App Profile: Frontpoint

tbankcustomer

Rating: 5/5

When I subscribed to Frontpoint it was at the top of various security system lists. Maybe because of the price, I don’t see them on many lists now. The only time I have had an issue with the company was when they were pushing to have a neighbor’s phone number so the neighbor could investigate any alarm activity. I told them that on one side I had a meth head (who is why I got the alarm) and on the other side, a disabled senior, who uses a walker. When I explained that to the rep he said I needed someone who could walk around the house to check to see if anything was wrong. I told that to a police officer and he laughed. FrontPoint never brought it up after that. Other than that silliness, I am satisfied with FrontPoint and recommend it. The app is easy to use.

iPublish

Rating: 1/5

Been with Frontpoint for some six years since moving into a new home. Everything was good until this past week when I needed technical assistance on a simple matter (replacing a door sensor). No where does the app technical section provide guidance on how to cancel the old sensor and activate the new replacement sensor. Although there may be more information in the section specific to sensors - but that information doesn’t download. I’ve tried to download that information numerous times using the Frontpoint phone app, the iPad version or by logging onto the Frontpoint website. Failures follow with an amusing “oops!” with a phone number for technical assistance. But that phone number leads to a recording that asks you to leave a call back number since wait times are excessively long. I tried weekend and weekdays, early and late in the day. Same message. It’s likely not high call volume but rather lean staffing that is the problem. And a call back is not very convenient for the customer. Am I to sit by my phone and near the Frontpoint system waiting for the phone to ring? Ideally I would need to be free to take their call and near the system to take any actions needed to activate the system. Not happy with this sudden turn of events.

fullrun

Rating: 3/5

you have overcomplicated the process of setting up new equipment. It has become convoluted the time it takes to upload or download upload. I assume the center to establish a new device or replace one that is was bad. Takes way too much time. Reach by phone for customer service and assistance, and using the voicemail system you have or the answering service you have now elongates the entire process it’s very disappointing pointing for a customer who has been with you for a long time to see you overkill used to work so easily and used to be so user-friendly I would be more than happy to tell you the journey that I went through even speaking to the customer service agent who was courteous was knowledgeable, but also in the communication it became far more complex that was necessary. The current system you have in terms of customers, reaching out for customer service is heavy-handed and that user-friendly quality that your website used to have as now become unfriendly in the end extremely disappointing.