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COMMENT ON PROBLEM CUSTOMERS 
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Ken,
          I am replying to John from NJ (Dec 31 2014 article).  We no longer do burglar alarms just fire protection systems.  Back in the late 1980's and early 90's when we were still doing a couple burglar alarm jobs a year we started using computer based panels that could be called, uploaded/downloaded, history checked, etc.  I think that a lot of John's issues could be mitigated if he used such a panel.  When his subscriber calls for a code change he could call the panel, make the change and call back and say test to make certain the old code does not work and the new one does.  He could check history and send her a copy of the printout without going anywhere.  I believe your standard contract has a provision to charge the customer for this remote service and program change.  I loved being able to call the panel, make a change, check status, etc without going anywhere, and still do for the few burglar alarms we are still involved with.
Jeff    
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Ken and all the readers of this forum,
    I feel compelled to respond to “John from N.J.’s” problem with the client who is convinced someone is circumventing her security system, and is afraid someone is out to get her.  I would wager that every security contractor with 10 years or more in this industry has experienced this scenario before, where people are convinced things are missing, or that someone has their security code.
    These people need our help.  I’ve run across several over the last 30 years.  Several years ago I had a lady who asked me to put a hidden camera in her living room to prove to me someone was getting by her alarm system.  When she called me to help her play back the tape she saw herself roaming around the house without her cane, which never left her side when I was there.  I found out what church she went to and asked the minister to help.  I talked to police officers who’d been there to answer her desperate calls.  I called the country mental health services.  I tried to get her into a meeting with a mental health professional with Catholic Charities.  The answer I received everywhere was as long as she posed no danger to herself or others, there was nothing that could be done.  She was genuinely tormented and suffering but I couldn’t get anyone to respond.
    She committed suicide about a year after I met her. 
I met another like her about a year later and vowed to myself to find someone to help.  I contacted a client who runs a halfway house for recovering  mentally ill patients.  She put me in touch with NAMI, the National Alliance on Mental Illness.   Their website is www.nami.org  Please go there and find a chapter near you.  They can help.
    The nature of our business brings us close to folks like this.   Families often ignore these problematic and complicated situations.  Some family members get abusive or even violent with the people left in their care.  We can help.  Call NAMI and ask them to help.  I have asked one of our local members to speak at one of our alarm association meetings, because I’m sure I’m not the only guy that sees these folks in need.
Ray Yauchler
Tampa Bay, FL
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DEFAULTING PANEL FROM JAN 2, 2015 ARTICLE
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Ken
    To Roger Score. Locked panels are being taken over. Just like locked cars are stolen. The question I would ask is "do you have the right to default alarm"? Just because the customer doesn't want to pay monitoring, they should be able to use the alarm they paid for. Once you release the code, or another company takes over, they need to program in their phone numbers. They will do "programming" which takes you of the hook for future problems or errors they make.
Dusan
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RESPONSE
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    This is a common mistake alarm companies make.  If you''ve sold the system to the subscriber and you're providing RMR services, monitoring, repair service, inspection, remote access, etc, you shouldn't disable the alarm system.  You can disable or terminate the RMR services.  I am not opposed to programming the keypad to read "no monitoring".  The subscriber should be able to turn the alarm on and off.  
If you own the system and lease it to the subscriber then you can disable the system entirely.  I would probably post on the keypad "no alarm service" or something like that.
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DEADBEAT CUSTOMERS 
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Ken,
   I know you’ve discussed this before however mine is a little different scenario. I have a customer who is always 6-9 mos behind with payment. Sooner or later she’ll catch up after I leave numerous messages and send her a registered letter stating her termination date. We never actually ever get to speak to her. After falling behind again, I sent her another reg letter stating I was taking her offline on 12/9/2014 (which I did) Never heard anything and the reg letter came back unsigned after 3 delivery attempts.Then I filed with small claims court and I guess upon her receiving the court notice she sent a check for partial payment. I called her to say it’s too late because we’re due in court and lo and behold she answers the phone. She was extremely nasty and threatened if I didn’t stop the suit she would slander our company name all over the place. I told her I would need a credit card going forward and put her on auto-pay but she refused. (because she never signed for the letter I’m sure she has no idea her alarm’s off line) I DEFINITELY want to get rid of her. Should I keep the court date or just cash her check and forget about the rest of the money she owes? Thanks for any advice.
Sick of the deadbeats
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RESPONSE
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    If you have a nut on your hands then she may very well cause you aggravation on  line.  You might want to take her check and forget about the court case but I dont know the amount involved.  You shouldnt have sent the termination letter registered.  If you have my contract then read it.  No notice is required but I have suggested that notice be sent with definite termination date.  If you can access the panel put message on it that there is no monitoring.  Do not disable the on off function if sub owns the system