Best Manufacturer Support 2014

By: John Honovich, Published on Jul 28, 2014

Integrators told us who the best and worst manufacturers are at providing customer support were.

The companies that stood out included Arecont Vision, Avigilon, Axis, Exacq, Genetec, Hikvision, Lenel, Milestone, Pelco, Sony, S2 and Verint.

But which ones were the worst and which the best?

Today, we review integrator's choices for best:

*********** **** ******** **** *** ***** manufacturers *** ** ********* customer ******* ****.

*** ********* **** ***** out ******** ******* ******,********, ****, *****,*******, *********,*****, *********, *****, ****, S2 *** ******.

*** ***** **** **** the ***** *** ***** the ****?

*****, ** ****** **********'* choices *** ****:

[***************]

Strong ********** ******* ********* *** **** *******

************* **** ****, * strong ********** ****** ******* **********'* selection ** ******** ******** (e.g.,******** ** ****************** *****) *** **** *******. Along **** **********'* ********, it ** ***** **** becoming ** ********** ******** relies ******* ** ****** support.

Axis - *** ******

**** *** *** ***** top ******, ******* ** more ********** **** *** other ************. ******** ********:

  • "*** *** ******** ******** through *** ******* *** solved ****** ********** **** limits *** ** *** possible ** ******* **** replaced *** ****** **** zero **** ** **"
  • "** **** * ******* person **** ***** ** with ********** ** **** in ***** ****.** **** **** **** equipment *** **** (*** a *** ***** *********)." 
  • "**** **** * ********* support ****** *** ** rarely ** **** **** to ** ****** *** direct ******* *** *** support. **** ** **** sales *** *********."
  • "************ ******** *** ****** ********** ********* ****** *******."
  • "***** **-**** *** **** support ** ************* *** helpful, *** ***** ***** representative ** ******, ******* and ******."
  • "** **** *** ******** projects ***** ******* ******** were ***********. ******** *** an **** *******, ***** reps *** ******** ******* reps **** **** *** of ***** *** ** assist ** **** *** needs."
  • "***** ***** ******* *** gone *** ** ***** way *** **** *** the **** *** **** to ****** ** ******* different **** ** ****** the ******* *** * success."

*******, ***** **** * few ***** ********** *** Axis ** ****:

  • "***** **** * **** support ***** **** ****** and **** *, ***** more ************ *** ****** never ***** * *******."
  • "**** **** *** *** summer. ** *** ****** quality ****** *** **** are ************"

- ****** ******

*** *** **** *** VMS ********* **** *** very ****, ****** **** for ******.

*********** ************************** ***** ***** ******** to ******* ********** *** features:

  • "*** **** ***** *** be ****, ******* *** level ** ********* *** effort ** ***** ***** support ** *****. **** do *** **** *** run ******* ******** "********" questions **** **** ***** time. * **** **** had * ******** *** that **** ******** * patch *** *** ***** it ****** * *** or * *** *** customer. **** *** *** quick ** ***** *** blame ** ******* ******."
  • "**** **** * **** good **** **** *** documentation ** ***** *** platform, * **** ********** support ****** *** **** also **** ******** ** tech ******* ** *******"
  • "**** ********** *** **** to *** ** ***** with *** ****** ***** of *******. **** **** the **** ** ****** dedicated ** ****** *** issue."
  • "********** **** ******** ** work **** ** ****. They ***'* ******** ** remote ** *** **** a **** ** ******. Sometimes *** *** * new ****** *** *****'* know ** ****, *** they **** ** ***** someone **** *********** ** quickly ** ******. **** also ** ** ********* job ** ******* *** fixes ** *** **** service *******, *** **** always ****** ** ** cases ***** ****'* *** closed *** **** ******."
  • "**** **** **** ******* our ***** *** ******* very ****. ** **** had ******* ********* ***** there **** **** ** the ****** ************* **** ********** ** take **** ** ** by ******* ******** *****."

*******, * *** *********** noted ******** ***********:

  • "* **** **** ** least * ***** ** phone **** ********* ************** and ** ******** * times ** **** ** a **** *** **** technical *********** *** ** the *** * *****'* got **." (******* ******)
  • "*********** ******* ***** *** trouble ************* ***** *** product, ********** **** ***** is ******* ********** ** the *********** ** ***** party ***********. *** ******** are ****** ********, *** it ***** * **** time."

* ****** ** *********** praised *********'* ******* ** problems, ********* ******** ****: 

  • "********* ***** ** **** well ******** *** ** outstanding ** ** *** early **** *******. ** general ****'** ****** ***** to ***** ** ***** submitted ***** *** ** The *** **** ****** come ** **** * suitable ******** ****** **** reasonable ****"
  • "**** ****** ****** ** calls, ****** ***** **** the ***** **** *** has ***** ****** ** on ********* ******."
  • "******* * **** ** tech ********* ****** *** a **** ****** ******. Always ******* ** **** even*************** ******** ****** ** help *** ** *****."
  • "**** ******** ******* *******, answered *********** ***** ** called. **** ************* *** even ********* ** *** computer ** **** ******* a ********* ** ******."

*******, *** ********* ********** warned:

"** *** **** *** years **** *** ****** of**** ******** ***** *******, **** have ******* *** **** numerous *****. **% ** their *** ** **** to **** **. ******** our ***** ************ *** been *** *******. ** a ******, *** ***** is ******** ** **** elsewhere."

******* ******** ***** **** training *****:

"**** **** **** ***-********** in ****** ** ******* client ****** *** **** wanting ** ** **** our ***** ****** * 4 **** ******** *******. They ****** **** **** were ******* ** ** either ****** ********* ** a ****** ***** ** their ******** ** **** us *** "*****" *** push *** ****** ** an ********** *** ***."

** **** ***** ******* stories **** ****. *******,*********'* ****** ******* ** ****** training****** **** ****** **** issue.

********- ******* ******

******** *** * ******* choice, **** ******** *********:

  • "******** ** ****, ***** answers, ********** ******-**." 
  • "***** **** ******* **** will ******** ******** *** **** *******. They **** ********* ******* in *** ***** *** their ************ *** **** well *******."
  • "**** **** ******* ** go ***** *** ****** to **** *** ******* any ******. * **** had ********* ***** **** will **** **** ** troubleshoot ***** *************' ****** issues ***** ***** ******** VMS **** ** ******** upgrades, ******* ** ****** detection, ***... **** *** other ************ **** **** to **** ** ****. They ** *** *** bothered ** *** ******** I ***, ********** ** it ** * ****** fix ** ***."

*******, *** ********** *** choose ******** ** **** did ******* ****** **** some ******* ******: 

"***** ** ** ********* with **** ** *** tech ******* ****** **** they **** ** ********* to, *** ******* ** all ***** **** ** not **** *** **** resources *********** ********* ** them, *** ******* ************* their*******/*************. **** ** ****** avoidable ** ****** *** a ******** ***** * like ** **** ****."

*** *** *********** ****** them ** *** *****, citing *********:

  • "***** ****** *** ******* leads ** *********."
  • "*** ***** ************** ** the **** ******** * have **** ** ***** some ****, ****** **** to ******* ** * request, *** ***** **** to *********** **** **** do. ********* ******* ** average."

S2 - ******* ******

********* ***** ****** ****** in ********* ******* *********, ** *** ****, with * ****** ** integrator **********:

  • "******** **** *****, **** knowledgeable *****, ****** ****** utility ***** ***** **** the *******." 
  • "**** **** * **** online **** ****** ****** and **** ****** ***** calls ****** *******."
  • "*** **** ** ****** my ********* *** **** tech **** ************* ** they **** ** **** web. ***** ******** *********** shippings **** **** ******. It *** **** ** work **** ****"

Pelco - ***** ********

***** *** * *** showing **** * ******* number ** *********** ******** them *** **** ** well ** *** *****.

** *** ******** ****, comments ********:

  • "**** ****** *** ** our *********, *******, ** a ********** ***, *** proper ****, *** **** we *** ** ********** those *******, ** *** the ***** *******"
  • "***** ****** **** ******* an ******** **** ****** has **** * ******** to **** ****. **** have **** ********** *** trusting. **** * *** something ** *** *** needs ***, **** ******* me ******* * *** of **-****** ************* ** their ****."

** *** ********, ***** was ** ******** ** the ********* ******:

  • "***** *** *********** ** Pelco ** ********* ********, they ****** ***** *** customer ***** *** *** machines ** ***** ***. There ** ** *** to **** ******* **** you **** ***** *** platform (********** ******* ******)" (Latin *******) 
  • "************** ********, ** ***** **** the ****************** ******.. **** **** confused *** **** ******* folks"

********,***** *** **** * big ****** **** ** returning ** ***** ******** services *****. **** **** **** if **** *** ** so.

Hikvision - ****** **** ********?

************ *** ******* ************ support *** ********* ***. On *** ***** ****, Hikvision ** *** ** the ******* ************* ** the ***** *** ** aggressively ********* ****** *********.

********* *** * ****** of **********, **** *** best *** *****. **** are **** ** *** positives:

  • "******** ********* & ***** questions, ********* ** ** grey ****** ****** **** in ********, ******* **, provided ********* ** **** us *** ********."
  • "*** *** ****** ******** with ***** ** ***** an ******* ******* **** quickly. * *** *** expect *** ******* ********* to **** ******** ** well *** ** *******."
  • "******* **** **** ***** the ********, ** * have **** ******* * just **** **** **** thru *** ****** *** I **** ********." (******)

** *** ***** ****, it ***** **** ***** distribution ***** *** ****** some ***** ** ***** comments ********:

  • "**** ** *** ******* (only ******* ***********)" (******* Europe)
  • "***** ***** ** ******* with **** ** *** project, **** ** **** to ******* * **** order * ****** ** months ***** ******* ********* our ******** ** *** to ***** ******. ********** after ******* **** ** ISC **** **** ******** they **** *** ********* a *********** *** ** country *** * **** to *** ******* ****" (Latin *******)

****, **** *********** *** unhappy ************ **** ***** American *******:

  • "**** ********* ** ***** with ******* *** *** very *************." (***** *******)
  • "****** ***** *** ** read *******, **** *** to ****** ** *** why **** ******* ** all ** *** **** to **** ****." (***** America)

Next ** - *** *****

******** ********** ****:

Comments (3)

I assume it's really hard to generalize, as one company might have a strong presence in the US, but just a blind sales person in Europe. Another one is giving best support in Latin America, but don't have any presence in Asia - so worst support there. Appreciate the (Country-Brackets) for some statements. Anyway, it underlines that the "big" market players (Axis, Milestone, Genetec) try to get best tech stuff for support worldwide.

Is there going to be a report on Best/Worst Manufacturer Support for 2015?

We are planning for a Best/Worst Manufacturer Support report later in 2016.

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