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Steve Dixon

Design matters at Vivint’s new monitoring center

Dixon: Center is built to benefit employees and the bottom line

EAGAN, Minn.—Featuring natural light, an expanded cafeteria with free food and a pond where employees can go fishing during breaks, Vivint’s new monitoring center is loaded with employee-pleasing amenities that translate into increased productivity and profits for the company, according to Steve Dixon, Vivint’s VP of customer experience and operations.

Vivint alerts homeowners about scam artists

Wednesday, April 29, 2015

Say your residential security company has made a huge dent in a particular neighborhood. You’ve got the area covered and all is good, for you and for homeowners.

Then some shifty guy comes around that neighborhood, knocks on your customers’ doors and professes to offer a better deal for their homes’ security than you can provide.

The guy is likely part of a door-to-door scam, and it’s also likely more guys like him will be showing up over the summer months, according to the Better Business Bureau. I read about a spate of this going on recently in Corpus Christie, Texas, but that's not to say Corpus Christie is a unique target of such ploys.

Vivint has a way of letting its customers know to be on the lookout for such scams. It encourages aware customers to contact the company about suspected scams or deceptive sales practices in their neighborhoods. Upon that notification, Vivint will send out an alert to alarm panels owned by customers in the impacted area. The message says that security scams have been reported nearby, and also gives a 24/7 phone number to call to verify a Vivint rep who might legitimately show up at the door.

“At Vivint, we take all possible measures to keep our customers protected. This includes keeping them apprised of what’s going on in and around their homes in real time,” Steve Dixon, VP of customer experience and operations, told me via email.

"The security alert is one of the things Vivint uses, in addition to customer emails and calls, to advise Vivint customers about questionable or deceptive sales practices used by competitor sales representatives in the area," Dixon said.

Good for Vivint, I say, and to all the other resi providers who provide such a service.

Scam artists, beware!

Vivint wins recognition for its customer service


PROVO, Utah—Vivint, a home automation services/home security provider based here, has again received recognition for its outstanding customer service department by the People’s Choice Stevie Awards, according to a news release.

Vivint reveals key to success

Friday, October 5, 2012

As we all know by know, Vivint has worked out a deal to be sold by the end of this year to the Blackstone Group for the whopping amount of more than $2 billion.

If you’re wondering what its secret is, the 13-year-old Provo, Utah-based home automation/home security provider offered an answer in a recent press release this week, during National Customer Service Week. It said its key to success is excellent service to its more than 675,000 customers throughout the United States and Canada.

Here’s some of what Vivint had to say:

"Customer service professionals answer calls, tackle problems, manage teams, and are the frontline responders in making someone's day a little easier," said Steve Dixon, Vivint's vice president of operations. "You can have world-class products and attractive pricing, but if you don't back that up with professional, friendly and effective customer service you won't succeed."

Tina Brewer, of Fredericton, New Brunswick, recalls a personal experience when Vivint's customer service representatives offered timely and effective advice.

"I came home from work and attempted to enter my passcode," Brewer said. "I received a message that it was an invalid code and attempted to re-enter the code. However, when I started to do so, a loud alarm sounded. I was startled and unsure what to do. The voice of Vivint's support staff came on the speaker and walked me through the necessary steps to stop the alarm."

Brewer was also connected to Vivint's technical support team who taught her how to properly use her keyless entry. "Vivint's support staff was so kind and so helpful. I was completely overwhelmed," Brewer added. "They were helpful and supportive. I know that if I were in an unsafe situation, having their support would come as a great comfort."

Vivint has won numerous awards for its customer service. It was honored as the gold winner of "Customer Service Department of the Year" at the 2012 American Business Awards, a top annual business recognition program. Vivint also earned gold medal honors from Contact Center World. In addition, Vivint received top honors from the Central Station Alarm Association for its exceptional service to customers and community.

At Vivint, outstanding customer service extends beyond the initial sign-up of a customer. Damien Seabrook, of North Charleston, N.C., was surprised at the fast and friendly manner of Vivint's installation technicians, who arrived at his home in less than 15 minutes after he verified his account.

"I was blown away by the quick response and have never had that happen in my life," Seabrook said. "Once the technician verified what package I was getting he got right to work. In 45 minutes I had a new system and he even took the time to show me how to work everything. The great part about it is he even downloaded the app to my phone."