Let me enlighten you Nicola, we paid for this system. Up front. It is not \"subsidized\" and I have the receipts to prove it. From your competitor another local Honeywell Dealer here in town, we know we own the system. So don't make it sound like we are your charity case! We do have the GSM and according to your contract you do own it. It was removed the day the competitor took over the system and corrected the mistakes and programming issues your techs could not solve. We have been waiting for a call from you to ask for it back. But now we will be sending it to you to help you defray your \"thousands\" (?) which you spent to \"Make us Happy\", which if your techs had programed the system correctly we would have been happy. Can't help it if your guys couldn't do the job and it cost you money to have them come back to try and try and try! What an inconvenience to us to have them keep coming back! \n\nWe were so impressed with your competitor, we went ahead and automated our quick set door locks which are now operating flawlessly. Now we are going to complete our home automation and install light modules. Something we couldn't consider with you because your techs couldn't even fix the programming for our thermostats! \n\nEven the competitors monitoring fee is cheaper than you. No way, I didn't need a new phone like your tech told us, the competitor deleted the app and re loaded it and my phone is working great! Like my husband told you, you need to train your people before you send them out to practice on your customers!