Below is the continuation of an excerpt from, The Alarm Science Manual, by Jeffrey Zwirn!
The next step in analyzing this fact pattern would be to determine what services your company actually agreed to perform for this customer, and what was not provided. Moreover, were there any open and obvious system impairments or dangers that your company ever knew, or should have known existed, regarding the subject alarm system? And what, if any, difference or impact would there have been had your company actually identified serious defects and irregularities in the existing system design or installation, before the loss occurred? Stated differently, would your company ever knowingly monitor a dangerous or defective system?
Fundamentally, it would be prudent to offer new customers a full inspection and testing of their existing alarm system, before or when taking on the monitoring. However, as you know, many customers are not interested in pay- ing the additional charges associated with this task. Therefore, if you are connecting to an existing system, which your company did not design or install, it is important to note any services offered by your own company that were rejected by the customer as a cost consideration.
I would also like to emphasize that many companies will actually test “certain” devices on a new takeover account that was installed by others. But once again, the particular type of testing performed is extremely basic, limited, and it is not intended to be able to comprehensively identify any or all alarm system impairments. Then upon completing “some” system testing, the alarm technician may note something like Tested all signals to central station. However, in the above scenario, this did not occur at all. Therefore, the underlying problem could stem from an installer’s bad habits, from company policy, or both. Consequently, these actions and inactions could dramatically increase your company’s loss potential, especially when a customer relies on your representations and the security services that your company purported to provide.