Subscriber Discussion

Anyone Have Luck Back-Charging Manufacturers For Ongoing Service Calls From Bad Products?

UI
Undisclosed Integrator #1
•Jun 13, 2021

Scenario: Manufacturer ships out bad product which manifests issues multiple times after multiple service calls and known issue unsuccessfully fixed by manufacturer after many firmware loads and many tedious documentation emails and reports to their support team. Replacing this product with something else is not possible because of integration with another system and unrelated to the issues at hand.

As with any good integrator, you look for anything that could be your problem first and check and re-check all wiring, programming, possible issues with power supplies, etc. and can find nothing. Problem keep re-occuring and manufacturer tries to find a solution but the issues caused are costly and risky and causing substantial expense for service calls as well as lost good will with clients.

** **** ***** ***** *********** ** consequential ******* ** *********** ** * legal ***** *** ************* *** *** documented ***** *** ********* **** *** manufacturer ******* ** ***** ****** ** possible ******* ** ********* *******?

*** ****** *** ********* ******* ** convincing * ************ ** **** ** and ********* * ******/********** *** ******** for ********* ******* *********** ******?

* ** ** ***'* *** ... too **** ****** ** ********** ** today's ******** ************* **** ***** **** ion *** ***** ** *** ******* or ************ ****, *** **** **** fail ** *** *** ******* ** hiring *****-***** **** ********* .. *** expect *** ******/********** ** **** *** bill *** ******* ****** **** **** to ** ******* ** *** ***********'* field-based **** *********. **'** ** * cycle *** ***** ********** ** ******** to ** ********* *** ****** *****. Too ***, ***** **** ******** ***** is ****.

(3)
(1)
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Avatar
Jason Neubauer
•Jun 14, 2021
IPVMU Certified

****** - *** ** **** ** much ****** **** ** ******* ** wonder ** ** *** ***** **. Surprisingly **** **** ** ** ******* credit *** **** ********** ********** ** every ****.

****** **** ***** ****** * $*** truck **** ****** *** **** ******** item **** **** **** ***** ***** wattbox ******* *** ** ***** * years *****.

**** **** ** *** *** ****** and ***** **** ** *** ** remove *** ******* (**) ***** ****** over * ********* ***** ** * job * ***** ********* **** *** warranty ******.

(5)
Avatar
Sean Patton
•Jun 14, 2021

* ** ********* *** * ****** and ***'* ******* *** ********** ** consequential ******* ** *************, *** ********** in ** **+ ***** ** ** integrator, * **** *** **** ****** once.

*** ************ ********* *** ******* ***** in *** *** ****** ** * batch ** (**?) ******* ** ********* at ** *******, ****** * ****** of **********. ** ***** ** ****** week **** *** ************ ***** ******** troubleshooting *** ******* ****** **** ******** the *****. **** *** * ************ we **** * ***-***** ******* **** and *** ******** ** ******* ** sales ******.

**** ** ***** *** ************* **** slightly ****** ** ** *********, *** I **** **** ********* ********* ** the **********. *** ************ **** ** new ******* (*********?) ***** ********, *** reset *** ******** ****** ** *** date ** *** ************ ** *** new *******. *******, **** *** *** directly *** ** *** *** *************** time, ** *** *********** ****.

** ************* ** **** *** *** dealer *********, *** ************ *** *** responsible *** ******** *********** *****. * did *** ***** *** **** *** agreement ** * ***** ********. *******, from ******** ** *** *********** ** the ***, *** ******* ****** *** a **** **** **** ***** *** an ********** **-** ****** ** ******** on *** **** $* ******** ** thousands ** ******* ** *****. **** also ******** ** ******** *** ********* dollars.

(6)
Avatar
Jason Neubauer
•Jun 14, 2021
IPVMU Certified
In reply to Sean Patton

**** - *** *** ******* ** everything. **** ** *** **** **** those **** ****** ********** **** ****** reads.

** *** *** ****** ******* **** distribution - **** ****. *** **** to ** ******* * *** ** product ** **** **** *** *** consider ***** ********.

(3)
UI
Undisclosed Integrator #1
•Jun 14, 2021
In reply to Sean Patton

***, * ***** * **** ** down *** ******* ****** ***** ... seems **** ** ** **** ****** and **** **** *** **** ** get * ************ ** "**** ****" on * *** ********* ** ******** out **** **** ******* ** ********* a ******* ******** ** * ****** job **** ********* * **** ***** to ** *** **** ***** ********** department.

(1)
UM
Undisclosed Manufacturer #2
•Jun 14, 2021

** ** * **** ********* *** to ** ********** **. ** * security ************, ** ** *** ***** best ** ****** **** *** ******* is ********** **** ********** (******* *** ONVIF *** ********** *** ***) *** occasionally ** **** * ******** ******** platform ** *** **** ******** ******* performance ** ****** **** ********* *** products.

******* *** ******* ** ********* ****** up ** ********* (** ** ******** as ************) *** ******, ***** *** instances ** ***** ******** **** ***** manufacturers ** *** **** ********/*** **** are ********** **** **** - **** pointing ******* *** ******** *** ************** so

* ******** ******* ************ **** *** have ** **** **** *** ******** to ****** **** *** ******* ** resolved - **** ***** ******** *********** dialogue *** *********** ** ******* (********* of ***** *** ‘*****’ ** *** around *** **** **** *** ****** VMS/Software ******** ** *** ***** *** loaded **** ************ ** ****** ********* attention ** * ********** ***** ************ and ******* ***** ******* **** *** issues!)

*** ********** ********* ** **** ********* deep **** **** **** ***** **** often ****** ** *** ************* ********* and ****** ** ** ******* ********* fixes **** *** ***/******** ********

*****, * ***** *** ‘*********’ ***** has *** **** ** ******** *** source ** *** ***** ** *** product, **** ***** ** *** ** one ** *** ***** ** * combination ** ****

UM
Undisclosed Manufacturer #11
•Jun 15, 2021
In reply to Undisclosed Manufacturer #2

***** ** *** *****. ***** *** much *** ************.

UM
Undisclosed Manufacturer #3
•Jun 14, 2021

**** **** ************* **** ** **** that **** ****** **** **** *** when ****** ***'* ** ****.

******** **********.

*** ** ******** ****** **** **** support.

****** **** ***** *** *** *******.

** *** ***** ********, **** **** "A" ***** ************* ****.

***'* ******* *** ***** ******* ***** it's * **** ******. **** ******** employees *** **** **** ** **** as *** "*****" **** **** **, the ******** **** ** ****** **** to ***** *******.

*** **** ******* ******* ******* ** tell, *** * *** ******** ** a ***** ****** ******* **** *** not ******* ** ********. *** ***** was **** *** *** **** ******** the **** ******** **** *** *** factories "******* ************". *************, *** ************ did *** ******* **** ******** ***** not **** **** ************ **** **** met *** "******* ************"

*** ************ ******** *** ************ *** upgraded *** ******* ** ***** **** of ************* $****. **** **** **** the ***** "******* ************" *** *** their **** ******, *** ********* ******* what *** ******** *** **** *************. The ********** *** **** *********** *** his ****** ****.

* **** ***** **** ************ *** not ********* **** ****** **** ****** go *****. **** **** **** *** reps *** ******* *********** **** ****** go *****...**** **** ** **** **** business.

(2)
(1)
UD
Undisclosed Distributor #4
•Jun 14, 2021

********: ************ ***** *** *** ******* which ********* ****** ******** *****

* **** **** ** ********** **** stuff *** *****'* ***** **** ** before *** ********.

**** ******** **** ********** ********** ** essentially * ********* **** ******** **** lightning, **** ** **** ****** *** kicked ** *** ***** **** ** the *****... **** *** ** ***** ?

(1)
(4)
(2)
(1)
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JH
John Honovich
•Jun 14, 2021
IPVM

#*, * **** *** * *****, an *********** *** * ********...

*** ******* ** *** **** ***** testing **** ******* **** ** **? And **** *** ***** ******* ******** reveal *** ****** ********? **'* ****** and ** ***'* ******* ******** ****** that *** ***** **** ********** ********* in *** *****, ***/**?

(1)
UD
Undisclosed Distributor #4
•Jun 15, 2021
In reply to John Honovich

** ** *** ** *** **** support ****, * ****** **** **, IP ******* ********** *** ******** ****** would ********* ******** * ***** **** the ******* **** ** *** ****.

********* ********* ****** ***** ** ** doesn't, *** ****** * ***** ****** of **** ** **** ** ****** onsite ***** **** * ***** **** out * *********** **** ****** *** tech **** ** ****.

** **** ***** **** * ******** trust *** ********** ** **** **** are ******* ** **** **** **** for ****, ********* * **** ** start **** ******* *** ******** **********, especially *** *******, *** ***** ******, a *** ** *** **** *** the ******* *** *** *** *******...

********* ** ** *** *******, *** when *********, *'* **** **** ***** to **** *** * *** ***.

*** **** ** ******* **** ** this ****...** ** ********** ***** ***** for ****** **** ***** ******* *** products, **** **** **** * *** to **** ** ******* *** ** on *** ***** ** ** **** Viewer ********* **** ******* *** *** product **** *** ***** ** ***** to ** *** ******* ** ******* or ********* ************* *** *** *** product ?

******* *** **********

(1)
UD
Undisclosed Distributor #6
•Jun 15, 2021
In reply to Undisclosed Distributor #4

** ** ********** ***** ***** *** wasted **** ***** ******* *** ********, does **** **** * *** ** send ** ******* *** ** ** the ***** ** ** **** ****** providing **** ******* *** *** ******* when *** ***** ** ***** ** be *** ******* ** ******* ** something ************* *** *** *** ******* ?

*** ******. ***** **** ******* * would **** * ***** **** ** - **% ** ** ******* **** is ***** ** **** ** *** not ******, ** *** ******* *******, or **** *** ***** ****** ***** is ******* ******.

****** *** ** **** * **** for **** ****** ****.

** * *********** ** **** *** the ***** ******** ** ********* ******* from ******** ************, *** *** *** from ** ******* ** ***** ****** - **** ** **** **** **** gear **** *** * ********* *****, please ****** *** **** ***** ** date. **** **** *** ********* ** will **** ******* *** ****** ***** to **** & **** **** * freebie **** *** ***** *******. *** other *** ** *** ******** * manufacturer *** **** ** ** ********* about **, ** **** ***** **** this ***** ******, **** * ***** that *** ********* **** ** * other ********** **** *** ***** **** issue, *** *** **** ******** ******* to *** ************ **** **** ***** reports.

U
Undisclosed #7
•Jun 15, 2021
In reply to Undisclosed Distributor #6

**’* **** * ******** ***** **** we ** **** *** ****** ******** game. ** *** ****, ******* ****** gets *********. ** *** ***** ******* trucks **** ********* ***** ** **** worse.

***** ** *** ****** ***** ** be *** **** *** ** *** only **** ***** *** ********* *****, but **** ********* *** ******** ***** on **** *****. ** *** ** that, ** ***** *** ********** *** the ******* **** *** ************ ***** business. *** *** $**** ** ******* all **** ****** ** ** ** one ***. ************* *****. *******, * was **** ** ***** ********** **** on ** * ***. *** **** integrators, **** ** *** *** **** and ** ***** ** **** ******* getting ***** *** ** *** *****. my ******* ** *** ************ ****** do ********** ** ***** ***** ** support *** *********** *** ************.

(2)
(1)
UI
Undisclosed Integrator #5
•Jun 15, 2021

* ***** **** ** *** **** of ***** "*" ***** ************ **** and ******* * ******** **** ******** a ****** ********* ** **** *** bad *******. *** *******, ***** ****** support **** ******** *** ****** ***** to ** ******* *** ** ******** to ********* * *********** ****** * small ******** ****** ** ******** ** the ********** *** ******** ****** ***** in *** ****.

***** ** ******* ** *** ******** industry * *** ******** ** *** decking ******** **** *** ***** ********** of ********* ********* **** ***. ***** was * ***** ** ******** ****** with *** ******* ** **** ****. The **** ************* ***** ******* *********** product *** * ***** ****** **** to **-******* *** *** *******. ** was *** ****** ********** ** ********* but ** ***** ** **** *** taking * **** **** ** ****** good **** *** *******.

** *** "*" ***** ************ ***** want ***** ** **** *** "**** product" **** **** ** ** * warranty **** ** ******** *** ***********.

(2)
UD
Undisclosed Distributor #4
•Jun 15, 2021
In reply to Undisclosed Integrator #5

* ***** **** ** *** **** of ***** "*" ***** ************ **** and ******* * ******** **** ******** a ****** ********* ** **** *** bad *******.

***** *** *** **** *** ****** to **** **** ?

** *** **** $*** ****** ** actually $*** ******* ** ***** **** 1hr ****** *********** ********.

(2)
UI
Undisclosed Integrator #5
•Jun 15, 2021
In reply to Undisclosed Distributor #4

** *** **** $*** ****** ** actually $*** ******* ** ***** **** 1hr ****** *********** ********.

** *** *********** ** ******* ******* that *** ******** *** ** **** in *** ******** ****** ** ***** be **** **** *% ** ******* that ******* *********** ******** *** ******** labour.

*** *** * ***** *** * premium ** **** *** **** *** of ******* ** ******** ******* ** a ***** *******.

(1)
UI
Undisclosed Integrator #8
•Jun 15, 2021

**** **********. *** *** ********/****** * always ***** ** ** *** *********** or ************ *** **** *** **** they ****** ********** ** *** ******** troubleshooting *** ******. ** **'* * particularly ********* ******/****** * ** **** insistent ***** ** *** ** ** least *-* ********* **** **** ** mind *'** *** **** ******* **** type ** ****** ** ***** *** labor *****. ** ******* **** ******, this ** ******* ** *** **** of * ******** ** * ****** order, *** ***** *** **** ******* and ********. ** ******* ******** *** mfr **** ** ***** *** **** IP ******** ** ****** ******.

UI
Undisclosed Integrator #9
•Jun 15, 2021

**’* **** **** ** *** ************ cough ** *****. *** *** ************* have. ***** **** *** **** **** vehicle ** *** ********** *** * repair, **** ********** ******* * ****** bill ** **** *** ***** *** what *** ****** ***, *** *** manufacturer (****/****/***) *********** *** ********** *** in **** **** *** ******* ******* and ***********.

(1)
(1)
Avatar
Sean Patton
•Jun 16, 2021
In reply to Undisclosed Integrator #9

*******, ******* ************* ** *** **** pay ******** *** ********** **** ****** to ** *****. ***** *** ******** warranty *****, *****, ********* ******* *********, recalls, **** *** **** ******* ******* by *** ************. **** ** ** this ****, *** *** ********** ** stuck ** *** ****** ******* ******* the ******** ***** *** ******* **** the ************.

**** *** **** ******* *************, **** will **** *** * ********** **** for * ******** ******. ** * repair ** *** ********* *********, ** the ****/****** ****** **** * ****** time ***** ********, *** ********** ******** has ** ***** *** ***** ** repeat ********.

UI
Undisclosed Integrator #10
•Jun 15, 2021

*'** **** ** **** ***** ** this **** ** *****, ** * RSM *** * ************, *** ** an **********. ****** ****** **** **** sides ** ** ******** ********** **** you ***, ****** *** ************* **** support ******* ** *** **** ******* and ********* ***********, ****** *** ************* RSM *** ** **** *** ***** suspect ******, *** **** (******) ******** on *** ***** ** **** **** it ***** ** ***** ** ************. In *** **** ** ** **********, we *** *** *****, *** ***** got ********* ** * ****** ****** engineer, *** **** ********** * ** issue. **** ************ ********** ********, *** free, *** ***** ********* ** * regional **********, *** **** **** ******* with ** ******* ****** ** **** cover *** ***** ****. *** *** IMO *** * **** ************ *** handling *********** ** * ************ *****, and *** ************* ******* *** ************ with * ***** *** ****.

**** ********, ** ** ***, * "needle ** *** ********" **** *************** between * ********** ** ***** ***** was ******* ******* ***** ***** *** event ******. *** ********** ******** *** above, ******* ** ** *** ***, and ** ****** ******* *** *****, resulting ** **** *********** *** *** the ******, *** ** ******* ****** equal ** *** **** ** *** boards ** **** ***** *****. * think ** *** *** **** * lot ** ********* ** ****.

* **** **** **** ** ***** be **** *** * ************ ** cover *** ***** ***** *** ** integrator ****** *** *** **** ************* of **** ***** ******** ** *** problem. **** ********** ************* ****** ********* the ***** ** ******* ******** **** the *** *** ** ******, *** will **** **** *********** **** **** a ********** **** ** *** *****.

Avatar
Eddie Notgrass
•Jun 16, 2021

****** **** ** *** ******** *** 27 *****, ** **** *** **** this ********* ******* *****. ************, ** have **** ****** ********** ** ********* our ******** *** ********* *** ***** when ** *** ********* * ************ issue.

* ********* **** ** ******* **** the ***** ************'* *** ****, *** the ***** *************.

* ***'* ******* *** ************'* *****, but *** ******** *** ** ***** is * *** **** **** **** to *** *** ** ** ***** situations. * ***'* ***** ** ***** have **** ********** ******* ***** ****. We ******** *********** ********* ** ** cost, *** ****** ** *** ******* to ********** *** ***** *************** *** replacing *** *********.

* ********* ********* *** ******* *** products ** ************ **** **** ****** "right", *** * ******** ** *********** products *** ***** **** ****'*.

**** ****,

*****

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