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3G Sunset Apathetic Customers

June 29, 2022
3G Sunset Apathetic Customers
          Several of my residential and commercial clients have been known to take a lackadaisical approach to their alarms. Something I'm sure we all "enjoy."
          Now with the 3G sunset in full swing these clients have known for well over a year that this was going to happen but chose the wait-and-see approach. 
          Now these same clients don't respond to emails and phone calls. 
          When it comes to these clients, I take the "you snooze, you lose" approach. I refuse to babysit grown adults!!  I have children for that purpose. 
          How are others dealing with this issue?
Thank you,
John S Romero, President
Keystone Security Systems
          Not all alarm companies are equal when it comes to customer service.  Not all alarm companies have made sufficient effort to notify their customers of the 3G issue, believe it or not. 
          I had interesting call last week from my generator company telling me that my generator stopped communicating and they needed to send a technician to check it out.  Before he came they called to let me know the manufacturer let them know it was a 3G issue and the manufacturer was replacing the cellular device, apparently paying for the technician.  The generator company was clearly unaware of the 3G issue.
          Most alarm companies, should be all alarm companies, are aware of the 3G issue and have been for years.  Customers should have been notified.  Those customers who ignored all notices will likely lose their communication very soon, as I did for the generator. 
          It’s the customer’s obligation to pay for obsolete equipment and it’s the customer’s obligation to continue paying for monitoring services even if those services can’t be performed because the customer refused to upgrade the cellular.  This of course applies only if you have a Kirschenbaum Contracts™ or your contract has similar provisions.  My guess, if you’ve been too lazy or obstinate to get the Standard Form Contracts then you may very well have failed to sufficiently advise your customers of the need to upgrade.  Retaining the customers is the goal, and loss of communication and fighting over cost of upgrade when the obligation isn’t clear is a good way to lose customers.
          So, John would like to know how you’re coping with difficult customers who haven’t yet upgraded despite your considerable efforts to warn them.  I’d like to know too.

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Ken Kirschenbaum,Esq
Kirschenbaum & Kirschenbaum PC
Attorneys at Law
200 Garden City Plaza
Garden City, NY 11530
516 747 6700 x 301