Hi

It was in the early hours of Tuesday November 2023 when I was woken up by a noise in the lounge, immediately followed by an ADT alarm going off.
I waited few minutes in the bedroom before I could go out to inspect what was going on, after a while an ADT officer arrived. To my amazement the window was wide open, curtain pulled to the side, butler on the window cut and folded up. Upon thorough investigation, realised that the ADT Technician had installed the EYE that detect the movement on the blind sport where it was obscured by the wall. No wonder the thieves had ample time to calculate their move before they could enter into the house and snatch TV and Laptop within a split of a second. I raised this matter to the management, regrettably in fell into deaf ears.
I still maintain it was a poor workmanship and there has to be a recourse for their oversight.

While I was still reeling from the shock of the breaking in, on Saturday afternoon, a weekend after the incident, it was raining. I had gone to town to run some errands when I received a call from the ADT control room that they had received a panic alarm from the property. I told whoever called that I was not home, they may send an officer to inspect what was going on, and she said it is probably due to bad weather. Later upon arriving at home I was confronted by a long continuous beep from the keypad and it was blank. I then called the control room to lodge a query for the Technician to come inspect and repair, was told they are off from work they will only come on Monday. No one came until I went to the office to make a followupd.
That's when then the booking was done for the following day.

Upon inspection, I was told the systeem it dead, it must be replaced. I enquired how long will it take and how much will it cost. The Technician asked if I own the system or not. The answer was renting since I knew that was the case. He told me if it is a rented one the company will replace it, then if not I will have to pay 50%. After enquiring with the Technician came back and told me it is not a rented system.

The following day I went to the ADT office, that's when a manager was called, after a lengthy conversation she said she will send a different Technician for a second opinion because she insisted if the system was destroyed by a lightning there's no way they will replace it.
A second Technician on a senior level came to inspect and he promised to call me to give an outcome. I never had a telephonic conversation regarding the feedback. Later that same afternoon went to the ADT office to follow the matter up.

To my disappointment the manager and the senior Technician, who were supposed to be showing empathy to their clients during this whole ordeal, were the ones were making my wife and I feel like it was our fault that thieves broke in and that the system got damaged. They acted in an unprofessional manner, raising their voices while standing in the reception, in front of staff. There was not even a decency to sit with us in the boardroom or in one of the offices. If you have ever thought the treatment at Public Institution at times is appalling and Sower, our experience with Management was on another level.

We are now offered a refurbished Pad and control system that we must pay from our pockets. There is no guarantee as to how long will it last. It is the second week without the Security System that is operating and we are in a High Risk Area. W e don't feel safe at all.
We were told if we wanted the system to be covered by the insurance, we could have requested that separately.
ADT staff and personnel are very understanding when one signs the contract but when you are confronted by unforeseen circumstances like these, Clauses & their interpretation become the Defensive Mechanism.

Can the Ombudsman intervene on this one, especially when it comes to Poor Workmanship?