Re: Concord 4 issue or user issue?

[tourman <robercampbell@xxxxxxxxx>]

On Dec 6, 2:26=A0pm, Effenpig1 <dirtyspicev...@xxxxxxxxxxx> wrote:
> Had a customer call with a issue I've never come across before. Here's
> what happened: Installed a Concord 4 at her house about 3 months ago.
> I taught her to arm to stay with no delay at night, and then she
> changes it to away when she leaves. Her daughter and son-in-law are
> visiting, she left early in the morning and switched from stay to
> away. After she left the daughter came out of her bedroom and tripped
> the living room motion.
>
> Here's where it gets weird: Son-in-law calls me and tells me what
> happened, he says he's concerned because "the alarm went off for about
> 10 to 15 seconds and shut off by itself" ( Not just the siren stopping
> but a full clear)
>
> I checked the event logs and heres what I found:
>
> Zone 11 alarm then =A05 seconds later an E406 cancel/abort by user #
> U846 ( master code)
>
> I'm thinking frazzled daughter gets crap scared out of her, panics,
> punches in code, then somehow forgets that she did it. Her and her
> husband were the only ones there and he didn't even know the code
> anyway, so I'm sure he didn't cancel the alarm. Also, there are no
> keyfobs or wireless keypads/remotes, 2 hardwired ATP1000 keypads.
>
> I tested the system, arming it the same way they did that morning, no
> issues. I'm going to run it by GE tech support tomorrow morning. I'm
> 99.999% sure it's just user error, but that .001% bugs me.
>
> So what do you think, is it user error? because I can't imagine what
> else it would be. =A0Any thoughts?

RHC: I'm just guessing here, and I don't know the Concord panel at
all; however, the event log doesn't lie. If it says someone turned the
panel off, then someone turned the panel off. People in mild panic
mode often don't know what they've done, or forget, or blank things
out of their mind. It's probably worth checking with tech support (if
only to set your mind at ease), but I've seen far crazier things
happen when the alarm goes off.

The biggest difficulty is going to be explaining to the customer they
did something they swear they didn't do. Sometimes it takes a lot of
tact....:)) Showing them a printout of the event log may help, or a
printout from the station......