Pronet Alarm System Failed During Break-In Causing Heavy Losses

On Sunday, September 14, 2025, between 6:30 and 6:45 a.m., there was an unauthorized entry into my Quitefit Gym. I have been a long-term contracted customer trusting the Pronet alarm system and detectors, yet none of them worked during the incident. About ₺90,000–₺100,000 worth of computers and phones, along with ₺430 in shop cash, were stolen. I immediately called Pronet customer service but couldn’t reach the relevant department since it was Sunday. Later, a technical inspection revealed that the batteries were dead. Despite submitting police reports and security footage, Pronet showed little interest throughout the process. I also noticed that the alarm device above the entry door had no blue light on in the evening, which could have been a deterrent. When I informed customer service, they said the blue-light device was a different product requiring an extra fee. This approach is unacceptable, especially when I was told I’d have to pay even for battery replacement. None of the four detectors worked, and we were never notified when the batteries were low, which is a major failure. We always armed the system and entered our codes, believing it was active. Had we been informed about the low battery, we would have replaced them immediately and avoided this loss. We have suffered both financially and emotionally. Trusting Pronet to ensure our security, we’ve renewed our contract every year by phone. However, after this incident, I request full compensation for our losses and the termination of our contract. My customer number is S-693398.