As a member of the Board of Directors of the San Diego Security Association, currently serving as its Treasurer, I was a bit surprised to see several representatives from Cox Cable and Time Warner at our annual Christmas party last month. I thought and hoped that these folks realized that this was a bad idea from the last time that they attempted and failed to break into the Security business.
Today I received a call from a nice gentleman who had signed a contract with Cox to provide his alarm monitoring, but they were not familiar with the GE security system that was installed in the home that he just purchased, so they advised him that he would need to find an alarm company that could have a technician get his system up and running and programmed to send signals to their central station. Are you kidding me? We are not talking about an old and outdated off brand security system. This home had a General Electric (one of the three major manufacturers of systems) that was only four years old!
People have to understand that this is not like picking a calling plan and an internet speed and a TV channel line up, and you’re done. Every home is a little unique, and every homeowner is very unique. A security system needs to be designed by a professional in the industry who can customize each system to fit the needs of the individual users, and needs to be installed by a trained and experienced technician who can program the approximately eighty options to work most effectively for those individuals and make sure that the equipment is installed properly to work effectively and not cause false alarms.
Whether someone is serviced by AT&T, Cox, or Time/Warner, I have never met anyone who raved about the wonderful customer service that they receive from their cable provider. Why would they want to add security to the list of things that they receive bad customer service from? If they do not even have technicians with the skills to put a new system online, how are they going to provide repair service when these systems are malfunctioning and require a service call? Maybe instead of adding to the list of bad services that these companies can offer the public, they should concentrate on improving the services that they currently provide.
Let me know what you think about this…