Dumber Techs, Bad Box Movers, Says Australian Distributor

By Dan Gelinas, Published Jun 10, 2019, 10:31am EDT

Techs today are "dumber" than they used to be, despite better education and training and that makes a typical day "frustrating" for one undisclosed distributor.

Inside this interview, we talk with him about how techs' unwillingness to learn creates problems.

We address the following topics:

  • How techs have become 'dumber'
  • Why techs are unwilling to learn
  • How he hates the box-move model
  • How even the stock boy can tech support a panel
  • How they will not sell it if they can not support it
  • Why they dropped Dahua and Hikvision
  • What camera brands they carry and why
  • Why he says OEMing is not a big thing In Australia

How ***** **** ****** '******'

****: **** ** * typical *** ** *** job **** *** ***?

** * ****, "***********." I **** **** ***** this *** **** ** years *** *******—*************—****** ********* and ******** * ***** techs, ** *******, *** getting ******.

****: ******? *** **?

******* ****** ** *** the ******* ****, *** definitely **** **** ** think ****** *******. * personally ***** *** ********* system *** *** ******** people *** ** *****, just ******** **** ** regurgitate ********.

****: *** *** **** me ** ******* ** this ********** ******* ** think ****** *******?

********* *** ***** ****** ringing ***** * *.*. whilst ** ** *** to *** ******. ****** these ***** ***: "* had ** ***** **** night, **** ***** **** caused **?"-**** *********. ** example **** * ****** of **** ***, *** end **** ******** **** their **** ******** ******* ringing ** ****** *** I *** *** **** at ***** * *.*. from *** ********* ****** what ***** ** *****. Remember ** *** *** even **** ** **** yet. **** ******** * found *** **** *** site *** * ****** long ***** *** ** the ****, *********** ** was ** ******* ** and **** ** *** rained ****** ******* ****** the ***** * ******* at * *** ***** creating * ********** *** loop ********** **** *** internal ******* ** *** gate *******, **** ******* the ****. * ***** out * ****** ** days ***** * *** guessed *********. *** ******** thing ** *** **** customer *** * ******* fault * *** ****** ago.

****: * ***. **, people ** *** ***** from **** **********. *** this ** ****** *** are **** ** *** office.

**** **** *** ****** and ****** ** ** overnight ****** **** ********* and *********. ** ** deal ***************, * ****** have ** ** ***** of *********, ********** ** I **** ** **** to ******* ** *** US. **** **** * will **** * **** visit ** * ** either **** **** ***** finding, ** ****** **** system ******. ***** **** I *** ***** ******** courses ** *** ********. We *** ** ** training ** * ******* basis, *** ********* ** is **** ** *** everything **.

****: *** *** *** teaching? *****, ********* ** they *** ******* *******?

********* *****.

How ** ***** *** ***-**** *****

****: *** ********* ******* troubleshoot *** ***** ****** design, ***. ** *** make *************** ** **** customers?

* ** *** **** guru ** *** *******, however, ** ** ***** a *** ** **** internally ** ****** ** teach *** ***** ***** our ******* ************. * personally **** *** ***-**** model ** ** **** distributors. *** **** ** is *** *** ***** to *** ** *** business. ** **** ***** don't **** *** ******** sale, *** *** ** doing * *** ** the ******* *** **** sites. ***** **** ** are **** ** ********* that **** **** *** support, ***., *** **** still *** ********* ** try ** **** * few *******.

****: * ***** ****'* pretty ******. ********* **** take **** ******** *** quotes *** *** **** to **** ******.

** ******* ** * may. * ******* ********* video ******** ***, ********* price *** *** ****, my ***** *** ***** $46,000.I *** **** **** for * **** ** so *** *** ****** day **** * *** a ***** **** **** the **** ** **** saying ** *** ****** trouble ******* ** ** work. ** * ****'* see *** **** ** out * ******* *** tech ***he **** ** **** *** **** *** ******* ****** ** ******** ***** / ****** *** *** *** *** **** $*** *******. At this stage, I **** *** **** ** **** *** ****** *** **** ****—** **********—** *** ****. *** *****: "* **** *** **** *** *******. **** **** ** **** *** ** *** ******** **, you should be able to work out why it didn't work." Obviously, I refused to assist. This went on for over a week, his boss even ringing and offering to pay me personally to help them. I refused. I got a begging call from the tech after this saying that they would be on LDs if it wasn't working by the end of the day. My response: "Not my problem." I found out a couple of weeks later from the tech that they did get the job going a few days later. The best thing? I knew what the fault was from the very first phone call, and proved it to him by telling him what it was. By the way, it was literally a 30-second fix. [emphasis added]

****: *'* *****, **** does "** ** *** mean?"

"********** *******"—* ******* ******* for **** ********** ** a ******* ** * project.

Even *** ***** *** *** **** ******* * *****

****: ** *********, *** have * *** ** product *********. ** **** extent **** **** ***** down ** **** *****?

** ** ******* ** internal ********, *** ***** boy ** ** ****** can ** ***** **% of **** ******* *** the **** ****** ***** panel ** ****.

****: ** **** ******* in ********** ************?

************ *** ******* * lot **** ** *** last ** *****. ***** ago ***** ******, ***** distributor *** ****** **-***** support, *** **** ******** are *** ****** **** either *********** ******* ** virtually ** *******.************ *** ******* ****** & ******* ** ******* up *** ******* ******* in *** ******. ***** are **** * *** of *** ******* ****** into *** ****** **** brand *—*******—******* **** **** are ******* ***** *** then *********** ************. *** of *** *** ****** here *** ***** ** us *** *** ** do ** ***** ** compliance. ** *********, *** goods *** ******** ** have * *-**** ***** is **** * *********** between ** *** ****** *** ***** *****, etc. **** ******** **** does *** *** ** have ** *** ***** approved ****. **** ** not *****. ** ** example ** *** **** access ******* **** *********** approved, **** *** **** $5,000 ****. **** ** these ***** ************ ****** these ************ ** *** gov ** ******* ** enforcing ****.

****: **, **** **** that ******** ******* ******? Do *** **** ** actually **** ********* ** be **** ** **** what ** ** ******** to **?

** ** **** *** emissions *** ** ****** it *****'* ********* **** other ********, ***. *** example, ** ***'* *** the ****** ****** ***** PIRs, ***. **** ** that ** ** *** designated ***** ***** ****.

How **** **** *** **** ** ** **** *** *** ******* **

****: ** *** ***** solely ** ****-****** *** security, ** ** *** get **** ******* ********** supplies, **, ***?

****, **** *** *****. I **** * ****** if ** ***'* ******* it, ** ***'* **** it. ** ** *** only ****** ***** **** limited ***** ********* ** consider ***** ******* **** carefully ** ****** ** can ******** ******* **** we ****.

Why ***** *** ********* ** *****

****: * ****** **** you ****** ** **** support ****** ******** * manager. **** ***** ** challenges *** *** **** performing **** ******* *** the ************?

***** *** ****** ********** role ** ********* ** my ******* *****, ***** is *******. *** ****** biggest ***** ** **** support ** *** ******* unwillingness ** ***** ** actually ****** ******** ** be ******* ** ***** the **** ** *****. This ** ***** ****** by **** ** ***** on * *** ** the ******** **** ** Australia ** ** * race ** *** ****** at *** ******. ******** price **** ** ******* are ***.

****: *** *** **** mentioned * **** ** the ****** *** ** unwillingness ** *** **** of ***** ** *****. What ** *** ***** an ****** ** **** is? ****** *** *** techs, ** **** **** relaxed ****** ** *****?

****** **** ******** *** worth, *** **** *** end **** ***** ** pay. ** *** **** that ** ** ** OK *** ** ********* may **** *** * hours, *** ** ** a **** *** ***** 5. **** **** *** allowed **** ** **** job ***** ** * hours.

What ****** ****** **** ***** *** ***

****: **** *** *** camera ****** *** *****?

** *** ****** ****** Uniview.

****: **** ****** *** toward *******?

** *** **** * main ******, *** ***** man & *** *** was ******* *** *******, therefore ***** *** **** of * **** ** the ****** ** ***** and **** *** ******** lack ** ************ *** flea *** [****], *******, etc. *******, **** *** be ********—*** *****?

****: **** *** *** access ****** *** *****?

** **** * *** depending ** *** ***********, but **** ******* ******* is ******. * **** quite * *** ** their *** (*****) ****** product ** ** ******** elevator *******. **** ** Australia *** **** ******** of *****-***** ***** **** access ******* *********** ********** lift ***** ******** **** a ******, ***. ** the **** *** ** control *** ****** ** individual *** ******.

****: **** ***** ********* detection *****? ***** ****** do *** ***** *** why?

*** **** ***** ** Crow ****** (** *, 100 *****, * *********, 2 *****) *** ****** brother ***** ** (** zones, **** *****, ** timezones, ** *****, ** on *****). ***** ** be ******** *** ****, very ******** *** **** bang *** ****. **** the ******** ***** (******) is ******.

Why **** ******* ***** *** *********

****: **** *** **** carried * ****** ***** and **** ******* **?

***, *** ******* ***** is ***** ********. ** used ** **** **** Hikvision ** **** ***** as ** *******.

****: *** *** *** drop ********* *** *****?

** *** ** ********, both *** *** ***** have *** *** ****** and ****** ** * horny ***** ***.

****: *** *** **** me ** ******* ** two ** **** ****** and ******?

****, *** *****, ** were ******** * *** of ***** **** ****. We **** ****** * job, ******** *****, **** of *******, *** ********** them *** * ******* price. ** **** *** mistake ** ****** *** the ******* *** ***.Less **** * **** ***** **** **** ** *** ******** ******** ******** ** **** ** **** ******, *** ** * *************—**%—***** ***** **** **** **** ******* *** **** ********* **** ** ** ***. We know it was directly through our approach to them as the equipment list supplied was identical to what we had asked for project pricing on—funny that. Forget about warranty. We shipped back about 100 faulty cameras and NVRs. Many of the cameras were ball type with a condensation within the ball issue, thus causing PCB corrosion, etc. Most came back as no fault found, still in our original sealed packaging that they were sent to them in. They had never even been looked at. Their answer - send them to us again. forget it, as we paid freight both ways first time, to have to do it again would have been stupid. As for Hik, as you know Hik has a few distributors here in Australia. Just the other week the local Hik guy approached us to try to get us to sell their product—thus trying to undercut their existing distribution channels. [emphasis added]

****: **** ***** ********* being ***** ** ******** profit **** *** ***** rights ****** ** ***** government ******? *** ***** similar ********* ******* *** other ********* **** ******* whether ** *** *** carry ***** ********?

****** ***** ** ** formal ******* ****** ** such ** **** ** deal **** ********* / people *** ** **** "do *** ***** *****."

****: **** ***** ******, ever ******* *** **** dropped?

****** *******, ** *******, is **** ****** ******** ** ** ** not ** ******, *** does ** ****** ****.

Why ** **** ****** ** *** * *** ***** ** *********

****: ** *** **, ADI ** *** ******* distributor ** ****-****** *** security *********. **** **** a**** ****** ****. ** ********** ************ do ******** *******?

*** *** **. ***** are **** *** **, eg., ***** ** ****** who ******* *****. ** used ** ** **** more ********* *** *** so **** ***.

****: ** *** ****** a *** *****. *** is ****, ** *** think?

*** ******** ** * big ******, ** **** to **** *** ****** manufacturer, **** *** **** that ****** *** ****** so ******* *** *** very ***** ******, *** whole ********** ** **** than *****. ** ***** it ****** ** ** the ***** ****** *****.

****: ** **** ********** integrators ** ******* ************ to *** ***** ******** or *** **** ***** direct ** *** ************? Or ***** ******?

**** ** ******* ************ for ******* & ******** etc, *** **** *** the ****** ****** *****, some **** * ***, but **** **** * lose ***** ****. ********** grey ****** *** *****. Once ***** ****** **** gear *** ******** ****** does *** **** ********** C-Tick, *** ** *** useless ********** **** *** seem ** **** ** enforce **, ** ***** nothing, ** *******.

Comments (12)

The annoying thing is the same customer had a similar fault a few months ago.

was it not fixed back then?

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Sounds like mostly millennial entitlement and manbun issues 😂

Always make up fictitious names for project reg. I’ve told manufacturers to take their discounts and shove it if they pressed for more info.

 

 

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Very new to the distribution side. He's right about a lot of things. Its getting harder to be a small distributor, and easier to be a "tech" or integrator. That being said, that is just hoe the market works. we all have to adjust and find our niche.

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How*

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great interview, Dan.

Is this guy by any chance actually an American who just works in Australia?

i detect 0% Aussie slang.  I don’t even hear an accent :)

Agree: 1
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I don’t even hear an accent :)

You can always run it thru an Aussie Accenterator, sample:

puhhahps dumbah is nawt the cohrect tuhm, buh' defoinitely laess able t' theenk theengs through. Oy puhs'nally blyme the educuytion system faw nawt taychin people haow t' theenk, just taychin thaem t' reguhgityte fahctoids.

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Funny: 3

IDK... Maybe Dan messed up the translation in a few places. The following line did give me a good chuckle though.

IPVM: Why did you drop Hikvision and Dahua?

To put it politely, both Hik and Dahua have all the ethics and morals of a horny alley cat.

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Without naming names I recognise who the supplier is.  Been in the game in Aus a long time.

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Funniest review recently.  Written by a proper bloke.  All true.....

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Pretty sure I know who this distributor is.  They don't have a physical presence in Sydney so I've never dealt with them.

Dumber techs is a result of dumber systems.  Manufacturers for obvious reasons have made their lower end systems to be as idiot proof as possible.

However, it's not completely the techs fault.  In the good old days, you used to have a product and stick with it.  You grew intimately familiar with the system and the tech wasn't evolving super quick which meant that problems such as the wet joint were issues that you'd come across more than once a blue moon.

These days, you've got to be across more brands which leads to a broader knowledge of products but shallower technical knowledge.  If your tech has only ever installed IP products, there's not a snowflakes chance that he would ever be able to diagnose a wet joint issue because that will never happen with an IP system.

I'd like to know why he thinks that Hikvision approaching them for distribution is them undercutting their existing supply channels.

Hikvision has 3 distributors nationwide.  CSD was their largest and post Anixter takeover are now selling Hanwha as well.  This as far as I know (along with all the shennanigans regarding the US trade bans etc) has led to decreased sales.  I would have thought (assuming head office gave the go ahead) that finding other distributors to help increase sales was a legitimate approach.  Hardly trying to undercut VSP, Ness and CSD.

In regards to grey market stuff, I don't know many doing it any more for a couple of reasons.

Firstly,  it's not as easy to get Hik stuff any more.

Secondly, it's barely worth the effort since the exchange rate is back around 1 AUD to 70c USD.  Once you factor in warrant and support costs, you aren't saving much.  When it was near 1:1 it was a much more attractive option.

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regarding the US trade bans etc) has led to decreased sales.

Campbell, thanks. Can you clarify? Has there been any impact of the US trade / ban with video surveillance sales in Australia?

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You'd have to ask the distributors that.  My talks with them suggest that there is a decrease but I couldn't give you any verifiable data on that.

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