Matrix Security Group Ltd
Level 3, UGL House, 8 Rockridge Avenue, Penrose, Auckland City, Auckland
Physical address
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[May 2009] - I use Matrix Security (Matrix Security Group) to provide security for my residence in Auckland.
This review refers to their service provided in South Auckland. I commissioned Matrix Security in May 2009 to replace my existing local alarm with a unit that could be monitored through their service. Matrix Security did not initially program my alarm correctly and it was not signalling as it should. When I advised Matrix of this, a technician was quickly dispatched to resolve the issue.
It did however take a week for Matrix to pick up keys to our house despite multiple calls requesting this. I did not have a spare set to give to our account manager when we initially signed-up. On a positive note, Matrix Security has demonstrated to me that they clearly have a super fast response time to alarm activations in their East Tamaki patch and they have achieved this on all occasions for my property.
Their call centre has answered all calls I have made to them very quickly (typically answered within 1 - 3 rings) and the staff are very polite on the phone. All non-urgent emails I have sent to Matrix Security have been actioned within 24 hours (or next business day if sent on a weekend or public holiday). Matrix reply via email where appropriate, or with a phone call if clarification is required. I feel that I can count on Matrix Security if I need to call them for assistance in a critical situation. I'm willing to accept some of Matrix Security's short-comings due to their obvious professionalism in delivering a fast and effective (their words, but it's true) core security service.
[Update: May 2012] - Matrix Security continues to provide swift guard response times, along with a monitoring and call centre manned by professional and highly competent staff.
I've added this May update since having Matrix Security perform a major upgrade to my alarm system. The alarm technician was on time and very professional as he installed the upgrade. Unfortunately, this upgrade exhibited serious problems with signaling to the monitoring station. I was able to spot this as Matrix Security provides a web-based system that lets clients log in and view their alarm state and signals sent/received. Later, monitoring staff did detect the issue and did an excellent job of letting me know there was a fault. Matrix Security made two further visits to try and resolve the issue. After the forth visit (including the original install), they replaced a key component that they installed as part of the upgrade, and the system appears to now be operating within normal parameters (touch wood!). The alarm technician also proactively spotted an additional configuration setting to improve the speed of alarm signal transmission and he applied it. I felt the sales staff were good to deal with and I felt they had an honest desire to fix the issue as quickly as possible. (I'll update this review if I have any further issues with the new system).