Lately we haven't been able to stage the gear in the office because there have been alot of backordered items .

You are out of line and worse you miss the point. We have all been frustrated but the fact is that tech support is just that, support. They do not design or manufacture the gear. Screaming at them is not screaming at "Crestron." It may make you feel better but it's otherwise pointless. They cannot fix manufacturing nor design issues. In a sense you are picking on a defenseless individual who cannot fight back.


That is a Crestron problem, not a tech support problem. You should be tracking what you sell and how profitable it is. If you are losing money stop selling that system or move to an other product. On occasion I've taken on George, who, unlike tech support, can fix these problems, I have walked my CP2E into manufacturing and handed it to that department head and asked him to remove the side screws which I could not. Screaming at tech support will do nothing to fix this issue. They don't have a paper work channel to the right managers or department to pass your unhappiness through channels. It's as if a client began screaming at one of your techs because of your design, management, and programming issues. What did he have to do with these choices? What power does he have to change these factors?


It is a very good example but you miss the point. Have you any idea how expensive tech support is to maintain? When incompetent dealers call up and monopolize tech support's time it costs the manufacturer money. When dealers misdesign the system and call up in a huff it puts pressure on all parties--dealer, client and manufacturer. How many Adagio systems were designed into systems they were not designed to handle just because they were less expensive solutions than the system that cost more but were the correct solution?

Sure it is frustrating. It is also a drain on your bottom line. I have had wireless dimmers fail and I've had them fail to acquire. I've noticed how my preferred gateway frequency --25--did not work with a TPS-6x but 15 and 20 did.

You want to speak to the changes in tech support and how the best TB agents are protected behind a filter so you have to deal with 15 minutes of individuals who cannot help before getting to those who can and you have something that support agent can bring up to his direct manager. Even then, it's beyond their ability to change. I became proficient at one of the Adagio example programs. There is one person I'm aware who can help with this but I'm not allowed to email or contact him directly. I have to call up, wait, get to agent 1 who passes me to agent 2 before contacting the individual who can help. This, I'm told, is intentional.

Alan

Let me clear this up Alan. I don't scream at Tech support personnel. I dont scream at anyone for that matter. I'm fairly laid back person. When I go off on TS, I keep it absolutely professional. BUT, I make it quite clear that although it isn't personal I am still disappointed in their quality control.

You are more within your rights to be disappointed, to take this disappointment out on your rep and at CEDIA with Crestron's executives.

You can take your work troubles home and yell and scream at your family. It's not going to change those problems but it may make you feel better. Yelling at tech support is not going to get Crestron's QC to improve or fix other issues in their chain. An email to the right people at Crestron would go further than informing TB. I've done it too. Typically, I apologize before hand as I know I'm frustrated. But TB can some times help you fix the problem. They cannot fix the process issues that caused it in the first place.

I feel your frustration. You have every right to be frustrated and upset. These failures go directly to your bottom line and they create all sorts of issues with the client. Unfortunately, despite his mistaken love for the wrong semi-professional football team AVgenous is right in this instance.

Alan

 Gman, Alan makes a great point, you can yell and scream at home or whoever you want. I know you said that you are a laid back person and only act very professional and courteous to TS and those aroudn you, but he must know that you are lying or something. ;-)

I think it's time for some anger management classes. You obviously don't know how to handle stress of a CI. 

I loved that movie...lol

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That scene cracks me up..." I TOLD YOU NOT TO GO THERE!!" LMAO

None the less, 'going off' on tech support (regardless of form or level of civility) is a waste of your time and theirs. Unless you've gone up the ladder during the course of your issue (escalation to ATSG or similar) the person you're talking to almost certainly does not have the sort of channel to engineering or manufacturing required to effect the change you desire.

If you have a complaint about a product, I'd recommend you channel it to one of 3 destinations.

-Online help, via a 'bug report' or similar. Those things do get read (IE: not flushed into a black hole and ignored).

-Your regional sales rep. Not the most sure-fire means of finding a resolution, as some rep's are much more effective than others.

-Your regional technical director. If you've got a real issue, this is potentially the best avenue short of calling NJ and striking up a conversation with one of the higher-up's.

Point taken, Gentlemen! After further thought and your input, I realize that I was out of line. As the old saying goes " If one person says you are a horse, you can dismiss it; but if 9 tell you; then you had better buy a saddle" :)

It still pisses me off though...lol

Wrong lesson taken. You should be pissed. Just don't yell at Tech support about this issue. Get your rep on the phone and express to him your unhappiness. More importantly, find out from him who at Rockleigh you can talk with that can fix these issues. Then speak with that person(s). And speak with that person(s). And speak to that person(s) until you have the problem fixed. I am not sure if there is a solution to this problem. We assume the risk and that is a part of our reality, particularly if you are not doing large dollar amounts with a company. But if you can pass your complaint on to someone with the power to fix them you may obtain the justice you seek.

Direct your anger toward the person or person's who can solve your problem.