ADT Employee Reviews about "upper management"

Pros

Decent but expensive benefit, good training programming. That’s it, nothing else at all.

Cons

Too many to list. Direct management themselves are friendly and helpful but there are just way too many gaps in communication between each department and the compartmentalization that had occurred is hurting the customer experience. Have to transfer 1/5 customers to other departments, schedule technicians 1/5 calls because we have very limited access to software as general care agents. We are required to get authorization for almost EVERYTHING and help from tier 2 or 3 agents (there may be a total of 500 of them, NOT ENOUGH!) which Ofcourse requires authorization in and of itself which Ofcourse takes many minutes for them to get back to you destroying the customers faith in our ability to help them and lowering the companies over all NPS score. Why should my NPS suffer because I have very limited access to help out my customer? If this companies upper management had any clue just how poorly this current business model is they would certainly use their brains and send out monthly surveys to their agents asking us what could be done to improve the general experience for us and the customer to get a feel for just how poorly our customers are being treated.

Pros

You get a discount on your own home system and you learn how to install security and surveillance systems and can take that info somewhere else

Cons

No forward thinking from the top down. Everything is reactionary instead of being proactive. Lots of interdepartmental confusion and fighting. Will lie about pay hoping you just deal with it. Upper management views everyone as replaceable