The AV Integrator Goes Silent? A Customer’s Guide

Wenn der Medientechnik-Integrator nicht mehr reagiert – Ein Leitfaden für Kunden

Imagine you’ve just had an elaborate AV technology solution installed in your company. Everything seems to be running smoothly until suddenly, the AV technology integrator stops responding. What should you do if a problem arises now? Unfortunately, we’ve heard that this situation is not uncommon, and many customers of some AV technology companies eventually face this challenge.




In this guide, you will learn how to recognize such situations, which steps you should take immediately, and how to better protect yourself in the future. We provide you with practical tips and proven methods to minimize risks and sustainably improve your safety. Additionally, you will gain valuable insights into preventive measures that will help you avoid similar issues in the future.

Explanation of the problem and risks

When an AV technology integrator suddenly stops communicating, it can bring about a series of serious problems and risks. Firstly, the customer may face technical issues that they cannot solve without professional support. Complex audio-visual technology solutions often require specialized knowledge and tools that are not available to the average user. This can result in crucial systems failing or not functioning properly, impacting business operations.

Another risk is the potential for unfinished projects or updates. This could lead to delays and additional costs as new service providers need to be found and onboarded. Additionally, there is a risk of security vulnerabilities arising if systems are not regularly maintained or updated. This could lead to data loss or theft in extreme cases, causing significant financial and reputational damage.

In summary, an AV technology integrator’s unavailability can lead to substantial operational and security challenges. Therefore, taking proactive measures and preparing for potential scenarios is crucial.

Indicators and warning signs

Early communication issues

One early warning sign may be that your AV technology integrator only responds sporadically to calls or emails. Communication is the key to any successful business relationship. If this suddenly falters, you should take notice and question the reasons behind it.

Delays without explanation

Another indication is when agreed appointments and deadlines are regularly not met without a plausible explanation. This not only shows unreliability but may also indicate that there might be larger issues in the background.




Missing updates and reports

Successful projects thrive on continuous updates and progress reports. If these suddenly cease or only occur sporadically, it’s a clear sign that something is amiss.

Immediate measures

Self-analysis and documentation

As soon as you notice that your AV technology integrator is no longer responsive, start by documenting your own communication attempts. Note when and how often you tried to get in touch and keep all emails and messages.

Seek alternative solutions

In parallel, you should start looking for alternative solutions. This could mean exploring other providers or developing temporary internal solutions to maintain operations.

Use internal communication channels

Discuss the issue and plan potential immediate actions using all internal communication channels. This can help bridge short-term bottlenecks and develop a coordinated approach.

Effective communication with the AV technology integrator

Clear and specific inquiries

When trying to reach the AV technology integrator, your inquiries should be clear and specific. Avoid vague wording and get straight to the point.

Escalation of communication

If your initial attempt to contact is unsuccessful, escalate communication. Consider sending an email to multiple contacts within the company or utilizing alternative channels like social media.

Documentation of all communication attempts with the AV integrator

Document all forms of communication. This may be helpful later if you need to consider legal action. Thorough documentation also demonstrates your efforts and can put pressure on the provider.

Smart Building reference project from GMS in Hamburg

Legal and contractual considerations

Review contracts and agreements of the old AV integrator

Check your contracts and agreements with the AV technology integrator. See if there are clauses that can assist you in this situation, such as termination rights or compensation claims.

Get legal advice

In some cases, it may be useful to seek legal advice. A lawyer can help you better understand your rights and plan the next steps.

Preparation for possible legal action

If all communication attempts fail, prepare for possible legal action. This may involve gathering evidence, contacting witnesses, and filing a formal complaint.

Finding a new AV technology provider

Sourcing and evaluation

Start by looking for a new AV technology integrator. Use review platforms, recommendations, and networks to identify potential providers. Depending on your needs, also consider whether the provider can adequately support global projects or operates only in a small region.

Check references and reviews

Check references and reviews to assess the reliability and quality of potential new AV technology providers. Pay close attention to feedback regarding communication and reliability.

Transition Planning

Plan the transition carefully. Ensure all necessary information and documentation are handed over to the new provider to guarantee a smooth handover. It should be noted that the new partner should not be burdened with the predecessor’s issues. The new commitments must have a clear demarcation and a go-live date. This is fair to all parties.

Core values, corporate philosophy, and sustainability

The provider’s core values and corporate philosophy are crucial in selecting a new AV technology integrator. Companies sharing similar values, such as customer orientation, innovation, social responsibility, and sustainability, prove to be reliable partners. Transparent communication, ethical practices, and a commitment to quality and service demonstrate the provider’s aim to nurture the business relationship in the long run. Question these values and ensure they align with your corporate culture.


Moderner Konferenzraum mit Medientechnik von GMS - Showroom Frankfurt Westendtower


At GMS, we embody four core values: curiosity, courage, dedication, and fairness. These values are the guiding principles that shape our daily operations and decisions. Curiosity drives us to explore and grasp new technologies and innovations continually. Courage empowers us to tread new paths and tackle challenges head-on fearlessly. Dedication signifies our unwavering commitment to completing projects of the utmost quality. Lastly, fairness underscores our approach to treating all our business partners and clients with respect and equity, fostering trustful and enduring collaborations.

Preventive measures

Improved contract design

Thorough contract drafting can prevent future issues. Ensure clear communication guidelines, escalation procedures, and penalties for non-compliance.

Regular communication with the AV technology integrator

Maintain regular communication with your AV technology integrator. Regular meetings and updates can help avoid misunderstandings and identify issues early.

Continuous performance evaluation

Evaluate your AV technology integrator’s performance regularly. This can help you react to issues early and ensure the provider meets your expectations.


Collaborating with an AV technology integrator can offer numerous benefits, but it also comes with challenges. You can overcome many challenges by taking proactive measures, ensuring clear communication, and drafting careful contracts. If issues arise, this guide will help you respond quickly and effectively.

Our experts at GMS are always available to provide further assistance and tailored solutions. Contact us today to learn more and elevate your AV technology projects to the next level—even on a large scale or with a global reach.