Volume 15, Issue 11 — June 20, 2018
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Industry News Control & Signal Processing Audio Security Cables, Furniture, Mounts, Racks, Screens and Accessories
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Should You Service What You Didn’t Sell?
By Lee Distad rAVe Columnist
There’s an advertising catchphrase that’s probably dates back to the dawn of advertising: “We service what we sell!” You’ll see it appended as a tagline everywhere from car dealerships to general merchandise retailers.
Last week my kitchen fridge died. It was only seven years old. I say “kitchen fridge” to differentiate it from the downstairs beer fridges. Beer fridges are a Canadian thing, and talking to my American peers, haven’t caught on with you the way they have here.
Strangely, at first, I couldn’t find my bill of sale in my filing cabinet. I also couldn’t find the owner’s manual in my manual files, which was even more strange. So I called the service desk of the high-end boutique appliance dealer in town, where we’ve bought so many appliances over the years.
They looked up my account, and, even more strangely, we hadn’t bought it from them. I asked about service options, and the gentleman on the phone was considerate, but told me that they only do service calls on appliances that were bought there. I wasn’t angry, but I was curious and inquired why.
Their reasoning is that the demand for service for major appliances is high. The sheer number of repair outlets in town is a testament to that. So with the service techs and resources they have, they have to prioritize looking after the customers who’ve bought from them — which I understand and sympathize with.
But that got me thinking. For AV pros, what are the arguments for and against fixing other company’s broken systems?
Now, let me just say that despite some commonalties in terms of client management and relationship building, and selling luxury and not necessities, there are plenty of differences between AV install companies and appliance dealers, even the most boutique ones that sell high-end everything and offer white glove service.
Over the years I’ve spoken with a lot of AV dealers, and this particular conversation I’ve had many times. When it comes to servicing other company’s systems AV pros fall broadly into two main camps. One says, “No. Never. No way. No exceptions.” The other, “Yes, but only under very specific conditions.”
The reasons why seasoned AV pros feel that way are diverse, and could fill a much longer article, so in order to be brief I’ll try to summarize. The predominant thinking in the Never camp is that you’re cleaning up someone else’s mess and that can be distasteful. Further, the risk to the client is that, as my grandfather used to say, they’re throwing good money after bad.
Sometimes the cost/benefit analysis indicates that a better use of funds than patching a defective system would be better spent on ripping it out and starting from the beginning as opposed to building on an already shaky foundation. That cost/benefit analysis that’s off-putting to some AV pros is conversely one of the things that makes repairing a faulty system attractive to others.
When I said some say, “Yes, but only under very specific conditions,” what they really mean is, “This is our rate, and the meter starts running as soon as you (the client) say Go. The meter won’t stop running until we’re the heroes.”
The ego boost and positive PR that comes from being the client’s hero is not to be underestimated, but ego boosts don’t pay the bills. System repairs by the hour can be both lucrative and profitable, both on a per-job basis, but in terms of net new future business from repeat and referral clients.
So really, which tack your company takes depends on both your appetite for risk and hourly billings.
In case you’re wondering, I did find the receipt, and I did call the service center of the dealer I bought the fridge from, who confirmed the extended warranty had run out. A $100 service call confirmed that yes, it’s broken, and no, it can’t be fixed.
So we went back to our first choice of high end appliance dealers, and bought a new fridge, much nicer than the last one and it was delivered the next day. And of course I bought the warranty. Leave a Comment
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CEDIA Bolsters Education Line Up for CEDIA Expo 2018
CEDIA Expo 2018 will feature the largest offering of in-person CEDIA training for the year. 124 sessions, 34 of which are new, have been specifically designed to address the industry’s ever-changing landscape.
“Looking at this year’s training offerings we have a pretty healthy split between business and technical courses, we will have 66 sessions covering technical topics and 58 focused on business. And all of the courses have been created with the integrator business in mind,” said Tom Darling, Senior VP of Education and Certification.
CEDIA members enjoy the best pricing on CEDIA training and all attendees can save 25% on training fees when they register by June 1.
Darling adds, “The CEDIA Training Pass is an incredible value, attendees can register for an unlimited number of courses for one flat fee when they purchase a training pass. We also offer additional savings for companies that are bringing multiple members from their teams.”
Attendees can browse the online session schedule and sort by session track, session type and day.
Dave Pedigo, VP of Emerging Technologies, said “We have something for everyone, no matter their role. CEDIA has an amazing set of volunteers and industry experts who not only help us deliver the courses but ensure that our training is evolving with the needs of our attendees.”
CEDIA training will begin on Tuesday, September 4 with some of CEDIA’s most popular courses and workshops including the Rack Building and Wiring Fundamentals Workshop, the COI Train the Trainer Course, and the Home Cinema Design Workshop. One change to this year’s schedule is there will not be training courses on Saturday, only certification exams.
CEDIA Expo will be held Sept. 4-8 at the San Diego Convention Center. The show floor will be open September 6-8. Attendees can register for the show, browse course offerings and build their training schedule here. Leave a Comment
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Crestron Integration with Apple TV, Siri and HomeKit AnnouncedHomeowners will soon be able to control Apple TV with their voices through Crestron remotes and use Siri to control their Crestron-driven home. Announced at Apple’s WWDC 2018 conference, Crestron Technology Professionals will soon be able to leverage the power of Apple TV, Siri, and HomeKit to enhance their clients’ lifestyles and user experience. This new integration will bring two benefits to Crestron customers. First, it will enable IP control of Apple TV, including voice commands via the TSR-310 touchscreen remote control. And second, it allows users to use Siri on their iPhone, iPad, Apple Watch or HomePod to control the Crestron devices in their home such as lights, shades and thermostats.
Here are the details. Leave a Comment
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Metra Home Theater Group Integrates Spyclops With Control4 Devices
Metra Home Theater Group (MHTG) announced its Spyclops fixed position IP Security Cameras are now integrated with Control4 EA controllers, T3 Touchscreens and mobile application for iPhone and Android devices. The camera software drivers are available for free download on the MHTG website under the product files for each camera model.
Once the camera driver is downloaded and installed, existing Control4 users can view their live Spyclops camera feeds from their Control4 mobile app. Live camera feeds and other viewing options will still be available in the free Spyclops Surveillance Systems remote viewing app.
There are currently 12 Control4 compatible IP Security Cameras by Spyclops : SPY-BLTW2IP24,SPY-BLTG2IP24, SPY-BLTW3IP4, SPY-BLTG3IP4, SPY-MNBLTGIP4, SPY-MNBLTWIP4, SPY-MNBLTWIP2W, SPYMNBLTWIP4W,SPY-DOMEWIP4,SPY-DOMEGIP4,SPY-MNDMWIP4,SPY-MNDMGIP4.
It’s all here. Leave a Comment
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Vanco International Debuts ‘Spot for Dot’ Voice-Activated In-Wall Amplifier
Vanco International has announced Spot for Dot, a patent-pending digital in-wall amplifier that provides installers with an inexpensive solution that powers speakers and connects to existing distributed audio systems. It’s designed to hold an Amazon Echo Dot. When paired with speakers, Spot for Dot can add voice control of smart devices, scenes and other functionality to as many zones of audio that an installer desires, without the need to run wires back to a central location.
Spot for Dot is installed behind a wall plate that is no bigger than a double gang outlet to appeal to the customer’s desire for décor-friendly technology solutions. When connected to an Amazon Echo Dot, Spot for Dot adds a concealed voice control option to any space. The clever vertical in-wall design actually improves the pick-up and responsiveness of the microphone in an Amazon Echo Dot, rather than being placed horizontally and freestanding on a table or shelf, a setup that comes with acoustic challenges.
The Spot for Dot amplifier is compatible with most speakers as a solution to pair with most free-standing or in-wall and in-ceiling speakers.
Vanco International is here. Leave a Comment
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MSE Audio Redesigns Phase Technology HV Subwoofer
MSE Audio is now shipping the HV101-LP, HV101-II and HV121-II subwoofers from Phase Technology. The HV subwoofer line, which includes the HV101-LP, HV101-II and HV121-II, features treated pulp drivers with high-excursion rubber surrounds. Each sub includes on-board DSP smart limiting to monitor and adjust output for dynamic, undistorted bass, along with a gain control, phase switch, variable crossover, L&R inputs and a dedicated LFE input.
The HV101-LP, a “low profile” subwoofer allowing it to be placed underneath couches, tables and other furniture to hide it within a room. The HV101-LP, along with the entire HV subwoofer line features a 40 — 250 Hz variable crossover with a 24 dB/Octave low pass + LFE and 150 watts of maximum power. Both the HV101-II and HV101-LP retails for $390, while the HV121-II retails for $490.
MSE Audio is here. Leave a Comment
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Lithe Audio Launches Wi-Fi Ceiling Speakers
Lithe Audio just launched a line of Wi-Fi ceiling speakers that are designed as an all-in-one solution for multi-room music streaming. With the 60-watt RMS amplifier and Wi-Fi built-in, these speakers claim to be the only AirPlay-certified ceiling speakers available on the market today. They come with a dedicated App that has Spotify Connect, Deezer, TIDAL and vTuner radio already enabled.
The Lithe Audio ceiling speakers stream audio from any audio service to a single, a selection or up to 30 speakers at once. The App will save your settings for individual zones or to play Party Mode (all speakers at once) for future streaming.
Available from July 2018, at £329.99 for a single Wi-Fi ceiling speaker or £399.99 a pair, other features include RCA input to connect to the TV or another music source such as a CD player, plus DNLA and UPnP to enable music from the NAS drive within a home network. And, users can easily switch between mono and stereo output and have varying volume levels in each room while playing multi-room audio.
Here are all the detailed specs. Leave a Comment
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Linear Debuts New 7″ e3 Entry Access Control Solution at InfoComm 2018
Nortek Security & Control (NSC) today debuted the new Linear 7” e3 Entry System. Linear e3’s new 7” weatherproof product features a larger touchscreen display with a self-adjusting sensor, making it easy-to-read both during the day and at night, as well as in rain, sleet and snow. The display is paired with a stainless-steel keypad featuring recessed illuminated blue keys, and a polycarbonate home key with white illuminated backlighting.
Equipped with a motion sensor, ambient light sensor, and optional HD IP camera, the new offering includes a built-in postal lock and 3-point locking mechanism for added security. For noise reduction and voice clarity, the 7” e3 Entry also features digital signal processing.
For added durability, the product’s new faceplate is engineered with Linear ArmorTech polycarbonate and stainless steel. Polycarbonate makes it light and easy to install for dealers, optimizing the RF transmission while also providing aesthetically pleasing design and added durability against force and harsh weather elements.
The Linear 7” e3 Entry is here. Leave a Comment
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SurgeX Intros Defender Series Power Protection
AMETEK Electronic Systems Protection (ESP) today announces the new SurgeX Defender Series line of power protection products. Designed specifically to safeguard everyday applications, the Defender Series provides cost-effective, comprehensive power protection and conditioning to increase up-time and ensure connected equipment functions properly.
Even the smaller, cost-conscious applications deserve proper power protection as a fundamental element of an AV system’s foundation. The new Defender Series line includes the following products:
Designed with patented Multi-Stage surge suppression technology, the Defender Series line protects AV equipment from electrical transients that can cause harmful system disruptions. The robust three-stage protection ensures equipment is safeguarded from the harmful effects of surge energy and the advanced filtration of the Defender Series virtually eliminates normal and common mode electrical noise interference that can cause frequent reboots and downtime.
Designed for the protection of standalone devices such as projecters, displays, POS machines or digital signage applications, the 1-outlet SX-DS-151 model is small enough to be deployed in environments where space is a consideration but power protection is a must. The 8-outlet SX-DX-158 and SX-DS-208 models are rack mountable and ideal solutions to provide comprehensive power protection and conditioning at the rack level in education, security, or house of worship installation environments where budgets are limited, carefully reviewed and proper power protection often overlooked.
Both the SX-DS-158 model and SX-DS-208 model are rackmount, 1U and 8.5” deep making them more compact and shallow than some current SurgeX offerings. Additionally, the SX-DS-151 is a single outlet 15A model designed to plug directly into a receptacle. The SX-DS-158 and SX-DS-208 models will be shipping Q3 of 2018 and the SX-DS-151 model is shipping now.
Here are all the specs. Leave a Comment
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Salamander Designs Announces New Furniture Design Services Team
Commercial and residential AV system and interior designers understand the value of collaborating with an experienced design engineering team from start to finish of crucial projects. Salamander Designs, recognized world leader in designing and manufacturing premium quality furniture for audio/video integration, now provides the missing link that connects the needs and requirements of end-users — through their professional custom integrator — to the final design, construction and delivery of exactly the right solutions.
Thanks to Salamander’s modular systems approach to technology furniture designs, the company has been able to move quickly on client needs to deliver the highest-quality custom solutions with short lead times.
Salamander Designs offers a broad array of specialized services to support commercial integrators and interior designers and the companies they serve. These include:
- Collaborative custom design, finishing, materials and color matching
- Professional-grade furniture that is built-to-order and built to last
- One-on-one design consultations and dedicated design team
- Modular systems that enable quick deployment while saving engineering costs
- Quick-ship, drop-ship and white glove service available
Salamander Designs is here. Leave a Comment
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For all you REGULAR readers of rAVe HomeAV Edition out there, hopefully you enjoyed another opinion-packed issue!
For those of you NEW to rAVe, you just read how we are — we are 100% opinionated. We not only report the news and new product stories of the high-end HomeAV industry, but we stuff the articles full of our opinions. That may include (but is not limited to) whether or not the product is even worth looking at, challenging the manufacturers on their specifications, calling a marketing-spec bluff and suggesting ways integrators market their products better. But, one thing is for sure, we are NOT a trade publication that gets paid for running editorial or product stories. Traditional trade publications get paid to run product stories — that’s why you see what you see in most of the pubs out there. We are different: we run what we want to run and NO ONE is going to pay us to write anything good (or bad).
Don’t like us, then go away — unsubscribe! Just use the link below.
To send me feedback, don’t reply to this newsletter – instead, write directly to me at gary@ravepubs.com or for editorial ideas: Editor-in-Chief Sara Abrons at sara@ravepubs.com
A little about me: I graduated from Journalism School at the University of North Carolina at Chapel Hill (where I am adjunct faculty). I’ve been in the AV-industry since 1987 where I started with Extron and eventually moved to AMX. So, I guess I am an industry veteran (although I don’t think I am that old). I have been an opinionated columnist for a number of industry publications and in the late 1990s I started the widely read KNews eNewsletter (the first in the AV market) and also created the model for and was co-founder of AV Avenue – which is now known as InfoComm IQ. rAVe Publications has been around since 2003, when we launched our original newsletter, rAVe ProAV Edition.
rAVe HomeAV Edition, co-published with CEDIA, launched in February, 2004.
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Copyright 2018 – rAVe [Publications] – All rights reserved. For reprint policies, contact rAVe [Publications], 210 Old Barn Ln. – Chapel Hill, NC 27517 – 919/969-7501. Email: sara@ravepubs.com
rAVe HomeAV Edition contains the opinions of the author only and does not necessarily reflect the opinions of other persons or companies or its sponsors. |
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