Re: Why Don't You Like DSC? (Addressed to those that don't.)

["Frank Olson" <feolson@xxxxxxxxxx>]

"Robert L. Bass" <robertlbass@xxxxxxxxxxx> wrote in message
news:65edneXfoaCEKBnfRVn-tQ@xxxxxxxxxxxxxx
>> I agree 100% with you on this one Mark.
>> Although downloading is a great convienience,
>> I believe it has become an easy way out...
>
> You do realize that Leuck's major job function is downloading panels he's
> never seen, don't you?

It appears to be yours as well...  The main difference between the
downloading you do and the downloading Mark does is well...  you work with
DIY's...  Mark works with licensed, bonded, and insured alarm *installers*
who know how to program the system they're working on.  Mark also happens to
be licensed, bonded, and insured...  What's your "status" again??

> That's not a flame; just an observation based on his own statements.

Same here...

> ...  It's easier to bring your tools to the jobsite in a truck than on
> foot.  Does that make walking across town a better choice?

This makes absolutely no sense...


>
>> Some people here are obviously those that
>> are actually doing the installations themselves
>> and are onsite throughout the install...
>
> There are people here who install for a living.  Others mostly just
> download from behind a desk.  Some of us do tech support and/or sales.

Ummm....  What "tech support" do you offer again??


>
>> Having a lap top on site and downloading the
>> panel, setting up the discriptors, sending signals
>> etc. is ideal.... If you are not willing to give a
>> lap top to all twenty installers...
>
> I usually employed only two techs (small company).  Someone carried a
> laptop on every installation and service call.  It was one of the job
> tools.

Uh-huh...  And how many "tens of thousands" of installations did *you* do??


>
>> Downloading a panel without ever seeing the
>> job, in my opinion is a sin!...
>
> I wouldn't go that far.  Leuck can be pig-headed but don't call him a
> sinner.  :^)

Downloading a panel you've never seen is OK as long as there's a qualified
technician on site to verify everything's alright.


>
>> All of my techs learn to keypad program the
>> panels we use...
>
> Mine, too.  It helps to know just in case the laptop ever fails.

So... in 1985, your technician carried a laptop??


>
>> The CS people know keypad functions to
>> help over the phone for identifying troubles,
>> changeing codes etc.
>
> Same here, except if a client wanted code changes and was uncomfortable
> doing the keypad programming we'd do it for them (for free) from the
> office. It's good customer service doing little things like that as a
> courtesy.

Most alarm companies provide this service.  Yours was nothing "special".


>
>> It is just plain faster and less hassle...
>
> That depends on the panel.  With Napco I can make a few mods to the
> client's account, select "one-step" download and go on to another task in
> less time than it takes to walk someone through keypad programming.  If
> they're having problems I can read the panel history and know in two or
> three minutes what they're doing wrong.  That's far faster than you can
> dispatch a tech even to a nearby job site.

But what if you're entertaining on the Lanai??  Out riding your uni-cycle??
On vacation in Bahia??  In Tampa visiting your friends at UL about the
listing for your help file??  What if they just can't get ahold of you??
Your message centre is full, you're not responding to emails...


>
>> It may appear more technical but the customer
>> doesn't care. They just want their code changed.
>
> Walking someone through keypad programming may seem better -- until you
> walk them through over-writing a code that they need.  The client rarely
> knows which user number is assigned to which person.  He may know the code
> but get the sequence wrong.  If you walk him through it by phone and don't
> check by PC, you may be setting him up for a false alarm when someone else
> comes home and finds his code no longer works.

That's why you hand the customer the instruction book with the people's
names (not their particular code numbers) next to each code location.  It
also helps to keep a copy of the list in the customer's monitoring centre
file so your staff can access it 24 hours a day (and so can the customer)...