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54 posts

Master Geek
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Topic # 182595 22-Oct-2015 16:10
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I'm looking for some feedback on the following scenario:

We have a monitored security system fitted with a 3G coms module that has been experiencing coms failure. This failure is likely due to being in a Vodafone dead spot. Other than the occasional coms issue the alarm system has been working fine. Today a technician finally came to look at the issue and attempt a solution. During the course of this work the security system hardware has failed and the advice of the security company is that it needs to be replaced. The technician did acknowledge that prior to failure the system was working and that the coms issue had been addressed. It was only while conducting some subsequent coms test that the hardware failed. This particular technician has visited before for a routine system service and I was not inspired by his competence. 

What are the responsibilities of the security firm with regards to liability while working on equipment? I accept that equipment fails but I feel there's too much coincidence for the hardware to just decide that today was it's last day. Unfortunately this is also hard to prove. I am an electrician so I know full well that on occasion people do stupid things and break equipment but so far the security company doesn't want to accept that they might be at fault. The security company is a high profile reputable company, if there is any such thing as reputable in the security field, so they must have been in this situation before. We are most certainly not going to pay the technician $25 per 15 mins for the privilege of leaving us with a unserviceable alarm system.

Any thoughts on how to proceed from here?

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Uber Geek
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  Reply # 1411220 22-Oct-2015 16:29
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I presume that all the hardware is yours and you where paying the technician to do work on your hardware and it broke (he said) whilst he was doing some tests?

Companies have public liability insurance for these types of things. Proving that the hardware broke was caused by the technician is well very hard.



54 posts

Master Geek
+1 received by user: 34


  Reply # 1411225 22-Oct-2015 16:37
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LennonNZ: I presume that all the hardware is yours and you where paying the technician to do work on your hardware and it broke (he said) whilst he was doing some tests?

Companies have public liability insurance for these types of things. Proving that the hardware broke was caused by the technician is well very hard.


Correct on all counts. Regardless of outcome we're not going to be using this firm again. Due to the difficulty of proving why the hardware failed I'd expect the security firm to at least entertain the thought of some liability and compensation though. 

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Uber Geek
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  Reply # 1411272 22-Oct-2015 18:02
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Call to "inform them they have 30 days to rectify the situation. If not they can nominate another company who will invoice them for the work and hardware required to rectify the situation. "

I agree with the above - public liability insurance, but a typical alarm panel probably costs less than their excess anyway so it shouldnt be a big deal for them.




Ray Taylor
Taylor Broadband (rural hawkes bay)
www.ruralkiwi.com

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