Epsilon Security / SUPATECH (VIC)

Our OC Mgr organised Supatech as our apartment building's security was vulerable and our front door had triggered open so we were left exposed and anxious about our security.

Nick arrived from Supatech and starting investigating the issue. As it is a heritage building Nick was persistent and was not going to leave until he had worked out what was causing our front door to be unlocked. Nick uncovered that one of the wire's was touching the metal panel which was triggering the front door open. He installed a connector to insulate it so it won't happen again. We can happily confirm Nick that the door is secure thanks to you!

I found Nick to be professional, friendly and knowledgeable and would definitely have Nick out again for any other issues we encounter in the future. Thanks Nick, we appreciate it!:)

Absolutely disgusting rude customer service, and tech was late to the scheduled time. Label your job number or get a job done on your gangrenous chunk of fat in your skull, could smell it through my phone.

Possibly the worst customer service I have continually received. Poor communication and always reluctant to provide any form of service.

I had issue with the remote. No one was to be blamed here.

The experience with them was easily one of the best. It just took me to send one email and the next business day i received a kind and polite call to arrange for service. I will definitely to use their service again in the future.

Recommended.

This company did a reasonably good job of getting our security system working. But getting a date booked in for the work took too many emails, when they could simply have called me. But the real shock was the cost. On the surface the "call out fee”, $170 + GST, seemed good. Our work took only half an hour and was therefore covered by the call out. But if you use this firm you should be aware that it only covers the first hour and after that they bill every 15 minutes. It’s going to really rack up.

But if they install any parts it really hurts. They charge FOUR TIMES the retail price for a part. Ouch! When they are also charging for labour that’s pretty rough. And they don’t inform you before they install. I know this because I was personally there for the whole time, and the serviceman (who incidentally arrived punctually, was polite to residents, and completed the job quickly) didn’t advise me of the cost. When the bill arrived I queried the cost, and the manger replied that they had charged the price that was "in their computer system". That is an excuse, not a proper justification of a disproportionate cost. I told them so in another email - they still haven’t replied. I had given them the perfect excuse to re-issue the account with a more reasonable amount, and they just ignore it.

My advice: go elsewhere. Even big corporate customers don’t need to waste their money.

Some of the most shoddy workmanship I’ve seen in any install. Switches in risers hanging unfixed dangling off their own data cables. Did a full installation with a CCTV kit that wasn’t fit for purpose. Needs an addition $150k work to rectify. Avoid at all costs.

Very poor customer service and had great difficulty trying to communicate with anyone within the business by phone and no response by email. They upgraded the system in my building and I made myself available as requested, however the intercom worked for not even a day. Then had great difficulty booking in another day due to a lack of technicians available (no available date for over 2 months) and had to pay an additional charge as well which I had no chance to discuss or dispute. Unfortunately I had to provide 1 star to leave this feedback, half a star at best.