Customer satisfaction is a key tenant of Delco Alarm Systems. Whether you are a residential or commercial customer, be assured our service department will work with you to address any concerns. While some issues might require a service call, most can be handled over the phone with members of our trained service department.
The following are some of the most frequently asked questions fielded by our service department:
“WHY DID CENTRAL STATION CONTACT ME?”
When an agent from central station calls, it’s important to listen to the caller or message to see what is at issue before calling our service department.
If you are notified of a “trouble” condition with your system or have another problem, call 610-494-9100. A service technician is available 24/7 to assist you.
“WHY IS CENTRAL STATION CALLING MY NEIGHBOR, EVEN THOUGH THEY DON’T LIVE NEAR ME ANY LONGER?”
When you set up your call list, you provide a list of people to be called in the event of a situation or an emergency. Central station will go down the list until they reach an emergency contact. That list must be kept up-to-date. If you need to update your contact list, call our service department and request a form to do so.
“WHY DIDN’T CENTRAL STATION CALL WHEN MY ALARM ACTIVATED?”
There are a few reasons this could happen:
– You recently changed your phone service and the phone provider did not hook the new phone lines into the security panel.
– Your alarm activated, and you disarmed the system within a predetermined amount of time, cancelling the communication with central station. This slight delay is part of the False Alarm Reduction Act, which has significantly cut down on false alarms.
– Your phone line was tied up, and central station was directed to leave a message. Central Station does not leave messages and will attempt to reach others on your call list.
“HOW DO I TEST MY SECURITY SYSTEM?”
To test your system, log on to Delco Alarm System’s website, www.delcoalarm.com. There you will find instructions on how to test your system. If you have questions, call our service department at 610-494-9100.
“WHY DID CENTRAL STATION DISPATCH POLICE WHEN I PROVIDED MY PASSWORD?”
The most common reason is the password given was incorrect. Make sure to keep your information updated, including passwords, phone numbers and email addresses. Also make sure anyone who would need the password is kept abreast of any changes.
Unclear passwords are another reason police are dispatched. Most passwords are simple, but some are complex and when repeated over the phone may sound different. For example, a word such as “szechuan” may not come across clearly over the phone. Choose a simple, but easily remembered password.
“WHY CAN I NO LONGER SEE MY SECURITY CAMERAS ON MY PHONE?”
This is most likely caused by a change in your IP address. Perhaps you changed your internet provider or your router was changed. Sometimes a major power outage that impacts internet service will also cause this problem. Oftentimes our service department can assist you in fixing the problem. If not, a service technician will be required.
If you have a service question or problem, don’t hesitate to call 610-494-9100. A trained technician is on call 24/7 to assist you.