Field Service FAQs

 

Who do I contact about service-related questions?  Please contact the Field Service Department at 800.615.3844; press 2, followed by 4, and then select the option that best fits your specific situation.

What are the hours of operation for the Technical Operations Departments?  (all times are Central Standard Time)

Dealer Technical Support 7:30 AM – 9:00 PM M-F and 8:00 AM – 5:00 PM Saturday

Field Service Dealer Q 7:00 AM – 11:00 PM M-F and 8:00 AM – 9:00 PM Saturday

Field Service Customer Q 7:30 AM – 7:00 PM M-F only

Customer Technical Support Monday - Saturday open 24 hours Sunday emergency services is open 24 hours

Emergency assistance is available on Sunday and anytime outside of normal business hours. After-hour calls are routed to Customer Technical Support, and two-way tests are routed to the central station.

Am I able to update my service jobs online?  Dealers can update their jobs directly online through the Service Dashboard within bhsdealer.net.

Am I be able to submit my service billing online?  Not currently. Please continue sending in the original copies of the three-part forms with an attached cover sheet to:

Brinks Home Security™ Attention: Service Billing PO Box 814530 Dallas, TX 75381

What types of events are not covered under the lifetime warranty?  The lifetime warranty does not cover:

  • Acts of God (e.g., lightning strikes, flooding)
  • Customer neglect (e.g., cut wires, damaged parts)
  • Actual break-ins
  • System add-ons, sensor relocation, or remodeling
  • Code or programming changes
  • Battery replacement Communication changes (VOIP/DSL including filters, etc.)

What do I need to do when the customer calls me directly for a service issue?  Please ask the customer to contact Brinks Home Security™. Our customer technical support group will troubleshoot and try to resolve the technical issue over the phone. If we are unable to resolve it, we will open a service job ticket. We actively resolve 90% of customer technical issues over the phone, helping to avoid unnecessary service jobs.

What is labor standardization?  Labor standardization refers to the guidelines that the Field Service Department uses to calculate the standard labor required for all installation and repair work completed on a service call in residential/small commercial applications. You must receive an authorization number from Dealer Technical Support if your labor hours on a service call exceed the Brinks Home Security™ calculated labor standards. If you do not, the amount will be adjusted from payment.

What are some typical technical-related calls you receive from customers? Customers call for various reasons. Some of these include:

  • To gain a better understanding of how their alarm systems work. This includes areas such as various arming methods, changing/deleting codes, and learning how the alarm system transmits signals to our monitoring center.
  • To confirm or understand the exact coverage they have in their homes. These types of calls sometimes result in the customers’ requests to add more equipment.
  • To understand and resolve trouble conditions, such as low batteries, zone faults, and system malfunctions. 
  • To inquire about their warranties and their financial obligations when an on-site technician is needed to resolve their technical issues.

 

How do I properly complete a service job? Once you, the technician, are on-site, call 800.615.3844 and follow the menu options to place the system on test. Next, repair the problem, send signals, and call back to verify that Brinks Home Security™ has received the signals. Once the signals are confirmed and any necessary information is updated, you will receive a confirmation number and request that the service job is closed.

I just received a service job. What do I do? You will receive a service job when a customer has a technical issue that we were not able to resolve over the phone and requires an on-site visit. The service job will identify the customer’s issue and provide contact phone numbers for you to call and schedule an appointment. The job will not be closed without the appropriate signals and confirmation.

How do I update a service job? Dealers are able to update their jobs directly through the Service Dashboard within bhsdealer.net.

Why would a service job be reassigned? A service job can be reassigned for three reasons: at the customer’s request; if you have not provided daily updates to the Field Service Department of Brinks Home Security™ on the job’s current status; or if you were not able to contact the customer within five business days.

What is a welcome call service job? A welcome call service job is opened during the initial purchased survey process if a customer has any outstanding issue that needs to be resolved by the installing dealer. The installing dealer has 10 business days to resolve the customer’s issue and close the service job. Brinks Home Security™ will resurvey the customer automatically after 10 business days to see if the issue has been resolved; if the issue has not been resolved, the account will not be purchased.