Chubb Security TM 47 Minutes Response Time! |
Here is my story.
I’ve put it together this way as every time I tell it I’m filled with such anger over the events - and at the way my wife and I have been treated by Chubb security - that I’m useless for an hour afterwards. I have a lot of friends, and a lot to say: so here goes.
I recieved a call from Chubb stating that the panic alarm had been activated from no. 12 xxxxx street, xxxxx, Gauteng. I told them that instead of phoning me (considering it is a PANIC alarm) I thought they should be sending personel to my property to investigate. The time of this call was 12.30 am. on the 2’nd November 2007.
I phoned my wife immediately to check whether she was alright- but recieved no response from her number. I immediately jumped in my car as I had a bad feeling about this. I called her 3 more times on the way, but still no response. I had left my work from 5, 7th avenue in Parktown North. I arrived at my residence in ten minutes.
I entered the premises through my remote gate, walked around the side of the house- looked into the kitchen and noticed the fridge door was ajar... I walked round the front of the house to the other side, noticing an empty bag on the lawn. I then saw that my wifes’ study window was smashed, to the right the security door to the lounge was bent out of shape. I immediately phoned Chubb control room as no one from Chubb had arrived yet. The time was 12.40. I told the operator that a burglary was in progress, that it had already been noted by Chubb and were there personnel were. She made no effort to help or direct my call. I phoned the SAPS and told them of the same, they said they would send a vehicle immediately. I ran back into the courtyard, shouting for my wife. She responded hysterically from the bath room at the end of the house. I asked her whether the intruders were still in the house- she responded that she didn’t know. I phoned Chubb again. I got through and recieved no guidance or help from the operator. My work colleague phoned me at that time to find out if all was ok. I told her what was happening and she said she had phoned Chubb also, and they said they were still on their way.
Panic stricken and concerned for my wifes’ safety I entered the building with a fire extinguisher as protection...talking to my wife the while time telling her where i was- she met me in the hallway and we exited the building and ran to the front garden...We were confused and frightened and decided that driving away from the house would be a safe option..Our next door neighbour spotted on the road, and upon finding out what happened, offered us her house as shelter...we were inside for several minutes until the first Chubb response car arrived. I was furious! All this time had passed since the initial call! The officer entered the property as I waited in the neighbours’ house. Another Chubb vehicle arrived at the scene and the first officer and the new arrival met in the road. I immediately went outside and confronted them as to why they had taken so long to respond considering it was a PANIC alarm! One officer was affronted by my agressiveness and proceeded to scold me as to why i was talking to them in such a manner. All things considered I had every right to be upset. They were FORTY MINUTES LATE! FORTY MINUTES!
I realised this was a no-win situation and told them that they should do their job and we would discuss this at a later stage...
I asked my wife what had happened: She had been sending an e-mail on her computer and heard a sound outside. Upon opening the blind she saw two men crowbarring the security gate to the lounge. She told them to stop and go away. They looked at her and moved quickly to the window of the room. She knew at that moment that they would break it and enter the room. She grabbed the panic button, pressing it several times she ran to the bathroom at the end of the passage. The intruders broke through the massive window and proceeded to kick down the door, shouting to her that she better not be phoning anyone. She said she wasn’t - and assessing the situation - decided to open the door. She pleaded for them not to hurt her as she was 8 months pregnant. The one intruder grabbed her by the wrist and dragged her from room to room demanding her laptop (which we don’t have) jewels money etc... He proceeded to remove her wedding and engagement rings from her fingers...They told her to go back into the bathroom once they had finished and left....
After the Chubb personnel reappeared it was apparent there were no intruders on the property any more. I decided to make a recording of my conversation with the Chubb officers. The time was 13.22 PM. FORTY SEVEN MINUTES after I received the initial call from the Chubb control room.
Another officer arrived : Johnny Molai the area superintendant...the police arrived also. We all entered the house where the police questioned my wife on the events.
My wife told me the following day that the female police officer had asked her- who is 8 months pregnant- to move from the couch and sit on the window sill, so that she could be more comfortable as she filled out the docket! No fingerprints were taken. I offered the detectives footprints of the intruders that were on pieces of paper left scattered in my wifes’ study. The said they weren’t needed. The Chubb personnel hung around the dining area filling out paperwork, and seemed unperturbed by the event. They left the scene an hour after- whereupon Molai gave me a few pieces of paper that he asked me to fill out. It was about Chubb service and how they responded. I was shocked...the audacity!
In the interim my wife had been picked up by my work colleague and taken to the Linkwood Clinic to check that our child was ok. We spent that night with friends as there was no way we were staying in the house anymore. Our thoughts of being secure with palisade fencing, and armed response were shattered.
The following day I took matters up with Chubb. I was passed around from operator to operator- eventually ending up with the Johannesburg division. I spoke to Claudine and the conversation was recorded. I wanted to know, firstly why it took FORTY SEVEN MINUTES to respond to a PANIC ALARM and why- after the ordeal and gross negligence on their behalf, Chubb had not sent a vehicle to patrol the road, or phoned me- valued client- to see how I was. I am under the impression that this private security business is about people, and service...NONE OF WHICH CHUBB HAS! I asked to be put through to Molai- as he was the overseeing officer at the event...He was off that day. They had no record of yesterday’s events...they hadn’t reported it, or filled anything out.... I was put through to Jan Bredenan: I asked him the same questions: Why, after standing at my window for the past 3 hours had I not seen ONE Chubb vehicle, and have had no follow up whatsoever? He said he would look into it. Surprisingly 2 vehicles arrived half an hour later. I introduced myself to Officers Joel and Richard. They said they had been dispatched by Chubb and would be patrolling the street with regularity. They stayed in their cars for approx 40 minutes and then drove off. I didn’t see them again until that evening, when a Chubb vehicle parked in my driveway and was gone 10 minutes later. Since then I have not seen ONE Chubb vehicle in MY AREA- LET ALONE MY STREET! it is the 9th of November 2007.
I received a call on the 7th November 2007 from Eric from Chubb. After losing my temper with the obvious lack of commitment and false promises made by Chubb, he said he would look into the matter. I told him not to phone me until i could speak directly to the CEO of Chubb - who could explain to me how they could be so CRIMINALLY SLACK on delivery yet still accept my regular payments for my protection?
I havent heard a thing. I actually didn’t expect to. This is the attitude that pervades our country. Incessant buck-passing and lack of societal responsibility.
I told Eric that if i didn’t hear anything i would send this e-mail to EVERYONE I KNOW. I would try my best as the downtrodden “little man” to make a stand against this terror that holds our country to ransom. Please send this mail on. You won’t get any special surprises after you send it to three of your friends, your luck may never be rewarded- but you will be doing your bit, however small, to stand up for our consumer rights and maybe, just maybe put a stop to this abuse.
Yves Dei-Cont
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