"New" Arecont Fixes Failures "Without A Fight"

By IPVM Team, Published Jun 05, 2019, 09:45am EDT

The "old" Arecont was infamous not only for its camera failures but for making their "partners" fight to get them fixed. IPVM drew the ire of Arecont especially for our 'worst' camera manufacturer rankings where beleaguered partners would vent about product and support 'failures'.

The "new" Arecont, post-acquisition by US company Costar Technologies says things are different. One integrator spoke to us about how he had some camera failures in early 2019 and how Arecont fixed it and how it was different from his previous experiences with the company.

In this note, based on our talks with Arecont and the integrator, we examine the following topics:

  • How working with Costar was no longer a fight
  • How they don't push VMS or network failures back on integrators anymore
  • How American-made helps
  • How support has changed
  • What the details of the Arecont failure were
  • What the details of the project were
  • Company overview
  • How aggressive pricing helps them compete against Hikvision and Dahua

Company ********

*** ******* *****/******* ** **-****-*** integration ************ *********** ** ******, **********. ** **** the *******'* ******** ** a **********-***** *** ** industrial, *******, ***** ********** and **** ***********.

How ******* **** ****** ** ** ****** * *****

***** **** ***** **** been **** ******* ** Arecont, ********** *********** ****** **** ** 2018, *** **** ***** changes **** ***** *** "fight" *** ** ******* with ****, ********** ** RMAs, ***** **** ** be "** *****":

*** *** **** ** that ** ****’* * fight. ** *** ****, the *** ******* *** an *****, *** * just ****** **** *** said: "***, **** ** what’s ***** **." *** they ****: "****, **’** take **** ** **."

******* ** ********* ************* ************ **** *** ** the **** ******* *** changing *** ** *** pushing *** ** ********** failures **** **** *** customer:

** * ******** *** an ************ ******* ** now **** ** **** as * ******* ** our ****** *** **** for **** ** ******* it **** *** **** iteration. ** ** ***** there ** * ******* with *** *** ** Network, ** ** ** longer ****** **** ** the ********, *** ** prove *** *** *******.

***** **** ******* **** Arecont **** *** **** like "***** ****" *******:

********** ***** ****** ****** them, **’* *** * fight *******. **’*: "***, here ** **." **’* not *** ***** ****. It’s: "***'* *** ** fixed. * **** ***’** onsite, ** **** *** go."

How ******* *** *******

******** **** **** ******* at ******* *** ****** changed ***** *** ****** acquisition **** **** *** empowered ** **** ********* to **** ***** *** customer's *******:

* ***** ** **** at ***** *** *** power * *** ** an ******** ** **** the ******* ********* ** in ********** *** ********. That *** *** ******* change ** ******* ******* for ** **** ******* Arecont ****** **** ** 2011, *** *** **’* back. *’* ********* ******* about *** ******** **** top ********** *** *** way ** *** ******* board ***** ******** *******.

***** ****** **** ******* with ******* ******** ** different **** ******, ****** that **** **** ****** to **** ** "**** care **" ******:

* ***’* **** ****’* happening ** *** **** end *** ** ***** like ******* * **** with ****’** ******: "***’* get **** ***** **** of ***** ***. ***’* not **** **** * 3-phone-call- ** * *-*****-****-** thing."

******** **** **** ***** were ******** ******** *** strategies *********** ** *** back *** **** **** helping ** **** * change ** ******* ********:

** **** ********************** ***** ************* *******. ***** *** systems **** ******** ********* and *********** ********* ** when * ******** ***** for *****, *******, ** an *** *** *** information ***** **** *** their ******** ** ******* available ** *** ****** helping ****.

What *** ******* ** *** ******* *** ******* ****

***** **** ** *** working ** * ***** school ****** ******* ** the ********* ** **** when *** ******* ******* failed ******* ***** *****:

**** *** ***** *** cameras. ** *** ***. It *** ********** *** biggest ** *** ****. Since **** **’** **** bigger. ****** * ***** time ** ***** ******** two ******* ******.

*******, ***** **** *** project *** **** * long-time ********, ******* *** reputation *** **** ******** were ** *** ****:

**** **** ***** *** hung ** ** **** sight, * **** ****** everything ** ** ****** and * ****** ******** to ** *****. **** it’s ******* * * month ******* *** *** need ** *** *** send * *** **** to *** *********… ****’* a ****** ******* *** in *** ********’* ****. It ***** *** ** you. **** *** * client **’* *** *** years.

***** **** **** ** called ****** *** ** the ******** ** ****** sure *** ******* **** to ********** ******** *** quickly, **** *** ********* atypical. **** ******** *** with * ***** ****** of ******* ** **** on **** *** **** ready ****** ******* ******* occur:

* *** ****** ***** that ******* *** ****, they ****** ******* ** and **** ** *** the ******** **** ****** good. **** **** ** a ***** ** ***** cameras ** **** ** site. ***** ** ** 15 ** ****. **** said: "** *** **** this ***** *****, ** get *** *** **** hang ** ** *** see ****’* ***** **."

How ********-**** *****

***** **** **** ** addition ** *** ********** pricing ** ****** *** Chinese **** ** *** bottom, ************* ***** **** Arecont *** ****** ****:

*** **** *** ***** hacking *****, ** **** it ****** ** *** in ***** *** *** the [*** *******] ***. It ***** ***** ** tell ******* **** ***'** using * ******* **** is **-****.

*******, ***** ******* ** an ******** ******* *** its **** ** **** is ************ ** *** US, *** ******* **** is ************ ** ***** using ****** *********.

How ********** ******* ***** **** ******* ******* ********* *** *****

***** **** **** *** of *** ******* ** the *** ******* *** been *** "**********" ******* on ***** *** ****** Contera **** *** ******* Micro ******, ***** ****** him *** * ****** bid ******* *********** ******* Hikvision *** ***** ** a ***** *** *******:

* ****** **** ******* a ****** *** **** their *** *******. ** were **** ***** * gas ******* ******** *** we **** ********* ******* Hik *** ***** *** we **** ***** **** to *** **** *** because ** **** *** the **** ********** *******.

*******

******* *** ********* *** its ***** ** ******** over *** *****—*** ** the *** ********, ********* RMA *******, **** *******—***** have *** ** * poor ********** ***** ***********. They ****** ** *** bottom *** ******** ************* in ********** ************ ************ **** report.

****'* * **** *** back.

*******, ** **** *** make *** ******* *********, they **** * **** of ****** **** *** they ***** ******* **** a ******** ***** ** buying ** ******** / ** ***** War ********** ****.

Comments (13)

The big deal is that it wasn’t a fight. In the past, the RMA process was an issue

I genuinely hope Arecont is new and better but, my goodness, this underscores how bad of a company Arecont was. It's like being happy because you are not being beaten anymore...

Agree: 9
Disagree
Informative
Unhelpful
Funny: 7

Good news is rare lately. This is refreshing to hear.

Agree: 3
Disagree
Informative
Unhelpful
Funny

My personal experience is that Arecont Support is really better now even though I have had no major issues with support before the Costar acquisition.

Agree: 1
Disagree
Informative
Unhelpful
Funny

I guess the good news is Arecont set the bar so low the only option is to improve the support.  Glad to hear this is getting better for Arecont finally!

Agree: 4
Disagree
Informative
Unhelpful
Funny: 5

True, but at least it appears as though they are trying.  It sounds like old Arecont may have had a toxic culture.  Perhaps new Arecont will continue the positive feedback from above and rise from the ashes stronger than before.

Agree
Disagree
Informative: 1
Unhelpful
Funny

As one of their reps, we’ve seen more activity in the last 3-4 months than we saw in previous years...Shane Compton deserves a lot of kudos for where he is steering the team.

Agree
Disagree
Informative: 1
Unhelpful
Funny

I really haven’t seen issues with the Arecont, although I only use the omni line.  First few cameras were difficult for our VMS, but arecont helped with the fix. I believe it was a particular config.  We also has an issue on an RMA for fixed lenses on the 1st gen Omni (project required wide angle vs narrow lenses). That was bothersome.

I’ve had integrators push the other multi-imagers, the  Omni beat them out on the particular specs we needed. They are clean looking.  I use them vs any other multi-imager - particularly because they were first to market for the multi imager - which solved a big challenge and they continue to improve over the years.  I also select them because they are USA based.  

Agree
Disagree
Informative
Unhelpful
Funny

FYI, Arecont can offer a full “Made in the USA” solution if using the Mega Camera Products paired with the Contera VMS/Server Line.  

Agree
Disagree
Informative
Unhelpful
Funny

I'll just point out the integrator you're citing is in Fresno, and Arecont has created an office in Fresno because that's where their new CEO lives.

Finding a dealer who isn't in the backyard of an Arecont/Costar support office and getting their read would probably be a little more indicative.

Agree: 4
Disagree
Informative: 1
Unhelpful: 2
Funny

I can say my experience with tech support this year has been great.  Only 3 times, 2 RMA's.  All were easy.  But I'd also say I had no problems with RMA's previously, and I did have my share of RMA's to process in the past.  I completed most of them online directly in their old ticket system and then their subsequent online portal before the switch the newest zendesk.  I actually like the new one the least of the three systems.   I also had a direct repair/demo account with them that may have made things easier to facilitate. 

Agree
Disagree
Informative: 1
Unhelpful
Funny

but... have they changed the architecture.  That sucked too.  Fixing the bad attitude is certainly an improvement but if it's the same old stuff...

 

Agree: 1
Disagree
Informative
Unhelpful
Funny

Does anyone know if the Contera VMS is a native Arecont/Costar product? I've seen screenshots, looks like a re-skinned Exacq?

Agree
Disagree
Informative
Unhelpful
Funny

It’s OpenEye’s VMS, re-skinned.

Agree
Disagree
Informative: 1
Unhelpful
Funny
Read this IPVM report for free.

This article is part of IPVM's 7,101 reports and 941 tests and is only available to members. To get a one-time preview of our work, enter your work email to access the full article.

Already a member? Login here | Join now
Loading Related Reports