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!”
