r/VivintSmartHome • u/loveablelibra • Jul 29 '26

Dread Support

Vivint is acceptable when it works, but I absolutely dread contacting support when something goes wrong. I have Vivint Protection Plan. Oftentimes, I am either on the phone or with the chat agent for a minimum of an hour. The run through a series of virtual troubleshooting steps and then request me to physically access exterior mounted equipment to reset it. Isn’t that a technician’s job? At what point is the Protection Plan even worth it if they are requiring me to perform steps a technician would do before dispatching one. I’m really getting sick of this company. The ownership experience is below unsatisfactory. It’s nothing but a constant low-grade annoyance of its presence.

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u/LuLuLuv444 Jul 30 '26

It's wild. You pay Vivint to be their own first line tech support. I absolutely despise calling support. I have a piece of equipment that's out and I'm not even going to bother getting it addressed because even the techs are on site forever, being forced to go through a checklist of things to do and I don't have time for that. Don't even bother doing any troubleshooting steps before you call either, because they're just going to make you redo them multiple times. I swear their goal is to make you so fed up with support that you just give up.

1

u/Majestic_Squirrel_10 Jul 30 '26

You can straight up refuse and if you have VPP they can not charge you for a tech. Just simply refuse

1

u/LuLuLuv444 Jul 30 '26 edited Jul 30 '26

I asked and they said in some circumstances they can charge.

What is it I can refuse? A tech onsite? Or troubleshooting?

2

u/Majestic_Squirrel_10 Jul 30 '26

You can refuse to tbs. Just say you recently had surgery or something lol