I had to lose a star because of my first dealing w...

I had to lose a star because of my first dealing with customer service. After replacing the batteries in my glass break sensor, the system did not recognize the change. I contacted cust serv and they reset the system. Three times. Then had me remove the panel and reboot system again. Then ndecided sensor was ng and sent me another. I installed it though it was different. Maybe upgrade? After the two weeks thgat it took to get and install. NG again. Made appt with serv tech to come. He came and changed the sensor to the original design. It worked.
Mt point is that if the cust serv reps (3) knew what to do, the right one would have been sent the first time. They are all nice but not too many know the system well enough to troubleshoot over the phone. I think more training or a better trouble shooting sequence is needed. Instead of keeping you on the phone and running around the house checking things, send a tech sooner. It would keep people happier, customers and service reps.