ADT Self Setup Reviews

Blue by ADT has gone completely downhill. When I first signed in 2021, the technical support was actually pretty good. For one, someone answered the phone. Today, it is horrible. There is no way they should still be receiving high ratings after all the complaints I see online now and my personal experience. I have been trying to get someone in techn support on the phone for two months now because one of my sensors and my doorbell camera stopped working. Each time I am waiting for up to an hour and then I get cut off or when I ask to be called back, I don't get a call or it's not until days later. And I missed the call and the process starts all over. Once, I got a call back and the call terminate in the middle of the conversation. The representative never called back! Clearly, they have my account information with my phone number. When I answered a customer service survey and gave a bad review, someone called me back, but I missed the call. They left a voicemail. I haven't been able to get anyone in tech support since then. Contrast that to the sales department. They answer the phone in 1 minute or less. I did an experiment and tried the billing and account management department. Not a surprise, I was also on the line waiting and waiting. I chose the general customer support option (the line you pick when your issue doesn't fit neatly into the other options and they have to direct your call) and they answered pretty quickly). The woman actually told me that the complaint department and the tech support lines both had wait times of over 45 minutes, and were experiencing high call volume. She was unable to connect me directly to a person. So the only option was to transfer me to the same line that I have already been waiting on for months. Seems to me ADT needs to make some changes. I think they are banking on the reputation they have built over the years. But, they are NOT the same trust-worthy company they used to be. I'm annoyed I paid money for their equipment and now have to lose the money I paid and look for anew company or stick with them. Neither choice is great. At the point I feel like I have completely wasted my money.

Very poor monitoring service. Very lengthy contract period and monitor by another company with no accountability. Hostile customer relationship with the goal to collect their monthly fees. Waste of money for monitoring.