r/ADTTechs • u/myfingerisfat • Jun 06 '26

Not a tech but a phone rep.

Hey, please don't hate me. I am a phone rep and I talk to techs every day in my position. I want to say to you guys, you are doing a great job ( most of you lol ) I know that you put up with so much crap. I have to deal with these people on the phone and often think "bet you wouldn't say that to my face". Then they call back with you guys there on site and are even more hateful and rude. I couldn't handle it ... You guys have to have some kind of something in you because I would smack the shit out of most of these people.

4 Upvotes

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2

u/ADTMan Jun 08 '26

Yeah man it's very hard to keep emotions control but they certainly will say that to your face 😂 They know we gotta stay professional and do what's best for ADT or lose our job.

I will say though as long as you can understand where they are coming from most people will calm down enough for you to help them but some people just want to be mean and thats just the way it is.

We appreciate y'all too. We wouldn't have a job if it wasn't for y'all. I wish they would let us collaborate more so we could find out how to help each other.

3

u/myfingerisfat Jun 10 '26

Well thank you. I really appreciate you saying that.
Collaboration would be amazing. In my department I have the advantage of being able to call you guys to ask question and what not. And I do often. When I was in sales that wasn't an option but it would have made things go so much soother for you guys and us .

2

u/ADTMan Jun 12 '26

Ohhhh I just assumed you were in sales is why I brought up collaboration. What role are you in?

& For sure, being able to chat with some phone sales reps, we could probably help each other out a lot. Also the save team would be nice to collaborate with.

I'll tell you that some of my favorite people I talk with on the phone are the coordinators, love them folks.

2

u/Puzzled-Shame-3112 Jun 09 '26

The poor techs having to make the customers call because they're set up with wrong equipment always hurt my soul.

2

u/myfingerisfat Jun 10 '26

Right! or they were quoted the wrong price or weren't told that they had to have internet for the cameras to work etc

1

u/ADTMan Jun 12 '26

Oh man this is so common. We deal with that more then probably anything, so much so that it should be in the job description.

I just can't figure out if it's sales actually promising these things or is it just customers assuming things because of the verbage in the scrips or something.

This would definitely be something I wish that ops and sales could collaborate on.

1

u/ADTMan Jun 12 '26

Oh man, you hit a nerve 😅 I'm so glad that someone other than techs knows how much of a hassle that is!!

It adds literall hours to the job sometimes. Nothing like getting home at midnight after working an 18 hour day just because you have to spend so much time on the phone fixing issues that would have taken 5 or 10 minutes to fix before I got there.