[Ticket Question] Problem with 3D Quad, can you advise?

[securitywarehouse]

We have purchased 4 x Texecom 3D PETWISE and 4 x Texecom 3D Quad PIRs (order number 22362) and we are in the process of installing the PIRs. All the PETWISE PIRs are working fine but only 1 out of 4 3D Quad PIRs are working. The 3 3D Quads don't have the LED lighting up when 12V DC power was applied. The LED jumper is ON but none of the 3 works. 3 failures out of 4 is pretty poor quality control. One of the three failed 3D PIRs bodies has been installed on the wall. Please advise if there is anything else that we need to check before returning them for warranty replacement.

[accounts3]

We get very few if any of the 3D quads returned, so I would be very surprised if it was poor quality control. You say you have had the system working with the Petwise for 11 months, are you now adding the 3D Quads??

 

Are they wired into separate zones. We feel as I said before that it is not a quality problem, so will investigate further and come back to you, we feel it is likely to be something that is being done incorrecyly on install.

 

Anne

[accounts3]

Texecom advise that it is unlikely to be a faulty product, they suggest you bench test them, put 12 v power it each detector to see if it powers up, then put 12v to the alarm tampers, to see if they open and close, if this is OK, then it is not the detector

 

Hope this helps

[lbsltd]

I don't know where you got the "working with the Petwise for 11 months" from. It is a new install and 4 x Petwise and 1 x 3D Quad are working fine but 3 x 3D Quad PIRs (of the 4 purchased) are not working with the red LED not lit on either of the LED ON jumper positions. I thought by saying that I have got 4 Petwise and 1 3D Quad PIRs working would have strongly suggested that I do know how to connect and install the PIRs correctly. I have already tested the faulty PIRs using a 12V DC PSU (with correct polarity) to check that they are faulty before contacting your company for warranty replacement. The fact that the built-in red LED on the PIR is not lit when powering up would suggest that the PIRs are faulty, irrespective of whether or not the the rest of the PIR is working. To suggest the fault is on the install is unhelpful. It has taken almost 5 days to get an unhelpful response telling me that it is probably my fault when it is obvious that the products are faulty. Also, it is interesting to read that Texecom advised that it is unlikely to be a faulty product when I have contacted their technical support directly after being fed up with the poor speed of support from your company. I have supplied them with the same information as I have supplied your company. Texecom responded on the NEXT DAY and confirmed that the 3D Quads are faulty and requested the return to them for warranty replacement. Your company might be a little cheaper on some products but I would think twice before buying from you again because of the poor after sale service.

[accounts3]

Sorry that you got a different reply for Texecom than we did, bt as I sai Txeo poduts are rarely returned wth Fault, so  three out of four was very suspect, ad wrongly we presumed that you were not an installer, if you raise a ticket for our returns dept, they will quickly raise an RMaand get these products swopped.

 

Then presumably te replacemets will work

[Secware_Tech6]

as above if you sure they are faulty we need to swap them.

However texecom gear is generally reliable.