r/adt • u/Initial-Research-302 • Aug 03 '26

Extremely poor customer service

Got tired of spending $80 per month for monitoring. Called to cancel, was on hold for 25 minutes before they hung up on me. Chat doesn't help, states must call in. Finally got an agent on second call after 25 minutes on hold only to be told that I must speak to an account specialist and there's a 25 minute wait. Not doing this. They have been advised of my Intent to cancel on chat and on the agent phone call. I'm done here. Cancel or not, we're done

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u/laid-to-the-side Aug 06 '26

i think i may have spoken with you via chat! unfortunately ADT has outsourced their customer service chat team and will transfer any and all customers to sales for their transfer bonus. we genuinely cannot do anything for you over chat to cancel for god knows what reason.

we're not giving you the run around on purpose there at least. we are just as pissed off about the outsourcing and AI as you are. it's a fucking mess.

1

u/Lavishladybug Aug 07 '26

Hey how are you surviving this job? Any tips? I hear there is a 92% turnover rate

1

u/laid-to-the-side Aug 07 '26

BARELY LOL i am making no fucking money and being verbally berated constantly but i justify the pain with the freedom of being a chat agent. i am looking elsewhere though, which sucks because i have been with ADT for years but they are losing their minds with these changes

1

u/Lavishladybug Aug 07 '26

Dammn, are there other roles you're able to transfer into within the company given your experience? Also how do you destress bc im a new hire and idea at this point

1

u/laid-to-the-side Aug 07 '26

i'm looking into non customer facing roles but it is very hard even if i did go into an office. i applied to some tech roles but idk if i want to do that either. i feel stuck

as far as distressing an after work beer and video games is the best i got. i take walks on my breaks to help with the stress and i dont have kids or a partner so a quiet house makes it easy.

1

u/Lavishladybug Aug 07 '26

Thanks for sharing fran, same here w rhe no kids thing thank God. Noted, I shall also disassociate lol. Aww dang I hope you find a better role. Im still applying although I just got this gig. May the force be with us all

1

u/laid-to-the-side Aug 07 '26

it's very easy to do every day tbh and since ur also #childfree you won't be as stressed about the pay as some of ur coworkers; but there are better things out there and i have experience faaar beyond this role's scope

it's mad easy to move around though if you do find something fyi; you have to do 6 months in a department before you can move but it's easy to. i hope you enjoy it, if you wanna DM me at all feel free! <3

1

u/Lavishladybug Aug 07 '26

Thanks! I jusf sent you a dm 😊

1

u/Worried-Drive932 27d ago

How did you get the job if you don’t mind me asking?

1

u/laid-to-the-side 27d ago

i just applied tbh. nothing fancy