From a 3 star to a 5 star within 24 hours
Update from this 3 STAR review switched to a 5 STAR: after my review yesterday within 2 hours I received a call from Smith Thompson. They asked to come by on August 24th to reset the alarm and back online without a service call fee. They said what they wish they had done differently was to tell me during the original call that it would require a service call fee to bring the alarm back online. I agree with that (although I also think after watching the tech they could have guided me through the process of updating the keypad.) Regardless, it is done and I'm a Smith Thompson fan again. They handled this perfectly! Original review: I have been with Smith Thompson for at least a decade, maybe more, and the experience has always been a '5' star. Recently one of my devices needed a new battery. I did not want to pay the service charge just for a battery, so during the conversation with Smith Thompson support desk we decided to take the device offline until I could get the battery. Today I called to bring the device back online. They said they had deleted the device completely and could only turn it on by sending a technician and charging me a service fee. I used to feel the integrity of Smith Thompson was above reproach. That feeling is waning based on today's experience. What we initially discussed and what they did were two opposing actions. I asked what they were willing to do before I went to social media and they said 'nothing.' Now I've wasted the cost of the battery and am doubting the integrity of their business practices: "Generate dollars instead of taking care of their customers. Say what it takes to get that service call, even if it means you are misleading the customer." If they monitor social and do the right thing, I will post an update. If they don't, I won't forget. I noticed they had expanded to bug control services and was thinking about exploring that service with them because I have been so very happy over the years, but this experience has taken that opportunity for them off the table.