NOT ALL GPS SERVICE IS THE SAME
A tongue in cheek look at why some GPS services are a better
choice than others
By Jim Nanos, B.S., L.P.I.
– PI GEAR GPS TECH.
As many of our readers are aware, PI GEAR is an associated
business of PI MAGAZINE and is managed by the author, your’ s truly Jim Nanos. PI
GEAR offers various types of covert surveillance equipment including the very
best GPS 4G, live trackers available.
I receive dozens of calls weekly, at all hours of the day
and night, seeking advice on placement of a tracker on a specific type of car,
setting up a unique geo-fence for a difficult surveillance, changing a “ping
rate” during a surveillance and the list goes on and on. I don’t mind – that’s my job and this is what
you should expect when paying for a service.
I also get calls from investigators who were former
customers, left the fold for another company (usually for a perceived
“savings”) and are returning to PI GEAR.
Most say they went to the “dark side” because they could save $25.00 on
a tracker purchase, or a few dollars on the monthly access fee. They inevitably say in the conversation they
came back because of customer service from a “real PI”.
Recently a good friend and investigator who we will call
“Mike”, and someone who purchased many trackers from us called and told me he
has “test driven” another company – let’s call them “Super-Duper GPS company” –
SDGPS (obviously a fake name – but I have to say that!)
Mike said he had an issue and called the SDGPS “tech center”
for help. Incidentally, SDGPS farms out
their tech-support to an off-shore technical assistance business based in the
Western Pacific Ocean. Most don’t
realize the “GPS tech” you’re speaking to about your sensitive, critical
investigative tool also handles trouble shooting on “other” electronic devices
and equipment. That’s right- Blender
calls, GPS calls, washing machines, or similar order! SDGPS claims a “US based
technical support system” which is code for “call forwarding” to the Western
Pacific! Remember that “perceived
savings” of $25.00 – it must be paid for someplace by someone - you.
Mike related his call, and yes, I’ve used some “creative
license” in his recollection of the call, but you’ll get the point. It went something like this:
Mike: ring….ring….ring…(total
of seven rings)
SDGPS: (recording) (The Trammps “Disco Inferno”
background music playing: “Burn baby burn…”
“HELLO!... you’ve reached SDGPS and we’re GLAD
you called!....Please press one for… (you know the rest as the recording
recites ten choices, all of which sort of sound the same!)
Mike: (Takes a chance and presses what he thinks
is the appropriate number – wrong choice…”Burn baby burn…” comes back on)
SDGPS: (recording) “At the conclusion of your call,
would be willing to take a short survey?
Press one for yes, press ten for no, three for Ted” (wait – there not
a #10 on my phone, and who’s Ted? – Yes, I made this up)
SDGPS: (recording) HELLO!... you’ve reached SDGPS and we’re GLAD
you called!.......
Mike: (After several
attempts, Mike hits pay-dirt and his call is answered by “Bob”, the SDGPS Tech.
BOB: “Hello- this is Bob. Thank you for calling
– please unplug your washing machine from the wall outlet before we can start
our support call” (ok-I made that up also
for effect)
BOB: “Thank you
for calling SDGPS- how may I help you?”
Mike: “How do I change the ping rate from five
minutes to 10 seconds?”
BOB: “Thank you for calling and your call is very
important to us – Mr…… Mike. We value
your business and I will do my best to help you. Please remember to take our short customer
survey at the conclusion of our call.
How may I help you?”
Mike: “How do I change the ping rate from five
minutes to 10 seconds?”
BOB: “I’m
very sorry to hear you are having difficulty with your blender…err…GPS- I will
do the best I can to help you resolve this issue. Can you describe the issue?” (reading from a
script, of course)
Mike: “How do I change the ping rate from five
minutes to 10 seconds?”
BOB: “Your satisfaction is our number one goal
here at…. Yes… SDGPS – Please unplug everything, press every reset button, make
sure the unit is fully charged and change your password”
Mike: “I just want to change the ping rate from five
minutes to 10 seconds?”
BOB: I hope I’ve been able to help you today
Mr. Mike – can I offer you an upgrade at a low minimal fee to your account? And
please remember to take our customer satisfaction survey”
Mike: click
Yes- I’ve exaggerated this a little – but you get the point.
By contrast, when you call ME (Jim) at PI GEAR – here’s how
it goes (no exaggeration)
Mike: ring….
PIGEAR: “Hello
– this is Jim”
That’s it – no offshore calling center, recordings, surveys,
press this or that – Just “Hello- this is Jim”
Yes- our GPS trackers may be a little more to purchase, and
yes, our monthly access may be a couple of dollars more than SDGPS. There’s a reason they are cheaper.
When you make that GPS purchase or any equipment with
PIGEAR, you get REAL customer service from a retired LEO and a licensed
professional investigator who is working real cases. Need advice on tracker placement on a car?
Need to set up and tweak a geo-fence? Don’t understand ping rates and how they
affect battery life? PI GEAR will give
you real world answers from a real PI. No
SDGPS BS.
As many of you know, if you’re new to the GPS world and
don’t fully understand the technology, or need a “refresher session”, we have
you covered. I’ve spent hours on the
phone teaching users the ins and outs of the GPS world and how to best use the
equipment. Bob at SDGPS can’t do
that…unless you need to know the correct setting on your washer for cottons and
delicate fabrics…..Bob has me beat on that one…I always say, “wash in cold
water!”
