Vivint

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Vivint's key feedback

Camera Connectivity Issues

Many users report that the cameras frequently go offline, buffer excessively, or fail to load live feeds, affecting approximately 40% of users. This issue undermines the core functionality of the security system, leaving users frustrated and insecure.

The live feed constantly buffers, making it impossible to view real-time footage.

Unreliable Alerts and Notifications

Users experience inconsistent alerts and notifications, with alarms failing to trigger during actual events or going off without cause, affecting around 30% of users. This inconsistency diminishes trust in the system's reliability.

The alarm didn't go off during a raccoon attack, but it triggered 17 times for no reason the next day.

App Performance and Stability

The app frequently crashes, lags, or requires reinstallation to function properly, impacting about 25% of users. This instability makes it difficult for users to manage their security systems effectively.

The app often requires reinstallation to work, making remote management unreliable.

Customer Service Frustrations

Users express dissatisfaction with customer service, citing unhelpful responses and unresolved issues, affecting approximately 20% of users. This lack of support exacerbates frustrations with the product's performance.

Customer service is unhelpful, and issues remain unresolved despite repeated contact.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

SimpliSafe

SimpliSafe receives high praise for its ease of use, affordability, and reliable customer service. Users appreciate the straightforward installation process and the system's effectiveness in providing peace of mind. However, some users report issues with app functionality and connectivity.

#2 RUNNER UP

Ring

Ring is appreciated for its clear video quality and ease of installation, providing users with a sense of security. However, many users experience connectivity issues, delays in notifications, and app glitches, particularly on Android devices, which detract from the overall experience.

#3 Straggler

Vivint

Vivint receives mixed feedback, with some users praising its features and customer service, while others criticize its reliability and app performance. Common complaints include slow loading times, frequent disconnections, and issues with camera functionality, leading to frustration among users.

Nuggets

Major Highlights of the Week

Live Feed Buffering

The app frequently buffers and fails to refresh live camera feeds, rendering real-time monitoring ineffective. This issue compromises the core functionality of the security system, leading to user frustration and dissatisfaction.

I cannot view live feed on my app; it’s always buffering and never refreshes.

Frequent Offline Issues

Users experience frequent disconnections and offline status of the system, even when Wi-Fi is stable. This persistent connectivity problem undermines the reliability of the security system.

The app keeps going offline, stating that the Wi-Fi is not connected, when it is.

False Alerts

The system generates false alerts, such as alarms going off without cause or indicating doors are open when they are not. These inaccuracies erode trust in the system's reliability.

The app tells me a door is open when it’s not.

Camera Detection Failures

Cameras fail to detect and record events accurately, missing critical security incidents. This failure in core functionality diminishes the perceived value of the security system.

Cameras don’t capture anything, even with sensitivity all the way up.

Customer Service Frustrations

Users report inadequate customer service, with unresolved issues and unhelpful support interactions. This poor service experience exacerbates user dissatisfaction with the product.

Customer service is a joke after spending thousands of dollars; they want me to upgrade instead of fixing issues.

App Performance Lag

The app suffers from significant lag, especially when loading video feeds or executing commands. This performance issue hinders the user experience and diminishes the app's utility.

The app never loads after getting a notification and it lags.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Live Feed Buffering

Frequent Offline Issues

Users experience frequent disconnections and offline status of the system, even when Wi-Fi is stable. This persistent connectivity problem undermines the reliability of the security system.

False Alerts

The system generates false alerts, such as alarms going off without cause or indicating doors are open when they are not. These inaccuracies erode trust in the system's reliability.

Camera Detection Failures

Cameras fail to detect and record events accurately, missing critical security incidents. This failure in core functionality diminishes the perceived value of the security system.

Customer Service Frustrations

Users report inadequate customer service, with unresolved issues and unhelpful support interactions. This poor service experience exacerbates user dissatisfaction with the product.

App Performance Lag

The app suffers from significant lag, especially when loading video feeds or executing commands. This performance issue hinders the user experience and diminishes the app's utility.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app frequently goes offline and fails to record important events, making it unreliable for security purposes. Customer service is unhelpful, and the equipment is expensive for the poor quality provided.

Roskana

Week of April 9th, 2025

The app is slow and often fails to load live feeds or recorded videos, which is frustrating when trying to monitor security events. This system is too expensive to not work as described.

lchellemos

Week of April 9th, 2025

Vivint's product has become unreliable and glitchy over the years, requiring regular reboots and failing to provide consistent service. I would not recommend it to anyone.

Biff47882

Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The app is slow and often fails to load live feeds or recorded videos, which is frustrating when trying to monitor security events. This system is too expensive to not work as described.

Kelly Williams

Google Play

Vivint's product has become unreliable and glitchy over the years, requiring regular reboots and failing to provide consistent service. I would not recommend it to anyone.

Koray Okumus

Google Play

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User Experience Report

Vivint

Top Insights This Week

Camera Connectivity Issues

Unreliable Alerts and Notifications

App Performance and Stability

Customer Service Frustrations

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts