In my experience Avigilon has a good VMS and cameras that range from sub-par to excellent. But having to deal with their customer service and broken promises made us realize that if you're not moving $1M+ per year they don't care about you. Period.
In 2010, we installed an Avigilon system for a high profile client (TransAmerica, San Francisco). We had Avigilon involved with the system design, which used Avigilon 5MP JPEG domes. The picture quality was not acceptable. After 10 phone calls, remote access to the system and having the local rep on site--everyone agreed the picture was sub par. Avigilon's solution was for us to wait for the H.264 auto focus domes that were launching and replace them at out cost. I don't know about you, but that's unacceptable. We dropped new Avigilon projects after that project.
Avigilon came to us in January 2013 and solicited our business again. I explained to the new sales rep the past issue and he promised they would take care of us. I had an active 24 camera Pelco project that I switched to Avigilon. Avigilon answered the 1st series of tech questions, then strung us along for 60+ days because they didn't want to answer the questions. One I specifically remember was about integrating Pelco D PTZ cameras through Avigilon encoders. Now I know why they wouldn't answer, it came up later on IPVM that there was a 25 second delay on PTZ response. The professional thing to do would have been to not string along and tell us of the issue.
By that point it was June and Avigilon was still not responding to us. I elevated the issue to their VP of Sales. Their response was you moved $0 in business in 2011 so we're terminating your partnership agreement. I moved $0 in 2011 because you failed to service us. I never would have gone back, but you solicted me. When I asked for a response to reasonable questions you left me hanging.
I had such a bad experience with Avigilon, not only would I never install Avigilon again...every time I get asked about them I stop what I'm doing and tell people why I won't use them.