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SentriLock Complaint - Extremely Poor Experience
SentriLock Complaint

SentriLock Complaint

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Extremely Poor Experience


My experience with SentriLock has been frustrating, cumbersome, and thus far, a complete waste of time.

I am the IT manager for 11 offices of a real estate firm on the coast. Over the past few months, we have been trying to troubleshoot a problem with a card reader, provided by SentriLock, in our main office.

One of our agents uses his SentriLock card at multiple offices. It works fine at all of the remote offices but not here at the main. We first called the SentirLock customer service line a few months ago. The agent was on the line first and informed the SentriLock tech that I was working with him to get this issue resolved.

We proceeded to go through the steps of troubleshooting. We downloaded multiple internet browsers, updated the drivers, and installed old drivers to name a few. After some time on the phone, the tech was not able to figure it out and I did not have any more time available. I called back a few days later and the tech and I worked on this with again, no results. A few days later, the same situation repeated itself. This brought my total time spent to several hours for a simple problem.

I received an email from one of their techs a while after. She wanted some more information to help troubleshoot this issue. In order to try to speed the process along, I called the SentriLock customer service line to provide the information she had requested via email.

After explaining the situation, the first tech I spoke with informed me that he could not help me troubleshoot this issue because the agent was not present. This seemed odd to me because there was not any issue with this in the past. But I do understand policies and requested to speak to his supervisor. I explained the situation to him. He promptly informed me that he was terminating the card due to improper use.

The inconsistent policies are frustrating; the poor customer service provided is the worst I've experienced from a "professional."

Ultimately, we would just like the card reader to work for all of our agents in our main office.


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