Message to ADT

When someone sends you an email through a contact form on your web site, it’s nice to send them an automated response thanking them for their message and indicating when you might get back to them. It’s simple enough to set up and it’s what customers have come to expect.

It can, however, run the risk of making you look a little unprofessional if the response looks like this:

This is an automatic email from the Sitekit CMS Forms module.
Thank you for your submission David Cross, we appreciate your feedback.
Your submission was as follows:
Name: David Cross
Address: %Address (UK Style)%
Email address:

I got that when submitting a customer complaint to ADT last week. Three obvious things wrong with it.

  1. As a customer, I have absolutely no interest in the fact that you’re using “the Sitekit CMS Forms module”.
  2. Someone should look at why that address is so broken.
  3. It doesn’t say when I can expect a response. It’s been about five days and I’ve heard nothing more from them.

Must try harder, ADT.


  1. Dave, your comments were fair and our auto response has been updated, see below.

    Subject : Your complaint submission to ADT

    This is an automatic email from ADT Fire & Security.

    Dear Dr Alan Smith,

    You complaint has been received and will be acknowledge by telephone within one working day. We shall then send a letter/e-mail stating who will be dealing with your complaint and giving you a reference number.

    ADT Customer Service

  2. Shame they don’t reply to a complaint when it’s made though isnt it?

    Apparantly I should have had a call back today…..again!

    I have an ADT alarm that doesn’t work AT ALL. It was Installed last week and even when set I can walk around the house, go upstairs, and it doesn’t activate.

    I have had an engineer out within 4 days of the install and he has already picked out errors with a bodged install. To the extent where half my house isnt even covered by detectors.

    Peace of mind, I dont think so!

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