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Problems with an SPC Connect install

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  • 10-12-2020 5:25pm
    #1
    Keithchap
    Registered Users Posts: 244 ✭✭


    Hi All,

    Hoping you can help me out.

    I have had nightmare dealing with an alarm installation company which seem hell bent on punishing me for not signing up to their maintenance plan even though I stated from the outset I only wanted an install. I'm not sure I can state their name here as it might be against forum policy.

    When they installed I requested an engineering access code, they provided this code to my neighbour when they did his install, but they refused me. My mother had just passed away so I had no head for arguing. Move on a year and a half later and SPC connect push out an update to their phone app and push notifications stopped working on my phone. Being out of warranty with said company I contacted SPC directly and they started helping me out, all settings were correct for push notifications so they asked to remove and re add the panel, that didn't work and I was getting an error, panel couldn't be added back. In the mean time I had also switched internet provider.

    Last week I was on to SPC Connect again, they are very helpful and clearly customer focused, when adding back in my panel I got a message stating it was offline and they told me I needed to reset the network connection and that they had reset the encrytion on their end. Under their instruction I was attempting to reset the system but I needed the engineering code, so SPC asked me to request it from the installer.

    Back I go to said installer who refuses to give me the engineering code but agree to reset it it to a default code as long as I pay the €170 call out fee and sin a waiver, I reluctantly agreed.

    Now they have changed their minds and stated that if I book a call out they will actually come out and completely reset my system to factory defaults.

    As far as I am concerned I paid for an installation service and that included configuration of the system, undoing that configuration is removing a service I have already payed for. They are essentially holding me to ransom.

    Regardless, assuming I have no option here? and to not get any more stressed about this company, we as a family have a lot to deal with at the moment as this is just an additional stress, if I have them reset the system to factory defaults and pay them for the privilege are there any registered installers that I can pay to configure an already installed system, set up the zones, users etc. If not I'll give it a go but I'd rather pay a certified professional.

    Thanks.


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