Re: Major shortcoming in Paradox new panel lineup

[tourman <robercampbell@xxxxxxxxx>]

Reg, I believe that some of this kind of problem emanates from the way
that Paradox has chosen to operate as a company. The vast majority of
their sales are in Europe and beyond, and there the distributors are
forced by design to do the product technical support, the sales
support and everything else of a general support nature. The
distributor is the only salesman for their product line.

If you look at the way Paradox operates now in Canada, they have let
go all of their salesmen, with the intent to operate here as they do
in Europe. So the good and bad feedback that the company used to get
on end user problems from dealers like us is no longer fed back to the
company through the sales force. So their Product Managers and Product
Developers (likely one and the same in a company their size) end up
operating in a vacuum when it comes to these sorts of issues,
resulting in design decisions that are not well researched. This
doesn't justify such a major mistake, but it might go a ways to
understanding  how it could happen.

Paradox is usually very prompt in returning emails from dealers. I
notice they haven't responded yet to my email outlining my concerns.
Perhaps it's because they don't know how to answer those
concerns......

RHC

On Jul 6, 12:02 pm, Tower Security <regsiem...@xxxxxxxxxxx> wrote:
> On Jul 6, 2:17 am, "Doug" <n...@xxxxxxxx> wrote:
>
> > This is something that probably bothers you a lot more than it will bother
> > your customers.
>
> > Doug
>
> You are right about that...we are the ones that will field the phone
> calls at all hours of the day/night e.g.  I came home from holidays
> and my alarm wasn't turned on...what's going on?
>
> For those dealers that have built their business on quality customer
> care and support, this is not a decision that is entered into
> lightly.  At present when a customer calls and is having problems
> turning their alarm on or off we can give them immediate assistance
> (without having to first determine panel type).  20 years of
> installations and every panel arming or disarming routine has been
> identical i.e. enter the 4-digit code.  If we start installing the
> "new and improved" Paradox, that consistency goes out the window.  If
> you have an assortment of panels out there already and every arming
> and disarming sequence is unique then this is no big deal, but when
> you've had a standard for 20 years that you've adopted and someone
> arbitrarily forces an "upgrade" on their dealers that changes that
> standard and will result in a higher number of customer care
> incidents, then they need to hear about it and if they don't respond
> they risk losing our business.  It appears that's the path Paradox has
> chosen.  Sad because again I think they had a great product.