How to Get the Most Out of Your Alarm System’s Glass Break Detection
Learn what might have gone wrong for one Tennessee couple whose glass break detection system did not activate during a robbery.
Glass break detection interprets the frequency of the sound and then triggers an alarm.
One thing that is clear from the report is the entire alarm system needs to be tested and furthermore, the audio glass break detectors at issue need to be fully examined, inspected and tested to see why they both failed. I would change out the audio glass break detectors for shock sensors since they can be mounted directly on or adjacent to the glass depending on what equipment is specified.
It is also concerning that the perpetrator was able to open the window and no alarm sounded, indicating most likely that these windows were not contacted, which in my opinion would be conduct that is in gross deviation to nationally recognized industry standards and practices. Audio glass break detectors for windows that open without alarm contacts is akin — in my opinion — to a system that does not meet Radio Shack standards let alone industry standards.
I also find it extremely troubling that the alarm company is reportedly not willing to respond to the subscriber after coming to check the alarm system and saying that the alarm system should have activated. I cannot think of any disadvantage of their alarm company not wanting to technically find out why the alarm system did not function, or what they (being the alarm company) can do now to help assure their subscriber that the alarm system which they sold them will still be able to provide them with peace of mind, which they reasonably expected to receive.
From good business practices to legal liability, if an alarm company does not pay attention to taking care of their subscribers with customer service excellence it will negatively impact on their reputation and future business. If an alarm company does not pay attention to their liability exposure, it will most likely pay attention to them, and if another undetected burglary occurs or a fire went undetected — at this same home or for another one of this alarm companies subscribers — it will clearly be something which was foreseeable.
With regards to the language that the customer is responsible for testing their system monthly, before I would recommend any alarm company to use that as their primary defense, it would be better if the alarm company first determines technically and on-site why both detectors failed. Without knowing that, it’s simply guesswork by the alarm company that so-called testing would have made any difference in this instance, and “testing” by the subscriber may not have changed the fact pattern here at all, based on each the technical reason[s] why the failures actually occurred.
As a forensic alarm expert, the installing alarm company needs to check this system out technically and provide answers; not just because of liability concerns, but based on the fact that by not fully responding is e
xtremely poor business practices, unacceptable and they [the alarm company] are likely to lose this customer and others who find out what was reported.
Clearly, this incongruent position does not evoke what the alarm industry tries to promote when selling and monitoring alarm systems, and the same holds true when something like this undetected burglary is brought to the alarm company’s attention by one of their paid subscribers. They are simply asking for help, by what most people would believe is a reasonable request. Surely, this family has been traumatized, and have lost what they believed electronically protected their family and gave them peace of mind.
If you are a professional alarm contractor, you need to strive to do much, much better then what has been reported in this case.
Finally, if this alarm contractor believes that no matter what they do their contract will protect them from liability, they are just flat out wrong. This is consistent with the thousands of cases of claims which I have forensically investigated where under certain fact patterns the contract did not apply, or it was voided by the court, and large jury awards against the alarm company were upheld on appeal in favor of the Plaintiff.
I would really like to have the opportunity to check out this entire alarm system, as while I hope that I am wrong, I would not be at all surprised if there are other defects and irregularities subsumed into this system. Let’s make security alarm systems reliable and safe again, since our entire business is built on helping to electronically protect families and their assets.
If you enjoyed this article and want to receive more valuable industry content like this, click here to sign up for our FREE digital newsletters!
About the Author
Jeff Zwirn, SSI Contributor
Jeffrey D. Zwirn, CPP, CFPS, CFE, FACFEI, CHS-IV, SET, CCI, FASI&T, MBAT, writes Security Sales & Integration’s “Security Science” column. He is also president of IDS Research and Development, an alarm and security consultation, expert witness and training authority providing nationwide services on all issues related to alarm and security matters. He can be reached at 800-353-0733.
Related Content
Security Is Our Business, Too
For professionals who recommend, buy and install all types of electronic security equipment, a free subscription to Commercial Integrator + Security Sales & Integration is like having a consultant on call. You’ll find an ideal balance of technology and business coverage, with installation tips and techniques for products and updates on how to add to your bottom line.
A FREE subscription to the top resource for security and integration industry will prove to be invaluable.
