Best Manufacturer Support 2014

Author: 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:

*********** **** ******** **** *** ***** ************* *** ** ********* ******** ******* were.

*** ********* **** ***** *** ******** ******* ******,********, ****, *****,*******, *********,*****, *********, *****, ****, ** *** ******.

*** ***** **** **** *** ***** *** ***** *** ****?

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

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

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

************* **** ****, * ****** ********** ****** ******* **********'* ********* of ******** ******** (*.*.,******** ** ****************** *****) *** **** *******. ***** **** **********'* ********, ** ** clear **** ******** ** ********** ******** ****** ******* ** ****** support.

Axis - *** ******

**** *** *** ***** *** ******, ******* ** **** ********** than *** ***** ************. ******** ********:

  • "*** *** ******** ******** ******* *** ******* *** ****** ****** reasonable **** ****** *** ** *** ******** ** ******* **** replaced *** ****** **** **** **** ** **"
  • "** **** * ******* ****** **** ***** ** **** ********** we **** ** ***** ****.** **** **** **** ********* *** **** (*** * *** weeks *********)."
  • "**** **** * ********* ******* ****** *** ** ****** ** ever **** ** ** ****** *** ****** ******* *** *** support. **** ** **** ***** *** *********."
  • "************ ******** *** ****** ********** ********* ****** *******."
  • "***** **-**** *** **** ******* ** ************* *** *******, *** their ***** ************** ** ******, ******* *** ******."
  • "** **** *** ******** ******** ***** ******* ******** **** ***********. Although *** ** **** *******, ***** **** *** ******** ******* reps **** **** *** ** ***** *** ** ****** ** with *** *****."
  • "***** ***** ******* *** **** *** ** ***** *** *** just *** *** **** *** **** ** ****** ** ******* different **** ** ****** *** ******* *** * *******."

*******, ***** **** * *** ***** ********** *** **** ** well:

  • "***** **** * **** ******* ***** **** ****** *** **** 2, ***** **** ************ *** ****** ***** ***** * *******."
  • "**** **** *** *** ******. ** *** ****** ******* ****** and **** *** ************"

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

*** *** **** *** *** ********* **** *** **** ****, finish **** *** ******.

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

  • "*** **** ***** *** ** ****, ******* *** ***** ** expertise *** ****** ** ***** ***** ******* ** *****. **** do *** **** *** *** ******* ******** "********" ********* **** just ***** ****. * **** **** *** * ******** *** that **** ******** * ***** *** *** ***** ** ****** a *** ** * *** *** ********. **** *** *** quick ** ***** *** ***** ** ******* ******."
  • "**** **** * **** **** **** **** *** ************* ** their *** ********, * **** ********** ******* ****** *** **** also **** ******** ** **** ******* ** *******"
  • "**** ********** *** **** ** *** ** ***** **** *** proper ***** ** *******. **** **** *** **** ** ****** dedicated ** ****** *** *****."
  • "********** **** ******** ** **** **** ** ****. **** ***'* hesitate ** ****** ** *** **** * **** ** ******. Sometimes *** *** * *** ****** *** *****'* **** ** much, *** **** **** ** ***** ******* **** *********** ** quickly ** ******. **** **** ** ** ********* *** ** putting *** ***** ** *** **** ******* *******, *** **** always ****** ** ** ***** ***** ****'* *** ****** *** some ******."
  • "**** **** **** ******* *** ***** *** ******* **** ****. We **** *** ******* ********* ***** ***** **** **** ** the ****** ************* **** ********** ** **** **** ** ** ** ******* software *****."

*******, * *** *********** ***** ******** ***********:

  • "* **** **** ** ***** * ***** ** ***** **** technical ************** *** ** ******** * ***** ** **** ** a **** *** **** ********* *********** *** ** *** *** I *****'* *** **." (******* ******)
  • "*********** ******* ***** *** ******* ************* ***** *** *******, ********** when ***** ** ******* ********** ** *** *********** ** ***** party ***********. *** ******** *** ****** ********, *** ** ***** a **** ****."

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

  • "********* ***** ** **** **** ******** *** ** *********** ** in *** ***** **** *******. ** ******* ****'** ****** ***** to ***** ** ***** ********* ***** *** ** *** *** they ****** **** ** **** * ******** ******** ****** **** reasonable ****"
  • "**** ****** ****** ** *****, ****** ***** **** *** ***** mile *** *** ***** ****** ** ** ********* ******."
  • "******* * **** ** **** ********* ****** *** * **** timely ******. ****** ******* ** **** ******************* ******** ****** ** **** *** ** *****."
  • "**** ******** ******* *******, ******** *********** ***** ** ******. **** knowledgeable *** **** ********* ** *** ******** ** **** ******* a ********* ** ******."

*******, *** ********* ********** ******:

"** *** **** *** ***** **** *** ****** ****** ******** ***** *******, **** **** ******* *** **** ******** *****. 80% ** ***** *** ** **** ** **** **. ******** our ***** ************ *** **** *** *******. ** * ******, the ***** ** ******** ** **** *********."

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

"**** **** **** ***-********** ** ****** ** ******* ****** ****** and **** ******* ** ** **** *** ***** ****** * 4 **** ******** *******. **** ****** **** **** **** ******* us ** ****** ****** ********* ** * ****** ***** ** their ******** ** **** ** *** "*****" *** **** *** client ** ** ********** *** ***."

** **** ***** ******* ******* **** ****. *******,*********'* ****** ******* ** ****** ************** **** ****** **** *****.

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

******** *** * ******* ******, **** ******** *********:

  • "******** ** ****, ***** *******, ********** ******-**."
  • "***** **** ******* **** **** ******** ******** *** **** *******. **** **** ********* ******* ** *** field *** ***** ************ *** **** **** *******."
  • "**** **** ******* ** ** ***** *** ****** ** **** you ******* *** ******. * **** *** ********* ***** **** will **** **** ** ************ ***** *************' ****** ****** ***** using ******** *** **** ** ******** ********, ******* ** ****** detection, ***... **** *** ***** ************ **** **** ** **** me ****. **** ** *** *** ******** ** *** ******** I ***, ********** ** ** ** * ****** *** ** not."

*******, *** ********** *** ****** ******** ** **** *** ******* issues **** **** ******* ******:

"***** ** ** ********* **** **** ** *** **** ******* agents **** **** **** ** ********* **, *** ******* ** all ***** **** ** *** **** *** **** ********* *********** available ** ****, *** ******* ************* ************/*************. **** ** ****** ********* ** ****** *** * ******** agent * **** ** **** ****."

*** *** *********** ****** **** ** *** *****, ****** *********:

  • "***** ****** *** ******* ***** ** *********."
  • "*** ***** ************** ** *** **** ******** * **** **** in ***** **** ****, ****** **** ** ******* ** * request, *** ***** **** ** *********** **** **** **. ********* support ** *******."

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

********* ***** ****** ****** ** ********* ******* *********, ** *** ****, **** * ****** ** ********** **********:

  • "******** **** *****, **** ************* *****, ****** ****** ******* ***** right **** *** *******."
  • "**** **** * **** ****** **** ****** ****** *** **** return ***** ***** ****** *******."
  • "*** **** ** ****** ** ********* *** **** **** **** complementary ** **** **** ** **** ***. ***** ******** *********** shippings **** **** ******. ** *** **** ** **** **** them"

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

***** *** * *** ******* **** * ******* ****** ** integrators ******** **** *** **** ** **** ** *** *****.

** *** ******** ****, ******** ********:

  • "**** ****** *** ** *** *********, *******, ** * ********** way, *** ****** ****, *** **** ** *** ** ********** those *******, ** *** *** ***** *******"
  • "***** ****** **** ******* ** ******** **** ****** *** **** a ******** ** **** ****. **** **** **** ********** *** trusting. **** * *** ********* ** *** *** ***** ***, they ******* ** ******* * *** ** **-****** ************* ** their ****."

** *** ********, ***** *** ** ******** ** *** ********* impact:

  • "***** *** *********** ** ***** ** ********* ********, **** ****** about *** ******** ***** *** *** ******** ** ***** ***. There ** ** *** ** **** ******* **** *** **** their *** ******** (********** ******* ******)" (***** *******)
  • "************** ********, ** ***** **** *** ****************** ******.. **** **** ******** *** **** ******* *****"

********,***** *** **** * *** ****** **** ** ********* ** their ******** ******** *****. **** **** **** ** **** *** ** **.

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

************ *** ******* ************ ******* *** ********* ***. ** *** other ****, ********* ** *** ** *** ******* ************* ** the ***** *** ** ************ ********* ****** *********.

********* *** * ****** ** **********, **** *** **** *** worst. **** *** **** ** *** *********:

  • "******** ********* & ***** *********, ********* ** ** **** ****** issues **** ** ********, ******* **, ******** ********* ** **** us *** ********."
  • "*** *** ****** ******** **** ***** ** ***** ** ******* problem **** *******. * *** *** ****** *** ******* ********* to **** ******** ** **** *** ** *******."
  • "******* **** **** ***** *** ********, ** * **** **** problem * **** **** **** **** **** *** ****** *** I **** ********." (******)

** *** ***** ****, ** ***** **** ***** ************ ***** has ****** **** ***** ** ***** ******** ********:

  • "**** ** *** ******* (**** ******* ***********)" (******* ******)
  • "***** ***** ** ******* **** **** ** *** *******, **** it **** ** ******* * **** ***** * ****** ** months ***** ******* ********* *** ******** ** *** ** ***** orders. ********** ***** ******* **** ** *** **** **** ******** they **** *** ********* * *********** *** ** ******* *** I **** ** *** ******* ****" (***** *******)

****, **** *********** *** ******* ************ **** ***** ******** *******:

  • "**** ********* ** ***** **** ******* *** *** **** *************." (North *******)
  • "****** ***** *** ** **** *******, **** *** ** ****** it *** *** **** ******* ** *** ** *** **** to **** ****." (***** *******)

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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