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Re: Telco / Cable company alarm jack connection problems



tourman wrote:
> A significant number of my trouble calls are from clients who's panels
> are beeping because either the telephone company or the cable company
> went in and during either an installation or conversion, messed up the
> alarm system line connections. I'd like to know what other companies
> are doing to resolve this, or how you handle calls like this.
> The obvious way is to simply charge the client for a service call;
> however, that seems somewhat unfair since it was caused by an outside
> incompetent source. But when the client goes back and complains to the
> phone or cable company, it might catch their attention. I'd really
> like to get to the source of the problem and stop it (hell....five
> minutes training on proper alarm jack wiring would solve it....)
>
> I've also tried billing the phone company in the past, but that's an
> impossibility, since they don't even acknowledge the bill. I doubt the
> cable company would respond any differently.This might seem like an
> obvious question, but I would like suggestions on how to approach this
> large and growing problem.
>
> Any SERIOUS suggestions ?

I explain to the customer what has likely happened, and suggest that they
call the telco/cableco back to repair what they have done. Sometimes that
works. This is the best option to me, since the utility company has to fix
it's own mistake. The other option I give the customer is that I will come
ot and straighten things out. I do charge for the service call, and fair or
not, I am providing a service, and repairing a mistake made by an
incompetent telco or cableco tech. It is outrageous to me that these
utilities keep sending incompetent people, and disconnecting my customers'
alarm systems. Occasionally, the cable co. will agree to reimburse my
customer for my charges. I have not seen that from the telco, although they
generate far fewer problems for me.

Also, I send out a newsletter with my quarterly billing. In the news letter
I explain the pitfalls of VOiP and cable telephone service. I also let my
customers know what to expect when calling their telephone provider for
service, and what can happen if they switch from a real telephone company to
a cable phone provider.




--
js

Si Vis Pacem, Para Bellum




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