Honeywell Recall, DIY

Comment On Honeywell Recall / Another DIY Comment  see below for next webinar - October 10, 2015
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COMMENT ON HONEYWELL RECALL
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Ken
   After all the years I've spent in this industry I have never had one company offer to compensate me for the time it costs to make repetitive trips to a job due to "BOOB's(bad out of box) items, and the all encompassing "plug and play" products they sell that only really work after all of the infield "beta testing" we do, that force them to do all of the firmware upgrades the products should have had before they hit the street.
   t would be real nice if companies would offer compensation for the labor without having to put them through a legal battle. It would be a nice selling point for me for sure as I would be extremely loyal to a company who did that and a lot less loyal to the others. If Honeywell is unwilling to compensate, maybe ask for a product refund and go with someone else.
Steve M
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RESPONSE
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   I'm still waiting to see if Honeywell contacts me and offers to reimburse its alarm customers in a meaningful way. If it doesn't and anyone has enough damages that can be documented then let me know if you want to engage Honeywell in a more formal way than complaining on this forum.
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ANOTHER DIY COMMENT
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Ken
   I have to disagree with your blanket feeling that all consumers that BUY DIY are CAPABLE of DIY.
We often get calls from customers (non) that have purchased a DIY or have purchased equipment on EBAY for a home DIY. They then ask us to INSTALL and" DO YOU MONITOR FOR $4.00/Month? I saw an ad online.. Can you do that?"
   We politely tell them NO. If they bought a DIY from a reputable organization they should have sufficient technical support to help them complete the install. They have no concept of installation or quality. They do not know which side of the door (jamb or hinge) to install the contact and if they use phone lines rather than GSM or IP they have NO CONCEPT of proper wiring of an RJ31x jack. Some consumers can be quite proficient but when they call for service on a system we do not monitor that is a loser for us all around. IF we agree to service we make sure the terms are understood and agreed to BEFORE WE START. TRIP CHARGE, plus HOURLY from arrival. If the customer has good documentation (NEVER) and installed the system properly there is usually no problem. HACK installs take a lot more billable time. Never a good outcome. The consumer feels screwed, the tech has killed a whole day.
   Our policy is if we don't monitor, did not install and have no other link to the customer we give them the tech support number for their manufacturer and tell them to get recommendations.
   "Looking out of my BASEMENT high rise....:"
Joel Kent
FBN
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RESPONSE
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   I guess I should apply the same standard the courts apply when leaning over backwards to find for a consumer in any dispute. The "least sophisticated consumer" is not a very high standard and I suppose that consumer would not have the intellect to install a DIY alarm system. I agree with you that providing repair service to these customers is not going to be very profitable and I doubt these customers would be willing to pay for professional service charges. However, these customers, by which I mean the DIY who are not actually "least sophisticated" and can actually figure out how to install the system, may be pursuaded to engage professional monitoring so that their alarm system has some value. The RMR is really what most alarm companies want anyway.
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