I just got called by crash alert, but no crash

  • 2
  • Question
  • Updated 8 months ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I just received a call from Crash Alert saying my car had been in a crash, and they identified my vehicle by the description in Automatic. They gave me the location, and I learned my wife had just parked there (by reviewing the Automatic trip log). I spoke with my wife by phone and all was ok -- no incidents or even hard braking. The trip log also did not report any hard braking, accels, or other incidents.

I told the Crash Alert person it must be a spurious indication, and she closed the case.

Shouldn't Crash Alert events appear in my Automatic dashboard? I don't see any indication of this alert.
Photo of mbeckman

mbeckman

  • 230 Points 100 badge 2x thumb
  • worried about reliability of Crash Alert

Posted 11 months ago

  • 2
Photo of Amy

Amy

  • 68,970 Points 50k badge 2x thumb
Hi mbeckman - Crash Alerts don't currently get logged anywhere in the user-facing experience. 

I'm going to have a Customer Care specialist reach out to you about the false alert so they can try to determine what happened. Sorry for any anxiety this may have caused! Please keep your eye out for an email from support@automatic.com. Thanks!
Photo of Ted B.

Ted B.

  • 228 Points 100 badge 2x thumb
Just a heads up, not more than 30 minutes ago, we just had the very same thing happen with one of our cars.  

Crash Alert called to inform us, but when we tracked the car down, it had simple been parked.
Photo of Amy

Amy

  • 68,970 Points 50k badge 2x thumb
If Crash Alert was triggered, you would've been emailed by Customer Care. Please look for an email from support@automatic.com
Photo of mbeckman

mbeckman

  • 230 Points 100 badge 2x thumb
I _was_ emailed by Customer Care. They were as uniformitive as the Crash Alert operator. Automatic engineers are looking into the problem. They think possible someone kicking the unit could have triggered the crash alarm.
Photo of mbeckman

mbeckman

  • 230 Points 100 badge 2x thumb
Getting spurious alerts is disconcerting, not to mention the alarm raised while you try to track down your vehicle if you're not the one driving. Automatic, this situation needs to get your highest attention and a report back here to your users on what you're doing to fix it.
Photo of Derrick S.

Derrick S., Official Rep

  • 7,074 Points 5k badge 2x thumb
Hi mbeckman,

Our engineers believe that someone could have kicked or bumped the adapter, which triggered the Crash Alert in your case. Crash Alert is designed to activate in the event of a crash that may leave you without the ability to call for help or notify your loved ones. Getting the algorithm right to where we are capturing warranted crashes but not creating false incidents is a fine line that we are always refining. That said, there will always be incidents of when the adapter was kicked, or the vehicle hit a large pothole, for example, that we can't control. We don't like upsetting our users by triggering false alarms, and we are sorry that it happened to you. 
Photo of Chris Feduniw

Chris Feduniw

  • 72 Points
mbeckman and Ted B. I had the same thing happen to me on 5/30 and 6/20 and worked with Derrick in Customer Support who also suspected I kicked the adapter getting out of the car so I said I would be real careful getting out of the car going forward.  On 6/21 it did it again and this time I was positive I did not bump the adapter getting out of the car so Derrick agreed to send a replacement adapter that arrived yesterday that I will put in the car today and hope it doesn't happen again.  

The good news is clearly the alert agents take action as when I didn't answer my phone on 6/21 due to being customer meeting they left a V.M. and then called my wife who also didn't answer and left a v.m. and then called emergency services who showed-up to my work garage only to find the car parked safe and sound.   My wife was also very worried when I didn't respond to 2 hours when I got out of the meeting and saw all the alerts.  So in one hand glad the Alert Agents take action .. now they just need to stop the false alerts. 

mbeckman and Ted B. .. how old is your adapter as mine was put in use Dec. 2016.   It will be interesting if your adapter is also just over 6 months old and then started these false accident alerts when the car is parked.   For the first 5 months I got in/out of the car the same way I always do and never had a false accident alert go off so I personally suspect either something changed how they detect crashes or the Automatic Pro unit has a H/W problem that appears after a few months of use.


Automatic team I trust you will keep an eye on this as it seems very odd that just in the last month these false crash alerts are occurring with multiple people when they park their car.   
(Edited)
Photo of mbeckman

mbeckman

  • 230 Points 100 badge 2x thumb
Chris, my adapter went into service a little less than a year ago. So I have an even longer time running it with no problems, then suddenly this incident, which thankfully hasn't recurred.
Photo of Amy

Amy

  • 68,970 Points 50k badge 2x thumb
Thanks for the updates here. All of it is useful in helping us improve Crash Alert. 
Photo of Chris Feduniw

Chris Feduniw

  • 72 Points
@Amy, VP Customer Care & Community: 

My new replacement adapter started sending false alerts again last month (Aug).   Everytime the false alert occurred it was when I parked and shut-off my car quickly and quick exit.   I've been very careful not to accidentally bump the adapter.   I've now disabled the crash alert function as I can't keep having Emergency Responders show up at my house or work with my car parked and nothing wrong.     I'm still convinced Automatic updated the firmware or S/W in the the April/May timeframe the crash alert never sent a false alert prior.  When I got my new/replacement Adapter from Automatic the first thing it did was update itself to the latest version.      The crash alert  "service" really works and I'm very impressed how fast the agents respond and contact everyone on your emergency contact list and then Emergency Responders but the crash alert is of no good if  the unit keeps sending false alarms.   Have you received any reports from the Crash Alert Service team how many alerts were valid vs. false alarms?

I hope long term this problem can be fixed.   I'm in the SF Bay Area so I'm happy to work with your Engineers to get debug and fix this issue.
(Edited)
Photo of Derrick S.

Derrick S., Official Rep

  • 7,074 Points 5k badge 2x thumb
Hi Chris,

I spoke with the Crash Alert Team and they don't see anything out of the ordinary on your account other than the false alarms. I am going to have Customer Care contact you directly via email about this.

This conversation is no longer open for comments or replies.