I must vent, and I'd also like some advice.

The vent: I installed a great whole-house audio system for a client, using ReQuest's wonderful (and yes, expensive) music server product. A key requirement for the install was the ability to control the system from 3 floors away. It's existing construction, and installing new cabling wasn't an option. ReQuest has a great application for WiFi-equipped PocketPC's, so that's the way I went.

I've installed probably 20 WiFi networks, with great success. I installed a DLink router/AP on the middle floor, and then installed DLink WiFi repeaters directly above and below the router (where the signal strength is nearly 100%). I fired everything up, and it worked great. The client and I walked through most of his 5,000+ sq. ft. house together, and were able to select and control music w/the WiFi PocketPC just about everywhere.

But then problems with the connectivity arose. Communications between the PocketPC and the ReQuest server got sporadic, and now it's not working at all.

There's no interference from the usual culprits: 2.4 GHz phones, microwaves, etc., as far as I can tell.

And this is my vent: I feel that this destroys my ability to get referrals from this client, because the trouble he's experiencing naturally reflects poorly on my services. As most of you do, I am 1000% focused on service, and certainly have done everything possible in this case, but the problems continue.

So that's the advice I'm looking for: how do you best handle a situation where 1) you've installed something; 2) it worked great at install; and 3) now it's not working. The advice "fix it" is obvious, but what I'm talking about is the bigger picture: how to best maintain credibility with a client when this wonderful technology we all know and love is dodgy?

I'd start with an attitude of honesty and determination. You're baffled, only human, and want to figure out what the problem is as much as he wants you to. Just don't abandon him. Let him know you intend to get it working right again.

The customer knows it worked right to begin with, so the workmanship shouldn't be an issue. Either the equipment or the environment has changed; you and he need to work together to find out what is different.

It could be (as you mentioned) other electronics within or outside the structure. Maybe keep a sort of diary showing when the problems occur, and what else is going on at the time. (pardon the pun).

You certainly should seek (and receive) the support of your vendor(s) (ReQuest, in this case?) in troubleshooting; their help should prove invaluable. Remember, you are their customer, and the same two-way relationship should exist.

As a customer, I never get upset when problems arise; only poor performance by the professional in attempts to work for a solution (or compromise) deserves my wrath. I try to see it from their perspective. As a customer, what would I want?

Just my thoughts.

Larry
www.fineelectricco.com

This message was edited by Larry Fine on 02/14/04 14:37.

The posibility of a Bad Access point hasnt crossed your mind?

I would not use D-Link in a critical system..... They make fine products for the do-it-your-selfer, but I wouldnt put my reputation in the field on it.

Look into some higher quality Wi-Fi products......

Cisco, Proxim/Ornico, Netopia.............

Yes, they cost anywhere from twice to 10 times the amount of the D-Link, but the build quality is Much better as is the Range and amplification.

I agree 100% with Larry. Almost all customers are aware that things go wrong. As long as he sees the commitment that you have to making it right and and you follow through on that commitment you've held up your end. Sometimes that is more impressive than a slam dunk install. What is essential is that you put in the time and effort in a timely manor and maintain communication. My $.02

dcci,

I feel your pain, and agree 100% with you dedication to customer service. Larry and shoe BOTH hit the nail on the head...keep on pluggin, and your reputation won't suffer.

I also agree with Impaqt (except for the netopia) and would throw in there SMC...

I am currently using all SMC components, and their new 54Mb 2804WBR G wireless router...it's phenomenal. I've got several in the field and no failures.

If it worked, and now it doesn't, it is something in the system configuration or the router/access points. If it doesn't work ANYWHERE, I'd start with that D-Link router...then move onto your access points, then check the IP CONFIG on the Re-Quest itself, to make sure it hasn't changed (this happens, I don't know how!)

Drop me an e-mail if you need further, I deal with this stuff every day!

good luck

avdude

When things go right, the customer gets what he expected from you. You are a great asset to him. Your reputation is excellent.

When things go wrong, your reputation has its best chance of being improved beyond what you think. If you show your determination and attention to him as others have mentioned above, he'll never leave you.

Problems provide the greatest opportunity to enhance a good man's reputation.

I would go one step further and put a clause in your contract (you do have one of those, don't you?), that says something about electronics is extremely complex and occasionaly these situations happen. Even doctors tell you that medicine is not an exact science and shit happens. This is called managing your customers' expectations and it is a good practice.

I'd like to thank everyone for their comments. This is one of the best aspects of this forum - hearing from others that face the same challenges.

It is good to hear that my approach to this (and other similar situations) is the right one: demonstrating to the customer that I'll do whatever it takes to solve the problem.

Put simply, wireless internet doesn't work reliably enough to EVER install in a client's home. Say what you will about how well it works at your house, you can never predict it, and can therefore never count on it or consider it as a solution without a solid backup plan and a lot of extra time to blow troubleshooting. It's a new and far-from-perfect technology that's being shoved down the public's throat, and they're eating it up. Lemmings.

As far as I'm concerned, it doesn't even exist. And since I've adopted that opinion, I've never had a problem with it.

This message was edited by deb1919 on 02/15/04 18:06.

Even though it is an existing structure, there is almost always a way to get wires in the walls or in the floors or the ceilings or the attic or basement...whatever. As deb stated, I pretend that wireless dosn't exist. When we do installs we offer wireless as a secondary convenience only, not as a solution to networking. If the client can afford it, we always push hardwire. If you don't have a drywall repairman you can contact an "emergency" drywall repairman to fix your holes. If you are concerned with getting referrals from that client than put in that extra time required to make it work. You might have to loose money on this job to make it work, it happens to everyone sometimes...it's a learning experience. Don't give up!!

Wow!

deb1919...you just called an AWFUL lot of people that value your input a lemming!

Wireless, when PROPERLY installed, configured AND secured can be VERY, VERY reliable...

I'm sorry you feel this way.

avdude

I will add symbol to the list

I was in a rotten lack-of-sleep mood to begin with last night. Had I been a little more together, I wouldn't have used those words, but would have said the same thing - don't always believe the hype. Just because something's being pushed as the "new great thing" doesn't mean it's great.

You should never tell a customer that wireless will work, because it may not, through no fault of yours. I've tried it 3 times in my career, and was never able to maintain a reliable connection. Maybe for a day or 2 at the longest, then it would fail & take the whole LAN with it. We as tech-heads can deal with that, since resetting the router & modem isn't hard. But our customers would rather not be bothered, even if they're capable.

My cordless phone is the only wireless thing I own that works consistently. My cell loses service & drops every other call. My walkie-talkies pick up workers from the next block. Even my garage door openers usually need 2 or 3 presses to work. Needless to say, I avoid wireless at all costs.

One good thing... if I stick a wireless card in my laptop & drive down Park Ave, I can aquire at least 20 connections. Even though it benefits me, it's still a flaw.

My apologies if anyone actually felt like a lemming.

Doug @ HomeWorks

how old is the structure your woking on . in older houses with wire lathe in the walls this could be a nightmare not to mention any reflective materials on the walls; such as foil wallpaper large mirros and the like. i to am the true beleiver that a wire can get to where ever you need and is much more dependable