AVI-SPL

Very quick to answer any and all questions or troubleshoot the system quickly.

Not applicable. We have not contacted the global help desk.

No

The Global help desk responds quickly but I have run into some issues with scheduling and our contract a few time. There has been a couple of times where I reach out to support and I get a response back with a quote for the cost of the tech to come out. I have had to go back to them to let them know that we have a contract with them. Another time the help desk tech thought that we were in MA and sent a quote to charge us. Not a huge deal but it delayed getting a tech out aka delaying the room being back up and functioning. (this is even after they confirm the location with me)

The support desk has been responsive, however, there have been times where they try to send us a technician in a timeframe outside of our agreement. So occasionally we have to push back a little to get the on-site support we need in a timely manner. Otherwise, they're pretty easy to work with.

They were able to design the system at a reginal level and then use local staff to install the equipment.

Yes, AVI-SPL support did great job helping solving the problems.

They have been support us for a while and I am satisfied over all. They have upgrade several conference rooms for us and we are pleased for the quality and performance.

i have never spoke with them. normally i will normally just emal a help ticket to our sales person

I've never had to contact the global help desk due to the direct support received by our contact at AVI SPL. It is rare that we ever encounter any problems and when we do Greg and his team always handle our needs quickly and directly. We are very happy with the support we receive.

I have not needed to use their tech support. When I need sales support, my inside sales contact has always been available and responds quickly.

I think the help desk does a good job of supporting the systems. We typically only reach out to AVISPL when we have a complex issue as our on-site support staff can typically resolve issues. For issues that are more complex, AVISPL dispatches a person to our location to fix the issue and has always satisfied us

Yes, issues are always resolved efficiently and with little to no hassle

We have not yet had to utilize the help desk. Please disregard the rating above. It would not allow me to "skip" the question.

The project is not complete yet.

They have a customer support portal, which can be helpful at times, but it is limited in what you can see or do. Their internal support platform is a very high-end system, but it appears that they have not implemented it well, so data to the customer portal side is incomplete. Reports are difficult to get from the internal system, and more often have to be built manually by the account team. They cannot provide me an inventory of what they have installed, nor an inventory by ticket of what has been RMA'd and replaced. Their data management is inconsistent. we struggle to get the correct ticket information sometimes.

We have not contacted global support, but their local support has been effective.

not applicable, never had contact to the global help desk of AVI-SPL

AVI-SPL's support is quick and timely.

I have not needed to contact them, but they did email me with contact information should I need too.

AVI-SPL has been spectacular in their support of the team to address issues and concerns w/equipment that are crucial to the success of the client. They have been able to assist w/additional equipment troubleshooting, solutioning, and updates.

When I needed support, AVI-SPL was pretty responsive. I had to dongrade them a bit as once I spoke to them about my problem (TV damaged in shipping), I was told I had contact the TV manufacturer directly to arrange a replacement. I was hoping for the money we paid, they would handle the replacement. Other than that, their support has always been great since I started using them in 2010.

Our touch display went down a few weeks back. Support answered right away and had someone out the next week which was as soon as they could get there. But it was fixed within minutes and we haven't had a problem again!