I feel like I have been in the dark about this whole ADT Samrtthings bricking and “refund” debacle, so I’d like to share my experience.
On 1-March 2021 I created the refund ticket.
9-March 2021, I contacted support because I was never contacted about the refund (thanks to aubie’s post in this tread)
10-March - Support responded and said they would supply a return authorization and label
12-March - received return label via email
17-March - I ship the ADT hub and sensors
19-March - return is delivered to the Texas facility.
31-March - refund support ticket abruptly cancelled via text with no explanation. I call the customer service number to inquire. After a while on with a representative, I get disconnected. Calling back 3 more times, I finally get in contact with someone that can actually access the support ticket system. They create a NEW ticket and tell me that is the new refund ticket code. THey also confirm that my return has arrived and I will be sent a refund in 4-7 business days.
2-April - NEW refund ticket is abruptly cancelled via text with no explanation. I contact support via email.
5-April - Support responds stating that the NEW ticket was an error and that the ORIGINAL refund ticket number has been reopened.
14-April - I contact support via email, because the ORIGINAL refund ticket is still stalled at the ‘confirmed by warehouse’ step.
17-April - Support responds that they need more time and that the warehouse team will be contacting me.
What is going on? This is ridiculous and terrible customer service. Is there some sort of class action lawsuit that we can get in on?