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Billerica, MA |
Tips for Going Out to BidTip #5: Warranties (Emergency Service)This is the 5th in a series of "ten tips" discussing going out to bid on electronic security systems brought to you by the AVS Educational Academy. We would love to receive some feedback to see if you find the tips beneficial. Please e-mail us if you get a chance. It is a Friday night at 7:00 p.m. and you encounter a problem with your access control system. The system has failed and your doors to a new building have unlocked. You try to lock them through the software, but to no avail. It is critical that these doors be secured. Some background: The electronic security integrator you selected for this project finished the project and you signed off, accepting it two weeks ago, so it is now under warranty. You place a call to the integrator for after-hours emergency service to correct the problem. When you receive the call back you are informed that there will be a minimum four hours charge at time and one half plus travel time amounting to approximately $720.00. You point out the fact that the system is only two weeks old and it has failed. It is then that the integrator states that the warranty is only valid during the integrator's normal business hours, not your normal business hours. They then suggest to you that if you can wait until Monday morning at 8:30 a.m., they will gladly repair it under warranty. How would you handle this? Suggestion: It is true that in general most integrators' warranty coverage is based on their normal business hours. With this in mind many consultants and customers will request a price for after-hours, weekend and holiday coverage during the first year when they put a project out to bid. This way they have 24-hour coverage the first year. The goal is to eliminate surprises after you have selected an integrator. You surely don't want to have a confrontation with the integrator at 7:00 p.m. on a Friday night. In the future, discuss the after-hours service during the warranty period with your integrator ahead of time. The Team AVS Educational Academy was created seven years ago to provide information to end users on designing systems and selecting integrators. We currently offer a wide selection of courses including Introduction to CCTV, Introduction to Access Control, Extreme Customer Service and Selecting an Integrator. Email our Sales Team for more information
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