... customers with a past due balance.
Typical timeline: Day 1 9:45PM Them: We can't arm the alarm. It must be broken... Us: Ok, bypass the problem zone and we will stop by to fix it in the morning. Day 2 10:00am Door contact torn off dooor replaced. Day 3 Time unknown. Customer invoiced.
Day 35 Past due notice sent. Day 65 +/- Past due notice sent Day....
Day 120 + Them: Can you tell us about the activity on our alarm? Us: Sure this should answer your question. Oh by the way, you have a past due invoice and we don't perform service for anybody with a past due balance. You might want to take care of that before anything else comes up. Them: Oh, we didn't know there was a charge. We thought all those statements marked urgent payment information required were just our monthly activity reports. We will take care of it right away Us: Ok, Thank you.
Day 160-180 +/- Them: (message left with service) The alarm is beeping. Can you fix it?
...five minutes later Us: (After checking alarm history) Hmmm low battery.
Call 1 Premise: Busy Call 2 Premise: Busy Call 3 Premise: FAX MACHINE ?!? Call 4 RP 1: Voice mail full Call 5 RP 1: Voice mail full (verifiy number with directory services) Call 6 RP 2: Disconnected Call 7 RP 3: Don't work there anymore.
Check accounting system for any alternative numbers. Hmmm... Customer has substantially past due balance. Oh, well they will call back when it gets too annoying.
Day 190+ Sent past due notice. With note. "We are continuing to receive 'low battery' signals from your alarm system. We would be glad to stop by and take care of that for you, but we do not perfrom service for customers with past due balances. Plase pay your past due balance and schedule service to replace your low battery."
Day 200+ on Sunday morning. Them: The alarm is beeping can you fix it. Us: You have a low battery, but unfortunately we do not perform service for custoemrs with a past due balance. Them: Oh, I thought we took care of that after I talked to you last time. Us: Sorry, we have not received it. Hence why you have received several past due notices since then. Them: Oh, well is there anything you can do for us? Us: (subvocalized) You want us to do weekend (overtime) service for you for a problem you have had for several weeks even though you have a past due balance that you have deliberately ignored for 2/3s of a year? Outloud: I'm terribly sorry, but we do not perform service for customers with a past due balance. You can call us on Monday to settle this isue. Them: Well its beeping. Is there anythign I can do to shut it up? Us: With that particular panel the only way to permanently stop the beeping (and still have an alarm system) is to replace the bad battery. Sorry. Them: Can you help us? Please give us a call on Monday to take care of the the payment issue and we will be glad schedule a time to replace your battery for you.
Back and forth period.
Ring Ring (CID says same client) They can go to voice mail Ring Ring (CID says same client) They can go to voice mail Ring Ring (CID says same client) They can go to voice mail Ring Ring (CID says same client) They can go to voice mail
Never left message with voice mail.
Maybe they will call on Monday and make arrangements to pay their bill, and maybe they will call some other alarm company to change their battery. That would be nice. I can write them off as a bad debt and they can be somebody else's collection headache.