I was recently contacted by a customer whose integrator pulled a disappearing act. The integrator began the project - ran the cabling, installed the cameras, and seemingly configured the DVR - and then was waiting for the interior of the home to be completed before finishing the install, then stopped answering the phone.
I am not certain what went on between the customer and this integrator, and am not certain that there is any bad blood given that he still has 3 properties monitored by the integrator (burg + video verification) and from what I understand the bills are being paid.
Now, I get involved because he's in the lurch and been referred by a mutual acquaintance. I go onsite to discover that the default password has been changed - I think that this should not be an issue, and a quick fix but oh boy was I wrong.
The DVR is manufacturer by Hikvision and branded DVS. DVS has no representation in Canada, so I contact Hikvision. They tell me that they will not provide support on OEM product (which I can accept), and inform me that the product serial number is registered under a reseller called CCTV Direct here in the GTA.
Now comes the fun part. I attempt to contact CCTV Direct. First of all their technical support team has a habit of picking up the line and then hanging up immediately (happened 3 times). I then contacted the sales line and asked for someone in technical support - I laid out the issue for him:
I am integrator X, calling for customer Y who bought a DVR from integrator Z who purchased a DVR form you (confirmed by Hikvision support). This integrator is in the wind and I require a administrator password reset. I can provide all the information required (serial #, start time, current time, screenshot of device in SADP tool, etc).
His answer was to tell me that I should contact the original integrator who purchased the DVR for support and that no support would be provided to me. When I disagreed with this person and reminded them that they will not answer anyone's call - mine or the customers - he proceeded to tell me it is not his problem and hangs up the phone.
I called back and requested to speak to a manager and explained the entire situation again. I was told that they would need to contact the original integrator to see what was going on and that I would get a call back within 10 minutes. I called back a few hours later only to be told that the manager is "busy". It has now been about 24 hours.
Has anyone else experienced such a run around from Hikvision OEMs? I find it curious that OEM manufacturers are protecting integrators.
I will be trying to reach out to the local Hikvision rep sometime today, but feel like this is a lot of work to get support for a $300 OEM DVR...