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Author Topic: Home Owners Beware  (Read 7795 times)

Kallico1

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Home Owners Beware
« on: October 22, 2010, 04:54:30 AM »
I take tech support calls for security systems.  The majority of installers/tech are pretty good, but let me tell you some of the questions I get.  Because they have a name on the truck or on their shirt, doesn't mean they know what they are doing.  Some cannot find their way out of a wet paper bag.  In honesty, the techs I see in forums like these are far superior to many in the field, and the forums do a great service.  Here are some calls I get:

1. Tech:  I've got a customer whose alarm is going off - what is causing it?
Support: What is coming up on the keypad?
Tech: I don't know.  I'm not there yet, I'm on the road - I just wanted to know before I got there so I don't look stupid to the customer.

2. Tech: I have a 5881m receiver. Why the H&l& would I need a medical receiver?
Support:  Sir, the m stands for medium.

3. Tech: My system is dead, it started smoking.  What kind of piece of crap do you guys sell?
Support: What is the voltage coming into the panel?
Tech: 110v - its plugged into the wall.
Support: The outlet is 110v, but the panel runs off a transformer, what is the voltage off the transformer?
Tech: Transformer?

4. Tech: I want to put my system on test.
Support: Sir, you need to call your central station for that, this is tech support.
Tech: My boss gave me your number & told me to call you when I got onsite.
Support: Sir, we are tech support, we do not do the monitoring.  You need to call the monitoring company.
Tech: Thanks for nothing, jacka*&.

5. Tech: I need help with my security system please.
Support: what model do you have?
Tech: ABCD.
Support: Say that again. What model?
Tech ABCD, thats what these buttons say down the left side.
Support: Sir, those are buttons on a keypad, what does the panel itself say?
Tech: I don't know, where would I find it?
Support: I do not know, we did not install it.
Tech: What kind if support is this?

6: Tech: We have phone line monitoring set up on this panel, but when the line was cut it never called the station.  Why not?
Support: Is the phone line the only way it communicates?
Tech: Yes
Support: Uhh, the phone line was cut sir. It couldn't.

These sound like I might be joking, but I'm serious.  If the tech comes in and the first thing he does is call for help before he even checks the system, you should be worried.  I understand not every tech knows about every system, but they should not be completely lost when they walk in the door. Many call in & they have no voltmeter, no buttset, no programmer to even troubleshoot at all.  What kind of tech goes into the field without the essential tools to do their job?  The bad thing is, many are fed to the wolves by their boss without training.  The boss, by the way, is many times the most clueless of them all.  Just do some research on your local company before calling just anybody. There are good techs out there, like the ones on here, you just have to find them.






Michael Artelle

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Re: Home Owners Beware
« Reply #1 on: October 23, 2010, 07:31:17 AM »
I'm no tech, but I used to be an IT Tech (Support Tech) and I've run into these kinds of calls myself from field techs who are on a client's site and don't even know how to deal with the situation.
Michael Artelle

pete baratta

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Re: Home Owners Beware
« Reply #2 on: October 23, 2010, 08:48:56 AM »
    I installed for Westec Security for 20 odd years. Then we had various name change/take-overs thru Secom, Edison & finally ADT. Every time we changed owners we inherited up to several thousand new clients with "foreign systems" that we had to crash-course.
    I became the "add-on" Dept adding protection to existing systems. We were so well trained by Westec that "bozo" techs fell by the wayside. I carried in my van install manuals for Ademco, Moose, Aritech, Simon, FBI, Caddx, you name it.
    If we had tech questions we had to leave the premises to call in case the client heard us asking for help. This was LA where appearance is everything.
    Unfortunately, this business was notorious for cowboys when I started out back in the 60's and, judging from your post, they're "still here". Pete.

   

Static

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Re: Home Owners Beware
« Reply #3 on: October 23, 2010, 02:20:20 PM »
I can believe it. My experience working with several companys over the years is that most employers wouldn't give a rat's a** for their employees ("Just get out there, and don't cost me anything!").

The flip side of this thread is that I've talked to some pretty stupid tech support also. I'm a reasonably intelligent person and I can (and do) read installation manuals, so when I call tech support it's for some issue that isn't in the book. They will throw all kinds of stupid ideas at me but will refuse to entertain the possibility of a faulty piece of (their) hardware.

Case in point: http://www.diysecurityforum.com/index.php?topic=14421.msg62579#msg62579

I have all the answers . . . some of them are correct.

ChosunOne

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Re: Home Owners Beware
« Reply #4 on: October 23, 2010, 03:39:42 PM »
I can believe it. My experience working with several companys over the years is that most employers wouldn't give a rat's a** for their employees ("Just get out there, and don't cost me anything!").

I can relate, Static. I worked for Honeywell Security (Washington DC Metropolitan Area branch) for about 12 years. The entire time, Installation and Service were virtually isolated from each other. For most of that time, the I. and S. offices were located in different suburb towns. When they began installing something new, the first I knew about it was standing in a customer's home or business looking at it with the customer asking me "Is it _supposed_ to do that?"   Ummm.....duh!

The installers never left paperwork with the panels and the Installation manager didn't want to hear the Service techs' "griping" about being informed and perhaps, please sir, may we have manuals on new equipment when it comes in....?

My boss sent me 50 miles to Annapolis one evening (through rush hour traffic no less) with a "replacement part" that I _knew_ was a faulty board, because if it got the customer off his back _that day_ to know a tech was being dispatched. "We have to make a showing."

Great, I'm thinking: we have to show how incompetent we are.
« Last Edit: October 23, 2010, 03:43:44 PM by ChosunOne »

Kallico1

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Re: Home Owners Beware
« Reply #5 on: October 25, 2010, 01:08:54 AM »
I can believe it. My experience working with several companys over the years is that most employers wouldn't give a rat's a** for their employees ("Just get out there, and don't cost me anything!").

The flip side of this thread is that I've talked to some pretty stupid tech support also. I'm a reasonably intelligent person and I can (and do) read installation manuals, so when I call tech support it's for some issue that isn't in the book. They will throw all kinds of stupid ideas at me but will refuse to entertain the possibility of a faulty piece of (their) hardware.

Case in point: http://www.diysecurityforum.com/index.php?topic=14421.msg62579#msg62579




It wasn't me!  They are told not to call it bad unless they go thru a lead tech first & they call it bad.  So, they think of everything to not ask, despite it being obvious .  I, on the other hand, keep waiting to be called into the office for saying it like it is. Your posting on your link Static sounded like a bad regulator to me.  There is nothing in programming for this & even though it was a power problem, it wasn't from the devices hooked to the panel.  So yep, replace it.   Now, technically I am supposed to go thru a lead tech before giving that answer, but lets face it, are you going to trust that panel with a goofy condition like that?   If something is crap I'll agree with the tech about it.  All calls are recorded, the computer screen is recorded, they even have video in the rooms to watch to see if you do ask someone higher up if its bad before saying it is. It is stressful & there is a good turnover of personnel because of it.  I keep waiting to be fired or something, so I can join the techs in the field, but they won't do me any favors.  I'm heading south to Tampa soon, so maybe I'll find someone to work for down there, & then I can call tech support. 


jhonnysentry

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Re: Home Owners Beware
« Reply #6 on: December 02, 2010, 05:26:26 AM »
I do have experience in handling this when I was assign in the tech support but we have the so called "rebutals" or protocols to answer to this type of questions. Maybe the tech support guy is a novice or a newbie in the tech support.  ???
<a href="http://sentrysecurity.com/">security specialist from Chicago</a>

deltadawgq

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Re: Home Owners Beware
« Reply #7 on: February 15, 2011, 06:46:19 AM »
this response hopefully does not come from my company...sounds like a frustrated non adt company.

DanST216

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Re: Home Owners Beware
« Reply #8 on: April 24, 2012, 12:37:34 AM »
It comforts me a little to know my company isn't the only one who just hires people off the street and expects them to become technicians with no training.

On the other hand it means if I get a job at another company, things won't be any better, lol.

I work for a local company, largest in our area, but only work in our area. My dispatchers have the "Just get some one there" mentality. Doesn't matter if the guy has never worked on the equipment before, "we're showing the customer we can attend!".

Big boss also has the mentality of you don't need training, you learn as you go, or so it seems.

My dad originally worked for the company I work for now (he has since moved on) when he started techs got 6 months of training/ride alongs before they were on their own. When I became a tech about 5 years later, I got about 1 month of ride alongs, no class room training, and was out on my own.

Recently we hired a bunch of techs to do ten digit dialing programming (my province is adding it's second area code, so everything has to now dial ten digits, where as most were only doing 7 unless long distance) and then decided to hire them on full. Only not give them any more training outside of programming.

So they now expect programmers to trouble shoot faulted zones, and do takeovers on all sorts of random systems.

ChosunOne

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Re: Home Owners Beware
« Reply #9 on: January 04, 2017, 08:21:24 AM »
I already reported the spammer that posted before me, but I just wanted to say how much I enjoyed re-reading this old thread s/he bumped up: Hearing about the number and degree of incompetent techs out there makes me feel like a genius. :D


 

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