Re: pir false alarms

[Frank Olson <Use_the_email_links@xxxxxxxxxxxxxxxxxxxxxx>]

Robert L Bass wrote:


> It is not "normal" for all three PIR detectors to fail after a short time.
> Flies rarely cause problems.  A spider could be the culprit in some
> circumstances, but rarely in 3 separate detectors.  However, the real
> problem here is that the installer should have honored the warranty.

Which "warranty"?  If the "installer honoured the warranty", he would
have replaced the sensors with exactly the same units that malfunctioned
(as the manufacturer would honour the warranty to the Dealer).  He would
still have charged for the service call.  The customer would then be
facing another false alarm problem two and a half years down the road.

>
>
>>Can the reason be in the rokonet system instead of in the PIR's?
>
>
> It could be.  Were these wired or wireless snsors?  Are there other sensors
> in the system?

He's provided the make and model number of the detectors.


>
>
>>Any other ideas???
>
>
> Yes.  Refuse to pay for replacement of merchandise which is still under
> warranty.   Tell the installer tht if he insists on payment you will switch
> to another alarm company.
>

You're an idiot, Bass.  The warranty in this instance applies to the
original equipment which was upgraded to dual-tecs (and not the labour).
  Replacing the original equipment is not an option if (as it's already
demonstrated) it's subject to false alarms after 2 and a half years.
The customer may be able to pursue a warranty claim against the cost of
the dual-tecs (you have to keep in mind they're more expensive than the
units that were first installed).  This will mean a "credit" against the
cost of the dual-tecs.  Being confrontational with his dealer is NOT
going to solve his problem.  He will still be subject to the terms of
his contract and the dealer's installation warranty (which requires him
to pay for non-warranty or out-of-warranty service and is entirely
separate from the manufacturer's warranty).

Which brings up a valid question.  What would you do in this instance?
Let's say this customer purchased the PIR's from you and they all
started falsing after two and a half years.  What would he have to do to
obtain "warranty service" from you?  And what would you provide in the
way of "service" (that is if the customer can actually contact you)?
What will this "warranty service" cost him?  Will he have to pay for
shipping?  Would he have to return the units in their original packaging
(even after two and a half years), or would you just send him out
replacement PIR's and credit him the cost of units that were falsing?