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chrisbfarrell's profile

Monday, November 27th, 2023 6:37 AM

Multiple false alarms on new smoke detector

We have had four false alarms from a smoke detector we installed less than 6 months ago. The false alarm is always from the same unit in our bedroom. None of the other smoke detectors we installed have alarmed. The alarms always go off in the early morning (3 a.m. to 6 a.m.) when there is no activity in the house. This includes during the summer when our HVAC isn't running. 

Has anyone else experienced this behavior from their alarm? We've disconnected the unit for now and are planning on returning it under a warranty claim. 

Captain

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5.9K Messages

7 months ago

@chrisbfarrell Here is the quick summary of a long story I posted about in the past: I have six smoke sensors (Original SS3) and all work fine, after I read the owners manual and faithfully clean them with a can of compressed air on a bimonthly basis.  (Correct locations learned from my former SS2 sensors).

Having placed 34 SS2 and SS3 systems, I can assure you if something goes south on anything (a monitoroing incident lwo weeks ago) I promptly hear about it if it not quickly resolved by SS.  For one such incident approx. three years ago, a friend's son and daughter in law received three (3) faulty smoke sensors, an original and 2 replacements. After being contacted, I contacted customer service on their behalf and worked my way up to a manager who 1. Got a unit from inventory 2. Tested it and then, only after that, sent to the customer. It has worked fine since then.

I strongly suggest you contact SS, ask for a supervisor and get this rogue unit replacement immediately. SS, also suggest this customer has been through enough and an additonal act to promote good will is in order, in my humble opinion.

4 Messages

@captain11​ Thank you for the tip. I'll message them today and see what they can do. They should be able to see all of the false alarms in their alert records...

4 Messages

@captain11 the chat with them didn't go well. They can see all the false alarms and know we have a new unit. Their solution seems to be to run me around in circles for an hour -- unplug things, take out batteries, reboot. There isn't a real solution to be had from their support team and no escalation to a supervisor.  Given you've done a bunch of these installs, how's your experience with ADT? Their solution has better reviews and is looking like a better way to save time and not get woken up again in the middle of the night. 

Captain

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5.9K Messages

@chrisbfarrell​ Do not, I repeat, ever go to ADT. I spent 11 years with them before going to SS in 2012 and their contracts are simply a nightmare. Again, if you leave SS (which I hope you don't), go anywhere but ADT. I see Emily from SS has responded to you. Their specialists are excellent and I am sure they will take care of you.

Community Admin

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3K Messages

7 months ago

Hi @chrisbfarrell, 

I'm sorry to hear about all of this trouble. Our Smoke Detectors use photoelectric sensors, so they detect smoke through the distortion of a light beam inside the detector. However, false alarms can occur when the device detects other particles, like dust build up or steam. To help prevent false alarms we recommend cleaning the Smoke Detector once a month using a vacuum, or a can of compressed air as mentioned by Captain11. 

However, receiving almost one false alarm a month since installing your Smoke Detector certainly shouldn't happen. I've gone ahead and opened up a ticket with our escalated Support team on your behalf. A Specialist will reach out to you soon to take a look into your account and resolve this issue.

4 Messages

Ok. Thanks Emily. I appreciate it. 

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