Vivint Smart Home

After we agreed to purchase the system Matt made a phone call and we were told that the install crew would be at our house in about an hour. I really didn’t mind that and actually like the idea of getting the install done right away, but we did have plans for dinner with friends and had to cancel that. My issue is that it felt a little like a “trick” and setting a hook after the sale. Just be honest. Tell me that “being flexible” means clearing your schedule for the install crew and possibly doing so on virtually no notice. I would have felt much better had they done that. No one likes to feel tricked or taken advantage of. You have a great product and great employees. Let that be your market advantage. You don’t need to hide the truth of what “flexible” means until the sale is final.

As a young person, he was very skilled in making connections/giving explanations per my ability to assimilate the information and technology. He made references to “seniors,” which we pleasantly changed to “experienced.” ???? He also made very nice references to his mother and grandmother, which made me feel he cared about the quality of this system for my own, personal use. He helped me load/understand the Vivint app on my phone. He also helped me with the security identification on it. (I also greatly appreciated that I did not feel judged by the total wreckage of many rooms in my home - I may NEVER get all this unpacked!)

I do not remember the name of the electrician/technician who came later to install everything. He was equally prompt, friendly, skilled, and efficient. We deferred to him for location of the main unit/device. It was a better choice than either Omahri or I had considered. He also explained everything patiently, allowed me to ask questions, and was quick and efficient. And he also abided my piles of books ???, paperwork, and everything else. I was horrified. They were polite professionals.

If this system works as well as these two representatives did, I feel confident I will like it very much. I was surprised to realize/remember it is what my daughter has had for almost a year. Memory is not my strongest attribute. I highly - 10 on scale of 1-10 - recommend both of these young men. Thank you for this opportunity to commend the professionalism of these two gentlemen.

As we sat and talked, Nate called in the Regional Manager, Ty, who arrived not long after, introduced himself, and joined us at the table. He was exceptionally personable and professional, answered all of my questions arising from his presentation, and kept Nate in the conversation, having him look things up on the internet and asking him to explain some things. The presentations they both gave and the Internet/Vivint displays they provided were very compelling. But it was the cost, along with the zero % interest rate, that sealed the deal. I was excited when they left, and an installation team had just arrived!

Drew and Jacob made an excellent installation team, working quickly and communicating very briefly when necessary. They were also very personable, joking with me intermittently and explaining things clearly. They had to come back in a day or two, to get the system tied to the Internet, but I had camera warnings and video footage the first night!

I was missing a few things apparently (an indoor camera and a glass break sensor, that I can remember) that I assume the previous owner took when they moved. I was disappointed to find out it would be an extra charge to get any of those items replaced, especially since I’m a new customer and already paid $90 something for the first month as a set up charge - shouldn’t I be given a few things to start up with Vivint? I just didn’t realize I would be paying for an install/activation ($90 something) and on top of that would have to pay $200 for window sensors (hard pass - that’s what I pay my HOA each month) and even more for cameras and glass break sensors. I thought that all would be included with the $90 charge because that’s what my parents said they got when they started with Vivint.

He also did not help me change my door code (and I forgot to ask to be fair) so... I don’t know, I guess I’ll have to call Vivint about how to do that along with what to do for an indoor camera since now I just have one at my front door and that’s the only security I have which, living alone, I’m not feeling great about that. The only reason I gave 4 stars is because the guy told me his pay would be reduced for anything lower and I’m not mad at him so that’s not fair of me to inadvertently do that to him - I’m mad at the Vivint company for not setting me up as a first time buyer with everything my parents were set up with as first time buyers. It’s not like you’re losing money on me by giving me a camera to put in my house or a glass break sensor. Or even - idk - window sensors on any of the literal 4 windows I have in my condo. Anyway, I’m probably yelling into the wind but maybe this helps y’all in the future to have better customer care.