Two years without an issue. Then a window sensor started tripping the alarm when it was barely touched.
The call
A system that has behaved for two years starts doing something it shouldn’t. That’s the ordinary case, and it’s what most people are quietly worried about when they sign a monitoring agreement — not the break-in, but being left alone with equipment they can’t fix.
He called dispatch, spoke to a person, and had a technician at the house within a few hours.
We even tried tipping him and he wouldn’t take it saying he just wants to make sure everyone gets top quality service.
Cliff S., Orange County
What a service call actually involves
On a new installation, every single sensor is tested. On a service call, at least 10% of the devices in the system are tested — plus every device that was worked on that day, without exception. The technician then calls the monitoring station back with the zone list and confirms, one device at a time, that each signal was actually received. If a signal didn’t arrive, they test again. The system only comes off test once every signal has been verified.
It means a technician doesn’t leave your property on their own say-so that the work is done. They leave when the monitoring station confirms it heard everything.
Most service calls are small
Looking back over years of service requests, the pattern is consistent and it isn’t dramatic.
- Batteries — overwhelmingly the most common. Sensor, panel and smoke detector batteries.
- Sensors drifting out of alignment, or reporting when they shouldn’t.
- Panels and keypads — a reset, a keypad that has failed, an app or connectivity question.
- Not faults at all — a move, a new member of staff needing access, or somebody wanting to finally understand the system they’ve had for two years.
We mention it because the thing people worry about when they sign a monitoring agreement is being left alone with equipment they can’t operate. In practice the calls we get are batteries and questions, and both get answered.
Called into dispatch and spoke with Connie (I think that’s her name) who was very helpful and got me a technician out to my place in a few hours. David the technician was on-time and excellent… He explained everything clearly.
Cliff S., Orange County — published on Yelp, October 2020. Quoted as written.
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