Your Universal Remote Control Center
RemoteCentral.com
Custom Installers' Lounge Forum - View Post
Previous section Next section Previous page Next page Up level
Up level
The following page was printed from RemoteCentral.com:

Login:
Pass:
 
 

Page 1 of 2
Topic:
"It worked this way 'before'".....uh, no, it definitely did not.
This thread has 28 replies. Displaying posts 1 through 15.
Post 1 made on Friday February 10, 2017 at 19:48
Grasshopper
Long Time Member
Joined:
Posts:
May 2016
133
My story from today isn't even worth writing about, but I'm wondering about what others have come across with clients regarding this. I'm sure there are some pretty bad ones.
Everyone should learn something new every day.
Post 2 made on Friday February 10, 2017 at 19:52
Trunk-Slammer -Supreme
Loyal Member
Joined:
Posts:
November 2003
7,454
That's a lot like "it never worked right anyway.", which you hear well after it's out of warranty.
Post 3 made on Friday February 10, 2017 at 20:10
King of typos
Loyal Member
Joined:
Posts:
June 2002
5,275
Or "it worked before the time you were here last, but not any more." And the last you were there was over an year ago. So why such a delay?

KOT
Post 4 made on Friday February 10, 2017 at 20:49
buzz
Super Member
Joined:
Posts:
May 2003
4,366
"I just mailed in the warranty card, so it's still under warranty". (5+ year old device)
Post 5 made on Saturday February 11, 2017 at 00:43
Ernie Gilman
Yes, That Ernie!
Joined:
Posts:
December 2001
30,104
"I buy all my stuff from you and I need __________ installed right away!" You show up and find that their system has a component that was invented since you were last at their place. And it's somehow installed in their system.

"I have an account with you and need this done right away!"
"Sir, the fact that you have avoided paying us the $400 you have owed us for three years DOES NOT mean you have an account!"

And there's the old standby "I bought all this stuff from you and it has never worked right."
A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
Post 6 made on Saturday February 11, 2017 at 01:51
Glackowitz
RC Moderator
Joined:
Posts:
May 2002
3,792
We had a client that had an old elan S6 system and needed some stuff looked at. When we were done she was mad at us because the lower gate camera didn't work anymore. She said that when someone pushed the call button it used to turn on the tv in the office and go to the video input and select the gate camera on the video switcher. We told her no way it ever did that, because the system wasn't capable of accepting trigger inputs, the gate wires to the house didn't have any trigger signals and the tv in the office was not part of the elan system control.

She threw a huge fit called her husband who came home immediately and asked us what was going on, she explained what the tv used to do and that it didn't work anymore....he started laughing and told her that would always turn on the tv and select the input with the tv remote when the gate button was pressed.
There's no worse feeling than that millisecond you're sure you are going to die after leaning your chair back a little too far.
Post 7 made on Saturday February 11, 2017 at 10:34
sirroundsound
Senior Member
Joined:
Posts:
November 2003
1,097
I have always been baffled by clients that have expensive systems installed and the moment something doesn't work (years later) claim one of two things:
1 - it should still be warranted because in the many years they have had the system they have only ever used this item a couple of times so it should not have failed.
(maybe if they used it more often within the warranty period it would have failed then and been replaced for free)
2 - it never worked right. (so what they are saying is that if the radio in their car did not work right, they would wait a few years before bothering to have it looked at, and be mad at the dealer for selling them a car with a broken radio)

It is only going to get worse as our clients get older and older.
They will start to forget how to operate certain things they don't use daily.
You can go over how a system works and tell them everything they need to know, but they won't actually be listening.
You can write everything down in a nice document, but they won't read it.
They will only call you and once you have "fixed it" and shown them again how to use something, they will claim you never told them that before.
Post 8 made on Saturday February 11, 2017 at 12:14
buzz
Super Member
Joined:
Posts:
May 2003
4,366
On February 11, 2017 at 10:34, sirroundsound said...
It is only going to get worse as our clients get older and older.

It can happen to the best of us, but there may be a bright side -- The Beatles will issue new tracks -- every day.

Sadly, for some users, it will become difficult to distinguish between the TV remote and a telephone. Remembering which end to point is also an issue. I'm tempted to provide a dedicated, large "Watch TV" button near the set that is guaranteed to provide a picture and sound. Further, I'd consider adding a periodic timeout for the button, forcing the viewer to get up and move around.
Post 9 made on Saturday February 11, 2017 at 17:55
Richie Rich
Senior Member
Joined:
Posts:
July 2002
1,150
I like the "it hasn't worked right in months, you need to come fix it" and you go out there only to find out that they have purchased a new phone or ipad and none of the required apps to run things are installed on their new device.
Yup, that is my fault....
I am a trained professional..... Do not attempt this stunt at home.
Post 10 made on Saturday February 11, 2017 at 18:49
Ernie Gilman
Yes, That Ernie!
Joined:
Posts:
December 2001
30,104
On February 11, 2017 at 01:51, Glackowitz said...

She threw a huge fit called her husband who came home immediately and asked us what was going on, she explained what the tv used to do and that it didn't work anymore....he started laughing and told her that would always turn on the tv and select the input with the tv remote when the gate button was pressed.

He then divorced her for taking him for granted.

On February 11, 2017 at 10:34, sirroundsound said...
You can go over how a system works and tell them everything they need to know, but they won't actually be listening.

You can guarantee that that approach won't work.
Most people can't retain multiple sets of multiple step instructions, even if it's all very simple. You need to AT LEAST put the remote in their hands and ask them what they want to do, then tell them step by step what to do while THEY DO IT.

It's important to drill into their heads to think "what do I want to do" before they start pushing buttons.

You can write everything down in a nice document, but they won't read it.

Don't bother unless you need a reminder. Have them call you when they can't figure it out, and then step them through it. THINGS ARE LEARNED MOST EFFICIENTLY AT THE MOMENT THAT THEY ARE NEEDED. It's sorta like the idea that the prospect of death focuses the attention quite sharply.
They will only call you and once you have "fixed it" and shown them again how to use something, they will claim you never told them that before.

Others have suggested that we present invoices with the charges totally discounted. Show them the invoice you gave them when you re-taught them before.
A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
Post 11 made on Saturday February 11, 2017 at 19:49
lippavisual
Senior Member
Joined:
Posts:
December 2007
1,458
I've started to video record how the system works when you select certain things from touch screens, keypads, remotes, etc.

Then put it in my Dropbox and send the client an email, with read receipt, and have them click the link to download. That and telling customer to reboot X device has certainly stopped the " I don't know how this even works" line.
Post 12 made on Saturday February 11, 2017 at 21:02
Trunk-Slammer -Supreme
Loyal Member
Joined:
Posts:
November 2003
7,454
I know I've told this one before, but:

I get a "I can't get the system to turn on.", and when I arrive the guy isn't there, but his gal friend is, and she is watching TV on the system.

He walks in and says "Ah, you got it working, what did you do?".

I told him to ask her, and she says "I pushed this button that has ON printed on it.".


Didn't bill him since the laugh riot afterwards made my day.

Last edited by Trunk-Slammer -Supreme on February 12, 2017 10:27.
Post 13 made on Saturday February 11, 2017 at 21:20
King of typos
Loyal Member
Joined:
Posts:
June 2002
5,275
On February 11, 2017 at 21:02, Trunk-Slammer -Supreme said...
I know I've told this one before, but:

I get a "I can't get the system to turn on.", and when I arrive the guy isn;t there, but his gal driend is, and she is watching TV on the system.

He walks in and says "Ah, you got it working, what did you do?".

I told him to ask her, and she says "I pushed this button that has ON printed on it.".

Didn't bill him since the laugh riot afterwards made my day.

He must have had it upside down and read NO.

KOT
Post 14 made on Saturday February 11, 2017 at 23:08
Mario
Loyal Member
Joined:
Posts:
November 2006
5,681
On February 10, 2017 at 19:48, Grasshopper said...
My story from today isn't even worth writing about, but I'm wondering about what others have come across with clients regarding this. I'm sure there are some pretty bad ones.

Tell them that if it worked before they need an exorcist because the house must be hunted.
No way this worked unless ghosts were pushing the buttons.
Post 15 made on Sunday February 12, 2017 at 08:29
Don Heany
Senior Member
Joined:
Posts:
September 2008
1,178
On February 11, 2017 at 19:49, lippavisual said...
I've started to video record how the system works when you select certain things from touch screens, keypads, remotes, etc.

Then put it in my Dropbox and send the client an email, with read receipt, and have them click the link to download. That and telling customer to reboot X device has certainly stopped the " I don't know how this even works" line.

Thought it would be a good idea to create a video of the device itself with "touches" shown, turns out that its a couple hundred dollar endeavor or jail breaking. May be worth the couple hundred dollars.
Page 1 of 2


Jump to


Protected Feature Before you can reply to a message...
You must first register for a Remote Central user account - it's fast and free! Or, if you already have an account, please login now.

Please read the following: Unsolicited commercial advertisements are absolutely not permitted on this forum. Other private buy & sell messages should be posted to our Marketplace. For information on how to advertise your service or product click here. Remote Central reserves the right to remove or modify any post that is deemed inappropriate.

Hosting Services by ipHouse