Audio, Video and Control System Solutions
site design: SunsetFX.com
Our Policies
We make every attempt to insure that the entire installation process - from inception to completion - is as seamless as possible for the client. Our continued success depends on a great customer relationship, and we will always do our best to achieve that goal.
1 Hardware Issues
Manufacturer warranties vary based on the manufacturer itself and the type of product used. Depending on the amount of time a product has been in use, we may be required to return it to an authorized service center for repair. In some situations we may be able to arrange for an advanced replacement of a particular item, but we are at the mercy of the manufacturer or distributor of the product. Be assured that we will do all we can to have a faulty piece of equipment taken care of in the shortest time possible.
2 Customer-Supplied Components
When designing systems, we specify components that will work well with our control processors / systems. For this reason, we will normally suggest that any equipment a customer wants to provide be approved in advance. Items that do not have discrete codes (IR, serial, Ethernet, etc.) will greatly complicate the programming process and possibly require additional hardware to make it work as intended. The expense of integrating this type of product can add significant cost to a project.
3 Installation Issues
We take the utmost care while working in your home, and our intention is always to leave it as we found it. While working in new construction, we follow on-site guidelines as set by the builder or general contractor. We are fully insured.
4 Programming Issues
Our programming services are based on the overall system design and accepted proposal. If something within the scope of the accepted proposal
needs adjustment, we will happily take care of it. As a way of making changes or adjustments quickly, we do ask that specific issues or problems be
mentioned. "My remote doesn't work" is very vague compared to "my cable company changed their lineup and now my channel icon for Comedy Central doesn't work".
5 Change Orders, Add-Ons & New Work
We are happy to do work outside of the scope of a job proposal, but there are certain procedures we must adhere to.
In the event of changes to an existing proposal, we may ask that a change order be approved prior to the work being accomplished. Depending on the size of a project, this may be anything from a verbal acknowledgement to a written document outlining all changes and the cost differences involved. In most cases, change order documents will require an acceptance signature. Change Order charges are due upon receipt.
In many cases we special-order product based on an accepted proposal and are unable to return the item without paying hefty restocking fees. In some cases we are unable to return certain products at all. Please keep this in mind when selecting color finishes, etc., as any costs associated with such changes must, unfortunately, be passed back to the customer.
New work generally involves the addition of something not previously included in an accepted proposal. This could be something as simple as adding another network jack or wiring an additional room. If you have thoughts on increasing the size of the project, please let us know and we'll be more than happy to add it to the proposal.
Adding features to your automation system that were not in the original proposal will be considered an add-on, and priced based on the work involved. If you have any thoughts as to adding a feature to the Crestron system, just ask! We'll be happy to see what the possibilities are.
6 Scheduling
Our work schedule is usually set well in advance. If you must reschedule our appointment or if there are delays that will not let us complete the work
planned, please give us as much notice as possible (we ask for 24 hours minimum). We will then reschedule for the next open time. If we arrive on-site and are unable to proceed, charges may be added for the time lost.
There may be occasion when a part critical for an installation has been backordered by the manufacturer or has not been received.
Should that happen and we are unable to continue, we will contact you as soon as we know of the delay. We will then schedule a return visit at the next open time.
7 Payment Items
Our ability to provide the services we do depends greatly on the payment schedules in our proposals being followed. For that reason we reserve the right to stop work in any situation where payment is not up to date, including Change Orders. Legal action to collect amounts due will be our last recourse, but we will charge interest on overdue amounts.
We try to be as flexible as possible with payment terms when preparing a proposal. If there are special concerns, please let us know in advance and we will provide any options available.
8 Customer Referrals
Good word-of-mouth is great for advertising, and we appreciate when our customers suggest our services to their friends, family and co-workers. We'd appreciate your comments, too. Just forward them to us along with an okay to use them for print or on the site and we'll do the rest!
9 Images of Our Work
The best way to show the quality of our work is to have potential client see the actual job site. Obviously, you don't want strangers in your home, so the next best thing we can do is offer photographs of the work for them to view. Please be assured that we never put any identifying information with images.
There may be times when we ask if your project can be used for advertising, industry- related publications or possibly entered into industry-related "Best Of" category awards. We will discuss all the details with you at that time.
You can see some of our project images in the Portfolio section of our site.
