My personal complaints about Vivint and its home security services:
Major Complaint (Racist Software Inquiry): Vivint appears to have ongoing problems with the performance of its security software, causing equipment to either malfunction or not function at all. More importantly, the U.S. Justice Department and the Federal Trade Commission (its Bureau of Consumer Protection) should investigate Vivint’s software department to determine turnaround times on fixing bug-rife software, as well as investigate the software’s algorithm to determine if Vivint is using artificial intelligence in its latest software packages to racial profile black and brown people, particularly where the software enables cameras sold to consumers to record black and brown people but excludes the recording of white people based on geographical locations, or, where Vivint’s software development teams can target individual accounts and create unique software algorithms for their particular security systems, including control panels and camera functions. Further, the investigation should address issues where Vivint’s latest software packages have stopped recording people on riding lawn mowers, vehicles that ought to be recorded due to suspicious stops, or individuals exiting vehicles and not being recorded at all. Vivint is a leading home security service provider with exorbitant monitoring fees, and the company’s irrational behavior and poor customer service need to cease immediately.
1. Monitoring fees are exorbitantly high. Personally, mine is $72.62 a month.
2. My “Vivint Smart Home” app is constantly breaking, adversely affecting uninterrupted video recording times, proper sequencing of videos, and quality of footage.
3. The “Ping SmartHome Indoor” camera has poor night vision video quality, particularly fuzzy, blurry, and/or pixelated footage.
4. The “Outdoor Camera Pro” has a tendency to fail. Although Vivint has no problem replacing it with a new one provided its under warranty, the scheduling for replacement can be an inconvenience, and Vivint may charge a trip fee.
5. Vivint’s customer service and technical support offices both abroad and inside the United States have emphatically denied camera equipment failures during troubleshooting sessions with me, that the company’s camera equipment is fail-proof, and that any technical issues with its cameras are always a software issue and not the hardware. Needless to say, there are excessive software bugs, and I find such statements about hardware ambiguous because anything mechanical has the potential to fail.
6. Telephone wait times for technical support can exceed one hour in worst-case scenarios.
7. Some customer service and technical support is outsourced to entities overseas where language barriers and poor phone reception may impede the overall customer experience.
8. Technicians that are dispatched to your residence for repairs may arrive late and/or not at all. Further, the technician may not provide a courtesy call in either of the preceding scenarios. Although Vivint may compensate the customer with a month of free service for such incidents, the delayed repairs and rescheduling are obviously annoying and unnecessarily an inconvenience to the customer.
9. Numerous problems with technician visits prior to arrival. Vivint will only provide the first name of the individual who will show up at one’s front door, with no other personally identifiable information made available to the customer. The technician may be unable to acquire the necessary equipment in time to perform needed repairs.
10. Not that I desire any at all, but too many gimmicky internal promotional messages for products and services are pushed to the Vivint app and are a distraction.
11. There are too many “refer a friend” and/or “ratings and reviews” requests sent to my email account following an inquiry or service call.
Overall, Vivint can do better, and I don’t understand why there are not more complaints online other than to speculate that Vivint inundates its customers with ratings and reviews requests.
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