If you go to the Hyperlink Security website you’ll find 3 reasons why HyperLink believes they are your best choice. “Excellent Customer Service” is one and “…you will receive expert service, reliability, and high quality, name brand equipment” is another.
In early February we discovered that our HyperLink Security system was not being monitored. On or about Feb 5 they sent their troubleshooter who said we needed to call Bright house (who furnishes our phone service) because the alarm could not call out.
Bright House came out on Feb 10 and tested the phone system thoroughly. The Security system was seizing the line as it was supposed to and trying to call out. We could plug a phone into the phone jack in the Security system control box and make a call just fine. Our fax worked fine.
We then called HyperLink Customer service on Feb 10, got no answer and left a message.
We called again on Feb 11, got no answer and left a message.
We called a direct number on Feb 12, got no answer and then sent an e-mail indicating what had happened thus far and reminding them that “We are paying monthly as per the contract but the system is Not being monitored apparently because of security system hardware problems….Please be kind enough to give us a call so we can get this corrected“.
We got an email response that she had been sick and would call us on Feb. 13.
Instead, another troubleshooter called us and walked through a couple of troubleshooting steps and indicated he would need to come out.
By Feb 24 we had not heard from either the troubleshooter or HyperLink, so we called HyperLink again, got the answering machine again and sent another e-mail that read in part “Our system is still not being monitored for fire or breakin and the emergency buttons for medical, fire and police are useless. By not replying you are acting in bad faith and putting me and my family at risk.”
Finally we got a call. Hyperlink’s position was
- It’s not our fault. The problem is that your Bright House modem won’t work with our equipment (remember the “high quality, name brand equipment” touted on the Hyperlink website?)
- The only way to fix it is to hook up a cellular caller to the Security system ( cost about $230 plus an additional $10/month for the cell tower charge)
- Since it is not Hyperlink’s fault, the only way to fix it is for ME to pay for the cell and the additional monthly charge
- When I told them I had a contract for a monitored system at $32.05 a month, she indicated yes and they were going to hold me to the contract whether I paid for the cellular system or not ….because it’s “not their fault“
- I reminded her that it wasn’t my fault either. It seemed to me it was that the equipment provided would not work with my phone service.
- She had to run to another appointment and would call me later that day when she got back
Two days later on Feb 26 I e-mailed her again because I still had not gotten a Call or any other contact. It read in part “My belief is still that you are holding me to my side of the contract without fulfilling your side, but it will be too costly to fight it and I am more concerned with having the system working”. I did not want them turning the account over to a bill collector or messing up my credit so I capitulated. The cell was installed on March 3 and I wrote a check for $278.20.
We had HyperLink installed about 10 years ago and then had it installed in my mother-in-law’s house and then in my son’s house. The owner has died since then and the new person obviously has a different attitude about customer service. Instead of just repeating over and over “it’s not our fault” Hyperlink could have paid for the cell and then I could pay for the additional monthly payment. I’m sure during the past 10 years they have made a lot more than the $230 cell cost off our contract and that relationship could probably have continued for another 10 years.
My contract is up in March 2016 and there is no way in hades that I would stay with this company. My guess is they will lose a lot more than $230 for their shortsighted decision making.
If you decide to go with HyperLink Security, I hope your experience is better than mine!