Security Camera Installation for Residential Property
Client Background
The client is a long-term residential customer who previously had an alarm system installed by the company. Seeking to upgrade his home security, he wanted to add surveillance cameras but initially considered sourcing the equipment from a friend using Hikvision products. However, frustrations with third-party support, ongoing firmware issues, and lack of clarity around responsibility led the client to reconsider and approach the original installer for a more dependable, full-service solution.
Industry
Challenges
Challenges
- Inconsistent Quality and Support from Third-Party Suppliers:
- A long-term client contacted me about upgrading the security system at his residential property. He had an existing alarm system that we installed years ago and was now looking to add security cameras.
- The client had a third-party supplier for the cameras, specifically Hiker vision cameras, but was unhappy with the vendor. He found that they required frequent firmware upgrades, which led to maintenance issues and a lack of ongoing support.
- Risk of Unreliable Installation and Warranty Coverage:
- The client wanted to save money by having his friend supply the cameras while my company would handle the installation.
- However, there were risks involved, including potential warranty issues if something went wrong with the installation. Without the ability to guarantee support for the equipment, I needed to make it clear that if the installation failed, he would face additional costs for troubleshooting and repair.
- Confusion Over Responsibility and Cost:
- The client was concerned about the additional costs of involving multiple parties. The scenario of his friend supplying the cameras but being too busy to complete the job created confusion and an unclear understanding of responsibility if issues arose.
Solutions
- Proposed Full Service, Including Supply, Installation, and Warranty:
- We offered the client a comprehensive solution, where my company would handle both the supply and installation of the security cameras, providing full warranty coverage.
- This solution eliminated the middleman (his friend) and ensured that if anything went wrong, my company would take full responsibility for any repairs or troubleshooting.
- High-Quality Cameras with Reliable Support:
- We suggested to move away from the Hikvision cameras, which required frequent updates and had potential compatibility issues, and instead offered a more reliable, high-quality camera system that was easier to maintain.
- This new system would be easier to manage, come with a more robust warranty, and include fewer firmware issues.
- Clear Communication and Transparency:
- We made sure to clarify the potential risks of using his friend's supplier, including the added costs of not having reliable warranty support.
- By taking full responsibility for both the equipment and the installation, we ensured clear communication around pricing, expectations, and what would happen in the event of a failure.
Results
- Streamlined Process and Reduced Complications:
- By opting for the full-service solution, the client no longer had to deal with the hassle of relying on a busy third-party supplier and could trust that everything would be taken care of by my company.
- This resulted in a more efficient and less stressful installation process, as there was only one point of contact for the client for both equipment and service.
- Improved Equipment Performance:
- The new camera system provided higher-quality footage, required fewer firmware updates, and was much easier for the client to manage and maintain.
- The client’s security setup became more reliable and user-friendly, with significantly fewer technical issues.
- Better Long-Term Support:
- The client received full warranty coverage and the assurance that my company would be responsible for addressing any issues with the system.
- This eliminated the uncertainty that comes with relying on a friend or third party for both supply and support, providing the client with peace of mind for future repairs or upgrades.
- Cost Efficiency and Time Savings:
- Despite initially trying to save money by involving his friend, the client ended up with a better long-term investment by going with the full-service solution. There were no additional, unexpected costs or delays, and he avoided the risk of ongoing maintenance issues.
EAI Security is a corporate member of the Australian Security Industry Association Limited (ASIAL). You can relax in the knowledge that we guarantee the highest level of customer service and skilled workmanship that complies with Australian standards. All our work is carried out by fully licensed, insured and registered technicians.
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