Aesglobalonline Opiniões 323

Problem with my handset. Luke went out of his way to help and eventually fix the handset over a period of days. Service like this is very hard to find anymore, what an asset Luke is to this company.

We have bought the wifi intercom 5 years ago (on Android). Their app wifi pro 2 has had many complete failures over the years and to this is day is still missing notifications randomly - uterly useless.
This company expect their customers to pay for testing their faulty products... The product is now discontinued and we are asked to send our unit back which I am pretty sure will just be updated and sent back to us.
Your business model is not working. For the maintenance you should sell a subscription service not making faulty products to sell more later....

ADDED October 2024
Since the original review below, I have been in touch with Kiefer who has arranged for a well priced replacement unit and walked me through the very easy process to swap old for new. Great experience there.

The original experience was a shocker. No questions here. AES have done all they could to make it better and have succeeded.

Thank you!

ORIGINAL review:
And just like that… AES ends support and the intercom is now a brick with a keypad on it.

Support was very helpful during initial set up. Then one day I reached out with a connection issue to which they said they were “very sorry and there was nothing [they] could do”. My 3 year old device would no longer work!!?? £850 device and from one day to the next without any notification, the intercom stops ringing on your iPhone or your iPad thus entirely useless and the company’s only answer is “we’ll give you a 20% discount on our latest £950 device”. Really?? I have to believe I am missing something. Please do tell me what it is.

Otherwise it’s a definite STAY AWAY because you never know when your device becomes a brick.

I look forward to hearing an answer different to the one I have had so far.

We have always found the after sales care from this company to be outstanding. We had several issues with the Praetorian Guard intercom system when it was first installed, none of which were relating to the equipment but lack of upload speed on our internet. The guys in the technical team (Kiefer and Thor) were extremely patient with us pensioners and spent ages on the telephone giving us step by instructions. They eventually sorted that issue out for us as well as several other issues since. I would highly recommend this company and their products.

Brilliant customer service from Luke. Sorted my programming issue in minutes.

In contrast to the above comments on AES Global, my experience with this company is dire. Although only installed 5 years ago, AES has long given up on updating their Pro 2 app which controls their video intercom Predator II meaning my latest iphone cannot be used to communicate with my gates and I am forced to carry around and use my old iphone. They stopped upgrading after iOS 15.7 but don’t worry they say, advising me to spend a fortune on installing their latest replacement video intercom system Praetorian Guard.
If AES director Paul Creighton wishes to comment instead of ignoring my email please do so although I understand he has other more pressing business interests.
In reply to AES return email to me I replied on 15/08/24 as follows
Hi Kiefer
I have been communicating with AES on this issue since last year when I purchased my new iphone only to find it would not operate on your Pro 2 app. My last contact was with Glenn Ball who I understand is head of UK Sales. He, like you, told me AES were not going to upgrade the app to make it compatible with my iphone.

Of course, if I had known my installer was only offering a system with a relatively low lifespan I would have rejected it. So, wise after the event although it is worth noting that if this was, for example, a vehicle you would not expect spares and servicing to stop when the motor company brought in a new model.

As I am unable to use my iphone on your system I do not see the point in continuing the dialogue further and hence my review on Trust Pilot.

Regards
Margaret Claydon

I contacted AES for technical support and was put in touch with Kiefer McDonald. Kiefer was fantastic in helping me resolve the issue I was having.

If every support call was handled by someone like Kiefer, I'd want to call more often! He was great!!

Thanks, Kiefer!

Kiefer of AES Global was very responsive and helpful with a programming issue we had on our Modular Multibutton 4G system. Thank you Kiefer !

Kiefer was excellent. He patiently listened to my issues and connected me to various other parts of the team at AES. My questions and issues were quickly solved!! After months of looking for some direction and help, I am so happy to have had Kiefer sort it out!!!

I contacted technical support today for help adding my new mobile number to my cellcom lite intercom, Luke was extremely helpful and helped me without any fuss, he couldn’t have been more helpful and he was very pleasant. Thank you

Hi just wanted to say a big thank you for all the help I have been getting from the team at AES technical. Mark, Dave and okeef have been amazing with their help and support so friendly on the phone while they are dealing with the issue at hand. A great team. Congratulations to mark also with the new addition to the family.

I contacted AES through their website during the evening. The next morning, their reply was in my inbox, with a clear and detailed answer to my query.
They answered follow-up questions very quickly and clearly.
Kiefer, take a bow please - you set the benchmark for the way to respond to a customer.
So helpful. Thank you!

AES are absolutely brilliant I spoke to Dave / Kiefer / and Luke they were extremely helpful and nothing was to much trouble I can totally recommend this company
Mike Haskell

Our gate broke and we were told that we needed a new sim card. The last company we were with said they couldn't help us. AES sent us a new sim card and Malcom helped walk helped us step by step along the way. We are not tech savvy but Malcom was to talk us through it all and was very helpful!! If it were up to the other company we would need a new system, but now we got it fixed with Malcom's help for free.

This is a great company and customer service is amazing. I dealt with Dean who is a supervisor and he went out of his way to help me with all my issues and made sure I was fully taken care of. Their system is hands down the best gate access control.

Dave was very knowledgeable, helpful and easy to talk to.
Quick to return calls and assist remotely.

Great team very happy with all the staff nothing is a problem as I am hard to get through to, but the boys always helps. Thanks very much for all the help.
Eamon McGill

First class service all round.
We looked around before choosing AES and those with more experience than us explained that when push comes to shove it’s the after sales service that counts and AES stand out from the rest.
They were right. Whenever we’ve had an issue Kiefer and the others in his team were there to help.

The team at AES have always gone above and beyond to sort out any issues we get. They sort out problems very quickly with no fuss at all. An amazing company with an amazing brand of products with staff to match
Well done all of you.

The Support Team are so easy to get hold of and nothing is too much trouble. Can’t recommend them highly enough.