Saturday
May292010
Security System Providers: How Not to Keep a Customer!
I am a geek and I love technology. This has somehow always lead me to a great interest in security systems. When I was young I would buy wireless security systems and attempt to “fortify” my bedroom. I loved setting them up and taking them apart, and analyzing different security options. When I bought my first condo I made sure to have a security system installed. My family had used Brinks Home Security for years, they offered great customer service and affordable prices, so I chose them as my security provider.
In late December of 2008 we got notice that Brinks was going to be “spinning off” their residential and business alarm division, and thus having to change the name to Broadview Security. I liked the Brinks branding, and the history and quality standards it stood for, but I was reassured it was simply a name change. During 2009 I started to notice a gradual decline in customer service and the quality of the technicians work (we upgraded the systems in my condo and my parents house). However, I was used to the Brinks/Broadview equipment and still had some time left in my monitoring contract. Earlier this year I had heard unofficial news online that Tyco (the owners of ADT Security) had acquired Broadview Security. Since Brinks had just changed the branding to Broadview, I figured it was simply a matter of ownership on paper.
Broadview Security sent out notices last week letting all their customers know that they will be “joining forces” with ADT Security, and by the end of the summer all branding and monitoring will be ADT Security. Basically, we are all now ADT customers due to the acquisition by Tyco. I have never cared for ADT, their monitoring fees are some of the highest in the industry, their equipment (in my opinion) is cheap and overpriced. More importantly what kind of message does this send to your customers? They came on board with Brinks Home Security, were “spun off” to Broadview Security, and are now customers of ADT Security, all in 18 months? As a friend of mine joked, when I called customer service this past week, I should have asked “what name are you doing business as today”?
This branding/merger mess forced me to really evaluate who I want to trust in protecting myself and my family. Brinks/Broadview/ADT could not guarantee my monitoring rates would not go up (already pushing $40 per month) without singing a new long term contract. Upon research and recommendation, I made the decision to switch to EMG Alarm for my security provider. They are a long time family owned and operated security company in the Florida near where I live. They came last week and did a great job installing the new DSC Alexor system. Their central station (where they monitor security systems) is located in a bomb proof building with lighting fast response times. Their monitoring fees are extremely competitive and their equipment (DSC products) is some of the best in the industry (and they offer the equipment at a price point that is unheard of in the industry).
Bottom line, I think anyone considering a security system and/or deciding on a monitoring company, should first look for an established local provider before rushing off to the big box (ADT, etc.) providers. Follow me on Twitter for updates on my experience with EMG Alarm.
Branding mess exhibit A:
In late December of 2008 we got notice that Brinks was going to be “spinning off” their residential and business alarm division, and thus having to change the name to Broadview Security. I liked the Brinks branding, and the history and quality standards it stood for, but I was reassured it was simply a name change. During 2009 I started to notice a gradual decline in customer service and the quality of the technicians work (we upgraded the systems in my condo and my parents house). However, I was used to the Brinks/Broadview equipment and still had some time left in my monitoring contract. Earlier this year I had heard unofficial news online that Tyco (the owners of ADT Security) had acquired Broadview Security. Since Brinks had just changed the branding to Broadview, I figured it was simply a matter of ownership on paper.
Broadview Security sent out notices last week letting all their customers know that they will be “joining forces” with ADT Security, and by the end of the summer all branding and monitoring will be ADT Security. Basically, we are all now ADT customers due to the acquisition by Tyco. I have never cared for ADT, their monitoring fees are some of the highest in the industry, their equipment (in my opinion) is cheap and overpriced. More importantly what kind of message does this send to your customers? They came on board with Brinks Home Security, were “spun off” to Broadview Security, and are now customers of ADT Security, all in 18 months? As a friend of mine joked, when I called customer service this past week, I should have asked “what name are you doing business as today”?
This branding/merger mess forced me to really evaluate who I want to trust in protecting myself and my family. Brinks/Broadview/ADT could not guarantee my monitoring rates would not go up (already pushing $40 per month) without singing a new long term contract. Upon research and recommendation, I made the decision to switch to EMG Alarm for my security provider. They are a long time family owned and operated security company in the Florida near where I live. They came last week and did a great job installing the new DSC Alexor system. Their central station (where they monitor security systems) is located in a bomb proof building with lighting fast response times. Their monitoring fees are extremely competitive and their equipment (DSC products) is some of the best in the industry (and they offer the equipment at a price point that is unheard of in the industry).
Bottom line, I think anyone considering a security system and/or deciding on a monitoring company, should first look for an established local provider before rushing off to the big box (ADT, etc.) providers. Follow me on Twitter for updates on my experience with EMG Alarm.
Branding mess exhibit A:
2 Comments
Reader Comments (2)
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Funny man. I just had an experience pretty much same as yours. our office uses the same alarm security provider. I am a systems programmer of http://www.chess.uk.com" rel="nofollow">warehouse management systems, a geek in IT too. However, I didn't do anything and stick with ADT because I haven't thought about paying less but getting same security. I think what you did is good news and I'll search for local providers (of course on feedback), which can provide great service at lower prices.