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More on central stations from February 25, 2014 article

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Ken,

    Thank you for your very correct response.

Bob Keefe

All American Monitoring

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Ken,

    You wrote - " I'm not sure what prompted your email comment, but if it was my suggestion that dealers look around to make the best deal for themselves I certainly didn't mean to suggest that the cheapest deal was the best." in response to my RANT about retail alarm companies deserve what they get from half priced monitoring companies.

    This RANT was in direct response to the post on your site (that my response was attached with) about the alarm company in Maine that used Mason Monitoring and had his AlarmNet radios canceled by Honeywell/AlarmNet for non-payment on the account for 6 months.

 Thanks

Bart A. Didden,  President

U.S.A. Central Station Alarm Corp.

Offices in

Port Chester, NY

Milford, CT

St. Paul, MN

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Response

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    So not in connection with cut rate wholesale monitoring companies ?  I agree that "you get what you pay for" but sometimes you "don't get what you pay for" and sometimes you "don't get what you should get  based on what you pay for".  Aside from prompt compliant response to alarm conditions, which every central station should be providing, centrals should see themselves as "partners" with their dealers, maintaining a high ethical and moral ground, providing dealer support, not just in furtherance of the centrals business objective, but in furtherance of the dealers business efforts and achievements.  This means assisting the dealer in every possible way, from education, technical, licensing and business issues.  

    BTY, I know that USA Central Station does aspire to these ideals, which is one reason it's included on The Alarm Exchange.  Dealers can rely on The Alarm Exchange vendors because complaints from dealers will get the vendor removed.

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Ken

    Many thanks,

Deborah Kobrak

Fire Loss Control, Inc.

Brunswick OH 

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Ken

    In reference to Bart's comments.......  Cough, Cough....yea right....

Mike

CSS

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Ken

    What Mr. Didden seems to forget  is that a few years ago  the New York Alarm Association was trying to license central stations so standards could be implemented to ensure monitoring was done by qualified central stations. At that forum Mr. Didden  was adamantly opposed to any such regulation and the raising of standards for central stations, hence anyone with a trailer and a phone line can monitor alarms in New York State. It's not just the dealers that got what they deserved, an unknowing general public also got what they deserved as well.

Respectfully Submitted:

Robert Spetta, President

Alarm Tech Central Service Inc.

1-800-729-8324

http://www.alarmtechcentral.com/

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Response

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    Little harsh, Bob, though Bart can take it.  First, the proposed legislation was poorly conceived and drafted; I didn't support it either.  Rather, central stations could and should be included within the present NY alarm license, which should undergo a name change from Installer to something more generic.  Second, licensing central stations needs to be carefully thought out because I don't favor licensing merely for the sake of generating revenue for the state.  Since central stations operate nationwide for the most part, state licensing is burdensome and costly, and probably doesn't achieve the laudable purpose of protecting the public through oversight regulations.  

    The days of monitoring a receiver from your bed stand is long gone.  Reputable central stations make major investment in their infra structure, including their premises, personnel and operations.  One factor that sets a central station apart is how it treats its dealers, as a customer or collaborative business partner.

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Ken

    With over 40 years in the alarm business I had to chuckle with the following statement made by a central station operator. 

    “ Simply and directly put, alarm dealers that use monitoring companies that charge rates so dramatically less than the mainstream / long time service providers deserve what they get.”

    If you substituted a few words like “monitoring companies” with “alarm installing companies” you would soon see this industry has truly been in a race to the bottom, some companies just get there first. As an industry we have not carried a banner of excellence, quality and craftsmanship. We carry the banner of cheap, just listen to the adds. With a few exceptions of course.

    We all deserve what we get.

In My Humble  Opinion

Ron Irish

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This comment was sent directly to Bart and forwarded to me, so I'll keep it anon

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Bart

    I have to differ with you, I use one of your so call, non standard CO's. My central is state of the art and has a UL Certificate. So saying that lower prices are bad is wrong, if the dealer does his or hers research then you would understand. As a dealer, I'm always looking for a better deal for not only me but my customers. After years with one central, I changed to [redacted] and cut my bill in half. Savings that made it possible as to NOT raise my customers cost as I was getting ready to. So all in all I like to say we agree to disagree...

anon

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Final response --- from Bart

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Ken

    I am sure that the above will be the most professional response that I will receive today.

    Not only me, but my mainstream competitors would like to better understand how they are able to provide a service that there customers believe is competitive when we just can't make those numbers work.  I will assume that they don't use an automated attendant for inbound or outbound calling and message delivery, that their response time is very fast and professional, and that the technology is there.

    The second largest vendor operation fee is the phone company, third has recently become AlarmNet/Connect24 type services.

    Payroll is number one. 

    There must be some tangible matrix item that supports this pricing model. When the rest of the industry figures it out we will most likely adopt it as well. 

    Thanks for the e-mails.

Bart A. Didden President 

U.S.A. Central Station Alarm Corp

offices in NY, CT & MN 

877-872-1266

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Follow up to taking over alarms - from March 3, 2014

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Ken,

1.  You're absolutely correct to proceed like porcupines making love when you offer to service another company's

alarm system.  Your disclaimer is the way to do it.  The problem could be the motion detector, the environment,  the circuit,

mice chewing on the wire, insects, etc.  If you don't warn the customer up front and protect yourself you probably have ''bats in the belfry.''

2.  Whenever someone wants us to takeover a system I warn them about their existing contract.  I would hate to have my new customer get an invoice for the remainder of their contract when they could have negotiated out of it or at least made a decision as to what's best for them.In my opinion (32 years in the industry) it is unethical to not help your customer.  On the other hand one should keep in mind that our industry harbors more flakes per capita than any other industry.

Barney O’Donnell

HSI Security Systems, Inc.

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Ken,

    I just had to respond to Gennady Zak, of TEKIN Systems, regarding a sales person wanting to work on, or takeover an ADT system who also tells customers not to call their central station(s).

Perhaps the customer (who said they can't get ADT to service their malfunctioning PIR) isn't telling the whole story.  If I were that salesperson I would want to see the original contract.   If it can't be located, then I would ask if the system was installed by a dealer. (Sometimes that makes a difference.) Did the customer test the system weekly as required on all ADT contracts?  If not, when was the last signal sent?  Where is ADT's nearest sales and service office?  (ADT charges travel time from their nearest office.)  Is the customer behind on their bill?  What other issues might be on file at ADT concerning that site?  (ADT tech's also keep notes.)

    When customer's don't know, HAVE THEM CALL THEIR CENTRAL STATION and ask!  If they are hesitant, then do a 3way call with them to get the information!  You/the customer would ask 1) what was original start date  2) was system installed by a dealer?  3) Is there a service contract in place? 4) What & when was the last signal sent? 5) What are the hourly rates for a service call and what is the cost of a  new motion detector?  6) while we're at it, let's update the call list.

    The central station is their friend and customers can call and get this information 24/7/365. In fact, they should have their central station phone number on speed dial!  After all, they are paying for this service and are supposed to be communicating/sending test signals weekly.  

The last I knew, ADT's small business contracts are 5 years, unless specifically negotiated for less.  Dealer-installed 'small business' systems are typically residential systems, with a 3 year contract, (exceptions) and many of those were take-overs of other alarms.  ADT may be monitoring it, but that doesn't mean they installed it. 

    BTW: not all ADT tech's are fluent in working on all alarm systems, especially older, odd-ball ones installed by, or taken-over by dealers.              

As for cancelling (with ADT), it's very important to WRITE a brief notice of cancellation and fax it to the nearest ADT Sales & Service office for fastest processing.  My experience is, staff at local offices will make sure the initial contract term was fulfilled, then they will go ahead and cancel service and send a final bill to the last known address. 

 

Dear LOL Alarm Company

Regarding account # 123456789

We are no longer under contract and for economic reasons, am cancelling monitoring service effective immediatley. Please send a final bill to the current address.  

Thank you.  

Mr. & Mrs. Smith

1234 Any Street

Any City, USA 98765

 

    As for the salesperson wanting to tinker on the client's ADT alarm system, DO NOT TOUCH IT untill it's out of contract/under new contract.  People are nice today, (because they want something fixed as cheaply as possible) but will sue tomorrow should something go wrong (and ADT will too!)  So, if the customer is still under contract with ADT, they have to figure it out with them and you have to respect thier existing contract and wait for it to expire. Period.  

If that's the case, I would have helped the customer get to the bottom of why ADT won't servicve the alarm because there is always an underlying reason.  I'll bet they don't have a service contract & they have to pay for travel time, resulting in a few hundred dollars, which might exceed the initial cost of the installation! 

    If customer is not under contract, (they still have to fax that cancel letter) then here is an opportunity to educate the customer and guide them/asist them thru changing alarm companies and getting a new motion detector.  It's very important to ask the right questions and the central station is a wealth of information.    

Cynthia Hart

Hart Universal Security

Oregon

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TO SUBMIT QUESTIONS OR COMMENTS REPLY TO THIS EMAIL OR EMAIL Ken@Kirschenbaumesq.com.  Most comments and questions get circulated.

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Speaking Engagements

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Sonitrol Verified Electronic Security.  Annual convention March 22, 2014 at The Worthington Renaissance Fort Worth Hotel in Fort Worth, Texas.

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SentryNet's 19th Annual Dealer Conference.  April 22 - 24, 2014 at Harrah's in Tunica, MS.  register at http://www.sentrycon.us or call Peggy at 800-932-3304 for more information.   www.sentrynet.com

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Alabama Alarm Association.  AAA's Fall Meeting and Trade Show - October 21, 2014 from 3 to 5 PM at DoubleTree Hotel 808 South 20th Street Birmingham, AL 35205  contact Shelly  (205) 933-9000 for more info

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Electronic Security Summit for 2014.  October 22-24, 2014  at the landmark Broadmoor Hotel. Colorado Springs, CO.  For more information contact Alexander J. Quirin, CEO & Managing Partner, Advisory Summit Providers, LLC.,  (786) 999-9738    alex.quirin@aspsummits.com    www.aspsummits.com

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