Mijn Klacht:
Subject: Unaddressed Security Camera Failures 8 September 2023, Den Haag
Dear Mr. Pedro Arcos,
Managing Director of Verisure Netherlands,
I hope this message reaches you despite my prior attempts going unanswered. Today, I am compelled to take my complaints public concerning the alarming performance of the security camera system your company installed in my business.
It’s painfully evident that their only area of expertise lies in one aspect – ly sending invoices. Invoices arrive with unwavering regularity in response to every email, call, or message they send. However, the same cannot be said for their ability to deliver meaningful customer support or security.
For over a year, I’ve battled with numerous issues, and despite reaching out over 85 times and I’ve sent them more than 10 emails, painstakingly detailing each problem, there’s been no resolution. The technicians your company sends seem ill-equipped to address the problems, and my painstakingly detailed emails have yielded only empty promises of appointments next month, which never materialize. I’ve even directly emailed you, but unfortunately, received no response.
My experience with Verisure Netherlands has been nothing short of a nightmare. From the outset, after I entrusted my money, the security camera system has been a source of constant frustration and disappointment.
It’s clear that your company excels in one area – sending invoices ly. Invoices arrive like clockwork with every email, call, or message, yet meaningful customer support and security are glaringly absent. I urge you to consider alternative options for a reliable security solution.
During the past month, thieves have targeted my business multiple times, resulting in financial losses. The security cameras, which were supposed to provide evidence for the police and legal proceedings, have failed to function effectively. This has caused significant financial damage and a sense of insecurity for my business.
When I initially signed the contract with Verisure, I was promised top-tier camera performance and a free home security camera. Unfortunately, the actual camera performance falls far short of what was promised, and the free home camera remains a distant pledge, unfulfilled.
Furthermore, I was assured that the cameras would be upgraded to advanced indoor models by November 2022. However, despite four months passing and numerous technician visits, the issues persist. To compound matters, I was unexpectedly burdened with repair charges, casting doubt on the integrity of our agreement.
I’ve tirelessly sought assistance from your customer service department, but my pleas have fallen on deaf ears, leading to my growing frustration. I feel unjustly treated, and the security of my business, a cornerstone of our partnership, is in jeopardy.
I implore you to take immediate and decisive action. My demands are clear:
1- Immediate Replacement: Replace the existing cameras with the promised new indoor models without further delay.
2- Cabling Correction: Ensure that the cameras are properly connected to the cable, as originally agreed upon.
3- In-Person Meeting: Arrange for a company representative to visit my business in person to address these issues without delay.
4- Home Camera Installation: Fulfill your commitment to install the free security camera at my home ly. I insist on the installation of the promised free security camera at my home, as agreed upon.
I expect a swift response to this public outcry. My patience has worn thin, and the security of my business, hangs by a thread due to your company’s lack of action.
If, for any unforeseen reason, your company (Verisure Alarmsysteem – Securitas Direct) cannot meet these commitments, I demand a full refund for services not rendered.
My frustration with your company’s unresponsiveness runs deep, and I trust that you will take this matter seriously. The safety and security of my business is at stake. I anticipate your and meaningful response.
Sincerely,
Director
American Coffee
Gewenste Oplossing:
I implore you to take immediate and decisive action. My demands are clear:
1- Immediate Replacement: Replace the existing cameras with the promised new indoor models without further delay.
2- Cabling Correction: Ensure that the cameras are properly connected to the cable, as originally agreed upon.
3- In-Person Meeting: Arrange for a company representative to visit my business in person to address these issues without delay.
4- Home Camera Installation: Fulfill your commitment to install the free security camera at my home ly. I insist on the installation of the promised free security camera at my home, as agreed upon.
I expect a swift response to this public outcry. My patience has worn thin, and the security of my business, hangs by a thread due to your company\'s lack of action.
If, for any unforeseen reason, your company cannot meet these commitments, I demand a full refund for services not rendered.
(10)
