I wouldn’t say “it makes perfect sense”.
While I have not read the text of the actual Lawsuit, the article summarizes 2 key points
There was an alarm for a “broken glass window” 90 minutes before the manual 911 call. The failure to escalate this to authorities is a concern, unless non-escalation for burglary attempts is in accordance with the monitoring plan purchased by the Customer.
The second “alarm [sic]” (2 minutes later) may indeed have just been a system-fault (“failure of the keypad”) report. The basis of the suit, however, is that ADT fraudulently misrepresents what should happen in this scenario. Of course, the details matter (the wording of advertising, sales representatives, and the actual contract) and will determine the merits of the case.
This was not a “low battery” report - it was “a failure of the home system’s main keypad” that happened 2 minutes after a glass-break alarm. Don’t tell me what I would or would not want from authorities in this situation: Indeed, I absolutely would want authorities contacted (after the standard verification phone call to owner / family process). A home invader / burglar (i.e., presumably whoever broke the glass window to enter the home), could quite likely follow that entry with brute force destruction of the keypad in an attempt to disable the alarm system.
Again, this depends a lot on the details of the contract and services promised. If the promised protocols and services were not provided, it is hopefully a rare situation - but steps should be taken to prevent “human error”, such as requiring a supervisor to clear an alarm in cases where nobody can be contacted.
But one reason I’m posting this here is as an alert to consumers who purchase monitored security & safety services, that they need to read their contracts (and options?) extremely carefully and understand the limitations of the promised services.
I would be interested in reading the actual contract in order to determine if the expectations implied by the lawsuit are actually reasonable or not. Does the contract, for example, state what exact procedure(s) are to be followed upon a “glass break alarm”? Does the contract state what procedures are followed upon a “keyboard failure”. Does the customer have the option to upgrade these procedures? Do the sales reps and installers have an obligation to recommend fire/smoke sensors and get informed consent of the customer to positively decline such sensors (initials on the contract; such as one does when declining optional insurance on a rental car)?