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good but could be better
December 30, 2023

good but could be better

Jayson Dylingowski | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with AVI-SPL

We use AVI-SPL for support in our conference rooms. We had conference rooms without audio and video accessible to our users. AVI-SPI provided equipment to them so that we can host video conferences. We have 2 projectors and 2 computers connected to large TVs. The room can be split up into 4 rooms or open all at once. There are also a few other rooms under our contract but the main issues happen in the main 4 conference rooms I described above. We request service call more frequently then we would like but I will say we can generally get a tech out quickly.
  • respond rather quickly to my requests for service
  • Friendly techs
  • Follow up via email
  • I would like to see escalated help sooner than later. There have been times where we have a tech come out, cant resolve the issues and they send another tech of the same level to look at it again.
  • I have requested an engineer is involved when a tech comes on site and that doesnt always happen.
  • I would like to see them take the initiative to dive deeper into some of the ongoing issues we have had in the past. I feel as if they come by and band aid the issue when they really need to dive into the schematics of our particular set up.
  • With the contract we have, we can use AVI-SPL when needed and it is easy enough to schedule a tech to come out. As for ROI, I am not in a position to say whether that has saved us money in the long run but with the amount of times we call them out I am sure we are getting our money worth.
  • They were able to provide a video conferencing solution that fits our needs. We are now able to host video conferences in these rooms and when the tech works it works well.
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)
N/A This is not applicable to the work covered under our contract
I have not used another conference room vendor to compare nor other equipment.

Do you think AVI-SPL delivers good value for the price?

Yes

Are you happy with AVI-SPL's feature set?

Yes

Did AVI-SPL live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of AVI-SPL go as expected?

I wasn't involved with the implementation phase

Would you buy AVI-SPL again?

Yes

For the more basic issues they do a good job correcting them. In my experience, for some of the more complex problems, it seems like they dont have enough tier 2 techs/engineers available to help troubleshoot with the techs that are at the site. In my experience the techs come on site and dont really know what the solution was at the end of the day. Seems like a lot of rebooting the system many times to finally get the system back up and running (temporarily). Our system may be different then others but that should hinder the support we get from AVI. I believe that our set up may be different than what they are used to seeing and it seems like it takes them all day to fix the issues and when asked what the fix is there isnt a whole lot that they point to. Again most of the time it is rebooting the devices and checking the Biamp. In my experience, I recall a time where they said "out engineering cant connect to the server we have (this is their equipment) The tech ended up giving up with the engineer who was trying to connect up to their system that is on site and there was no follow up regarding that connection that could not be made. I would have expected them to troubleshoot further but it takes them all day to get the rooms back in order since they aren't sure what is the issue I believe and then they don't want to troubleshoot the connectivity issue with the engineer after because it took so long to correct the original problem in my opinion.