I purchased the ExpertSecure system in the fall, and installed all the components. I just tried to activate the professional monitoring service that was advertised as part of the system. In fact, that was one of the features that attracted me to the setup. I clicked the link in the email but it had expired. So I contacted customer service, and they are telling me “professional monitoring has been discontinued.” WTF? Has anyone else heard this?
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I was under the impression that Eufy still offers professional monitoring, but I don’t know for sure. I’m curious if someone else will chime in with the definite answer.
that’s strange!! Maybe they meant a special pricing program ended? I can’t imagine that the monitoring has ended I’ll have to look
Here’s the text of the email from customer service…
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Thank you for reaching out to us regarding your issue with activating the 3 free months of professional monitoring for your ExpertSecure System. We apologize for any inconvenience this may have caused.
Unfortunately, the professional monitoring service has been discontinued. However, we are pleased to offer you a free 6-month subscription to our basic service, which you can activate through the “Services” tab in the app.
I spoke to so many support agents on chat and on the phone while configuring the right system for me. Not one of them told me it’s been discontinued…
Seems like they don’t know and someone higher up does. So they’ll let you buy it and then when it doesn’t work properly on set up is when you’re told sorry it’s no longer available…
Now I’m stuck with a homebase pro and no monitoring cause the protection plus plan is not compatible with the homebase pro… Another absurdity, how can your flagship product not be compatible with such a service…
Return the equipment for a refund. There is a 30 day “no questions asked” period, but I was still able to return everything for a full refund because I basically told them that it’s false advertising. The box that the HomeBase Professional came in literally said “24/7 professional monitoring available” right on it. If you were told by their sales people that professional monitoring was available, I’d consider that the same thing. Keep those chat transcripts.
Yeah trying to figure out a solution with support. No idea why homebase 3 supports the protection plan and the pro does not. Surely you ensure alternative options if you decide to discontinue the expert monitoring service. And also inform support staff and stop selling the homebase pro under false pretences…
When you say “protection plan” do you mean the extended warranty that they are now offering as a substitute for the actual professional monitoring? Or is there actual live professional monitoring available for Homebase 3 systems?