Subscriber Discussion

Experiences With Hikvision USA Support?

FM
Frantz Mathias
Oct 06, 2016

Hi

I am befuddled by Hikvision Support. I don't know what to make of it. I would ask a question and would be pleased to receive a support ticket and not so pleased to often receive as well numerous out-of-office auto-replies (?!?).

Most of the time however after that barrage of acknowledgement of receipts of the query.. Nothing, no reply, no explanation. Nothing ..I have written to Hikvision Sales.. Not much reply on the matter they simply transferred my query to Support which this time answered my question. Case is never truly closed but ...

case in point I recently asked to tell me if their face recognition software would initiate a search with a picture .. Which seesm to be implied in their iVMS 4200 literature. I even copied that part , No reply, Zilch, Nada. Zero :).

Has anyone else experienced such bizarre behavior from Hikvision USA Support? I will try to call them to voice my beef  but I prefer e-mails. I can come back to these later to solve similar problems not so with voice conversations.

MC
Marty Calhoun
Oct 06, 2016
IPVMU Certified

So which manufacturer do you work for?

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JH
John Honovich
Oct 06, 2016
IPVM

Marty, you are out of line. Frantz is not a manufacturer.

Surely you have positive experiences with Hikvision to share. Why don't you do that rather than attack your fellow integrator?

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MC
Marty Calhoun
Oct 07, 2016
IPVMU Certified

I am curious how it is definitively determined where someone is employed, but this is your world.

Sorry If I offended maybe I should have pointed out that there is no mention of names, state, region or even what part of the county, dont you find that odd?

He just needs to be directed to the right person, HIKVISION is not terrible and you know that as well.

JH
John Honovich
Oct 07, 2016
IPVM

I am curious how it is definitively determined where someone is employed, but this is your world.

Marty, you are embarrassing Hikvision with your tactic here. Why take such a negative approach? Do you have any proof that Frantz is not an integrator? Do you think I did not check our internal details before posting?

Every company has tech support issues from time to time. Do you think Frantz and other integrators reading this are going to feel better about Hikvision that when they have a problem another Hikvision dealer attacks them as being from a rival manufacturer?

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JR
Jeff Russo
Oct 07, 2016
IPVMU Certified

My experiences have all been positive. Wait time maybe a little on the longer side but nothing unusual. They tend to have me hook a computer up to the NVR and they remote in and within minutes they have me sorted out.

EDIT: and they speak english

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UI
Undisclosed Integrator #1
Oct 07, 2016

Other than maybe our RS2 rep or our Avigilon rep who happens to live in our small city, Hikvision has had the best and most responsive sales engineers. Maybe just call your sales engineer with your support issue.

(1)
U
Undisclosed #2
Oct 07, 2016
IPVMU Certified

Wait time maybe a little on the longer side but nothing unusual.

Maybe just call your sales engineer with your support issue.

He prefers e-mail.

(1)
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