QUESTION:
Ken,
I have a question about phone line issues,
We recently have had some problems with a customer claiming that We should be responsible for a loss due to his system not communicating. The customer without our knowledge had switched to digital phone or VOIP through the local cable company. This seems to be a problem that is becoming bigger every day. Our contract does have a clause in it stating that its the system/property owner responsibility to maintain and test the phone lines and communication to the central station. We have mailed out numerous letters, and notices on our invoices informing people about the situation of certain types of phone service, but they still always seem to think it should be our responsibility to make their equipment work, I am thinking about using a form or customer acknowledgement letter as an additional part of our monitoring contract that explains the phone service issues, benefits of secondary means of communication( radio or cell back-up ) and a sign off by the customer, stating that they are aware and understand the issues at hand and that they either accept or decline the option of a secondary means of communication.
What are your thoughts on this?
Dennis Monas
Innovative Securtiy & Technology
Roselle, Illinois
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ANSWER:
A properly drafted alarm contract will require the subscriber to provide phone or other communication so that the alarm can communicate. When a cable company comes in after the alarm is already installed it generally won't bother hooking up the alarm. Only a well informed subscriber will realize the alarm no longer communicates unless there is an alarm signal that doesn't communicate. By then it's a problem, usually between the alarm company and the subscriber who blames the alarm company for the non operational alarm.
This issue has been addressed. GET AND USE THE DISCLAIMER NOTICE.
The Disclaimer Notice covers the VOIP issue and other issues, including additional equipment and services the subscriber is NOT getting and permits and fines. It can also be used for specific issues that are important to your business.