Smart Systems Technologies
2443 W 12th St # 1
TempeAZ85281
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Description
Voice & Data Systems, Temporary Security Cameras, Telephone Entry & Intercom Systems, Structured Wiring, Security Camera Systems, Commercial Burglary Systems, Access Control System & Electronic Locking
Member Reviews
They screw up, but it's not their problem:
SST did the structural wiring for a new Pulte Home I purchased. After closing, I needed 3 additional cables pulled in a single run to a single new outlet for a satellite TV. Since they did the other wiring, I wanted SST to complete the additional work.
On 11/14/2008 I placed an order with Kenzie @ 480-388-4585. The quoted price was $252.65 (CQUOTE-00000523). I signed the quote and placed an order on 11/18/2008.
Shortly thereafter, Kenzie called me back and said her boss reviewed the quote and had to change the price. The new price was approximately $380.00. She said this was because there were 3 cables, and her boss thought they should charge more. Since all three cables were being pulled at the same time to the same place, I disputed this and said the additional labor was unjustified. She agreed to speak to her boss with my concerns. Kenzie then called me back and said her boss agreed to honor the original price, but she would have to revise the quote to itemize things differently. I agreed to this and signed a new copy of the quote. Kenzie told me her scheduling department would contact me to set up a time.
Later on 11/14/2008, I was contacted by Chris @ 800-679-4778 from SST's scheduling service. I wanted to schedule the install on Friday 11/21/08 since I had that day off already. That day was not available. Otherwise, I needed a morning appointment because of my work schedule and the long distance from the house to my office. We then scheduled the install for 8:00 AM - 12:00 PM on Tuesday 8/25/2008. I was told this would be the first appointment of the day. I had to request this time off from work. I also verified with Chris that the work could be completed in the morning because my company was conducting interviews for new staff that afternoon and I could not reschedule those meetings.
On 11/25/2008 I arrived at the property before 8:00 AM. By 9:50 AM, the technician had not arrived so I called SST at 480-966-3705. The lady who answered the phone said they could not help and they gave me the number for Ray, the technical supervisor for Tucson. That number was 480-212-3177.
I called Ray to check on the progress of the technician. Ray said that according to his records, the technician was not scheduled to do my install until 10:00 AM - 2:00 PM. This was incorrect, and since I had previous appointments (as described) beginning at 1:00 PM and about 50 minutes travel time to my office, I expressed my frustration over the scheduling mix-up concern that this would not work with my schedule, and told him that I would have to call Customer Service before I proceeded. Ray said I should do that, but he had the tech ready to dispatch to my house.
I then immediately called customer service. The representative I spoke to apologized that for the mistake, and claimed Chris could not be reached for comment. Regardless, he then went on to say that he doubted that anyone at SST was at fault and implied I somehow misunderstood the time I had scheduled (Despite my previous appointments--as described above--and my specificity on needing the first appointment of the day).
Since customer service was getting me nowhere, I contacted my wife and asked her to drive over to the house with our two small children to stay with the technician while I left early. I then immediately called Ray back to tell him to send the technician over. This was approximately 15 minutes after our last conversation. Ray told me that he could not now send the technician because he had already been sent to his next appointment. He said I would have to reschedule.
After pressing him about this, he admitted that he could probably get the technician back some time that day, be he would not give me any firm time or even a guarantee that he could make it. I said that was unacceptable because he should not have "given away" my appointment in the first place. He then said I could either reschedule with him or with customer service (causing me to lose additional time off of work for the appointment they missed), but he was neither able nor inclined to do anything else for me.
I then called Victor, a supervisor at customer service (800-679-4778). I explained the situation to him and asked him what I could do to get the technician back to honor my appointment. In the end, he said there was nothing they could do except reschedule me some time in December. I expressed what I thought of that and that it was not acceptable. He said if I did not want to lose another day from work with no guarantees, then there was nothing he could do. That does not work for me, sorry.
On 11/14/2008 I placed an order with Kenzie @ 480-388-4585. The quoted price was $252.65 (CQUOTE-00000523). I signed the quote and placed an order on 11/18/2008.
Shortly thereafter, Kenzie called me back and said her boss reviewed the quote and had to change the price. The new price was approximately $380.00. She said this was because there were 3 cables, and her boss thought they should charge more. Since all three cables were being pulled at the same time to the same place, I disputed this and said the additional labor was unjustified. She agreed to speak to her boss with my concerns. Kenzie then called me back and said her boss agreed to honor the original price, but she would have to revise the quote to itemize things differently. I agreed to this and signed a new copy of the quote. Kenzie told me her scheduling department would contact me to set up a time.
Later on 11/14/2008, I was contacted by Chris @ 800-679-4778 from SST's scheduling service. I wanted to schedule the install on Friday 11/21/08 since I had that day off already. That day was not available. Otherwise, I needed a morning appointment because of my work schedule and the long distance from the house to my office. We then scheduled the install for 8:00 AM - 12:00 PM on Tuesday 8/25/2008. I was told this would be the first appointment of the day. I had to request this time off from work. I also verified with Chris that the work could be completed in the morning because my company was conducting interviews for new staff that afternoon and I could not reschedule those meetings.
On 11/25/2008 I arrived at the property before 8:00 AM. By 9:50 AM, the technician had not arrived so I called SST at 480-966-3705. The lady who answered the phone said they could not help and they gave me the number for Ray, the technical supervisor for Tucson. That number was 480-212-3177.
I called Ray to check on the progress of the technician. Ray said that according to his records, the technician was not scheduled to do my install until 10:00 AM - 2:00 PM. This was incorrect, and since I had previous appointments (as described) beginning at 1:00 PM and about 50 minutes travel time to my office, I expressed my frustration over the scheduling mix-up concern that this would not work with my schedule, and told him that I would have to call Customer Service before I proceeded. Ray said I should do that, but he had the tech ready to dispatch to my house.
I then immediately called customer service. The representative I spoke to apologized that for the mistake, and claimed Chris could not be reached for comment. Regardless, he then went on to say that he doubted that anyone at SST was at fault and implied I somehow misunderstood the time I had scheduled (Despite my previous appointments--as described above--and my specificity on needing the first appointment of the day).
Since customer service was getting me nowhere, I contacted my wife and asked her to drive over to the house with our two small children to stay with the technician while I left early. I then immediately called Ray back to tell him to send the technician over. This was approximately 15 minutes after our last conversation. Ray told me that he could not now send the technician because he had already been sent to his next appointment. He said I would have to reschedule.
After pressing him about this, he admitted that he could probably get the technician back some time that day, be he would not give me any firm time or even a guarantee that he could make it. I said that was unacceptable because he should not have "given away" my appointment in the first place. He then said I could either reschedule with him or with customer service (causing me to lose additional time off of work for the appointment they missed), but he was neither able nor inclined to do anything else for me.
I then called Victor, a supervisor at customer service (800-679-4778). I explained the situation to him and asked him what I could do to get the technician back to honor my appointment. In the end, he said there was nothing they could do except reschedule me some time in December. I expressed what I thought of that and that it was not acceptable. He said if I did not want to lose another day from work with no guarantees, then there was nothing he could do. That does not work for me, sorry.
Information from the business
SST is a Low Voltage Wiring Integrator. We specialize in Structured Wiring, Digitally Enhanced Surround Sound and Home Theater, Whole House Audio for Background Music, Digital Media Storage & Distribution, Security Systems, Intercom, Phone Systems, Home Automation, and Central Vacuum Systems.
