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Just Add Power video setting the record straight
This thread has 48 replies. Displaying posts 31 through 45.
Post 31 made on Wednesday April 11, 2018 at 13:25
diesel
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On April 10, 2018 at 19:00, AVGregg said...
I can tell you from experience that if you have any issues with a Crestron product, They will send advanced tech support to the site NO CHARGE. Cant vouch for what these other companies do but I doubt you will get the product support that Crestron gives

This was never my experience with them. We had multiple times where it was, "Pay now and we'll credit your account."...then the account never gets credited and we're stuck with expenses we didn't count on. We didn't sell millions of dollars in Crestron product every year, and far too often we proposed systems that were then purchased online, so to Crestron we were nothing.
Post 32 made on Wednesday April 11, 2018 at 20:07
roddymcg
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On April 11, 2018 at 13:25, diesel said...
This was never my experience with them. We had multiple times where it was, "Pay now and we'll credit your account."...then the account never gets credited and we're stuck with expenses we didn't count on. We didn't sell millions of dollars in Crestron product every year, and far too often we proposed systems that were then purchased online, so to Crestron we were nothing.

I've also had Crestron engineers onsite to help with issues with no charge. We were a small shop and sold far from millions each year.

The slimiest demo I've even been apart of was a JAP demo at Infocom many moons ago. I still feel the grease when I see that person at Cedia or IP parties to this day.
When good enough is not good enough.
Post 33 made on Thursday April 12, 2018 at 19:29
Greg C
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I am a very small customer with Crestron. Yet they did show up on site for advance tech support at a client at N/C. There never was any talk of it being billable at all. Diesel, did you talk to your rep, or is this what you heard from your boss?
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Post 34 made on Thursday April 12, 2018 at 21:23
3PedalMINI
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On April 12, 2018 at 19:29, Greg C said...
I am a very small customer with Crestron. Yet they did show up on site for advance tech support at a client at N/C. There never was any talk of it being billable at all. Diesel, did you talk to your rep, or is this what you heard from your boss?

Most reputable companies will do this. But you better believe you get a notch on your dealer record. One of the C4 companies around here had to have tech support out numerous times and they cut him. When i was at training the trainer said that he walked into a job so bad he called the rep and told them they needed to be imediatly terminated. Control4 actually had a few other field technicians come out and redo the job on C4s dime to make it right.

its in the companies best interest to make jobs right. Im sure if it ends up being the fault of crestron, C4, savant they wont nix you!
The Bitterness of Poor Quality is Remembered Long after the Sweetness of Price is Forgotten! - Benjamin Franklin
Post 35 made on Friday April 13, 2018 at 08:24
roddymcg
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On April 12, 2018 at 21:23, 3PedalMINI said...
Most reputable companies will do this. But you better believe you get a notch on your dealer record. One of the C4 companies around here had to have tech support out numerous times and they cut him. When i was at training the trainer said that he walked into a job so bad he called the rep and told them they needed to be imediatly terminated. Control4 actually had a few other field technicians come out and redo the job on C4s dime to make it right.

its in the companies best interest to make jobs right. Im sure if it ends up being the fault of crestron, C4, savant they wont nix you!

Some of us are confident in the quality of our work and are not calling because we are incompetent though. Having a fear that Crestron would look down on my work was the last of my worries when requesting their support. I would hope most of us in that end of the spectrum, hope...
When good enough is not good enough.
Post 36 made on Friday April 13, 2018 at 10:04
diesel
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Rep, I am one of the owners. This was always one of my biggest frustrations with them, rep would tell us one thing but do another. Never once was an on-site tech offered to us. We were one of the companies cut this last year for low volume sales, but we installed well over $100k in equipment (unfortunately for us most of it came from the internet).
Post 37 made on Friday April 13, 2018 at 15:35
3PedalMINI
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On April 13, 2018 at 08:24, roddymcg said...
Some of us are confident in the quality of our work and are not calling because we are incompetent though. Having a fear that Crestron would look down on my work was the last of my worries when requesting their support. I would hope most of us in that end of the spectrum, hope...

There is a difference between having tech support out because you suck and having tech support out because the product sucks!

I agree, I should reword my statement to say that if you have to have TS out multiple times due to your own failures then by all rights they document that!
The Bitterness of Poor Quality is Remembered Long after the Sweetness of Price is Forgotten! - Benjamin Franklin
Post 38 made on Friday April 13, 2018 at 18:40
roddymcg
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On April 13, 2018 at 15:35, 3PedalMINI said...
There is a difference between having tech support out because you suck and having tech support out because the product sucks!

I agree, I should reword my statement to say that if you have to have TS out multiple times due to your own failures then by all rights they document that!

You have probably seen me write or heard me say I stay away from new product until it is out 6 months or has gone through 3 firmware updates. This was from my experience with Crestron's Adagio release in 06. We jumped on it right out of the gate before the bugs were worked out (some cases never). So I have to own some of this one myself. Hind site is 20/20 though...

But as mentioned, we were a small company and they sent up 2 engineers to work out the issues. Even the client was impressed with that kind of service.
When good enough is not good enough.
Post 39 made on Monday April 16, 2018 at 14:44
Greg C
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On April 13, 2018 at 10:04, diesel said...
Rep, I am one of the owners. This was always one of my biggest frustrations with them, rep would tell us one thing but do another. Never once was an on-site tech offered to us. We were one of the companies cut this last year for low volume sales, but we installed well over $100k in equipment (unfortunately for us most of it came from the internet).

Well, if you are buying most of the Crestron gear from the internet, you are not exactly a loyal client. I did quite a bit under 100K with them, and still was not cut. It may be due to the fact that they know I don't use other control systems other than URC for a single room system. And I continue to take classes to keep up with new software and changes. So I am committed to them to be my partner.
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Post 40 made on Monday April 16, 2018 at 15:13
GotGame
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I had a few years under 50K min. They stuck with me in those lean times and I stuck with them too. I almost gave up too after adagio. I still have a system out there going strong with Apads, Adagio and Touchscreen.
I may be schizophrenic, but at least I have each other.
Post 41 made on Wednesday April 18, 2018 at 12:40
diesel
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On April 16, 2018 at 14:44, Greg C said...
Well, if you are buying most of the Crestron gear from the internet, you are not exactly a loyal client. I did quite a bit under 100K with them, and still was not cut. It may be due to the fact that they know I don't use other control systems other than URC for a single room system. And I continue to take classes to keep up with new software and changes. So I am committed to them to be my partner.

You misunderstand, I didn't buy the product off the internet the client did. Our only other control system was URC as well which we did for single room control.
Post 42 made on Wednesday April 18, 2018 at 14:18
goldenzrule
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On April 18, 2018 at 12:40, diesel said...
You misunderstand, I didn't buy the product off the internet the client did. Our only other control system was URC as well which we did for single room control.

I thought Crestron could not be purchased online.  If that is the case, did you bring it up to Crestron each time?  How big were these jobs?  I would not move forward with a client if they purchased everything on line on a big job without a very clear and concise contract in place that states we are not responsible for ANY issues on the job and all troubleshooting will be billable.  I also would be charging a much higher labor rate to compensate for the loss in revenue.  If they didn't understand this, I would walk from the job.
Post 43 made on Wednesday April 18, 2018 at 21:02
tweeterguy
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Crestron dealer working with a client who buys Crestron equipment online? Something is odd here.
Post 44 made on Wednesday April 18, 2018 at 21:13
Mac Burks (39)
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On April 18, 2018 at 21:02, tweeterguy said...
Crestron dealer working with a client who buys Crestron equipment online? Something is odd here.

It's not that odd. We ran into a 7 figure project where the client sourced most of the crestron online (and everything else) and found a local halfwit to install it. We got to fix it. Our invoice was for a couple hundred K so profitable even though we didnt sell the gear.
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Post 45 made on Thursday April 19, 2018 at 09:45
diesel
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Don't know what's odd, sometimes you do what you need to do to pay the bills. When you invest that much time to engineer a system, you have 13 video zones, B&W throughout the house, you don't tell the client to go f' themselves. You bite your lip, let them know that you aren't responsible for the Crestron other than installation and you bump your hourly.
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