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Topic:
What to do when a good brand turns bad
This thread has 41 replies. Displaying posts 1 through 15.
Post 1 made on Monday February 2, 2015 at 17:45
vwpower44
Super Member
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What do you do when a brand you have sold and pushed for several years comes out with new product that is very lack luster, and you feel isn't a good fit for most of your clients? Or when a new product comes out, and there are known issues? Or when a product you sold over a 5 year period of time starts coming in for service all the time?

We usually tend to move to a different brand. I have been with our company for 20 years, and for about 75% of that time we sold only a few different brands. I feel like now we are having to shift product from one brand to another every couple of years because of design flaws, lack of discretes, service issues, build issues, etc. I feel like I can't get a manufacturer to build good quality, reliable product, with a good codeset, and great design for more than 2 years consecutively.

I feel like we are always changing the brands we sell because of these things. I know it is our duty to always sell the best, but one brand may be the best today, then the worst next year. I always feel like I am jumping ship.

I would like to thank Sonos, Sony, Peerless, and Sonance for pretty much always being good.

How do you deal with a client when you told them to buy X product because it is the best. Then next year their friend comes in and you tell him not to by product from brand x because there are better options. Then the friend tells their friend what you say. Its just not a good position, but I don't want to sell someone something I know that has issues, or there is a better option.
Stay Hungry, Stay Foolish...
Post 2 made on Monday February 2, 2015 at 17:49
Mac Burks (39)
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Be honest with them. "They used to be awesome but now they suck." Every manufacturer/model/line on the planet has sucked at some point or another.
Avid Stamp Collector - I really love 39 Cent Stamps
Post 3 made on Monday February 2, 2015 at 18:54
IRkiller
Advanced Member
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This is a sister thread to mine last week. The 'saying goodbye to a control system' thread. It's something that was or thought to be good and no longer is.
how in the hell does ernie make money?
OP | Post 4 made on Monday February 2, 2015 at 19:24
vwpower44
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I didn't want to name the brands causing me to write this.
Stay Hungry, Stay Foolish...
Post 5 made on Monday February 2, 2015 at 19:27
Zohan
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On February 2, 2015 at 19:24, vwpower44 said...
I didn't want to name the brands causing me to write this.

It's their fault if they chose to use cheaper, more unreliable parts. They obviously don't care about us so they deserve to be outed.
Post 6 made on Monday February 2, 2015 at 19:42
longshot16
Super Member
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3,442
Man every company sucks on some level. Do what you have to do to keep your customer happy.

If we were to only name one manufacturer each we would have them all na,es in 15 or less comments.

I am running into a bunch of random Marantz issues I have never seen before. Marantz has been amazing until now.

We will keep it moving.
The Unicorn Whisperer
OP | Post 7 made on Monday February 2, 2015 at 20:30
vwpower44
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On February 2, 2015 at 19:27, Zohan said...
It's their fault if they chose to use cheaper, more unreliable parts. They obviously don't care about us so they deserve to be outed.

Fine....Integra, Boston, Velodyne, Denon, Adcom, LG, Samsung, Aruba.
Stay Hungry, Stay Foolish...
Post 8 made on Monday February 2, 2015 at 20:33
Zohan
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On February 2, 2015 at 20:30, vwpower44 said...
Fine....Integra, Boston, Velodyne, Denon, Adcom, LG, Samsung, Aruba.

lol
OP | Post 9 made on Monday February 2, 2015 at 20:38
vwpower44
Super Member
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I actually understand what Aruba is doing. They are getting crushed by cheap access points by UBNT. The problem is that what I could cover with last years WAP, I can't cover with this years WAP. This is really what started me thinking about this and caused the thread.

I work with a builder, and we have been doing 5-story row houses with three IAP105's. Top Fl, Middle Fl, Basement Fl. It has been rock solid. They new IAP103's don't seem to cover as much. I had to yank out three of the IAP 103's and drop in some used 105's. As the 105's get phased out, and I look up the 103's to compare the specs, it looks like the power on the new unit are reduced by about 30%. I have been a huge proponent of Aruba over the last couple years and they have been completely rock solid. I have now done 4 systems with the 103's and have had issues with all 4. In 2-years I have never needed tech support until about 2 months ago. Unfortunately, I don't speak Hindi, so I couldn't communicate my problems to tech support, and had to get support from end users and IT companies on Airheads.

I use UBNT as my entry level Networking, and Aruba as my higher end. Now I am hesitant to put in more of the 103's. I am now thinking of Pakedge, since the rep is a half mile from my office, and their tech support is in Cali.
Stay Hungry, Stay Foolish...
Post 10 made on Monday February 2, 2015 at 20:43
Zohan
Super Member
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Now that there is excellent information, I know you know Aruba inside and out.

What about going with Ruckus?
Post 11 made on Monday February 2, 2015 at 21:26
tomciara
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That name surprised me most.
There is no truth anymore. Only assertions. The internet world has no interest in truth, only vindication for preconceived assumptions.
Post 12 made on Monday February 2, 2015 at 22:14
KeithDBrown
Long Time Member
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On February 2, 2015 at 17:49, Mac Burks (39) said...
Be honest with them. "They used to be awesome but now they suck."

Or "there are better options available right now." That way when you start selling Brand A again there won't be customers out there saying, "But you said they sucked?!?"
Post 13 made on Monday February 2, 2015 at 22:23
Hertz
Active Member
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December 2007
657
I just put in 2 103's in today,this was my fist time using Aruba. I agree the range is crap. Was expecting more range out of a $400 wap.

I might have to put another one in to just get full coverage on this single story house.

Going to move to ruckus and keep the ubnt for the cheapos.
OP | Post 14 made on Monday February 2, 2015 at 22:26
vwpower44
Super Member
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The other thing that irritates me is that Aruba now states MSRP on their website. One of the 4 houses I did the client questions why I was charging more than what they are listed for on Arubas website. I explained that we don't work on the normal IT rate of $200/hour. We mark the product up to a reasonable amount so we can continue to charge the same labor rate whether its IT labor or Install labor. I then explain that I can charge them normal price for the WAP, but then I have to raise my hourly rate for the IT portion. 99% of the time this clears the situation up, but I with Aruba having the prices available on their website, they are introducing issues I just don't have time to deal with. Just like how UBNT now sells direct to the consumer on their website. At least the UBNT stuff has been rock solid since day 1.
Stay Hungry, Stay Foolish...
Post 15 made on Tuesday February 3, 2015 at 01:14
Mario
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On February 2, 2015 at 17:45, vwpower44 said...
How do you deal with a client when you told them to buy X product because it is the best. Then next year their friend comes in and you tell him not to by product from brand x because there are better options. Then the friend tells their friend what you say. Its just not a good position, but I don't want to sell someone something I know that has issues, or there is a better option.

With quotes like "They don't make them like they used to"
or "new model is not as good as what you got last year",
or "I would still rather install 8 year old Kuro than today's TVs but Kuro is no longer available".

I don't think what you're describing is an issue at all, unless you found out that the same model/year that you initially recommended is crap. As long as model and/or production year differs, then you're in the clear.
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