Customer ask for refund of installed Alarm.

[Solver80]

Hi,

I have been installing alarms for about 8 years and very rarely I have any problems with false alarms. and when I did i was able to solve it.
Recently I have installed wired Pyronix Euro46 App alarm but once a while gets false alarms on diffrent sensors. So I did decreased sesitivity, changed some sensors and installed EFI filter but alarms keeps happening once a while (once a week or less).

Customer is no longer interested in fixing the problem and asking me to take the alarm back and give him full refund.
Obviously I can take everything out except cables as they are installed inside the walls.
I believe I shoudn't have to give refund for cables and labour for installing them.

Do any of you had situation like this?

 

[Alarm Engineer]

It’s likeky they will reuse the cables with other alarm installer. I would meantion this and then if not just chop the cables off too short to be reused. What sensors have you fitted there anyway? And is it alarm activations or tampers?

 

[footprints]

It’s likeky they will reuse the cables with other alarm installer. I would meantion this and then if not just chop the cables off too short to be reused. What sensors have you fitted there anyway? And is it alarm activations or tampers?

Would you reuse cables put in by another installer if the alarm had been taken out for constant faults?
I see where you are coming from but really only going to pee the customer off more and I suspect they will have to pay extra for the new installer to pull out the old stuff!

Sometimes better to leave on good terms with a customer rather than have them bad mouth you to everyone they meet.

 

[geraldthehamster]

From the customer's point of view the whole installation is defective so they should get a full refund.

It would be a bit vindictive to chop the cables short.

 

[phatboy]

Of course they should be fully refunded, they purchased 'a system', and that system does not work as it should and seems cannot be made to.

The cables form part of "the system", you can remove them if you want as long as you make good everything. Or you leave them where they are, if the home owner will accept that.

I think your reasoning is badly flawed, and doing anything other than removing the system quickly and apologising is only going to hurt your reputation.

 

[Iamchamps]

If the customer has allowed time for you to rectify and still unable to fix I would side with the customer a full refund. Cutting your losses and leaving on good terms is your best bet now, causing further upset will just lead to bad references for you.