Following our burglary, we had an alarm system installed. After way, way too long, I’ve finally written about the alarm system we went with. Looking at the different options, we went with FrontPoint Security.
I went with FrontPoint for four reasons:
- Excellent customer support.
- Self install.
- Transparent pricing.
- I liked the technology.
1. Customer Service
The customer service is indeed awesome, setting up an alarm system is a high touch activity and it required many calls with them to get my questions answered and to setup the sensors. They are super friendly and super knowledgeable on the phone. The tech support are not a bunch of wankers reading off of a script, they really do know how the systems work, and when they don’t, they know how to get help.
I wanted a glass break sensor in my kitchen, they recommend you don’t do that because if you drop a plate or glass and it breaks, you can trigger the alarm. I called them and asked them to move the glass break sensor into the “away” sensor group, this isn’t a common request and they were able to handle it easily.
My biggest complaint about customer service is the hours:
5:00 AM – 8:00 PM PST M-F
7:00 AM – 3:00 PM Sat-Sun
Naturally, I’d rather have them be 24/7. The service hours are definitely east coast biased.
2. Self Install
My wife wasn’t in a good place, and I didn’t want to deal with an installer after the break in. I wanted the system in fast and FrontPoint next day aired me everything (for free). The self install can’t be any simpler, with the exception of the (optional) recessed door sensors, everything is tool-less and only requires you to use the sticker adhesive the units come with to install things to the walls or doors/windows. I was leery that an installer would just cost more money and I didn’t want them in my house.
3. Transparent Pricing
The pricing is *mostly* transparent. You’ll know right away what you’ll spend on equipment and you’ll know what the monthly fee is. What they don’t tell you until after you’ve signed up (but within the 30-day no questions asked period) is that you pay a $10 fee to the city (divided into four $2.50 payments, one per quarter). This is required and it was the only surprise fee.
4. The Technology
I like the technology, it’s all based on z-wave, cellular, and GE Security (which isn’t part of GE) has a strong position in the market, you can also buy sensors from other companies if you want and more importantly, you can buy sensors elsewhere. I purchased many sensors off of e-bay and the Frontpoint techs had no problem installing them. Now that I have the system, I’m going to start adding environmental sensors. I like
Notes from my installation:
I mounted the control panel in an easily accessible place, it’s powered off of a large power brick which I installed inside a closet, drilled a whole through the wall and wall mounted my panel. You can actually mount the panel anywhere as you almost never use it (we use our phones to arm/disarm), it is good to have near your main point of egress (as opposed to the main door on the house if you don’t use that), because it’s likely you’ll inadvertently trigger the alarm and you’ll want to shut it off quickly. The main concern with placing your panel is that it isn’t visible from the street, you don’t want bad guys to see if it’s disarmed or not.
FrontPoint is very proud of the “Crash and Smash
” protection. Once a sensor is triggered, there is a time delay before the system goes into alarm. This time delay is there so that the homeowner can get to the panel and disarm the alarm. A bad guy can use this delay to their advantage by destroying the control panel before it sends the “alarm” signal to the monitoring center. Crash and Smash protection means that the alarm sends an “alarm pending” message to the control center immediately*, if the control panel is disarmed before the timeout, the panel sends an “alarm cancel” message. If the panel is destroyed, the alarm goes into effect.
*Immediately is very subjective and I couldn’t get a real answer from FrontPoint on what the latency is from sensor triggered to “alarm pending” message received by the monitoring center. I’d love to know, what it is, but I can’t find any info online.
Things I wish FrontPoint did better:
- 24/7 customer service (or at least more West Coast friendly).
- Better guidance on sensor placement, particularly glass break sensors.
- Publish panel latency and incident response time.
- Online account management, want to update your credit card? You need to call them.
- Not really FrontPoint, but I would love an outdoor rated door sensor, something I can put on my gates.
- I’d also like a hard wired smoke alarm option. All of my other smoke alarms are hard wired, so in theory, it’d be easy to hard wire a compatible alarm in that notifies the control center when any of my alarms go off.