I am a brand new NextAlarm customer, and have had a horrendous startup experience.
First, if you call into their support line, it tells you where you are in the queue and allows you to wait. However, after several minutes it apologizes for not having anyone available, and your choice is to leave a message or hang up and submit a help desk ticket. I then call back and I am further down the queue than where I started. It took me 8-10 calls before a technician actually got to my call.
Second, my alarm configuration uses a GSM radio to send notifications to NextAlarm. I do not have a home phone line, as I have no need for one. NextAlarm's online account setup does not provide for this at all. When I finally got the point of testing the configuration, I set of a few alarms and then called the central station to see what they received. They said they received nothing for my account number. I then spent 20 minutes trying to find a problem. I sent some more tests and called again. Thankfully, the second person I spoke to informed me that although they didnt see test from my "primary" account, that they did see tests from my "radio" account. Of course, no one bothered to inform me of this in advance. Once the tests were completed, I then went back to the web interface to activate my account, but it would not let me, saying that I had not yet tested. This, of course, led to more calls into tech support.
All is finally resolved now, and I'll have to see how it goes this first year. I just hope that the central stations have better processes and documentation to respond when my house is on fire.
First, if you call into their support line, it tells you where you are in the queue and allows you to wait. However, after several minutes it apologizes for not having anyone available, and your choice is to leave a message or hang up and submit a help desk ticket. I then call back and I am further down the queue than where I started. It took me 8-10 calls before a technician actually got to my call.
Second, my alarm configuration uses a GSM radio to send notifications to NextAlarm. I do not have a home phone line, as I have no need for one. NextAlarm's online account setup does not provide for this at all. When I finally got the point of testing the configuration, I set of a few alarms and then called the central station to see what they received. They said they received nothing for my account number. I then spent 20 minutes trying to find a problem. I sent some more tests and called again. Thankfully, the second person I spoke to informed me that although they didnt see test from my "primary" account, that they did see tests from my "radio" account. Of course, no one bothered to inform me of this in advance. Once the tests were completed, I then went back to the web interface to activate my account, but it would not let me, saying that I had not yet tested. This, of course, led to more calls into tech support.
All is finally resolved now, and I'll have to see how it goes this first year. I just hope that the central stations have better processes and documentation to respond when my house is on fire.
Review For: NextAlarm Security (Con't)
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