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AESIF News - PHONE BACK UP WE DONT THINK SO

PHONE BACK UP WE DONT THINK SO - 15 November 2012

Gateaholics have cause from time-to-time to request help from the manufacturer,distributor or supplier of their electric gate products and it is generally a phone call that is required to request this help.


Very often this help that is required is of a technical nature and can often be as a result of inadequate instructions being provided with the products. The telephone is the general method chosen for communication and it is truly amazing how the various manufacturers and suppliers use their telephones to keep in touch with their customers and run their businesses.

It seems as though they can always ring back when their accounts department need to speak to you but you will often spend long periods of time "on hold" when you are on your hands and knees in damp, inclement weather conditions, at a gateway, with one of their products. The bland recorded voice telling you, time -after -time, "your call is important to us" just adds to the frustration. It's even more irritating when you are invited (and decide) to leave a message and then you don't get the call back!

It often seems that the size of the organisation that you are phoning for technical help has a bearing on the level of service that you get and big is definitely not best. Big organisations seem to want to keep you at arm’s length , using their complicated ,automated telephone systems ,asking you to press 1 for sales 2 for technical 3 for the cleaning lady ! etc.  etc. until their drill-down sub menus start to drill in to your patience, and you begin to lose heart. Smaller suppliers often have immediate answers to your questions by using personal "Bluetooth" or similar headsets and the fact that you get to speak to a real person (who often knows their products intimately) is a major bonus.

Is this another illustration of how , in the electric gate business, the manufacturers are only interested in selling boxes! We at Gateaholics certainly think it’s so.

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