Lighting With such an
enormous choice of LED lighting
products, product support and
customer services have become
important to help specifiers and
installers navigate their way through a rapidly evolving market.
lamps to illuminate when turned on at a low brightness level. Many of these refinements require an understanding of the typical characteristics of dimmable LED lighting, so that issues can be diagnosed, and knowledge of how the programmable features can be used to overcome them. With sufficient experience, installers are likely to have encountered many of the possible issues, decided on which dimmers and control gear offer the simplest solutions and learnt how to achieve a trouble-free installation.
Curating your range However, wholesalers can make life much simpler for installers by carefully curating their ranges to offer a package of compatible LED lamps, drivers and LED dimmers that are versatile enough to handle the majority of scenarios that individual installations may present. Wholesalers can further assist their customers by selecting brands that offer well-designed products, supplied with clear instructions, and manufactures capable of providing customers with additional product support. For manufacturers, good product design
involves proper consideration of compatibility at the design stage and the creation of a simple interface that allows the user to access any programmable features with relative ease. Ease of access to features should also be balanced with the need to avoid accidental triggering of programmable features during normal operation. With this in mind, a useful lock feature is available on some devices to prevent unwanted programming. Although clear written instructions provide a
good reference point, programmable features can often be better explained by video tutorials. If readily available on a manufacturer’s website then installers can easily access a video on site. However, there will be times when even the most carefully written instructions and well
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produced video tutorials do not provide answers to an issue that only arises in particular circumstances. These issues might arise during installation but, frustratingly, may not become evident until the products have been used for a number or hours or a particular combination of circumstances occurs. Sometimes these relate solely to the products themselves but on other occasions they might be triggered by interference from a rarely used external device. In these situations it is invaluable for installers
and, for those problems that arise after installation, for end-users to have recourse to well-informed product support personnel in a manufacturer’s customer service department.
Compatibility Knowledgeable personnel are also well-placed to provide up-to-date information on the compatibility of new entrants into the market, differences in the characteristics between products from different production batches or versions of a product where its construction or software may have changed and may be able to diagnose issues arising from external factors such as interference. Those manufacturers who offer the best
customer service utilise proficient, well trained help line support personnel, conversant with
key issues in the local market, throughout the working week, with appropriate back up from technical staff where required. It is in this area that the best UK manufacturers have a distinct advantage because their customer service teams have ready access to product designers and technicians who are able to find solutions to issues not previously encountered. Outside of working hours, help lines can be supplemented by support ticket systems, which enable customers to raise issues and attach images or videos to illustrate the nature of a problem 24/7. At Varilight, we don’t believe in leaving
customers in the dark and have invested in new infrastructure and an expanded UK-based customer service team to provide customers with product support. This advice can be accessed via our helpline or via a support ticket on our website. The future is bright for wholesalers who have
a well chosen range of LED lighting and controls. Wholesalers who can assemble a range of compatible products from manufacturers who give priority to customer services can build a solid reputation to become the supplier of choice for installers of LED lighting.
www.varilight.co.uk/led Those manufacturers who offer the best
customer service utilise proficient, well trained help line support personnel, conversant with key issues in the local market, throughout the working week, with appropriate back up from technical staff where required.
September 2017 electrical wholesaler | 45
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