Exacq Adds On-Site Hardware Repair

Who "exacqtly" (ha ha) were these "dealers" who demanded this service? The small 1 and 2 person shows with limited knowledge and resources? Why pander to that group? Is Exacq going to be getting demands soon from dealers for installation services as well? So Exacq can handle it all; installation, service and support, and open up the field to anyone with a phone to what essentially becomes free lance sales people for Exacq?

I can't figure out if this is pandering to the lowest common installer or part of a greater plan on Exacq's part, or both.

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Ethan Ace

In reply to Undisclosed Manufacturer #1

Why is this different than on-site Dell or other PC repair, though? Four hour response time on Dell servers has been a common option for years, and I've never heard anyone complain about them offering it. Why is an Exacq NVR different?

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Undisclosed Manufacturer #1

In reply to Ethan Ace

I freely admit it may just be a knee jerk reaction on my part. The difference to me would be it would be Dell doing it, not the VMS company. I know I am looking at it solely through an integrators eyes, so I am going to see this as a possible encroachment by a manufacturer based on a service we provide. But if priced (high) enough, should not be a concern, I guess.

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Brian Karas

In reply to Undisclosed Manufacturer #1

IPVM

I can't figure out if this is pandering to the lowest common installer or part of a greater plan on Exacq's part, or both.

I think this is mostly a game of catch-up on Exacq's part. As I mentioned in the Competitive Comparison section, this isn't ground breaking and a lot of Exacq's competitors already offer similar warranty plans.

Dealers have the option to sell this, or not, and it's on a server by server basis. It could be handy if you have a customer that is at the outer fringes of your standard coverage area and you want to be able to offer them a decent service contract without having to basically dedicate a full tech day for any service call (eg: tech spends 2 hours driving out, 3 hours onsite, 2 hours driving back).

I think this sort of plan can be attractive to larger/enterprise customers, especially those with multiple locations.

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Undisclosed Manufacturer #2

This is probably Exacq`s response to what BCD Video promotes with HP`s on site repair service.

https://www.bcdvideo.com/global-onsite-warranty/

Chances are very good that HP can resolve the problem over the phone and not have to send an authorized repair person to site.

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Undisclosed #3

IPVMU Certified

Is this offer only good for the warranty period?

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Brian Karas

In reply to Undisclosed #3

IPVM

Yes, the product needs to be under the general 3 year warranty period. This on-site repair option can be added years 1, 2, or 3, but not 4+.

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Undisclosed Manufacturer #4

One thing that Exacq explains about their service- that may be different from other Server Suppliers (BCD, DELL, Senica etc) - Exacq claims the 3rd party Service Provider will be trained not to simply repair the hardware, or OS- but to ensure the Exacq System is working.

This seems to be something other services may have missed. Especially 3rd party non software companies.

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Undisclosed Integrator #5

In reply to Undisclosed Manufacturer #4

I agree. BCD/HP, Apple, and Dell all use their on-staff techs (rarely), authorized service partners (more frequently), or a third party workforce program such as Onforce, Work Market, or Field Nation (most common). None of those service providers can do much besides restore the OS to default. Exacq providing someone qualified to work on the VMS itself is highly unique. How they're managing to provide this makes me think they're pulling in their parent companies resources. This might present a whole different kind of issue for the integrators.

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Brian Karas

In reply to Undisclosed Integrator #5

IPVM

Exacq providing someone qualified to work on the VMS itself is highly unique. How they're managing to provide this makes me think they're pulling in their parent companies resources. This might present a whole different kind of issue for the integrators.

I asked Exacq for clarification on this. If the software isn't working the repair-tech can re-image the drive and restore a backup config, that's about it.

They're not trained or intended to do "integrator" type things like debugging why 1 of 20 cameras is not recording or why a POS integration setting is no longer getting data.

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Michael Miller

Exacq claims the 3rd party Service Provider will be trained not to simply repair the hardware, or OS- but to ensure the Exacq System is working.

We don't sell Exacq any more but how do Exacq dealers feel about this? Sounds like another integrator is coming in to fix the system and could possibly take over the account. I know I am reaching but could this happen?

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Undisclosed Manufacturer #1

Und 5 and Michael Miller are underscoring the point I was trying to make, though I did it less definitively and they do it much better. (I too often jump several steps ahead on my points without making them clearer.)

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Undisclosed Manufacturer #6