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.

Login to read this IPVM report.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

Related Reports

Axis Guardian - Cloud VMS And Alarm Monitoring - Released on Jun 19, 2018
Axis has struggled to deliver a cloud-based managed service video platform. Video service providers have utilized AVHS for over a decade, and have...
The Dumb Ones: PSA's Bozeman On Cybersecurity on Jun 15, 2018
The smart ones are the hundred people who flew to Denver and spent $500+ on a 1.5-day conference featuring Dahua as a 'cyber responsible partner',...
Security Sales Course Summer 2018 on Jun 14, 2018
Based on member's interest, IPVM is offering a security sales course this summer. Register Now - IPVM Security Sales Course Summer...
ReconaSense - The AI / Access Control / Analytics / IoT / Video Company Profile on Jun 12, 2018
One company's ISC West booth stood out for displaying a light-up tower of buzzwords. The company, ReconaSense, pledged to be 'making sense of it...
H.265 / HEVC Codec Tutorial on Jun 07, 2018
H.265 support has improved significantly in 2018, with H.265 camera/VMS compatibility increased compared to only a year ago, and more manufacturers...
Worst Features for Camera Installation (Statistics) on Jun 07, 2018
4 clear worst features for installing were identified by 140+ integrator respondents to: What feature(s) make a camera hard to install? The...
Bosch IVA Video Analytics And Motion+ VMD Tested on Jun 06, 2018
Bosch's video analytics now ship on nearly every model, from indoor domes to high-end 5MP starlight cameras.  In this test, we evaluate Bosch's...
Top Features For Easy Camera Installation (Statistics) on Jun 05, 2018
Camera installation is the most fundamental and common task for video security technicians. Because of this, camera manufacturers market their...
Hikvision PanoVu 20MP Flexible Camera Tested on Jun 01, 2018
Hikvision has released their first repositionable multi imager cameras with integrated IR included, atypical in competitors. We bought and tested...
Stats: IP Camera Dead On Arrival (DOA) Decline, Near Zero on Jun 01, 2018
New IPVM integrator statistics show that IP camera DoA rates have declined with zero dead on arrival units for many integrators and effectively...

Most Recent Industry Reports

IFSEC Show Report Day 2 Report on Jun 20, 2018
IPVM is live from London reporting on the IFSEC show. The Chinese have taken over the UK, centered on Hikvision, flanked by Dahua, Huawei and a...
Mobotix Releases 'Move' Into 21st Century on Jun 20, 2018
For years, Mobotix stood resolutely against, well, every other manufacturer, selling it as a virtue: MOBOTIX equipment is designed with no...
Cybersecurity Startup VDOO Disclosing 10 Manufacturer Vulnerabilities Starting With Axis And Foscam on Jun 20, 2018
Cybersecurity startup VDOO has uncovered significant vulnerabilities in Axis cameras along with many others not yet disclosed. In this report, we...
July 2018 IP Networking Course on Jun 19, 2018
The last chance to save $50 on registration is this Thursday, June 21st. Register now and save. This is the only networking course designed...
Axis Guardian - Cloud VMS And Alarm Monitoring - Released on Jun 19, 2018
Axis has struggled to deliver a cloud-based managed service video platform. Video service providers have utilized AVHS for over a decade, and have...
IPVM Vulnerability Scanner Released on Jun 18, 2018
IPVM is proud to announce video surveillance's first and only cybersecurity vulnerability scanner. This tool allows quickly and simply...
Hikvision Corrects False Cybersecurity Announcement on Jun 18, 2018
Hikvision has corrected a false cybersecurity announcement that claimed a British government-sponsored program endorsed the cybersecurity of...
The Dumb Ones: PSA's Bozeman On Cybersecurity on Jun 15, 2018
The smart ones are the hundred people who flew to Denver and spent $500+ on a 1.5-day conference featuring Dahua as a 'cyber responsible partner',...
Amazon Ring Launches $10 Monthly Professional Alarm Monitoring on Jun 15, 2018
Amazon's Ring has announced an alarm system with 24/7 professional alarm monitoring for $10 per month, a fraction of the $30+ per month traditional...
Axis Releases First New Access Controller In 5 Years (A1601) on Jun 15, 2018
It has been 5 years since Axis 2013 entry in the physical access control market, with the A1001 (IPVM test). Now, Axis has released its second...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact