Re: Concord 4 issue or user issue?

[Effenpig1 <dirtyspicevent@xxxxxxxxxxx>]

On Dec 6, 10:34=A0pm, "Crash Gordon" <webmas...@xxxxxxxxxxxxxxxxxxxxx>
wrote:
> best way (if you're really concerned) is to pay them a courtesy
> call...personally. and try to reproduce the event exactly. physically bei=
ng
> there and trying to get it to happen again is the best way...bring donuts
> and coffee and have fun with it...in 2 days they'll forget all about the =
f/u
> and remember that you came out for free with coffee in hand.
>
> --
> **Crash Gordon**
>
> "Effenpig1" <dirtyspicev...@xxxxxxxxxxx> wrote in message
>
> news:4b611c95-6dca-4c27-83a7-132065d9c3d5@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
>
> > On Dec 6, 2:55 pm, mleuck <m.le...@xxxxxxxxx> wrote:
> >> On Dec 6, 1:26 pm, 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 trippe=
d
> >> > 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 abo=
ut
> >> > 10 to 15 seconds and shut off by itself" ( Not just the siren stoppi=
ng
> >> > 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, n=
o
> >> > 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.

Already did try to reproduce the the event. Armed the system to stay
first, then changed to away and opened the entry/exit door. Waited for
delay to expire and walked into the path of the motion. The motion
triggered the alarm and the system did not "mysteriously" disarm
itself after 10 seconds. CHecked the vent report and it read like an
exact copy of the original event.

As far as them forgetting about the f/u, I'd rather they did not
forget about it. If they remember it they are hopefully less likely to
do it again.