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?