We Need To Cancel Service

[Bob La Londe]

I just got one of those calls. Ok. Why?

They haven't had any problems. Service has been good and quick. They "had"
a full perimeter wired system installed when the house was built. One of
those door knocker companies sold them a wireless system in its place, and
it went on-line yesterday.

WHY? Why would the door knocker company even install a wireless system when
there was a 100% functional wired system with full perimeter already
installed.

The customer has a service contract along with monitoring, and I have been
out a few times, but its never been a problem with the alarm. They have had
sliding doors readjusted, and windows replaced. Things like that. I never
charged them even though those types of things are specifically not covered.

I guess good customer service is to be punished, or the door knockers had a
really good salesman.

Atleast they called and told me, and agreed to send a signed written notice
of cancellation instead of just not paying the bill like so many people do.

Yeah, its an out of town door knocker too. Well, if the install is decent
they should be ok for a few years anyway. If not... well its not my problem
any more.

 

[Bill]

"Bob La Londe" wrote in message

WHY? Why would the door knocker company even install a wireless
system when there was a 100% functional wired system with full
perimeter already installed.

I know my elderly dad, who did not understand anything electrical or
mechanical, would fall for anything anyone new to come along would say
to him. The WORST were the air conditioning repair guys who would tell
him he needed an entirely new A/C system every few years. And I lived
out of town, so not much I could do.

Anyway I can just imagine what these salesmen would say about a wired
alarm -vs- their wireless system...

They would probably say something along the lines that a wired system
could not be depended on. Maybe cite made up stories about entire
families losing their lives because they had a wired system. Or maybe
ask to look at their control panel. Then when they see what type it is
(any type), then say OH NO! (Then come up with a bunch of made up
stuff about how that is the worst system you can get, etc.)

Then they would tell the customer about their NEW wireless system
which has XX technology! And ONLY THEIR system has this fool proof
technology, etc., etc., etc....

You may want to poke around a bit and find out what the salesman told
them about the wired system. Might be interesting!

P.S. Actually I had one of these people come to my door. He was quite
pushy. I told him I already had an alarm. Then he started telling me a
bunch of crap that was not true. I told him I used to work for an
alarm company and installed my system myself. That did not stop him
one bit! He continued with his line of BS. I just kept laughing at
him. He was quite entertaining. Unfortunately he stuck one of my
elderly neighbors with an expensive two year contract system.

 

[Bob La Londe]

There might be a service that the "out of town" guy offered that the
customer thought you didn't offer. Integration with a smart phone for
example. It might be worth a call to find out what it was. There is always
one the drawer in amongst the file cabinets for cancelled accounts. It
pays to check through them from time to time and see if there is a tend
starting. Typically disconnects are for non payment. Some customers move
out of the service area, or go to retirement communities and then others
go straight from the home to the bone yard. That is what makes up most
cancelled accounts. However if the cancellation is for a lack of a feature
set you offer then you're not a good fit for the customer's needs; and
that would be a good thing to know, not get upset about.
Nearly every company has a list of paying customers it would like to see
in the cancelled account drawer, but if there is a customer you didn't
want to get rid of that got rid of you it would be worth the effort in my
opinion to know more.

All good points. Lost one a while back who said the new company offered
them "digital" monitoring. I just shook my head and walked away.

 

[Bob La Londe]

I just got one of those calls. Ok. Why?

They haven't had any problems. Service has been good and quick. They
"had" a full perimeter wired system installed when the house was built.
One of those door knocker companies sold them a wireless system in its
place, and it went on-line yesterday.

WHY? Why would the door knocker company even install a wireless system
when there was a 100% functional wired system with full perimeter already
installed.

The customer has a service contract along with monitoring, and I have been
out a few times, but its never been a problem with the alarm. They have
had sliding doors readjusted, and windows replaced. Things like that. I
never charged them even though those types of things are specifically not
covered.

I guess good customer service is to be punished, or the door knockers had
a really good salesman.

Atleast they called and told me, and agreed to send a signed written
notice of cancellation instead of just not paying the bill like so many
people do.

Yeah, its an out of town door knocker too. Well, if the install is decent
they should be ok for a few years anyway. If not... well its not my
problem any more.

Wow! Just got another one today. "We love your service. We have always
been happy with you, but this door knocker offered us wireless (cellular)."
Geez. I have been offering cellular for atleast 16 years. I offered analog
back in the day. I had analog triggered that could be added to a customers
cell account, and I have sent cellular primary and cellular backup fliers in
customer bills many many times over the years.

They just got sold by a door knocker.

I even discussed cellular and internet reporting with this customer last
time I was out there to replace a flaky glassbreak detector.

I think I am going to spend more time kissing up to my industrial customers.

I figured out who it is and what they are doing. I think they are actually
targeting house with alarms so they can just slap a cell on the panel for a
takeover without any reprogramming or even access to programming.