We’ve got you covered – an equipment replacement plan that works

You’re not aware of Tel-Tron’s Warranty Plus program?  For $3 per month per apartment, all of your Tel-Tron equipment is covered.  If you take a lightning hit and every last piece of equipment is fried, you get all new equipment at no additional cost.  A staff member dropped a pager in the toilet?  Covered.  A resident ran over a pendant with a car?  Covered.  A technician from a different company dropped a pipe on your console?  Covered.  Your electrical closet flooded and your power supply exploded?  Covered.

It’s my busiest time of year in technical support.  The storms are rolling in, and so are the calls to my after-hours support phone.  Every week, another community falls victim to a lightning strike.  Some get off easy with only a call station or two affected.  Others aren’t so fortunate and require thousands of dollars to repair.  Most of these customers had turned down the opportunity to sign up for Tel-Tron’s Warranty Plus program, which could have saved them thousands in repairs.

I’m also getting a lot of calls from other customers who are having to replace pendants simply because their emergency call system is aging.  Pendants are hypersonically welded shut to make them water resistant, which means that the batteries cannot be replaced.  After a certain amount of time, the pendants will need to be replaced altogether, which can amount to thousands of dollars in replacements.  Again, most of these customers passed on the opportunity to sign up for the Warranty Plus program.

Of course, we don’t leave these customers without options.  We work with them and allow them sign up for the Warranty Plus program, but there is a signup fee.  However, if they had opted to sign up for the Warranty Plus program before their first year of warranty had expired, they would not have had to pay for the signup fee.

Bear with me as we do some math.  Let’s assume you have 60 apartments and 100 pendants:

  • $60/apartment  x  $3/month = $180/month x 12 months  =  $2,160/year
  • 3 years (the estimated life of a pendant)  x  $2,160/year  =  $6,480
  • New pendant cost  =  $100  x  100 pendants  =  $10,000
  • $10,000  –  $4,320  =  $3,520 in savings

This scenario doesn’t include the pagers, batteries for pull cord stations, forces of nature, etc, that might increase these

savings.  Oh, as an added bonus, you get 30% off of Tel-Tron’s list price for new purchases.  And you get a free spares kit to get you back up and running as soon as possible in the event of equipment failure (see image).  And you are allowed free end-user training for up to two of your staff members.  And we automatically send you replacement batteries for your fixed wireless transmitters at three-year intervals.  And we automatically send you back-up batteries for your main Tel-Tron life safety equipment every five years.  Do I need to keep going?

I’m an employee of Tel-Tron and I’m biased.  Don’t simply take my word for it.  We’ve had many customers sign up for the program since its inception.  One hundred percent (yes, that’s 100%) of those customers are still enrolled in the program.

If you want the full skinny of the program, including how to sign up, click here for a link to a brochure.  If you just want to sign up, click here to email Brooke Moffett, who will contact you and write up a contract.

Your residents. They’re why I get up in the morning.

As a technical support manager and representative for Tel-Tron, it’s easy for me to feel down some days.  After all, the only clients I talk to regularly are the people that have problems, and are frustrated.  When was the last time you called a product manufacturer’s technical support line to tell them how great their product worked?  See, I don’t get to talk to the 97% of our customers who didn’t call technical support in a given day.

Due to the nature of my position, I like to get out in the field from time to time to remind me of the reason for my career choice.  Recently, I took a trip to the New Orleans area and visited a couple communities.  I was there to fix a few problems, and make soe requested programming changes, at each.  The weather was hot (nearing 100 degrees) and humid. I was often working in a non-air-conditioned room and was literally dripping with sweat.  I was not in the best of moods.  However, something inevitably cheered me up.

I was sitting in the community’s lobby and trying to cool off.  Soft instrumental music was playing overhead, as it often does in a community like this.  Suddenly, from my right, I heard singing.  The song was “Someone to Watch Over Me” and an elderly lady was singing along with it.  Her voice was wonderful and I couldn’t help wondering if she had been a professional singer at some point in her life.  I immediately smiled and enjoyed her rendition.  She is why I continue to do technical support for Tel-Tron.

At another community, I was sitting in the lobby awaiting the manager after a long days’ work.  I was ready to call it a day after sitting in an uncomfortable chair for hours on end, watching data fly by on my computer.  An elderly gentleman sat next to me and we had an interesting conversation about his time in World War II.  He is why I love to do this.

I get up in the morning for these residents.  Helping you keep  your residents protected is the reason I can’t sleep some nights.  I know that my job is important to their quality of life and well-being.  I know that they are all individuals that have different needs.  It’s up to me to understand the wireless and life safety technology behind those needs and ensure it stays operational.    It bothers me to think about someone living in a community where there isn’t a well functioning emergency call system.  If anyone at Tel-Tron didn’t feel this same way, they wouldn’t work here.  It’s just part of who we are.

The personal touch

Like everybody else, I am a consumer.  I purchase products from many different companies.  However, as I think about those companies, I can’t say that I have a personal attachment to any of them.  I wouldn’t think twice about buying my next video game from Target instead of Best Buy.  To me, they’re all the same.  All except one.  I am fiercely loyal to Publix, a grocery store chain here in Florida.  I could cut my grocery bill by $20 by shopping at Wal-Mart.  But what sets Publix apart is CJ and Beth.  CJ is the bagger that often bags my groceries.  Beth is a clerk that often rings up my order.  CJ likes to go bowling on Friday and Saturday nights at the local alley.  Beth has a Pomeranian named Felix.  They both greet me warmly and I believe they sincerely mean it when they wish me a good evening.  I’m not the only one who feels that a personal touch makes for a better customer experience.  Here’s one of many articles available online about the topic – http://www.americanchronicle.com/articles/view/104972.

Cheyenne - Tech Support

This same attitude is what you get when you contact Tel-Tron.  This isn’t just a job for us, it’s our career and we enjoy doing it.  We give you plenty of options to contact us – online inquiries, online ordering, email, web cases.  But if you prefer to talk to a person, we’re here for you.

Brooke - Account Support

Brooke will answer virtually any question you have.  She’s getting ready to close on her first home, by the way.

Leah will field all of your invoice and billing questions.  She just had a baby boy.

Damon or I will solve all of your technical woes.  I’m a Wisconsin sports fanatic and Damon is a movie buff.

Damon - Tech Support

Sam might call you for a courtesy call and see if there’s anything you need.  She’s in our Phoenix office and enjoys attending music events.

Sam - Customer Success

We all develop relationships with our customers over time.  You’re not just another customer to us.  We’re your partner in ensuring the life safety of your residents.  We work together to keep your emergency call system working as you need it to work.  We understand how important your nurse call system is to you and why it’s important that it be reliable and running 24 hours a day.  We offer 24-hour emergency technical support.  When you call that number, you’re talking to Damon or me at home, not a call center somewhere else.

Whether you call us, email us, fax us, order online or create a web case online, we’re here for you.

Yes! Our Call Center Is In The USA.

The other day, I had a problem with a video game I was trying to install.  I couldn’t find the answer online, so I called the software company’s technical support number.  After fighting with their voice-recoginition phone prompts and waiting on hold for 25 minutes, I finally reached a real person.  It was then clear that this person was most likely not in the United States due to a fairly large lanuage barrier.
When I need help for a product that I purchased in the United States, I like it to be as easy as possible.  Outsourcing customer and technical support to a foreign country – to save a few bucks – is a mistake that will cost much more in reputation and client frustration.  I know I am not the only one who feels this way.  The Wall Street Journal even wrote an article on this very topic titled “How Offshore Outsourcing Affects Customer Satisfaction.”
Tel-Tron emergency call systems are designed and made in America- and that includes our technical support system for clients in the United States.  We are headquartered on the Atlantic Coast of Florida.  I am from Wisconsin and Damon, our lead support analyst, is from Michigan.  Yes, those are both close to Canada, but we’re still American-made.
When you call technical support, I can’t promise that you will never have to wait to talk to us.  But we do give you other options to get in touch with technical support and open a support ticket.  You can email us at support@tel-tron.com or open a web case via our customer-only web site fyi.tel-tron.com (requires login).
Yes, we do have a small phone tree (2 options) that you need to go through.  But I can promise you that when you call Tel-Tron technical support, the person that you’re talking to is sitting in an office in either Florida or Arizona.  If you need to call our 24-hour emergency line, you’re talking to one of us at home.
For more contact information, you can visit our contact page by clicking here.
Maybe I’m a bit biased, but I think we provide support that’s better than the support you’ll receive from Dell or Microsoft.  We actually work for Tel-Tron and are experts on the nurse call system that you rely on to keep your residents safe.  We actually look forward to talking to you and will develop a long-lasting relationship with you, and your Tel-Tron system.
%d bloggers like this: