**The views expressed in this post are solely my own and may not reflect the views of the Fredericksburg Area Association of Realtors. FAAR has established a workgroup to look at options for the upcoming Supra Contract renewal. If you have an opinion, please email the Association so that they can forward that information to the Lockbox Workgroup.**
The Problem
Sometime before the end of the year the Fredericksburg Area Association of REALTORS will be faced with the decision to stay with our current Supra Lockbox system which is owned by GE, or Sentriock which is owned by NAR. Change is rarely received well and the Board of Directors must consider many, many issues with this decision. Current membership polls have shown a majority of members (who took the survey) would like to stay with the current Supra system. Some members, mainly those who serve clients in the northern part of our market area, would like to convert to Sentrilock.
Cost Considerations
There are some concerns with the cost of a new system. I’m not sure of the contractual issues for the Association, but for the individual members the cost of changing should be nominal if history repeats itself. The Associations who changed lockbox systems were able to get an one-for-one exchange on their equipment.
I’ve recently purchased both a Supra and Sentrilock key system and here were my costs:
Supra (thru FAAR) was $214 for the cradle, key and annual service fee.
Sentrilock (thru PWAR) was $250, $70 of that was for the card reader, which is evidentially sold separately from the key and service.
Lockboxes are around the $100 mark for either system. Although I believe that FAAR still has some used boxes at half that price.
Some have voiced concerns over the hassle of a conversion process. To me that is a short-sighted argument, in that extent of the other areas conversion was one day to go in, take an orientation and grab your new key. Outside of that would be the time to gather and replace the existing lockboxes. This is a one or two day hassle, so not a variable to a big picture decision, in my opinion.
Comparative Benefits – Supra
Supra has been a strong system in our area for many years. I’ve had little to no failure of any part of the system. Here is a list of my personal opinions on the Pro’s and Con’s of the Supra system:
Pro’s
- GE is a strong appliance company with a long history of innovation
- The system is easy to use and familiar to most local agents
- GE has been responsive to the needs of the Association
- I’ve never had a system failure
- The new key (to be issues upon contract renewal) will be wireless and updated by cell phone towers
- The new key will have an agent distress button and flashlight
- Only people who have lockbox keys will be able to enter homes
- The new key will also send immediate updates to the Lister upon access
- Supports SmartPhones with infra-red devices
- Boxes are durable and release the key quickly
Con’s
- Support for Blackberry is severally lacking. The use of any Smartphone is an additional fee and doesn’t provide a lot of additional features. The Blackberry requires another independent device, which defeats the purpose of a convergence service.
- My experience with Supra’s web service hasn’t been good. The website is a bit flaky.
- The USB cradle is a pain to get to work and not always reliable.
- If your key isn’t synced you have to seek out a cradle or call a number with an extensive phone menu.
- The key (both old and new) is bulky and leaves me with one more thing to break or forget somewhere.
- The new key has been available for the past two years and wasn’t released to FAAR, except for beta testing. My concern is that our membership will not be provided with new innovations until contract renewal. Additionally, I understand that there will be an slight fee increase with the new device.
Comparative Benefits – SentriLock
Sentrilock is the new kid in town, and whereas I haven’t personally had any issues with it, the heavy users have had some concerns. The second hand information I’ve received have been concerns with viruses being transferred (reported to no longer be an issue) and issues with random boxes not recognizing the cards. Again…those are issues that I haven’t yet experienced.
Pro’s
- In heavy use by surrounding Associations with a portion of local market share
- Sentrilock has invested time and effort in engaging agents in Twitter, Facebook and they have developed a library of “how-to” videos on YouTube. This shows me an effort to engage their consumers (Realtors) and an ability to use progressive tools. (If Supra has these tools, I couldn’t find them)
- Support for Mac users (this is big for me…)
- Easy to use update system
- Credit Card type entrance key that is easy to carry and maintain
- “Cradle” for the card is a very lightweight / portable card reader that I can carry in my laptop bag, so that updating my card can be done anywhere. This eliminates the bulky cradle or need for a telephone line.
- The user control and interaction on the website is easy and feature-rich.
- The entry card would not need to be charged with power each day, unlike Supra
Con’s
- The biggest problem I have with Sentrilock is their lockboxes. The boxes are bulky and sluggish for entry.
- The Sentrilock boxes have a “One Day Code” feature, which I’ve added to the Con list because I don’t believe that agents will truly vet the person calling for an entry key. Anyone can go to DPOR and grab the name of an active agent… (We’ll address ways to make this box safe in another post) The “One Day Code” feature makes this expensive system little more than a combo box.
- The cost of this system is a bit higher than Supra
- The additional fee for the Card Reader is excessive. Similar readers are sold for $20 online and various other locations.
- There will be some cost to the Association to covert and that means dues money will most likely need be used.
- Reported system failures while trying to access boxes
- Company is still fairly new and hasn’t shown the corporate history of GE
This is of course, not an exhaustive list, but rather a good starting point for conversation.
Ultimately, the things I like about Sentrilock (Online interface and engagement, Mac support etc…) can easily be done by Supra. My only real contention is having to wait for contract renewal to get better products or services that Supra may have to offer. This may be a consideration that can be explored as the Workgroup looks at benefits to either service.
For now, we’re in a two-box system. Professionals who have an extended market area reach will need to pay the extra $170 (estimate) a year to sell properties regionally instead of in locally. It’s a small cost of doing business for the ability to provided extended services.
Almost everyone that I have talked to about the upcoming conversion has strong feelings. Sharing those feelings with your Brokers and the Association would be helpful to those chosen to make the final decision.
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{ 38 comments… read them below or add one }
In the Summer of 2009 the Salt Lake City metro area, reaching from Provo to Ogden, and covering 3 local boards switched to the Supra system. The transition was smooth and relatively painless. Our agents are very pleased with the product and all three boards have found a major decrease in problems vs. the old Risco system. We have been very happy with the product and the service Supra has provided.
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Several years ago, Sandicor — the 25,000 member MLS in San Diego county switched to Sentrilock. I absolutely believe the features that already exist in the Sentrilock system are superior to the Supra system. The card reader is easy to use, the code system gives a great deal of control to the seller as well as agents. Additionally, when I have needed tech support, the tech people were extremely responsive, patient and profoundly helpful — even sending an auto e-mail confirming all that took place.
If a question would come forward to go back to Supra, I would vote against it. Another huge point for me is that the system was created by the Realtors based on what the Realtors wanted to see.
GPAAR switched to SentriLock a year ago. Our annual SentriLock Card fee is only $150 which includes the card reader, software and card. We currently have for new members, a one time activation fee of $110, which is in addition to the card fee. We also offer non members of GPAAR an opportunity to obtain the card system for only $160 annually.
Let me preface my comments with the fact that I have both Supra and Sentrilock and I will still need to keep both because I do have business in the Richmond MLS and they are staying on Supra.
I have one important difference that I have experienced between the two systems. When I call Supra becasue of a problem, if I am lucky I will get a response or, at least an acknowledgement, within 7 to 10 days. When I call sentrilock, I get a human response, a trouble report and a solution within 7 to 10 minutes. I do not know about the rest of you BUT I would rather get a solution quickly rather than a promise of an answer sometime in the future. Sentrilock is my preferred vendor.
Hello Again Matthew,
Let me start by saying how pleased I am that you are sharing your views on our system. We built our company on this kind of feedback! Here is some additional information about some of the SentriLock items on your list.
1) SentriLock boxes are slightly wider (0.2”) but boast the largest key compartment in the industry – designed to fit multiple keys, fobs, security cards, etc., while maintaining the highest security standards. We find the agents are most concerned about the size of the device they need to carry. Our credit card sized Smartcard fits right in the wallet and requires no batteries.
2) The One Day Code feature is optional and designed for agents or contractors who don’t have SentriCards. The agent giving out the codes should still verify all information, as you pointed out, to remain in compliance with association/board guidelines. This feature provides a secure, monitored method to allow non-keyholders access without resorting to a secondary combination lockbox.
3) At one point you mentioned that agents had somehow gotten a virus from our system. This is incorrect information. Our system uses military strength encryptions and secure connections to ensure data and system integrity.
4) While SentriLock is still fairly new, our majority ownership by NAR and history of success means we can guarantee stability and longevity. We are not subject to ownership changes that Supra currently has to navigate within the ever-changing corporate landscape. With REALTORS® on our Board of Directors, your interests replace those of any corporate shareholders. Our REALTOR®-focused mission from NAR allows us to focus on your needs and to provide the most useful features and absolute best service. We’ll let our customers attest to that!
Once again I appreciate your feedback and your aim to open discussion. This is a fantastic way for the company to get feedback not only on areas we need to improve, but also on the aspects users particularly value. Our system has evolved with this very type of input and we encourage it. Associations like yours are certainly served well by having a choice.
Thank you,
Laura Kreuter
Marketing and Communications Coordinator
SentriLock
Chris: Thanks for your feedback! Our experience has been good thus far.
Ginni: Thanks so much for giving us the perspective of someone who has used both systems. The features is an important aspect of the decision.
Kristina: It seems like the costs are pretty close all the way around. I went with PWAR because of their closeness to my Stafford office. It’s good to hear there are options. How has the feedback been from your agents? Can you discuss the conversion process with us?
Bob: I too have had a much more pleasant experience with Sentrilock in their support. The Mac Software is in Beta, which I knew would mean that it might have some bugs. When I called tech support to fix an issue, there was no wait time and the techs were very personable. At the end of the call I received an email with a detailed note as to what I called about and what the resolution was that we found together. I especially appreciate the email, because I can save it and use for future follow-up calls should they need to occur.
Laura: Thanks for clarifying the points of concern. I think it speaks volumes that you took the time to come here and engage this audience via the blog. I don’t envy those at our Association who have to make this decision.
Both system have many great aspects. I look forward to our future conversations about the options before us!
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Matt, obviously I am not from VA but we just switched from Supra to Sentrilock.
The reason was because we could give out one day codes to agents that we data share with.
The majority of the agents on our board had stopped using Supra because we were tired of opening up doors for agents in our neighboring board.
So most top listing agents started back using the old combo boxes, not as secure.
We debated for two years, started the yr I was Chair of MLS, and finally voted on a month ago.
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One more thing, our board is buying everyone a key (card)
Then selling the first 2 to agents for 35.00. Then they will be 80.00 each.
Since my team doesn’t list I am having each team member buy their allotted 2 for the 35.00.
MIssy Caulk´s last blog ..2009 Saline Real Estate Year in Review
One good thing about Sentrilock versus Supra is that you can easily replace the batteries on the Sentrilock boxes where when the Supra ones failed you couldn’t. From an administrative perspective it is easier to keep track of where the lock boxes are as well. Plus most of the agents I work with up in Prince William like not having to deal with a bulky key.
NVAR switched to Sentrilock last year and while I was initially excited about all the new features available (I’m usually an early adopter of new technology), the reality was very frustrating. I’ve had many difficulties updating my card via their software (my assn limited the number of phone/at lockbox renewals we could do so I was stuck going in to the office to update the card). Their support team, while polite, was ineffective — blaming it on my computer, my anti-virus software, and even the fact that my home network is wireless. One time the entire card was ‘corrupted’ during the synch process and I had to go in to the assn for a new card (of course this was on a Saturday morning, blowing my whole weekend of showings). The worst part is that the software sometimes says “Card successfully updated” only to have the card fail to open a lockbox that same day while with a client. Infuriating. Supra was clunky, but reliable.
I’ve been using the Supra system since 2002 and Sentrilock for about a year. I really love the sentilock. The access key is small & light weight. I carry the key and the card reader in my briefcase everyday. When I need to update it, it takes no time at all. The key box is easy as well. The supra key is bulky and heavy. I’m definitely in for the Sentrilock key!
I currently have both keys. The Supra has done its service well, however, I feel Sentrilock is second generation. Lets move forward. NVAR would not have selected Sentrilock without a proven track record. I think we are about a year or so too late with this choice. Entry, records of access and codes are so much easier. Easier to transport the Sentrilock key. No long delays in the operation of the key, or box that I currently experience with Supra.
Missy: Thanks for bringing us your experience. It’s good to get the perspective of someone who’s agents were given both choices.
Katie: I’m sorry for your headaches, but really happy that you were willing to share them with us; so that we can all learn. Of the people who have responded you’ve probably had the most experience with the Sentrilock system. Do the other agents you work with fell the same way?
Anne: I’m with you on my first impressions of the benefits. I don’t have enough first had experience to say which I would prefer if given the choice, but Sentrilocks engagement thus far has been very positive and appreciated.
Peggy: I”m not sure that NVAR had a lot of history to go on, they were one of the first adopters. Just like our pending decision, influences outside of practical applications and cost will weigh on the decisions. NAR is very influential and that may have weighed into some other Association’s decisions. I like the rest of the options as much as you do!
I will admit that Katie’s comments as an early adopter give me pause.
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Matthew – I’ve heard of some issues, but admit I’m in the minority having long term issues (ironic given that I consider myself amongst the more tech savvy agents in my area). I suspect that there are agents who occasionally have issues but get by with the allowable number of phone/lock box renewals in between updates, but that’s just a hunch. There are times I show properties nearly every day though (quickly running through allowed phone ins), and I rarely go in to the office, so the inability to update was a BIG issue for me last year. I think we were limited to 8 per month and no more than 2 in a row. I expected some hiccups since the system was new but I’ve spent countless hours on the phone with sentrilock and a year later STILL have issues. They apparently just launched a javascript web version of the software which is supposed to fix a lot of the issues but I had to harass tech support in to giving me the link to it and have only used it once so far.
In general I would agree with all the pro’s above though — I love the small card, the website is much better, and the boxes themselves are better. The phone update is much easier than with supra. NVAR disabled the one-day code feature (which was annoying–many times it would have been useful for appraisers, termite inspectors, repair guys, etc). My advice for associations would be to allow a LOT of phone updates — or at least allow exceptions to the rules for individuals who seem to have ‘unexplained’ issues with updating. I’m always told “if it’s not working for you then you have to go in to the office to update because you’ve reached your limit and that’s your assn’s policy”. I assume there’s some cost to allowing phone updates that since NVAR limited the number?
Katie,
I actually understand why you would have more issues as a tech savvy agent. The more variables in a problem there are, the harder it is to trouble shoot the issue. Additionally those of us who are tech savvy tend to use more applications than others and therefore have more occasion for things not to go right.
I’m not a fan of the one-day-codes. Any crazy off the street can call and say they are XYZ service provider and may have other intentions. If they are one of the service providers who consider themselves professionals, they should invest in the tools to do their job. Otherwise I think we’re taking on the a liability that we shouldn’t be taking on. Just my concerns.
If we were to use the one-day-codes I would suggest that when buyer agents call, that we place the code in the agent only section and tell the buyer agent to log back in and get the code. That way, MRIS is responsible for ensuring the security of the data and Realtors / Appraisers who need a code can be vetted through the MLS security.
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Matthew, agree on the concerns about one day codes. I’m assuming the agent is being responsible/careful with distribution of the code (checking the agent’s credentials, etc), and has the approval of the homeowner to give the code as well (maybe assumptions are too big?).
After we switched to sentrilock I started hearing about a lot more termite cos and appraisers who didn’t switch. I assume it was a cost issue for them? Agree that pros should make the investment, but unfortunately we don’t always get to hand pick the people involved in a transaction.
All;
As a member of the Board of Directors at FAAR, I truly appreciate all the comments and concerns our agents (and agents from outside our association) have expressed here on FAARForum.com. It is so important that the Board hears the thoughts of our fellow members and thinks long and hard about what the best solution would be for our association. Keep the dialogue going and I will keep listening.
The Supra lock system works fine and I haven’t had any problems and I hear that a lot from colleagues. The Sentra lock system just doesn’t appear to be better. And when something is not better, I fail to understand the need for change. As far as more technology is concerned (considering that I’m a person and not a computer ), sometimes I find that less is more. It reminds me of how many people feel when they walk into an older home and can feel that it’s built better. Or when they say that “they don’t build them like they used to” when referring to some of the older cars that don’t have a lot of the (often expensive and troublesome) sensors/electronics/bells/whistles. I understand, though, that the Supra ekey for BlackBerry use is enjoyed and appreciated by many agents. That technology is fine, as I can continue to use my supra as I always have unless I decide to try more of GE’s options. The Sentra lock reminds me of the entering a hotel room system. And that’s been around for a while.I do like the areodynamic shape of the Supra. Both the Sentra and Supra lockbox could be lighter but they are not heavy enough to concern me. I like the Supra key size. It’s easier for me to keep up with because it has weight to it, even
though I’ve dropped it a few times…,well, more than a few. But it still works.
When I have called supra for technical support (error code for example) I have spoken with live people within minutes. But I can’t really tell you who is best in that area as I have not experienced Sentra in that way. Bottom line for me is that Supra GE technology works better (I’m convinced), agents are satisfied with it and some will not invest in another product in this economy.
Brooke: Thanks for listening in. It’s important to know that leaders like you and Bob are listening to the various opinions of members!
Darlene: Your comments are appreciated. I have to thoughts on the topics. First, I want to honor what has been working and not taken unnecessary change, just for change-sake. However, I also don’t want to pass up the opportunity for something better, with more functionality just to keep people in their comfort zones.
It’s true that people revere the structural quality of an older home, but they are far more maintenance and considerably less functional. Older homes are also not environmentally friendly and are typically less efficient, therefore more expensive to own. If Sentrilock is more efficient and provides more tools that save me time and allow for more one-on-one opportunity with my client, instead of fighting with a less functional and more time consuming product, I’m on board.
I think Sentrilock does offer more functionality and efficiency IF it works.
My question is this… Even if it’s the same cost for the agent, is the cost to the Association to covert equal to the value? Will the extra bells and whistles work and how about the longevity of the company?
I hear what Laura says about NAR being a partner, but NAR has started and not finished projects in the past. Even though NAR only has a small hand in Realtor.com; I’m still not impressed with the service – will this be another Realtor.com?
Katie’s opinion is the one that holds the most weight with me thus far, she has the most experience and similar variables to my situation. If Sentrilock offers options, what is the value if even tech-savvy agents cannot use the tools?
I really, really hope that decisions aren’t made based on the technological-comfort level of the Realtors. Real Estate has quickly become a balance of good people skills and high-technology. We all need to take a little more effort to learn how to use the tools that provide the best service.
If it were solely up to me today, I honestly wouldn’t know how I would go. I don’t envy those who’s decision this will be…
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Hello Matthew,
NAR is more than just our partner, they have majority ownership of SentriLock.
Also, we are working to improve our tools for tech savy agents. We have a BlackBerry Card Utility coming out sometime in Q1 or Q2 of this year to allow agents to renew their card from anywhere with their BlackBerry and BlackBerry Smart Card reader. I’m not sure if Katie has a BlackBerry but this would possibly be another solution for her problems.
Our mobile website is another example of a tool we have for more tech-savy agents. Using our mobile website you can check your lockbox access logs from your phone, along with generating One Day Codes or a Renewal code for your card. Katie is correct though in saying that your association would set the limit on the number of renewal codes you can use.
Have a great week!
Laura Kreuter
Laura,
The Blackberry app would be awesome! Will these additional tools be an additional costs?
Matthew,
There would be an additional cost to purchasing the BlackBerry card reader, however I’m currently not aware of the cost. Once you purchase the reader though the cost to use our utility is free (assuming you have an unlimited data plan on your BlackBerry as it does require the exchange of data between your phone/card and our servers). There will be no limit to the number of times you can renew your card using your BlackBerry, unlike with the phone renewals. As a result I’m sure it will be an extremely beneficial tool to many users.
The mobile website is free (again as long as you have a web-enabled smart phone with an unlimited data plan) and there’s no limit to how long you can spend on the mobile site.
Hope this information helps! Have a good one,
Laura Kreuter
Wonderful comments, keep them coming. Yes the FAAR BOD is listening to your comments. To change or not to change that will be the question. The cost, yes what will the cost be??? All these things will be discussed and debated. This year will go by quickly, so yes keep up the comments they all help.
Hello Matthew,
I use both keys and I have to tell you that my Sentrilock card was “badly corrupted” on one occassion and therefore did not work. I was able to get the problem fixed over the phone in about 10 minutes. The support staff were great and stayed one the phone to verify that the problem was fixed. That’s the only problem I’ve had thus far.
I don’t understand why the boxes are being labeled as cumbersome. I much prefer the way they open, much more user friendly, and they are hanging on he doorknob for crying out loud, what is cumbersome or bulky about that?
I agree with everyone that has mentioned the day codes as a benefit. They’re much more secure than having a combo box and agents posting the combo code on the MLS so they don’t even know who’s been in the property. At least whoever wants the day code will have to call and give the agent their information, ie: MLS ID – at least that’s only way I give out any type of code.
The key card is a huge plus – easy to carry, it’s in my phone case.
I got my Sentri card from NVAR and it was only $99 for both the card and the reader. This year the fee has gone up to approx. $134 for non-members.
The only feature that I see as a plus on the Supra key is the safety feature that alerts up to 5 numbers in case of an emergency, other than that, there’s no progress.
I think Sentrilock is the way of the future – they have my vote!
Elsa: Thanks for your chiming in. I agree that Sentrilock is more progressive at this juncture.
I think the box is a bit more…. mechanical feeling than the sleeker design of the Suprabox. However, the Sentrilock box has more functions so I don’t know that it’s that big of an issue. The extra room in the box is worth the different design.
Regardless of which system you prefer, SentriLock is surrounding us to the west and north. I think we have to go to SentriLock unless Prince William, Northern Virginia & Piedmont are converting back to Supra – unlikely. I pay for both systems, so my costs have doubled.
With Supra’s systems to the south down to Caroline and Richmond and to the west to Charlotteville, many of our agents will have to have 2 lock box systems to work their markets Just as those agents that work to the north now have to have 2 lock box systems., So either way many of our members will have 2 keys and both types of boxes. I look forward to seeing the companies demo this week, and seeing what the cost will be to the agents and the association. Change is not free.
We are all entitled to revise our original position and I am in the process of leaning more towards Supra. The cost difference between the systems and the risk to FAAR if our membership drops below 1300 has me reconsidering. All Realtors should review the upcoming video, especially if you did not attend the vendor sessions, and begin to think about which system FAAR should have. As a board member I am committing to vote for the system that most members vote for so feel free to let me know directly what your thoughts are BUT please educate yourself on the choices.
I was really leaning toward Sentrilock toward the end of my research. But finding out the cost of the system has put me decidedly in the Supra category.
Sentrilock’s features are superior, but honestly I only foresee about 20% of members taking full advantage.
For me to support Sentrilock, it needs to be a 1:1 box exchange for a FAR more appropriate price tag.
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One more thing to remember, if FAAR membership does go below 1300, the association is still required to make the payment for the software. That means the prices currently quoted will be even higher.
Also, I have heard the logic that Sentilock is cheaper because after 5 years we will own the software and it will be paid off. Since I have a software background, I will advise you that 5 years is an eternity in the software world. Remember when you bought Windows XP and figured that you were set for a while. Well how about Vista and Windows 7. Also, how about Microsoft Office 2003 and 2007 and 2010?? Not a 5 year cycle, is it?
Well, I agree that technology is changing constantly. So what has Supra done for us lately? We pay leasing fees and never have anything to show for it. They came up with a new “Active Key” which they never upgraded us, as current clients, to. The most improved capability of that seems to be the instant updating of data, other than that, I’m personally not interested in having to carry a bulkier gadget. From what I’m hearing, the battery doesn’t last very long, so even though there’s no more cradle, you still have to plug in all the time.
Those of us who have two keys are paying almost twice what the most expensive of the two rate plans we were shown would cost if we convert to Sentrilock. The capabilities of Sentrilock are far ahead of Supra right now, and I can’t imagine we will need too much more from a lockbox. Besides, didn’t James mention at the Sentrilock event that they can program the chip to affect the box? I’m not sure we know enough about all the capabilities there.
Even if they add the bluetooth to the Supra box, their day codes will only be accessible to those with smart phones, and I’m not sure all agents, let alone all contractors have smart phones. It will be interesting to see how much those lockboxes cost.
Lastly, not withstanding what some might consider technology issues, FAAR does stand to make money once everything is paid up.
If Supra can meet my business needs as an agent, I’m all for it. Right now, I’m not so sure.
In case you haven’t attended any of the recent Association meetings or heard, Sentrilock revised their quote for conversion. My understanding is that it’s a one for one lockbox conversion and the new price is VERY close to the Supra quote. So, it seems it’s back to functionality and user preference. I understand that a final survey will be put out at the Tradeshow in September and the BOD will make their final vote soon thereafter. I urge everyone to attend the Tradeshow, talk to both vendors and vote for what you think is best for everyone.
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I have 10 like new supra boxes for $50 EACH. IF FAAR changes over to sentrilock then they should exchanage 1 for 1 , like they did when we chagned form the gray boxes to supra boxes. These are in excellent condition!
I’ve been meaning to mention this for the past two weeks, but haven’t had time.
Two weeks ago I was entering a new listing on the Supra site. Low and behold some other agent’s information and his client’s name, etc show up under my listing and the assigned lockbox. I decided to call Supra to see what was going on. I have to mention I was short on time and really rushed, but needed to get this done. So, upon dialing the Supra number I got some quick beeps and a hang up. I thought I’d misdialed so I tried again. Same thing, I very carefully dialed again, after having checked the number for the third or fourth time. I was in luck – so I thought. After the phone rang a recording of a woman’s voice thanked me for calling Supra and said “goodbye”. I was shocked, but wait, I heard music, so I thought maybe I was acutally being transferred to a human. Not so, the system promptly hang up on me for the third time. I didn’t try again because I had an appointment to get to. But let me tell you, steam was coming out of my ears at this point. So to our board of directors – why on earth would we willingly ensalve ourselves to a system that cares so little for its customers? I’ve tried again to solve my online problems with Supra. I might not be the most tech-savvy person around, but I’m no dummy either, besides I’ve used the Supra site plenty throughout the years, but suddenly I can’t get anywhere with it. As for getting tech support, well, I’m not sure that’s going to happen. I got through to the queu today, but had to hang up due to the long wait time and other business calling for attention.
I would ask the board to think long and hard before committing us all to such dismal service, not to mention no solution to the day code issues – at least I haven’t heard anything yet on the cost of the new lockboxes with the capability for smart phone users, only – and the awful to use web site. We need something that is going to help with our every day-to-day business, not consume endless time to get out jobs done.
I was really trying to keep an open mind but Supra is making it very difficult!
Elsa,
Thank you for this information. I have always been critiacl of the support given by Supra, especially when owned by GE. I thought that their new ownership had improved Customer Service and my experiences lately have been good. I am concerned by your comments because, quite frankly, I was heavily in the Sentrilock camp due to Supra’s lack of Customer Service.
I would like to encourage all who have run into service difficulties to let us know. I agree that we should not “ensalve ourselves to a system that cares so little for its customers”.
Thanks
Elsa,
I don’t think it’s solely up to the board any longer. I think the membership’s vote at the September Tradeshow will weigh heavily.
There are a lot of things to consider, including money. The Association will take a financial hit by converting and the members need to be willing to give up some other things in order to go to another lockbox system.
Unfortunately, I think that the membership in general, has not looked past the inconvenience of changing over. I think the vast majority of our membership is happy to stay put because it’s too complicated to really learn about all the issues and make an informed decision.
To me there is little doubt that Sentrilock is a better and more innovative system. But is that innovation compelling enough to take a financial hit for the Association and compel the membership to vote for it? I don’t know…
Bottom line is that I salute the Association for all the opportunities they have given the membership to be heard. However, I don’t think the membership has really taken advantage of it. From a comfort level and financial level I think Supra will prevail.
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Thank you Bob and Matthew.
My understanding was the latest figures put both systems at about the same price. If that is so, then as I sit here frustrated with not being able to manipulate the lockboxes as I need to on the Supra site, I have to ask, why stick with the old, outdated system? Supra will be laughing all the way to the bank, that’s for sure. Hopefully most people realize there is a learning curve with anything new, whether it’s a cell phone, computer, new program, or new TV even. In this case, the Sentrilock system is very user friendly, you can do everything you need on line pretty much, easily. You don’t even need to know your shackle codes as your lockboxes recognize you as the owner, just to give an example of some of the functions. The fear of change of ease of staying with the same-old, same-old ends up costing us more time spent doing things that don’t bring us any business.
I agree everything seems to be pointing to staying with Supra and it’s a shame agents haven’t spoken up more about their preferences. But maybe we’ll be surprised by the straw poll!