Ots 2:00 AM and the alarm is going off.

[Bob La Londe]

Its 2:00 AM and the alarm is going off.

The person on the other end of the phone wants you to tell them over the
phone how to turn off or disable the alarm that is going off. They are not
the person for whom the alarm was installed. They claim to have purchased
the home from the person who had the alarm installed. You can hear the
siren going in the background. They have no code for the alarm system.
They are not wiling to pay for a service call to come out to the site to and
help them out.

What do you do?

I tried to explain to them that there was no way that I would give somebody
I didn't know instructions over the phone on how to disarm or disable an
alarm system, but if they were willing to pay for an overtime service call I
would be willing to come out to the premise and help them with the
situation. When paying for my service seemed to be unreasonable to them I
tried to explain that any skilled proffessional is going to require to be
paid for a 2:00 AM service call. The caller then went on to say they could
not understand why I could not tell them how to disable the alarm over the
phone.

Ultimately they threatened to make sure my manager knows how I didn't help
them and hung up on me.

If the caller had waited I would have explained to them that they could
reach my manager on Monday morning after 9:00 AM and that "he" would be glad
to listen to their complaint. LOL.

 

[alarman]

Its 2:00 AM and the alarm is going off.

The person on the other end of the phone wants you to tell them over the
phone how to turn off or disable the alarm that is going off. They are not
the person for whom the alarm was installed. They claim to have purchased
the home from the person who had the alarm installed. You can hear the
siren going in the background. They have no code for the alarm system.
They are not wiling to pay for a service call to come out to the site to and
help them out.

What do you do?

I tried to explain to them that there was no way that I would give somebody
I didn't know instructions over the phone on how to disarm or disable an
alarm system, but if they were willing to pay for an overtime service call I
would be willing to come out to the premise and help them with the
situation. When paying for my service seemed to be unreasonable to them I
tried to explain that any skilled proffessional is going to require to be
paid for a 2:00 AM service call. The caller then went on to say they could
not understand why I could not tell them how to disable the alarm over the
phone.

Ultimately they threatened to make sure my manager knows how I didn't help
them and hung up on me.

If the caller had waited I would have explained to them that they could
reach my manager on Monday morning after 9:00 AM and that "he" would be glad
to listen to their complaint. LOL.

I got one of those just yesterday, but more like 9 PM. The scenario as you
described, and with much the same result. My caller was a tenant, directed
by the property mgt. Co. to call me. They said we handle the alarm service.
Hmmm....news to me. I did the install years ago, and the that customer has
long since moved out.

She wanted me to tell her which wires to cut. Yeah, right. I told her to
contact the property manager for the code.

She hung up on me too.
js

 

[Crash Gordon]

And it's always; "YOUR alarm is going off", to which my reply is...no it
ain't, sounds like the sound is coming from *your* end of the line...nice
and quiet here, or at least it was until you called wanting a free service
call at 2am on a Sunday morning.



| | > Its 2:00 AM and the alarm is going off.
| >
| > The person on the other end of the phone wants you to tell them over the
| > phone how to turn off or disable the alarm that is going off. They are
| not
| > the person for whom the alarm was installed. They claim to have
purchased
| > the home from the person who had the alarm installed. You can hear the
| > siren going in the background. They have no code for the alarm system.
| > They are not wiling to pay for a service call to come out to the site to
| and
| > help them out.
| >
| > What do you do?
| >
| > I tried to explain to them that there was no way that I would give
| somebody
| > I didn't know instructions over the phone on how to disarm or disable an
| > alarm system, but if they were willing to pay for an overtime service
call
| I
| > would be willing to come out to the premise and help them with the
| > situation. When paying for my service seemed to be unreasonable to them
I
| > tried to explain that any skilled proffessional is going to require to
be
| > paid for a 2:00 AM service call. The caller then went on to say they
| could
| > not understand why I could not tell them how to disable the alarm over
the
| > phone.
| >
| > Ultimately they threatened to make sure my manager knows how I didn't
help
| > them and hung up on me.
| >
| > If the caller had waited I would have explained to them that they could
| > reach my manager on Monday morning after 9:00 AM and that "he" would be
| glad
| > to listen to their complaint. LOL.
|
| I got one of those just yesterday, but more like 9 PM. The scenario as you
| described, and with much the same result. My caller was a tenant, directed
| by the property mgt. Co. to call me. They said we handle the alarm
service.
| Hmmm....news to me. I did the install years ago, and the that customer has
| long since moved out.
|
| She wanted me to tell her which wires to cut. Yeah, right. I told her to
| contact the property manager for the code.
|
| She hung up on me too.
| js
|
|

 

[Doug L]

For those calls I'd like to get a voice mail system that after working their
way through 27 different options finally dumps them at a call centre in
India, or maybe just forward them to RLB's VM system.

Doug L

--

 

[Crash Gordon]

I've been thinking of adding a selection in my VM for non-clients...press 3
for Help if you not a current client...that will forward to a 900 "Help
Line" at 3 bucks a minute billed to their phone number, and put them on hold
for 10 minutes before I pickup.


| For those calls I'd like to get a voice mail system that after working
their
| way through 27 different options finally dumps them at a call centre in
| India, or maybe just forward them to RLB's VM system.
|
| Doug L
|
| --
|
| | > | >> Its 2:00 AM and the alarm is going off.
| >>
| >> The person on the other end of the phone wants you to tell them over
the
| >> phone how to turn off or disable the alarm that is going off. They are
| > not
| >> the person for whom the alarm was installed. They claim to have
| >> purchased
| >> the home from the person who had the alarm installed. You can hear the
| >> siren going in the background. They have no code for the alarm system.
| >> They are not wiling to pay for a service call to come out to the site
to
| > and
| >> help them out.
| >>
| >> What do you do?
| >>
| >> I tried to explain to them that there was no way that I would give
| > somebody
| >> I didn't know instructions over the phone on how to disarm or disable
an
| >> alarm system, but if they were willing to pay for an overtime service
| >> call
| > I
| >> would be willing to come out to the premise and help them with the
| >> situation. When paying for my service seemed to be unreasonable to
them
| >> I
| >> tried to explain that any skilled proffessional is going to require to
be
| >> paid for a 2:00 AM service call. The caller then went on to say they
| > could
| >> not understand why I could not tell them how to disable the alarm over
| >> the
| >> phone.
| >>
| >> Ultimately they threatened to make sure my manager knows how I didn't
| >> help
| >> them and hung up on me.
| >>
| >> If the caller had waited I would have explained to them that they could
| >> reach my manager on Monday morning after 9:00 AM and that "he" would be
| > glad
| >> to listen to their complaint. LOL.
| >
| > I got one of those just yesterday, but more like 9 PM. The scenario as
you
| > described, and with much the same result. My caller was a tenant,
directed
| > by the property mgt. Co. to call me. They said we handle the alarm
| > service.
| > Hmmm....news to me. I did the install years ago, and the that customer
has
| > long since moved out.
| >
| > She wanted me to tell her which wires to cut. Yeah, right. I told her to
| > contact the property manager for the code.
| >
| > She hung up on me too.
| > js
| >
| >
|
|

 

[Jim Rojas]

ls each week with similar situations. It is mostly a new
homeowner with no codes for the system in place. I usually charge $35-50 per
call.

Jim Rojas

 

[Bob La Londe]

ls each week with similar situations. It is mostly a new homeowner with no
codes for the system in place. I usually charge $35-50 per call.

Jim Rojas

At 2:00 AM ?

 

[Frank Olson]

People, Don't ya love'em

"People", I'm generally ambivalent over... *Customers*, I like...
*Paying customers*, I love!!

 

[alarman]

ls each week with similar situations. It is mostly a new
homeowner with no codes for the system in place. I usually charge $35-50 per
call.

For the telephone call? Cool. Now there's an idea...
js

 

[Mark Leuck]

I got one of those just yesterday, but more like 9 PM. The scenario as you
described, and with much the same result. My caller was a tenant, directed
by the property mgt. Co. to call me. They said we handle the alarm service.
Hmmm....news to me. I did the install years ago, and the that customer has
long since moved out.

She wanted me to tell her which wires to cut. Yeah, right. I told her to
contact the property manager for the code.

She hung up on me too.
js

Was it by chance a Moose panel?

 

[Crash Gordon]

Actually if they're nice (like a little old lady in tears) I will walk them
through disarming it until I can get there. There are ways to disarm without
revealing any real codes to them.

No charge. This creates an indebtedness of sorts and they just love me after
that



| ls each week with similar situations. It is mostly a new
| homeowner with no codes for the system in place. I usually charge $35-50
per
| call.
|
| Jim Rojas
|
| | > I've been thinking of adding a selection in my VM for
non-clients...press
| > 3
| > for Help if you not a current client...that will forward to a 900 "Help
| > Line" at 3 bucks a minute billed to their phone number, and put them on
| > hold
| > for 10 minutes before I pickup.
| >
| >
| > | > | For those calls I'd like to get a voice mail system that after working
| > their
| > | way through 27 different options finally dumps them at a call centre
in
| > | India, or maybe just forward them to RLB's VM system.
| > |
| > | Doug L
| > |
| > | --
| > |
| > | | > | > | > | >> Its 2:00 AM and the alarm is going off.
| > | >>
| > | >> The person on the other end of the phone wants you to tell them
over
| > the
| > | >> phone how to turn off or disable the alarm that is going off. They
| > are
| > | > not
| > | >> the person for whom the alarm was installed. They claim to have
| > | >> purchased
| > | >> the home from the person who had the alarm installed. You can hear
| > the
| > | >> siren going in the background. They have no code for the alarm
| > system.
| > | >> They are not wiling to pay for a service call to come out to the
site
| > to
| > | > and
| > | >> help them out.
| > | >>
| > | >> What do you do?
| > | >>
| > | >> I tried to explain to them that there was no way that I would give
| > | > somebody
| > | >> I didn't know instructions over the phone on how to disarm or
disable
| > an
| > | >> alarm system, but if they were willing to pay for an overtime
service
| > | >> call
| > | > I
| > | >> would be willing to come out to the premise and help them with the
| > | >> situation. When paying for my service seemed to be unreasonable to
| > them
| > | >> I
| > | >> tried to explain that any skilled proffessional is going to require
| > to
| > be
| > | >> paid for a 2:00 AM service call. The caller then went on to say
they
| > | > could
| > | >> not understand why I could not tell them how to disable the alarm
| > over
| > | >> the
| > | >> phone.
| > | >>
| > | >> Ultimately they threatened to make sure my manager knows how I
didn't
| > | >> help
| > | >> them and hung up on me.
| > | >>
| > | >> If the caller had waited I would have explained to them that they
| > could
| > | >> reach my manager on Monday morning after 9:00 AM and that "he"
would
| > be
| > | > glad
| > | >> to listen to their complaint. LOL.
| > | >
| > | > I got one of those just yesterday, but more like 9 PM. The scenario
as
| > you
| > | > described, and with much the same result. My caller was a tenant,
| > directed
| > | > by the property mgt. Co. to call me. They said we handle the alarm
| > | > service.
| > | > Hmmm....news to me. I did the install years ago, and the that
customer
| > has
| > | > long since moved out.
| > | >
| > | > She wanted me to tell her which wires to cut. Yeah, right. I told
her
| > to
| > | > contact the property manager for the code.
| > | >
| > | > She hung up on me too.
| > | > js
| > | >
| > | >
| > |
| > |
| >
| >
|
|
|

 

[Crash Gordon]

Open box, push switch to "off".


|
| | >
| > I got one of those just yesterday, but more like 9 PM. The scenario as
you
| > described, and with much the same result. My caller was a tenant,
directed
| > by the property mgt. Co. to call me. They said we handle the alarm
| service.
| > Hmmm....news to me. I did the install years ago, and the that customer
has
| > long since moved out.
| >
| > She wanted me to tell her which wires to cut. Yeah, right. I told her to
| > contact the property manager for the code.
| >
| > She hung up on me too.
| > js
|
| Was it by chance a Moose panel?
|
|
|

 

[Nomen Nescio]

Bob La Londe said:

You can hear the siren going in the background. They have no code for the
alarm system.
They are not wiling to pay for a service call to come out to the site to
and help them out.

What do you do?

I think the question to ask is, what would ADT do in a case like this?

"Hello, ADT"

"Your alarm's going off and I want you to come turn it off."

(checking the computer) "I'm sorry, ma'am, we can't find a record of your
system."

"You installed it about nine years ago for the people who built this house.
Now come turn it off!"

"Well, maybe that was one of our authorized dealers. Have you checkd the
fine print in your contract for the name of the installing company?"

"Contract? We don't have any contract. Just come turn it off, or I'll rip
your alarm off the wall!"

"I'm sorry, but we can't service your alarm unless you have a contract with
us. I can schedule an appointment with a sales representative for next
Thursday. Would morning or afternoon be better for you?"

"A sales representative? What do I need a sales representative for?"

"Your sales representative will set up your ADT account and give you your
account number. Once you have your account number, you can call us back
and schedule a service call."

"But I need service right now!"

"I'm sorry, but these procedures are for your own protection."

"I swear I'll never do business with ADT again!"

"You're not doing business with us now. Thank you for calling ADT!"

 

[alarman]

Was it by chance a Moose panel?

Caddx.
js

 

[Mark Leuck]

Caddx.
js

Damn!

 

[Mark Leuck]

Caddx.
js

Hey can you check that again? You sure it wasn't something like a Moose
board inside a Caddx box?

 

[Paul Ekins]

I have a few local companies like that here. It is a great way to loose
business as I have picked up a few of their service contracts like that.


--
Paul Ekins


[email protected]
www.lincsecure.co.uk

 

[Doug L]

You're welcome to all of my service contracts like that

Doug L

--

 

[[email protected]]

Its 2:00 AM and the alarm is going off.

The person on the other end of the phone wants you to tell them over the phone how to turn off or disable the alarm that is going off. They are not the person for whom the alarm was installed. They claim to have purchased the home from the person who had the alarm installed. You can hear the siren going in the background. They have no code for the alarm system. They are not wiling to pay for a service call to come out to the site to and help them out.

What do you do?

Hang up?

I tried to explain to them that there was no way that I would give somebody I didn't know instructions over the phone on how to disarm or disable an alarm system, but if they were willing to pay for an overtime service call I would be willing to come out to the premise and help them with the situation. When paying for my service seemed to be unreasonable to them I tried to explain that any skilled proffessional is going to require to be paid for a 2:00 AM service call. The caller then went on to say they could not understand why I could not tell them how to disable the alarm over the phone.

Ultimately they threatened to make sure my manager knows how I didn't help them and hung up on me.

Good riddance.

If the caller had waited I would have explained to them that they could reach my manager on Monday morning after 9:00 AM and that "he" would be glad to listen to their complaint. LOL.

You could install a 900 number for folks like that. :^)

 

[[email protected]]

*Paying customers*, I love!!

Both of them?