Avaya escalation

[klubar]

We're unhappy with the quality of service and support that we are receiving from our BP and would like to escalate the issue to Avaya. We've already discussed the issue with our BP's management and feel that escalation is a reasonable action.

What's the best course way of getting Avaya's attention and does anyone have a good contact for the Channel Management at Avaya (US)?

If you want to respond via private message contact me off list at klubar (at) gmail (dot) com.

Thanks

 

[puregold]

Phone Avaya HQ and ask for the MD. That is the usual path taken by disgruntled people and amazingley does seem to kick some butts into action.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[kwing112000]

I dont think you will be able to go to Avaya directly if you are a customer. We are a large BP and we have to go thru tier 1 at our distibutor and then they take it up to avaya and avaya will work with us. They generally do not work with the end users. you may be able to call them but they may want to charge you for help.

Kevin Wing
ACA- Implement IP Office
Carousel Industries

 

[ronromano]

What is the issue you would like to escalate?

http://www.nu-tel.com

 

[puregold]

I think he is saying poor issue management by a reseller.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[Duffman88]

Get a new BP if your current one isnt doing the job to your satisfaction.

https://mywebtools.avaya.com/bplocator

Chris
ACA- Implement IP Office

 

[klubar]

I'm unhappy with the installation and the quality of support/service we are receiving. If Avaya wants to maintain a high quality product image (and have choosen not to sell direct) they should be very concerned about quality of distributors/dealers they have authorized. Much like the better car brands enforce strict guidelines on their dealers, I suspect that Avaya demands at least something from their authorized seller.

If I was a channel manager VP at Avaya, I'd be concerned about how my channel was performing. If something isn't working for a customer, I'd like to know about it. Just putting your head in the sand and saying it's the BP problem will only make it worse.

I'm asking if anyone can point me to a senior Avaya contact who is responsible for the channel's (and a specific BP) service delivery and quality delivered to the custoemr.


----

For you BPs on the list... what kind of standards does Avaya ask you to meet? Or is it all about the total volume of product that you push out the door? Does Avaya certification e.g., Gold mean anything or does that just reflect your total sales volume? Can anyone selling Avaya gear call themselves an authorized partner or a Gold partner?

 

[Duffman88]

I'm sorry i dont know any Big contacts to have you call. I would follow PureGolds instructions and go through HQ.

Here is some info on the programs and what they state. Different levels are held to different certification/training/employee count standards and customer satisfaction metrics.

https://mywebtools.avaya.com/prmportal_public/help/pl_more_info.htm

Chris
ACA- Implement IP Office

 

[kwing112000]

the only 2 guys i know in the boston area that were with Avaya in the IPO world have recently left the SMBS department so i am not sure exactly who you can call. I am trying to figure out who the gold BP was you used in the boston area. We are a platinum in the RI, MA area so i hope its not us. i thought you were looking for support on the product itself. i am sure if you look at the avaya website you can find a number that may help.

Kevin Wing
ACA- Implement IP Office
Carousel Industries

 

[1043]

http://support.avaya.com/japple/css/japple?PAGE=OpenPage&temp.template.name=TSO800

http://www.avaya.com/gcm/master-usa...orldwide/locations/usa.htm&Filter=Country:USA

See if any of these help.

 

[kflounders]

What state are you located in? I can forward you to the correct CAM who will get this rolling for you.

 

[kwing112000]

I think in one of his other posts he said Boston Ma.

Kevin Wing
ACA- Implement IP Office
Carousel Industries

 

[kholladay]

To answer your question about the Gold/Platinum BP levels I think you can probably answer that question yourself. Answer that for Avaya and you have answered it for every company out there.

Do you honestly feel like anyone is going to offer you a "premier" partner level for outstanding technical capability and piss poor sales volume? How about outstanding sales volume and mediocre technical capability? Or even worse stellar sales volume and piss poor technical capability however stacks of technical certifications? Unfortunately, Avaya, like everyone else suffers from far too many of the last two.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[ronromano]

In my experience, a company get the best service from a vendor the is equal in size or smaller than the client. This is not just in the phone business, but in every business.

As long as the company has the resources to support you, what does it matter how big or small they are.

If I sent my grandmother, which would be tough because she passed away, to fix all his problems and she did, would it matter what company she was with?

http://www.nu-tel.com

 

[klubar]

I'm in the Boston, MA area.

And perhaps there is some value in end-users complaining to Avaya about the quality of their BP. Yes, it's probably all about volume...but someone at Avaya might have a longer-term outlook.

I did notice on the Avaya website (thanks Duffman88) that there is a customer satisfaction component to certification ("The BusinessPartner scored a minimum of 85%* on Avaya’s Customer Satisfaction Report"). How is the customer sat component measured?

With some better brands of autos, the regional manager (equivalent to a channel manager) comes down like a ton of bricks (which can include substantial financial penalties) if an dealer has too many complaints (sales, service, etc). Also, it's fairly easy for a buyer to escalate to the division manager if they are unhappy with the dealer.

I tried emailing the contact on the Avaya BP site and got a call back from someone at Avaya. This afternoon was a holiday in the US (for some of us), so I'll follow up on Monday.


*85% customer satisfaction (depending on how it's measured) isn't aiming very high.

 

[Duffman88]

The BP usually registers their installs and a 3rd party company sends satisfaction surveys via e-mail.

I'm sure if you get the right person they will look into the BP and make sure they are doing their job properly.

I'll keep my ears open for a contact name for you.

Chris
ACA- Implement IP Office

 

[aarenot]

End users are the ObNeLsYt valid judge of the BP, or the tech. If you are looking to complain then I would suggest you do so in writing with specifics, as other approaches are easily swept under the rug. Sending the complaint to multiple contacts is often a great approach as well, so that you get enough chit rolling downhill.

Now to deal with your situation I would not even consider accepting anyones advice on who is a good BP, or tech unless they have had a system installed for their business by that BP, or tech. Six references is a good start, and do not only consider it as good reference if their were no issues, but good as well if they had issues but were resolved in a reasonable time period. Many times the customer does not meet the environemental requirements, or provide the resources that only they can provide to meet the objectives.

 

[crumthwacket]

I would be more circumspect before helping a customer who complains on a public forum - the BP (not us) may have washed their hands of this customer for reasons we are not aware of.

 

[aarenot]

crumthwacket,
I appreciate your level headed approach knowing that some customers can be a real pain in the arse, thinking they are techs, or that the system should work the way they want it to instead of how it is designed, or just overly demanding. I have my experience dealing with this type of customers, so I appreciate this may be the case.

I also however have dealt with enough situations to understand that it is not usually the customer to blame for a situation where they are complaining about their BP, or tech. Especially with the IPO I have found myself in the place of making a customer happy with their system after the original BP, or tech has made them irate with it.
I have made customers happier with their other type systems than they were prior, and also with the IPO. The difference being I have never found a customer who was irate with other Avaya offerings, so I tend to feel it is the BP, or tech in most cases, not Avaya to blame, or the customer. Just my experience.
I am not saying that other customers have not been fooled by the cookie cutter capable only Partner ACS installer, but it is easier to get away with a lack of knowledge, and experience on the ACS, or even merlin/Legend than the IPO. You just can not fake it so easy with the IPO, and some BP's/techs have not figured that out yet, or don't care.

 

[crumthwacket]

We're really on the same page, aarenot, but it seems klubar wants help burying a BP who has apparently met Avaya's standards for authorization (but not his). puregold gave him a recommendation on the second post. Let him do his own dirty work.