Got chewed out by a customer for not testing the cell backup

Had a job last month where I installed a new panel but skipped the final cellular test because I was running behind. Customer called me at 2am when their internet went out and the alarm didnt report a thing. Now I run a full communicator test on every single system before I leave the driveway. Has anyone else had a similar wakeup call from a simple oversight?

2 comments

2 Comments

oscarwilliams1d ago

lol you've only gotten bit "maybe twice in ten years"? That's still two times one of your customers called emergency services or lost a system that shouldve worked. How do you even know those were the only times with bad comms if you're not testing in the first place though? Like customers could be getting errors they're not telling you about or thinking thats just how the panel works. Do you really trust that the cellular module just magically connected on its own without verifying it?

blair_dixon1d ago

Is getting one angry customer really worth changing your whole process over? I mean yeah it sucks they called at 2am but that's what you get when you skip the final check. Unless you're losing money from them or they're threatening to sue one bad review isn't gonna tank your business. I've skipped tests plenty of times and only got bit maybe twice in ten years.