Re: Concord 4 issue or user issue?

[tourman <robercampbell@xxxxxxxxx>]

On Dec 6, 7:11=A0pm, Effenpig1 <dirtyspicev...@xxxxxxxxxxx> wrote:
> On Dec 6, 2:55=A0pm, mleuck <m.le...@xxxxxxxxx> wrote:
>
>
>
> > On Dec 6, 1:26=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 abou=
t
> > > 10 to 15 seconds and shut off by itself" ( Not just the siren stoppin=
g
> > > 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?
>
> > Someone at that time knew the master code, I've had customers tell me
> > stories like that before
>
> Yes, the daughter had the master code, but the son-in-law didn't.
>
> I was very tactful, I explained the event log and such, but never went
> so far as to say they were wrong. I also made sure the system was
> tested, though it was mostly just for their peace of mind ( although I
> wanted to see for myself also). Nothing worse than convincing a
> customer they are wrong only to have the incident repeat itself.

RHC: Yeah, in these kinds of situations, I usually go over all the
possible situations that could have occured and let the customer make
up his own mind. However, I also explain that electronic devices can
do strange things at times, and we will both continue to watch it to
see if it reoccurs. It's highly likely it was the customer, but you
just never know with absolute certainty. Whatever you do, don't give
them the kind of BS answer some companies give...you know " a spider
set the motion detector off" kind of crap. Customers can see this for
what it is usually and will respect you for being straight with them.

I try to investigate all false alarms to see what caused them. Some
you just never can know for sure. All you can do is cover off all
potential problem areas, perhaps put the zone on extended test at the
station, and hope the problem has been cleared....