I am writing to express my concern regarding a smoke detector issue with my monitored home security system. The detector, which is not expired, has recently begun to beep during the night. The system panel displays a "detector tampered" message, despite no one having touched the device — it is installed at a height that requires climbing to reach.
Additionally, Telus support has been unable to identify the exact cause of the issue. I have never been asked to pay for a faulty monitoring device in the past, yet I am now being told I must pay for a new detector.
This seems unreasonable given the circumstances. I believe this may be a malfunctioning or defective unit that should be replaced under Telus's equipment warranty or service responsibility. Unfortunately, your customer service representatives have not been helpful and are unwilling to offer a solution.
I request that this issue be escalated and resolved without charging me for a new detector. I would appreciate a technician review or inspection, and a clear explanation of why this charge is being applied if Telus insists it is not covered.
