Business

What Magnolia’s ‘Mag Care’ Remote Support Says about the Future of Service

There are two big lessons home technology integrators can take away from the news that Best Buy’s Magnolia will offer remote network support, called Mag Care.

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7 Comments
Posted by TheDarkKnight on June 14, 2017

It’s actually no charge for 90 days…not a full year.

Posted by Joseph Kolchinsky on June 14, 2017

Hm @TheDarkKnight - where do you see that?

In their Magnolia Care Terms of Service (https://img-ssl.bbystatic.com/BestBuy_US/store/usweb/magnolia/support/Mag-Care-Terms.pdf), I see this written in Section 2:

Your Magnolia In-Home Support begins on the date (a) your Covered System installation is complete as determined by Magnolia, or (b) you purchase Magnolia In-Home Support on a standalone basis (including any renewal or term extension), and continues in effect until the one year anniversary following the date of such installation or purchase (the “Service Period”), unless otherwise extended, cancelled or suspended, as provided in Section 9, below.

Let me know what you see - we’ll issue a correction to the article if this is true.

thanks,
Joey

Posted by Joseph Kolchinsky on June 14, 2017

Also, @TheDarkKnight, the first paragraph describing Magnolia Care on this page (https://www.magnoliaav.com/support/) says:

“As part of every custom installation project that goes through our Budget Builder process, you will receive, at no additional cost, one year of Magnolia Care.”

Posted by Julie Jacobson on June 14, 2017

That’s the intel I have, Joey. Curious if The DarkKnight has other info. thx

Posted by TheDarkKnight on June 15, 2017

Remote Support is not the entirety of MagCare. The part that is “powered by Domotz” is 90 days. MagCare is 1 year.

Posted by Adroit1 on June 16, 2017

For the purposes of this discussion, how long you get free care is immaterial. The point is we are in the service business, and this points it out to all of us in bold letters. Here is a big box store selling service. It shows just how important the service end of our business is. we need to either remember, or learn, that we are selling a life experience to the homeowner. Sure, there are great components that make great sound, and some awesome video screens out there as well. But all that goes out the window when it doesn’t work. What I tell my customers is the reason I sell them the best equipment possible that they have never heard of is not just for their enjoyment, but, being selfish, I don’t want to get THAT call on a Saturday night when their Netflix won’t work. Even with the BEST equipment available, you are still going to get that call at some point in your career. The ability to be able to remotely troubleshoot and, possibly, repair it on line will make your customer much happier, and, at the same time, reduce your stress. Ihiji, Domotz, and OVRC Pro are now competing to give you the tools to keep a network up, and the same tools to repair it when it is down. Now there are some proprietary matrix switchers, and HDMI extenders, like Zigen, that give you the tools to let you see how the audio and video on your installation are fairing and the diagnostic tools to make changes and, even, repairs without leaving your office. All these are designed to make us look smarter and, most importantly, give the homeowner the shortest amount of downtime.  We need to understand it is the experience of the homeowner using the equipment we sold him, or her, and we can put a price on a better experience for the homeowner. That price being a service contract that is either up front in the bid, or buried in the final quote as some equipment costs, which is exactly what Magnolia is doing wit their “free” service.

Posted by jasongriffing on June 30, 2017

Adroit1 - “...we are selling a life experience to the homeowner. Sure, there are great components that make great sound, and some awesome video screens out there as well. But all that goes out the window when it doesn’t work.”

Well said. I’ve often made this argument. Too many of us define our client experience (CX) in terms of flashy features and sophisticated automation. Sure, these are important. But where we really drive value (or fail to) is in the RELATIONSHIP our clients have with these systems.

As an industry, we’ve been guilty for too long of brushing service under the rug. That is, until the job is done and tech failures start to rear their ugly head.

By then, it’s far too late to tell your client how seriously you take service. Trust is gone. And you’ve entered the realm of perpetual damage-control.

7 Comments
Posted by jasongriffing on June 30, 2017

Adroit1 - “...we are selling a life experience to the homeowner. Sure, there are great components that make great sound, and some awesome video screens out there as well. But all that goes out the window when it doesn’t work.”

Well said. I’ve often made this argument. Too many of us define our client experience (CX) in terms of flashy features and sophisticated automation. Sure, these are important. But where we really drive value (or fail to) is in the RELATIONSHIP our clients have with these systems.

As an industry, we’ve been guilty for too long of brushing service under the rug. That is, until the job is done and tech failures start to rear their ugly head.

By then, it’s far too late to tell your client how seriously you take service. Trust is gone. And you’ve entered the realm of perpetual damage-control.

Posted by Adroit1 on June 16, 2017

For the purposes of this discussion, how long you get free care is immaterial. The point is we are in the service business, and this points it out to all of us in bold letters. Here is a big box store selling service. It shows just how important the service end of our business is. we need to either remember, or learn, that we are selling a life experience to the homeowner. Sure, there are great components that make great sound, and some awesome video screens out there as well. But all that goes out the window when it doesn’t work. What I tell my customers is the reason I sell them the best equipment possible that they have never heard of is not just for their enjoyment, but, being selfish, I don’t want to get THAT call on a Saturday night when their Netflix won’t work. Even with the BEST equipment available, you are still going to get that call at some point in your career. The ability to be able to remotely troubleshoot and, possibly, repair it on line will make your customer much happier, and, at the same time, reduce your stress. Ihiji, Domotz, and OVRC Pro are now competing to give you the tools to keep a network up, and the same tools to repair it when it is down. Now there are some proprietary matrix switchers, and HDMI extenders, like Zigen, that give you the tools to let you see how the audio and video on your installation are fairing and the diagnostic tools to make changes and, even, repairs without leaving your office. All these are designed to make us look smarter and, most importantly, give the homeowner the shortest amount of downtime.  We need to understand it is the experience of the homeowner using the equipment we sold him, or her, and we can put a price on a better experience for the homeowner. That price being a service contract that is either up front in the bid, or buried in the final quote as some equipment costs, which is exactly what Magnolia is doing wit their “free” service.

Posted by TheDarkKnight on June 15, 2017

Remote Support is not the entirety of MagCare. The part that is “powered by Domotz” is 90 days. MagCare is 1 year.

Posted by Julie Jacobson on June 14, 2017

That’s the intel I have, Joey. Curious if The DarkKnight has other info. thx

Posted by Joseph Kolchinsky on June 14, 2017

Also, @TheDarkKnight, the first paragraph describing Magnolia Care on this page (https://www.magnoliaav.com/support/) says:

“As part of every custom installation project that goes through our Budget Builder process, you will receive, at no additional cost, one year of Magnolia Care.”

Posted by Joseph Kolchinsky on June 14, 2017

Hm @TheDarkKnight - where do you see that?

In their Magnolia Care Terms of Service (https://img-ssl.bbystatic.com/BestBuy_US/store/usweb/magnolia/support/Mag-Care-Terms.pdf), I see this written in Section 2:

Your Magnolia In-Home Support begins on the date (a) your Covered System installation is complete as determined by Magnolia, or (b) you purchase Magnolia In-Home Support on a standalone basis (including any renewal or term extension), and continues in effect until the one year anniversary following the date of such installation or purchase (the “Service Period”), unless otherwise extended, cancelled or suspended, as provided in Section 9, below.

Let me know what you see - we’ll issue a correction to the article if this is true.

thanks,
Joey

Posted by TheDarkKnight on June 14, 2017

It’s actually no charge for 90 days…not a full year.