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Screw Instructions
Richard Rost 
           
17 days ago
I just switched my home security system. I was very unhappy with my previous one*, so I got rid of it and switched to SimpliSafe, which so far I like a lot better. But anyway, while I was installing all the sensors, they give you a video tutorial and walkthroughs in the app with instructions on how to set everything up.

One of the screens was talking about mounting the sensors on the walls. You can either use the adhesives on the back of the sensors to stick them to the wall, or you can screw them in using the little screws that come with it. But if you don't read all of that carefully, the app has a button at the bottom that says Screw Instructions. If you're just glancing, like I was, it comes across as the obvious misunderstanding: screw instructions. As in, forget the instructions and do it yourself.

I laughed out loud.

And that brings up an important point about writing software or databases. It's not just about documentation. It's about the prompts, labels, and buttons you put on your screens. Always be aware of hidden context and how something might be misread.

I remember a customer I had years ago who was trying to figure out how to turn their computer on. The manual said to "press the ONOFF switch," but the words "on" and "off" were smashed together with no space. The guy was looking all over the computer and couldn't find a button labeled "ONOFF." He even pronounced it to me over the phone as the "own-oaf" button. This was around the time when power buttons started switching to just the 0/1 symbol, and he didn't realize that was what it meant.

It all comes down to this: whether you're creating labels in your database, button captions, comments in your code for future you, or a Word document that explains how to use the whole thing, remember that what makes sense to the person who wrote the instructions isn't always what makes sense to the person reading them. Context matters. Clarity matters.

And sometimes, it doesn't hurt to read it twice before you press a button that says screw instructions.

LLAP
RR

* I used to be with Cove Security. Had them for about a year, and their system was horrible. I had tons of problems setting it up. In fact, they had to send me a batch of new sensors because they were just garbage. I had to put the sensors in closets because they were constantly coming up with false readings. We'd be away at dinner and it would be like, "Motion detected in your bedroom." There shouldn't be, and there wasn't, but the sensor thought there was.

And then the system half the time wouldn't arm itself properly. If we're going out to dinner for an hour, it would arm no problem. But I'd be in an Uber on the way to the airport to be gone for two weeks, and of course the system wouldn't connect.

So I finally got fed up and decided to cancel, but they don't give you a way to cancel on their website. You have to call an 800 number. Now, anyone who knows me knows I absolutely hate making phone calls. So I emailed their support people. They were very helpful getting back to my emails when I was trying to set the system up. Their support people would help me by email. I didn't have to make any phone calls. I set up the entire account online too. Never had to talk to a human until it came time to cancel.

A lot of companies do this. They try to put up barriers to cancel. And that's against FTC regulations. The FTC recently made a ruling called the "click-to-cancel" rule, which says if you're able to sign up for a service online, then you should be able to cancel that same service online without having to make phone calls or mail anything in.

I went back and forth with their support people for about two weeks, saying, "No, I didn't have to call you to set this up, I shouldn't have to call you to cancel. Here's my password, here's my safe word, here's my information." But they didn't care and they charged my credit card anyway. So I had to contact my credit card company and do a chargeback. I also had to threaten them with filing complaints with the BBB, FTC, CFPB, and posting reviews everywhere (which I still might do) because they really ticked me off.

After several weeks, I finally heard back from their management that they've canceled my account, but they still haven't refunded my credit card charge. I'm still waiting for the chargeback to go through. It's not really about the money. It was only $35. But it's the principle of the thing.

So, still waiting to see how that pans out. But I might still blast them. I haven't decided yet. Any of you have experience with either of these two security companies?
Richard Rost OP  @Reply  
           
17 days ago

Richard Rost OP  @Reply  
           
17 days ago
And how many of you just learned that the On/Off button symbol is a representation of binary: 0 and 1, on and off, true and false?
Richard Rost OP  @Reply  
           
17 days ago

Juan Rivera  @Reply  
           
17 days ago
LOL I recall one time I was doing yard work and the trash truck came through and my wife comes out and aske if she was late for the garbage...  My evil mind at work I said no let run after it Ill throw you in.
Matt Hall  @Reply  
           
17 days ago
I have had experience with neither but I have heard good things about SimpliSafe.  As an electrician, I have followed numerous "low voltage" electricians and their work was often worse than the average homeowner.  I would never let any of them drill holes in my home.  That is less of an issue now with modern wireless systems.  Let us know how it works out.
Sami Shamma  @Reply  
             
17 days ago
Juan what did that statement cost you?
Thomas Gonder  @Reply  
       
17 days ago
I've always gone with a wired system and a UPS. Could a Wi-Fi system be easily jammed?
Richard Rost OP  @Reply  
           
16 days ago
It's all wireless now. All of the sensors, cameras, even the panel. I've got backup cellular for my main wi-fi in case a burglar cuts my cable line, and the base station also has a cellular modem built in, so we're covered there. Unless they use a cellular jammer AND cut my wired line, I'm good. And even in that case the base station "calls home" to them every 10 minutes, so they'll know something's up if it doesn't.

Plenty of backup power too. The base station has a battery in it. It's hooked up to a PC-rated UPS. My whole office is hooked up to a Bluetti AC500 battery backup system. My whole house has a Generac generator. So... we ain't losing power. :)

So far I've got the base station, the panel, and 4 motion sensors set up. I just have to go around to all of the doors and windows, pry off the old crappy ones from Cove, and put the new ones up - all adhesive, but just a pain.

And honestly... sophisticated thieves ain't gonna mess with my house anyways. There's not much of value in here. For your average dumb "Florida Man" thief, that's more than enough protection if I'm not home. And if I am home, let's just say this... it's Florida. I'm well armed and I have two dogs. :)
Richard Rost OP  @Reply  
           
16 days ago
Update: I just doublechecked on their website. They don't automatically dispatch police if they lose contact with the base station (the cellular jammer scenario) but they will send a push notification to my phone. And if I can't communicate with the entire house, I'll know something's up. Good enough for me. I can call 911 or lock-n-load. :)
Richard Rost OP  @Reply  
           
16 days ago
Oh, and in case of EMERGENCY emergencies, if cell service is out I have a Garmin satellite phone thingy that sends text messages. I bought it for use on the boat, but it's also nice to have in case all of the infrastructure goes down after a hurricane and there's an emergency. After Hurricane Ian, I had no cell service for a week or so (thanks, Verizon). My wife has T-Mobile and she was back online after like a day - but there was a period in there where neither of us had service. We stay on separate carriers because sometimes when we travel (or even if we're out and about) one of us might be in a dead zone and the other is fine.
Thomas Gonder  @Reply  
       
16 days ago
It's sounds like Richard has the MOTTNH system. Move on to the next house.
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