Vivint is a smart home automation and home security company that operates in the US and Canada. As one of the oldest and most respected home security and smart home companies, it is not surprising that Vivint receives a lot of customer service calls each and every day.
Why Do People Call Vivint Customer Support?
People call Vivint customer support for a range of reasons, including:
Starting new service, changing service or canceling service
Requesting a quote
Troubleshooting and technical support
Purchasing new devices
Billing issues and inquiries
Scheduling estimates and installation
Best Practices for Calling Vivint Customer Service
There are several things that you can do to help ensure that your call to Vivint customer service is handled quickly and professionally:
Ensure that you are calling the correct number. Like many large companies, Vivint has multiple divisions and each has its own customer service department. For example, you'll want to make sure that you call the correct number for the country that you are in. In addition, Vivint has different numbers for estimates, solar energy sales, and technical support.
Before calling, make sure that you have relevant documentation in front of you. This might include order confirmations, service contracts, warranties, make and model numbers of devices, billing statements and any previous correspondence between you and Vivint regarding your current situation.
Have some way of taking notes during your call. Call notes can be very helpful if you need to speak to more than one person about your situation, or you have to escalate your case.
How do Consumers Feel About Calling Vivint Customer Service?
Vivint makes a point of investing in its customer service team and providing excellent training. As a result, consumers appear to be satisfied with the level of support that they receive and there are no discernible patterns of online or off-line complaints from customers regarding the care they receive from call center employees.
What Kind of Issues can a Vivint Customer Service Representative Resolve?
Vivint customer service representatives can resolve most issues that the company's customers have over the phone. These issues include initiating and changing service, billing issues and inquiries, providing technical support and troubleshooting and scheduling estimates and installation.
What Can't Be Resolved With a Call to Vivint Customer Service?
While a customer support agent can provide some troubleshooting and technical support services, there will be situations that require an in-person consultation with a technician or the repair of a device. A phone agent can assist in the process of getting a device repaired or scheduling an appointment, but cannot handle these more advanced issues over the phone.
Estimates and installation may be performed by third-party contractors who are authorized to provide Vivint services. In some cases, a phone representative for Vivint may have limited power to address issues that you might have with the third-party contractor.
If your home appliances or devices are incompatible with the Vivint service, a phone agent may be able to suggest a workaround, but cannot be held responsible for incompatibility with third-party products. In such cases, you may have to buy a new device or appliance or work with the manufacturer of the device or product to get it to work with your Vivint service.
What Should You Do If You Have an Unsuccessful Call with Vivint?
If you get off the phone with Vivint customer service and feel as though your questions were not answered or your issues were not resolved, don't give up. You may still have options.
First, review the notes that you took during your call. If you did not take call notes, jot down what you remember from the conversation. You may be able to discern an area of misunderstanding or miscommunication that impacted your first call.
Second, call back. Explain to the person who answers your call but this is your second call and describe what went wrong with your first call. You may also want to describe the resolution that you would prefer. This gives you and the agent a common goal to work toward. It may be that the second agent has more experience or a bit more training and will be in a better position to understand and address your problem.
If a second call doesn't work, try getting in touch with Vivint another way. One option is to use the company's live chat option. Another is to write out your concern in a letter and either fax it to the company or send it via postal mail. Some businesses take written communications more seriously than those delivered over the phone or electronically. If you do send a letter via postal mail, make sure that you send it with tracking so you'll know when it was received.