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by
Miitchell Klein
The following
article is reprinted courtesy of Audio/Video Interiors.
Finding a
custom installer to design your home theater or media room may
seem like a daunting endeavor. You're dealing with home
electronics, after all, and electronics can be intimidating. But
hiring a custom installer is really no different than hiring an
architect, interior designer or other professional. The most
important factor to consider is experience. You want someone you
can trust who isn't going to "drop the ball" halfway through the
project.
There's no
need to feel intimidated, either, because an experienced custom
installer recognizes the importance of establishing a good rapport
with clients from the start. If the installer has an "attitude,"
don't waste your time, because his attitude will only get worse.
Your future custom installer should make you feel relaxed and
appreciated, not patronized. Any lack of knowledge about
electronics on your part should be met with an enthusiastic and
sincere desire to educate you. The installer should be willing to
take the time to help you understand the options available to meet
your requirements and your budget.
Before you
begin your search, ask yourself these fundamental questions: Are
you looking for the best firm with complete, beginning-to-end
responsibility for your project? Is this firm expected to design,
engineer and provide comprehensive documentation, and integrate
with all the other parties involved (i.e., architect, interior
designer, builder, cabinetmaker)?
Perhaps
you're looking for the lowest possible price or most economical
solution to your needs. Make sure you understand the differences
between simple systems (not necessarily easy to use or future
upgradeable) and expensive systems. Generally speaking, the easier
a system is to use, the more expensive it is to purchase and
install. With custom-installed Advanced Audio Design systems, the
old adage, "you get what you pay for" applies in spades.
The
following guidelines will help prepare you in your search for the
technical "guru" you'll be relying on for years to come. As with
any professional relationship, make sure you look for the right
fit between you and your installer. This isn't like having
appliances delivered and hooked up by someone you'll never see
again. If you've chosen well, you'll be in contact with your
custom installer for many years to come.
Check
References of Comparable Projects
It amazes
me how seldom clients ask for references, much less contact them.
A minimum of three should be obtained (and make sure they're not
friends or relatives of the installer). Request that these
references represent systems of comparable scope to yours. It's of
limited value to discuss an elaborate lighting control
installation with a reference who merely bought a TV from this
firm. Ask references the following questions: Are they happy with
the system? Are they satisfied with the work performed? Can they
actually operate the system with ease? Was the installer
responsive to their needs and requests, or did he constantly
cajole them into altering their expectations? With hindsight, how
would they have done things differently, if at all?
When
obtaining references, I recommend acquiring at least three from
the "trade," ideally the architect, interior designer and
cabinetmaker, if applicable. Whether or not you're working with
one is unimportant. An installer's ability to work closely with a
design professional is a good barometer of his or her
professionalism.
Did the
installer keep the project on schedule to the satisfaction of
everyone involved? Would they recommend the installer to their own
clients? Was the installer instrumental in preventing, or
overcoming problems through good communication? Did the installer
contribute innovative ideas and solutions?
Inspect
the Facility
If a
picture is worth a thousand words, a visit to the installer's
office is worth thousands of dollars. A visual inspection of the
installer's operation will speak volumes about his work. Granted,
not every installer will have extensive display or demo
facilities. All you want to ensure is that this firm is neat
and
committed to its business. A quick check of the staff experience
and service, attention to detail and business management is
indicative of their ability to service your needs today, and
tomorrow. Trust your instincts.
Call the
office. Do you get a "live" person, or an answering machine? If
it's a machine, do they return your call promptly? Can you reach
your contact when you (or other professionals such as
cabinetmakers and interior designers) need to?
Whose
Products Do They Sell?
I must
caution you about choosing your custom installer solely on the
basis of the brands he or she carries. Examine the installer's
overall product mix and ask why certain suppliers were chosen. The
answers can be very revealing about the company. Be wary if the
installer says: "I don't stock their products, but I can get
them." Rest assured that most manufacturers choose their dealers
carefully. Make sure the installer is a factory authorized dealer
for those products that are vital to your system. If a product
needs repair under the warranty, you don't want to have to send it
to some warehouse in another state. You'll want your custom
installer to take care of it and offer a temporary replacement if
necessary. Another important point regarding authorized dealers
concerns prices: Installers cannot carry every brand on the
market. They select specific manufacturers' goods based on their
own preferences, the availability of those products within their
region, the reputation of the manufacturer for reliable servicing
(especially with CRT projectors), and competitive pricing.
Explore
Their Knowledge
Custom
installation firms don't just install equipment. First, they must
identify the client's needs and expectations. Then they must
identify limitations and problems. They must analyze wiring
schematics. Then they must plan the system, recommend equipment
and quote a price. Sometimes this process must be repeated to
accommodate a budget. All of this is very time consuming. However,
a qualified installer can offer a realistic quote much quicker
than a novice. An installer with extensive knowledge of
technologies and products currently on the market, who also knows
what may be obsolete in a year or two, can save you a lot of money
and heartache. It's important, therefore, to hire an installer
who's done this before; the more education he or she has
concerning electronics and related studies, the better.
[The Custom
Electronic Design & Installation Association (CEDIA*) offers
courses throughout the year on a wide variety of topics from
wiring and acoustics to home automation and future technologies.
Ask your prospective installer if he or she is a CEDIA member and
if they've attended any of these seminars. This is not to imply
that only CEDIA members are competent installers, but it is a good
starting point. -Ed.]
It amazes
me how so many people have become overnight "experts" in so many
disciplines so quickly. I run into associates all the time who
have expanded into home theater, or lighting control systems,
after years of installing car stereos or burglar alarms. When it
comes to custom home entertainment installations there is nothing
more dangerous or costly than a "little knowledge." Granted, in
this business of rapidly advancing technologies, we're all
learning all the time. Just make sure your Custom Installer isn't
learning at your expense.
Interview
your prospect. Ask what his or her educational background is. Why
did she become interested in custom installation work? Where was
he previously employed? Was it a consumer electronics store,
another installer, an alarm company, an aeronautics firm? Ask
about her views on audio and video, and future technological
advances for the home.
Use
Common Sense
Once again,
trust your instincts. If a "deal" seems too good to be true, it
is. Remember, you're buying the entire company when you purchase
an installed system. Look at the company as a whole and make your
decision based on your impressions of everyone who works there.
When asking questions, don't try to intimidate the installer; but
don't be afraid to ask tough questions. If their answers are
vague, be skeptical. In addition to experience, you're primarily
interested in their enthusiasm. They should be passionate about
what they do.
CHECKLIST
-
Verify
that the installer is fully insured and licensed (in states
where it's required).
-
Get
the quote in writing. Make sure it is an all-inclusive, closed
end, firm bid. Be clear on any and all
additional charges. Make sure you fully understand what each
comparative system is designed to do, how it will function and
how it will perform. No two systems are ever exactly alike.
Never tell one installer what another installer has bid, because
if he lowers his bid, you can rest assured,
you're
paying for it somewhere either in equipment, time or service.
And be cautious about the lowest quote. You're buying a complete
product/service/performance package. The lowest price is not
necessarily the best option. Make sure you understand exactly
which responsibilities the installer is accountable for. Does
the quote include system pre-wiring? Documentation? Elevations?
Wiring diagrams? Project meetings and management?
-
Procure a written inventory of all equipment: exact brand, make
and model numbers of every product you are buying. Accept no
unauthorized substitutions.
Mitchell Klein is president and owner of Media Systems, a
Boston-based custom design, engineering & installation firm. He
has more than 18 years of experience in consumer electronics and
custom installation work. Klein has also served as president of
CEDIA. He can be reached at: (617) 439-7004.
* CEDIA is an international trade
association for custom designers/installers, manufacturers and
press (AUDIO VIDEO INTERIORS is a member). All CEDIA associates
who specialize in the planning and installation of electronic
systems must be licensed and insured. Contact: CEDIA, 9202 N.
Meridian St., Ste. 200, Indianapolis, IN 46260; (800) CEDIA-30. |
