Aloha/Radiant and Territories

[posknowitall]

I have customers who are unhappy with the Aloha support in their area. I have found something better for them... Why does their dealer keep bringing up territories? Does this customer not have the right to choose who is helping them? Can someone please explain this territory thing?

 

[bigblok403]

I believe Radiant assigns each dealer with a certain areas of the country they are "allowed" to work in.

 

[zahead31]

From what I understand Radiant does assign each reseller the territory they supposed to work in. It always comes down to the customers choice, though you may have to complain a lot make something happen. We switched Aloha resellers a few years ago because the service from our old reseller was very poor.

 

[DTSMAN]

You can choose your phone support and depot service on your equipment from anyone. But if you need an upgrade and the software key needs new key codes, then only the dealer for your area can get those.

Bo

Remember,
If the women don't find you handsome,
they should at least find you handy.
(Red Green)

http://www.redgreen.com

 

[alohaakamai3]

Radiant *was* fiercely loyal to it's dealer network. I say *was* because they have replaced many of their dealers, and obviously things are changing there.

As Bo said, you can get the service from whoever you want, they can't restrict that, and that's by law. However, when you are talking about upgrades, software purchases of any kind, etc-don't waste your time trying to get it elsewhere. From what I've seen in the last two years or so, Radiant's policy has been: you can buy it from the assigned dealer, or not buy it at all, as far as they're concerned.

Ibertech would occassionally make exceptions for this policy. From what I have seen, Radiant does not.

Good luck.

 

[posknowitall]

Just curious?...How would Radiant know where the software is being purchased from?

 

[DTSMAN]

When a dealer calls Radiant and ask that they need to upgrade a software key from 4 terminal to a 5 terminal and they give Radiant the current key serial number then they know they are not the original selling dealer.

Bo

Remember,
If the women don't find you handsome,
they should at least find you handy.
(Red Green)

http://www.redgreen.com

 

[posknowitall]

But, what if I was purchasing new software? Then what?

 

[DTSMAN]

The dealer would have to get permission or lie about your address and if caught could lose his license.
There are exceptions, such as coporate office location. As we sold a restaurant here in town they opened another in someone elses' territory and we were able to easily obtain permission. There are plenty of chains in my area that have Aloha and we did not sell them or install them.
A 30 store chain requested us to be their dealer because of dislike for their current dealer so they contacted Aloha at the time, prior to it being Radiant and their request was granted.

Bo

Remember,
If the women don't find you handsome,
they should at least find you handy.
(Red Green)

http://www.redgreen.com

 

[posknowitall]

This is rather frustrating...the 2 So Cal dealers are horrible, I can't believe Radiant would rather lose business than keep the customers happy.

 

[alohaakamai3]

I feel your pain. I am not a dealer, but have supported Aloha for a number of years because the local dealer could not keep up.

Based on my experiences though, your comments seem to be accurate. Ibertech wanted the business, and if you had a legitimate complaint, it was usually looked into, even if you were a little guy. Radiant is focused on larger chains and corporate accounts, that's where the money is with their business model. I hate to say it, but as often is the case with big companies, they can take or leave your business. I like Aloha well enough as a product. But the more time that goes by, the more Aloha does not look like a great option for regional chains and independent outlets (at least as far as service and support are concerned).

I also feel the pain of the Aloha dealers though. They are caught in the middle, under tremendous pressure to sell by Radiant, which leaves little time for the service and support after the sale. You have to be really good at what you do-both business wise, and technically-to put a system in and have all the customers issues and questions resolved in a week. And when they have to move on to the next sale, I think it leaves many customers feeling ignored and unfinished.

Anyway, not gospel here, just my two cents worth based upon what I've seen.

 

[posknowitall]

It's nice to see others feeling the pain. Thank you. I love the Aloha product. Love to support it. I just have no where to turn for the bigger projects that must have a dealer involved. I have found the small dealers are the better ones. They work with you more, their people are bright. Don't have to wait days for return calls. You get that warm fuzzy feeling with them and them BAM---they go on to selling another product all the while complaining about how problematic Radiant is. I have small time customers. They are not chains or big money corporations. They just use Aloha because it is simple, you don't need to be a brain surgeon to use it or support. Arrrggghhh...thanks for the vent and back to the drawing board.