About a week ago we were awakened at 1:30 a.m. by our Slomin Alarm System SIREN! I ran through the house expecting to find an intruder. I banged into a wall, since I was half asleep, and busted my head as well as cut up my foot. My son, who is temporarily staying with us in a downstairs apt ran through a door to get to me and broke the door. Neither of us could find anyone in the house and I shut off the alarm. There was no warning beep prior to the alarm siren (which was deafening) going off. We called Slomin and were told that if phone power is cut off for 15 seconds or more the alarm system activates without any warning beep in the siren emergency mode.
After cleaning up the blood on the carpet from my wounds we went back to sleep, I called Verizon Customer service the next morning and after reviewing all of his notes the CSR told me there was no cut-off in power in any of his information. I then called Slomin and was told, for the 2nd time, that it was Verizon's fault for cutting off power to the phone. Again I called Verizon Customer Service and was told they had no information. I demanded that they connect me with a supervisor. Twenty minutes later ( as I was on hold) a supervisor came on the line and read the previous notes on my account. She told me that she would investigate and get back to me the next day. She called the next day to report that, in fact, it was Verizon's fault. Apparently there was trouble in the FIOS lines and they were repairing the problem in the middle of the night, assuming it wouldn't impact on any customers. They forgot that many of us have alarm systems tied into the phone lines.
Each night the same supervisor has been calling me to report that the "ticket is still open" and that repairs have not been completed.
What would have happened if I had not demanded that a supervisor talk to me? I believe that Verizon's Customer Service and communications with customers is POOR at best; I had bad experiences before. As I wait for the repair, my wounds are healing but the downstairs door is still broken. The supervisor told me that Verizon would take care of that but so far no one has contacted me about it. I think I will share this story with a couple of major market TV stations as well as my Blogger friends.