Guess what? After posting here, on FB, Twitter, and Google+, I got a call around 3 pm from ADT Corporate Relations. How could they help me?
The problem, which required me to simply press 4 numbers on my keypad — really, that was it — is fixed, and my alarm is now working.
I am grateful to ADT (and the power of social media) for listening and responding to my problem. My only question is why it had to escalate to the corporate level if the solution was so simple. Why didn’t the line managers I spoke to over the weekend and yesterday have the intelligence and/or authority to act?
If ADT is really serious about good customer relations, I hope they’re asking themselves the same question. My problem is solved, but what about theirs?