We have been specialists in the sale and consultation concerning tour guide systems (meaning – so-called tourist headphones) for close to twenty years now. It was MEXPO that introduced the highest number of new models of guiding system to the Polish and European markets, including such hits as the cult red WT-300 or its successor – the digital WT-300D. We sell thousands of sets annually, we co-develop new models, we provide consultation and analyse the needs and expectations of customers. We can boldly say, that we know all the ins and outs of tour guide systems. This is why we are always on our toes in terms of the solutions available on the tourguide systems market so as to be able to offer our customers only the most reliable, fail-safe and highly functional models. Recently, we have tested the purchase process of systems from a Chinese manufacturer who is gaining popularity among others thanks to their interesting price and availability across popular retail platforms. It was our objective to objectively assess the technical capacities and the customer service quality.

The purchase process and our impressions

At first, we wanted to order the equipment directly through a customer service representative, but e-mail communication turned out to be quite a challenge – some of the messages were not understandable to us (with translation software most likely used to write them), with responses coming in at huge delays, making the purchase process rather time-consuming.

We also had some additional questions, not only technical in nature. We wanted to find out if, in case of a breakdown of the hardware, the company would offer warranty and post-warranty service. We expected any service point to be found in another country, and therefore we also asked about coverage of any possible postage costs. The seller provided us with no concrete answer, only recommending e-mail contact in case of equipment breakdowns.

Despite us having provided our data and several please on our part, we could receive an invoice for a long time, as this would serve as the basis for any sort of bank transfer, and hence we elected to order the equipment directly via one of Poland’s most popular retail websites. According to the message found at the site, delivery from a European warehouse was supposed to take 2-3 business days, but the wait time extended significantly. It turned out that the model we selected is shipped from a different location, and we had to wait approximately 10 days to get it. Nobody notified us about this before the purchase.

The package we received included properly secured, complete equipment that was ready to work out of the box. The set, however, lacked any instruction manual in Polish and offered no detailed technical specifications.

What should one keep in mind when purchasing a tourguide system?

• Forms of purchase and customer service – it is worth it to select systems that are available both online, as well as from a consultant, with service available in several languages – this provides ease of contact and makes it possible to resolve problems quickly.
• Warehouse and service availability – allowing for a quick delivery and easy access to repairs, reducing downtime. All information on the after-sales service process and any repair service should be provided very specifically and clearly on the website or in customer correspondence.
• Multi-lingual documentation – manuals and technical specifications in a language that is understandable for the user helps one to correctly use the equipment and avoid errors, and manuals available on-line simplify work with tour guide systems when travelling.
• Option of testing before the purchase  – free rental of equipment for the purpose of tests allows one to make sure that the hardware fulfils the needs of the user, helping to avoid wrong purchases.

Summary

Chinese tour guide systems may seem to be an interesting and primarily cheaper alternative for customers who don’t have a large budget available. However, keep in mind that there are limitations and risks involved – both concerning customer service, after-sales care as well as the functionality and usable life of the equipment.

It is worthwhile to bet on models by renowned manufacturers that are tried, tested and popular on the market. If there are too few receivers during an event, one could easily lend them from acquaintances or a dealer.

If you are expecting a professional communications solution that won’t fail you when you most need it, and service that you can fully trust – we encourage you to get acquainted with our offer.