My house was burgled on 27 Feb 2013. The alarm system was activated at 11:15 as the burglars broke through the front door. ADT's call centre phoned me and I asked them to dispatch a guard to my house. They only phoned me back at 11:40 to inform me that the guard is on site and that the house was burgled.
I trusted ADT to react quickly when my alarm was activated, yet their poor response times gave sufficient time for the burglars to take nearly all the valuable electronic equipment from my house, and get away with it.
When I contacted the ADT call centre later that afternoon to complain about the service levels, I had to wait nearly 10 minutes before my call was answered.
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