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comments on poor mfg and vendor services
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Ken
With regard to HOLD TIMES for tech support and as one who has my share of time ON HOLD I would share some insights with the readers for their consideration.
The first premis is that the major part of the time tech support is on the phone with a tech in the field, the tech IS NOT PREPARED TO BE ASSISTED in troubleshooting.
That's right TECH SUPPORT is there to ASSIST YOU not to do your work for you.
There are some BASIC STEPS to the troubleshooting algorithm that will make life better for all of us.
1st Follow the manufacturers guide.
2nd Write down all the steps you take to resolve the issue.
3rd take meter readings af all associated components. WRITE THEM DOWN.
Yes have your test equipment on hand and available BEFORE you call Tech support.
( IF doing zone troubleshooting, read resistance properly before calling.)
Take power and resistance readings in advance of calling.
Now call tech support.
Lastly and MOST IMPORTANT..
Use a bluetooth headset or some other means that will allow you to WORK AT THE PANEL with both hands
When you say HOLD ON I'll BE RIGHT CK I have to get....(my meter, a screw driver etc.. You are not using your time or tech supports time efficiently. Because of 1 tech unprepared, 3 techs that are prepared wait on hold.
In my experience 95% of the men and women that answer the tech support lines for manufacturers ( IN THE USA) are patient, professional and knowledgeable. they are not judgmental ((Even though some of the stories would make good reading.) and are genuinely there for us.
Perhaps a Troubleshooting and Maintenance Course from NTS would be in order.
From the confines of my little office.
Joel Kent
FBN Security LLC
Windsor CT.
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Ken
Mfg poor service "wall of shame" should improve service when the sales drop. Online user ratings and product reviews sure help making decision buying consumer products. Many manufacturers pay sales people, regional sales managers, tech support, etc, but when installer needs price for a job proposal, or some technical info, there isn't anyone to provide it. The surveys they send you are just waste of time. Most surveys are compiled into some useless statistics by third party company and are never reviewed by management. Manufacturers would save lot of money on this lazy support stuff simply by providing detailed installation and programming manuals as online download which doesn't cost money like printed manual. BTW, do you remember that products came with book? User's manual with full schema. Computers included several books. Hardware, software, program samples and tutorial.
Dusan
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Ken
Comment on hold times.
You were lucky at 20 minutes. I waited 45 only to talk to someone overseas with an accent so thick I could not understand a word. Then after asking for someone that can speak better english, I was hung up on. Not transferred and lost, hung up. Called back and after 40 minutes hold and 35 minutes talking to a parrot, nothing solved. asked for tier 2 and hung up on again. Oh, and I forgot tom mention the feeling of rage because when you say anything they either repeat it or go completely silent only to make a sentence that you can't figure out if it's a statement, a question or if they even know what you said. I totally agree with the wall of shame.
Just my .02 cents worth.
Brett
Security Solutions,Inc.
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Ken
RE: "disappointment and deception by a marketing company"
If it was Seafront marketing, let me know, maybe you can help both of us. I wired
them $1400 and got what I consider junk. I should have know better then to wire them the money. In my opinion they
have been tools to work with.
Thanks,
Randy Chipman
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Ken
Question re poor mfg service
He should call the factory rep usually an outside company they have more influence with mfg’s
Michael DeCesare
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Ken
With regard to manufacturers service dept on hold times (and let me add hours of availability) I too have spent a great deal of my life on hold. Numerous times due errors or omissions within the installation manual. ..........First, let me say in defense of the manufacturer ....Some people simply refuse to read the manual and consider it equipment packing material. You can't install tomorrows technology with yesterdays education.
That being said.........Why not take a pole of who your readers consider both the best and worst providers and let the chips fall where there will. Since such complaints to the respective suppliers seem to remain uncorrected, maybe finding themselves in the wrong column will open their eyes. When it starts to effect their bottom line, better manuals, tech training and support service will become available.
John W. Yusza, Jr
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Hi Ken,
Mike must be talking to the same manufacture as me. I also have the same issues and some times I have to wait 45 min for a tech. I don't like the wait but when you are at the customers site with a problem you have no choice. I also get the surveys and when I respond with a poor answer I do receive a call from the company. The company tells me that they are working on resolving the time issue.
Bob D
Universal
NJ
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Ken
Way back when Pa formed the Alarm Association and dealers became more friendly to each other, we started to talk about common problems – 35 years ago. The industry has become less friendly and more competitive. We all have issues with manufactures products, tech service and sometime lack of communications. Some kind of wall of shame may be good with some type of filter at times someone may just have an ax to grind. Many may want to talk about how warrantees are
handled by manufactures. Replacing the product is one thing, but it is the labor that kills us – no money there.
Car dealers get paid for their time.
What do guys think?
Lawrence A. Weinstein
Law Security & Channells Locksmith
Hanover, PA
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TO SUBMIT QUESTIONS OR COMMENTS REPLY TO THIS EMAIL OR EMAIL Ken@Kirschenbaumesq.com. Most comments and questions get circulated.
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WEBINARS
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Topic: Integrating Quick Books with alarm company management software and credit card processing for RMR. You will learn how to inexpensively automate and streamline your alarm business management using sofrware designed to work with Quick Books. Hands on tutorial will demonstate how easy and useful this software can be.
When: February 13, 2014 at 12 noon to 1 PM EST.
Register here: https://attendee.gotowebinar.com/register/3856781481977174786
Moderator: Ken Kirschenbaum
Panelists: Mitch Reitman www.sicc.us; Scott Taylor www.FI-Soft.com; Thomas Aronica www.skybankfinancial.com
Who are the panelists:
Scott Taylor, with Fi-Soft and manages the firms product development and partner relations activities.. Fi-Soft specializes in QuickBooks accounting software, training, and integrated solutions. As a founding member of the Intuit Reseller Channel, Fi-Soft supports all versions of QuickBooks software and carries the highest level certifications from Intuit.
Mitch Reitman is a tax expert specializing in the alarm industry. Besides accounting and tax work, he is an active and effective business consultant and alarm business broker.
Thomas Aronica with SkyBank Financial has a focus on credit card processing for the alarm industry including RMR processing, and integrates and works with Fi-Soft's Quick Books.
Who should attend: alarm company owners, office managers and those involved in alarm company nabagment, accounting and accounting records.
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