Legal Brief: When Customers Misuse Systems, Contracts Are Your Best Defense

Types : Bylined Articles

Make sure you are protected in the event a customer improperly uses their security systems.

For more than 20 years, I have represented large security companies in litigation matters across the country. All of my clients provide vast information about their systems – like user manuals, online tutorials, a short “cheat sheet,” and other customer education materials. One even published a quick start guide with a header “KNOW YOUR SYSTEM”.

Despite these efforts, many customers fail to learn the functionality of their system. Some do not realize what their system can do; others think it can do something that it cannot, and some even use it for a purpose for which it was not intended.

Years ago, we won a case at trial where a subscriber admitted under oath that she learned more about her alarm system under cross-examination from me than she ever knew. She thought that testimony helped her case; however, it did not because it revealed that she did not attempt to understand her system. Yes, security providers have an obligation to educate their customers, but customers have a responsibility as well.