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Topic:
Is there anyone in @V*% that cares anymore?
This thread has 27 replies. Displaying posts 16 through 28.
Post 16 made on Wednesday December 20, 2017 at 13:47
burtont62
Active Member
Joined:
Posts:
March 2011
591
On December 20, 2017 at 13:32, Zohan said...
Umm, because they're being paid to do so?

Soooooo you haven't been out of your house in how many years???
Post 17 made on Wednesday December 20, 2017 at 14:02
Zohan
Super Member
Joined:
Posts:
September 2010
3,096
On December 20, 2017 at 13:47, burtont62 said...
Soooooo you haven't been out of your house in how many years???

Doesnt matter. I dont care how many people are incompetent, it's not acceptable.
Post 18 made on Thursday December 21, 2017 at 12:22
gisaac
Long Time Member
Joined:
Posts:
December 2017
12
Hey Guys,

I realize that everyone needs a place to vent and there are plenty of places on-line to do that so the fact that I am on here is not to try and take that away from you or prevent you from sharing your opinions on this site.

I started with AVAD about 3 months ago, knowing many of the challenges that existed here, and discovering several more during my time. I've jumped in with both feet because I know what AVAD was, and I know what it has the potential to be. We are making lot's of changes to improve the customer experience and become easier to do business. I won't use this platform to explain all of the background for how we got to where we are, or make any excuses. We are doing well in many areas, but have certainly upset far too many of our customers in the past and in some areas still to this day.

Despite our challenges and all of the changes that have taken place we were fortunate to be awarded last week, 5 Stellar Service Awards from Residential Systems. These awards are voted on by YOU our customers and we went up against many of our competitors in each category. We won more awards than any other vendor and in the following areas.

Customer Service/General Communication – AVAD Platinum
Sales and Marketing Support – AVAD Platinum
Shipping and Freight Policies – AVAD Platinum
Warranty/Return Policy/Tech Support – AVAD Platinum
Web Portal/Online Tools – AVAD Gold

This in NO WAY is how I determine if we are doing the right things and taking care of our customers, but as the largest distributor in the CI Space, it is nice to know we have A LOT of customers who enjoy doing business with us and want to see us be successful as we continue to make changes that improve our relationships with our customers. Awards come and go, the true testament of respect from our customers is in the form of creating "raving fans" who spend time on sites like this telling people that they should do business with us because they enjoy it so much. That is what we are going to create over time.

So that being said, if you are pissed off and want to vent, go ahead and say what you will about us. However, if you have a problem, want to do business with us but we can't seem to do things right, please reach out to me and give me an opportunity to earn your business and make things right. I created the email, [email protected], so we could receive direct feedback to myself and our management team from our customers and could resolve their problems and fix ours in the process.

I hope that any of you who have had a bad experience, or are dealing with an issue will give me a chance to rectify it, earn your trust and confidence back, to allow us the opportunity to eventually earn your business back.

Sincerely,

Gordon Isaac
Director of Sales- North America
Gordon Isaac
Director of Sales- North America
Post 19 made on Thursday December 21, 2017 at 13:05
Fred Harding
Super Member
Joined:
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October 2001
3,456
Good for you, Gordon.
On the West Coast of Wisconsin
Post 20 made on Thursday December 21, 2017 at 13:28
chris-L5S
Senior Member
Joined:
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August 2008
1,027
Welcome the forum Gordon.

I personally don't know anyone that buys from AVAD anymore. I quit buying from AVAD when the Carmel, IN shop was shutdown. 10 years ago, AVAD was the shiznit and then it went south. I'm afraid AVAD is a little late to try and turn things around.

This is no means a personal attack, but to come on here and post how AVAD has won all of these awards including 5 Stellar Service Awards from Residential Systems seems to smell of $$$ being thrown around trying to buy business. I personally had too many issues with customer service and orders that I will never go back. Maybe some dealers will be won over with the awards, but not me. good luck and welcome to RC.
Post 21 made on Thursday December 21, 2017 at 14:46
gisaac
Long Time Member
Joined:
Posts:
December 2017
12
Hey Chris,

While I don't plan on publicly addressing everyone's responses as I don't think that is the proper approach, I just want to clarify once again the point regarding the recent awards that we were honored with.

As I mentioned, that is not how I judge that we are doing the right things for every customer, or as a company, but it is a voice of the customers out there who are the one's that participate in these types of survey's. We do business with a very large amount of dealers and while I never want to lose a customer or hear of an upset customer, there will likely not be much that I can do to change that for those who only post on forums.

Anyone who would like to voice their concerns, or has a problem, can email me at [email protected] and I would be happy to work through the issues. I am not on hear to buy anyone's business or silence anyone's opinions. We are privately owned for the past year after being owned by Ingram Micro for over 11 years. Lot's of things are different from then to now and I just want to make sure that dealers we've made upset during these changes have a line to the top to communicate their concerns.

Thank you very much for your response and my apologies that we've made a bad impression over the years.

-G
Gordon Isaac
Director of Sales- North America
Post 22 made on Thursday December 21, 2017 at 17:09
gerard143
Advanced Member
Joined:
Posts:
May 2012
956
What blows my mind is sites that do not show you shipping cost as your checking out.

Oh we will just add that later as we process your order and bill you whatever without your knowledge. No ones website should be like this anymore. It pisses me off to the point that I avoid doing business on sites like that. SnapAV got it right.

Anyone else who is in distribution who hasn’t come close to catching up to their site is just way to slow to react and get with the times. It’s pathetic at this point if you can’t see shipping costs until after someone processes your order. This message “order total does not include shipping cost. Shipping cost will be added at the time of shipment, if applicable” is unacceptable.

That is something I would have been working on yesterday if I was an executive at the company. I would be absolutely embarrassed with my myself that it wasn’t implemented yet and I’d be pissed at my team that it wasn’t implemented already.

Sometimes people need a Steve jobs meeting like the MobileMe one to motivate them. He asked what is it supposed to do. People respond. Jobs...”ok so why in the fuc^*~!! doesn’t it do that.” Then fire the manager behind it on the spot.

Last edited by gerard143 on December 21, 2017 17:17.
Post 23 made on Thursday December 21, 2017 at 18:27
Mac Burks (39)
Elite Member
Joined:
Posts:
May 2007
17,515
I feel blessed to have allnet in our backyard. I have been going there for decades. Every employee they get stays. A sales guy I worked with in the 90's is there. 2nd Rick is there.
Avid Stamp Collector - I really love 39 Cent Stamps
Post 24 made on Thursday December 21, 2017 at 18:35
AZCS
Long Time Member
Joined:
Posts:
February 2008
216
I have used AVAD since I started doing business almost 11 years ago. The guys in Scottsdale are phenomenal. The guys in the small Denver branch are also stellar. Every now and then there are some small issues but they get taken care of immediately and they do whatever they can to make it right. Develop a relationship with one sales person and contact them directly when you need something, it seems to cut down on any issues.
Post 25 made on Thursday December 21, 2017 at 19:03
ceied
Loyal Member
Joined:
Posts:
February 2002
5,749
i think a lot of these guys are butthurt about avad...

i was with tandem and alnet then avad used them all... no problems with any of them.

i guess the things i find the other guys complaining about i find petty... all i want to do is call them, place an order and pick it up.... i dont need to know shipping, or even want to place an order online.... i dont order shit online, dont use amazon... i guess im not so lazy that i want to order shit and have it delivered. id rather go pick it up... i dont need to order at 5 am or 11 pm...

that being said, avad has some great employees in chicago and atlanta...
Ed will be known as the Tiger Woods of the integration business, followed closely with the renaming of his company to "Hotties A/V". The tag line will be "We like big racks and tight holes"...
Post 26 made on Thursday December 21, 2017 at 19:14
Archibald "Harry" Tuttle
Advanced Member
Joined:
Posts:
May 2009
972
On December 21, 2017 at 19:03, ceied said...
all i want to do is call them, place an order and pick it up....

We tried AVAD a decade ago and they couldn't even handle doing this without screwing something up. Can't believe they're still around.
I came into this game for the action, the excitement. Go anywhere, travel light, get in, get out, wherever there's AV trouble, a man alone.
Post 27 made on Friday December 22, 2017 at 12:43
gisaac
Long Time Member
Joined:
Posts:
December 2017
12
Hey Burtont62,

First off, thank you very much for your compliments regarding the Scottsdale team and Dustin. We have a great team there! Dustin has been with us for 10 years and one of the Regional Sales Managers for the past year. He has been a big part in helping with the transition that has taken place this year.

I wanted to clarify a couple of things you mentioned in your post. I actually worked for Bob Prall back before he sold his business and helped to create AVAD and I worked in the building that later became the first AVAD branch. Since then they moved into a new location down the road under the Ingram ownership, and then earlier this year moved off of Princess under the new ownership. Since the beginning of AVAD in AZ I believe we have been in 3 locations over the past 15 or so years.

AVAD has only been sold twice, the first time was to Ingram Micro which was about 11 years ago, and then to the new owners which was mid last year. The current 2 owners are very involved in the business daily with our President being based in our Scottsdale corporate office and our CEO coming in twice a month for a week, but very active every day, even when he is remote. Both of them are industry guys who at one point own and ran Klipsch, and our CEO was also the President at Harmon for about 20 years. He also owned a manufacturing company that built some of the biggest brands in the industry. I mention this because they aren't just money guys with no industry experience. While we might be the largest distributor out there I can assure you that our focus is to operate like a local independent distributor with the benefits of larger buying power and services. We are definitely not there yet, but we are an independently owned company ran by industry guys.

All of that being said, there has certainly been confusion over the years and while you have had a good experience with our team, there are plenty of people around the country and in this group that have had issues we are working to fix and my explanation above doesn't change any of that. Just giving you some clarity on some of AVAD's AZ back story.

It seems like you are in AZ. Our corporate office is less than a mile from the Scottsdale branch. Reach out to Dustin and let's all get together and grab lunch. Would love any input you could provide us on ways we could improve, or at a minimum it's a free lunch and a thank you for your support. Let us know when you're available.
Gordon Isaac
Director of Sales- North America
Post 28 made on Tuesday December 26, 2017 at 00:15
Mogul
Senior Member
Joined:
Posts:
May 2010
1,164
I have certainly eperienced poor results with AVAD at times over the past decade...I stopped using them altogether after a billing dispute that took nearly 2 years to finally correct. 3 years ago or so I reluctantly called to order something I could not find elsewhere and happened upon Paul Hansen in the Charlotte branch [under Ron Berger]. Paul is STELLAR and figures out ways around all of the internal operational, logistical and systems problems that AVAD foists upon him. He always makes sure I'm taken care of.

Paul Hansen for President.
"Whatever is rightly done, however humble, is noble." [Sir Henry Royce]
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