Home Security service is about trust, peace of mind and customer service
by: Jason Macy, Impressive Home Security SpecialistWhen shopping for a security system there are many factors to consider such as price, what areas to protect, type of reporting technology and size of company doing the installation. While these are all important factors, in this post I am going to focus on size of company you are working with.
What got me thinking about this subject was my recent discovery that Comcast/Xfinity was entering the security game. At first glance it seemed like an odd venture for a cable company. Security is a very customer service oriented industry, people expect their security system to be working at all times and if it isn’t they expect immediate customer service. They want same day or next day service, not next Friday between the hours of 10AM and 6PM.
This basic principle of the security industry does not seem to match up well with Comcast’s customer service record. If you have never had the pleasure of trying to deal with Comcast when your phone or internet is down, just search “Comcast customer service complaints” on Google. Ironically when I did this search, the first site that came up under the results was www.comcastmustdie.com. It probably sounds like I am making this up, but they ticked someone off enough to devote the time to create this site. Probably the best one I found was www.customerservicescoreboard.com. Here Comcast had 912 negative reviews out of 998 customers and their overall rating came in somewhere between terrible and disappointing.
I don’t want to sound like I am just picking on Comcast/Xfinity here. This is a natural result of working with almost any extremely large company. ADT has their fair share of complaints and nasty website, but at least they focus on security systems. My main problem here is that you take a large company with a proven track record of “terrible to disappointing” customer service and they suddenly decide to become a security company. So now you have a potentially new technician installing an untested security system from a company that you may not be able to get any customer service from. Sounds like a recipe for disaster to me! The following humorous post I found online pretty much sums up the situation for me, “We just received an alarm from your XFinity Security System. The police are scheduled to arrive between 9:00 am and 1:00 pm next Thursday. Please make sure someone is home to let them in. Or, if you prefer, you may choose the self-arrest option.”
I am not saying everyone has to go with Impressive Security, of course we wouldn’t mind! I am saying that people need to do their research before committing 3-years of their life to a company that may or may not return your call. Security service is about trust, peace of mind and above all customer service. If a company can’t make the average consumer happy with internet or cable service how do they expect to last in the security industry.
My plea to anyone looking for a security system anywhere is to talk to your local hometown security providers. While we may not be perfect we will always be there for you. I always tell my customers that we are big enough to know what we are doing, but small enough to still care!
