...however the mother and kids (3 and 5 years)all claim to have been woken up in the middle of the night...

I rest my case. [Linked Image]

Unfortunately I see this a lot. I know we all want to please the customer but wild goose chases cost money.

I learned a long time ago that what the customer describes is most often than not nothing like what the problem really is. If I can't see the problem occur for myself I take what the customer has to say with a grain of salt. There is just no justification in spending a lot of of time and money changing things out without first having first hand knowledge of the problem then logically troubleshooting it.

Sorry, but the opinions of a 3 and 5 year old as well as a groggy adult would not be grounds for me to spend a lot of time on this. I think you went beyond "the call of duty" here given the circumstances. If the problem still occurs after changing all detectors I would politely tell them that you will have to see it for yourself before you can determine what the problem is.

-Hal