Axis Claims Tech Support 'Stays With You All The Way' 'No Matter How Difficult Or Complex'

JH
John Honovich
Jun 05, 2017
IPVM

See video:

Those who have used Axis tech support, what do you think? True or False?

(1)
UI
Undisclosed Integrator #1
Jun 05, 2017

I think it is a fair representation.  While Axis cannot ultimately be responsible for issues specific to the VMS or NVR that their product attaches to they are quite helpful even on that front. I particularly like their online chat support programs, consistent follow up even when not wanted("I fixed the issue a week ago"), and a quick RMA service.  I don't think they have the best support in the industry but it is pretty close.

(1)
UE
Undisclosed End User #2
Jun 06, 2017

I've had nothing but good experiences with them. If a camera failed under warranty for whatever reason, and that's been rare so far, they've taken care of it promptly. I've had to a couple of times contact them about behavior of their brand new camera models, and they've been more than happy to set up phone calls / remote sessions and implement a firmware fix for me to try out. They haven't failed to fix an issue I've contacted them about.

I think my main takeaway from Axis is I get to the support level for the problem rather quickly. Other companies I've dealt with in the industry (not necessarily camera manufacturers) generally have some first level support that either don't understand the problem or are reluctant to escalate it to the proper people. Axis just tends to route it where it needs to go right off the bat for me.

(2)
AW
Amos Wipf
Jun 06, 2017

Axis support is exceptional. Their online chat is great and escalates you up the support chain quickly if needed. RMA's are prompt and warranty replacements are never an issue. Have to say this is true.

(1)
U
Undisclosed #3
Jun 06, 2017

There is no way any company could make a video like that if the market consensus was wildly different than the messaging used.  So their support team must be at least decent.

Imagine if Arecont did the same kind of video... people's spleens would be in danger of rupturing from the excessive and explosive laughter it would cause...  just sayin'.

(2)
JC
Jorge Corrales
Jun 07, 2017
IPVMU Certified

I called Friday for a bad camera, received an advanced replacement today Tuesday 👍🏽

JH
John Honovich
Jun 11, 2017
IPVM
JH
John Honovich
Jun 17, 2017
IPVM
Avatar
Joel Kriener
Jun 18, 2017
IPVMU Certified

In combination with working with our Axis representative, Axis customer support does a good job of followup and communication with me in the past and present. I always say there is room for continuous improvement over time for any service but in general they have the needs. 

UI
Undisclosed Integrator #4
Jun 18, 2017

In general for simple camera configuration issues or RMAs Axis has been pretty good IMO, that is until Axis decided recently that they would rather provide professional services themselves rather than train or support their integrators (I guess their field engineers need to generate PS revenue now).

Heard a recent story of an Axis RSM building a "solution" for an integrator that involved third party analytics. They didn't mention that this third party analytic would require a specialized fat client to program individual cameras and that this fat client needs to be installed on each technicians computer in order to setup/service the system. Axis would not train the integrator's tech during the proof of concept demo (that I presume they paid for, but don't know for sure) stating that the configuration and fat client licensing was too complex, but rather would offer professional services from one of their field engineers to go out and program each site - for a minor fee of course :).

Now to be fair, I don't have all the details and heard this second hand, but their marketing campaign is a little too warm and fuzzy for my taste. It leaves out too many edge cases, specifically where complex integrations are concerned. I've personally had a time or two where an RSM or field engineer has thrown their hands up claiming that supporting complex integrations were not in their scope.

 

(1)
JH
John Honovich
Jun 21, 2017
IPVM

#4, thanks for the feedback. I asked Axis to comment in general about having a professional services organization (which I did not even know they had). Axis response:

Axis professional services is a for hire organization to help augment and enable our integrators and specifiers when they need us.  It is not a substitute for our support organization or how they function.  We are two separate teams.

JH
John Honovich
Jul 21, 2017
IPVM

Axis with another technical support marketing piece / blog, "Why the best technical support treats you like a person and not a number"

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