Best Manufacturer Support 2014

By John Honovich, Published Jul 28, 2014, 12:00am EDT (Info+)

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:

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

************* **** ****, * ****** ********** exists between **********'* ********* ** ******** ******** (e.g.,******** ** ****************** *****) *** **** *******. ***** **** integrator's ********, ** ** ***** **** becoming ** ********** ******** ****** ******* on ****** *******.

Axis - *** ******

**** *** *** ***** *** ******, getting ** **** ********** **** *** other ************. ******** ********:

  • "*** *** ******** ******** ******* *** website *** ****** ****** ********** **** limits *** ** *** ******** ** resolve **** ******** *** ****** **** zero **** ** **"
  • "** **** * ******* ****** **** helps ** **** ********** ** **** in ***** ****.** **** **** **** ********* *** free (*** * *** ***** *********)." 
  • "**** **** * ********* ******* ****** and ** ****** ** **** **** to ** ****** *** ****** ******* rep *** *******. **** ** **** sales *** *********."
  • "************ ******** *** ****** ********** ********* ****** *******."
  • "***** **-**** *** **** ******* ** knowledgeable *** *******, *** ***** ***** representative ** ******, ******* *** ******."
  • "** **** *** ******** ******** ***** install ******** **** ***********. ******** *** an **** *******, ***** **** *** National ******* **** **** **** *** of ***** *** ** ****** ** with *** *****."
  • "***** ***** ******* *** **** *** of ***** *** *** **** *** the **** *** **** ** ****** in ******* ********* **** ** ****** the ******* *** * *******."

*******, ***** **** * *** ***** selections *** **** ** ****:

  • "***** **** * **** ******* ***** very ****** *** **** *, ***** more ************ *** ****** ***** ***** a *******."
  • "**** **** *** *** ******. ** are ****** ******* ****** *** **** are ************"

- ****** ******

*** *** **** *** *** ********* both *** **** ****, ****** **** for ******.

*********** ************************** ***** ***** ******** ** ******* technology *** ********:

  • "*** **** ***** *** ** ****, however *** ***** ** ********* *** effort ** ***** ***** ******* ** great. **** ** *** **** *** run ******* ******** "********" ********* **** just ***** ****. * **** **** had * ******** *** **** **** released * ***** *** *** ***** it ****** * *** ** * for *** ********. **** *** *** quick ** ***** *** ***** ** another ******."
  • "**** **** * **** **** **** menu *** ************* ** ***** *** platform, * **** ********** ******* ****** and **** **** **** ******** ** tech ******* ** *******"
  • "**** ********** *** **** ** *** in ***** **** *** ****** ***** of *******. **** **** *** **** of ****** ********* ** ****** *** issue."
  • "********** **** ******** ** **** **** as ****. **** ***'* ******** ** remote ** *** **** * **** at ******. ********* *** *** * new ****** *** *****'* **** ** much, *** **** **** ** ***** someone **** *********** ** ******* ** needed. **** **** ** ** ********* job ** ******* *** ***** ** the **** ******* *******, *** **** always ****** ** ** ***** ***** didn't *** ****** *** **** ******."
  • "**** **** **** ******* *** ***** and ******* **** ****. ** **** had ******* ********* ***** ***** **** bugs ** *** ****** ************* **** ********** ** **** **** of ** ** ******* ******** *****."

*******, * *** *********** ***** ******** with*******:

  • "* **** **** ** ***** * times ** ***** **** ********* ************** and ** ******** * ***** ** give ** * **** *** **** technical *********** *** ** *** *** I *****'* *** **." (******* ******)
  • "*********** ******* ***** *** ******* ************* their *** *******, ********** **** ***** is ******* ********** ** *** *********** or ***** ***** ***********. *** ******** are ****** ********, *** ** ***** a **** ****."

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

  • "********* ***** ** **** **** ******** not ** *********** ** ** *** early **** *******. ** ******* ****'** pretty ***** ** ***** ** ***** submitted ***** *** ** *** *** they ****** **** ** **** * suitable ******** ****** **** ********** ****"
  • "**** ****** ****** ** *****, ****** sales **** *** ***** **** *** has ***** ****** ** ** ********* issues."
  • "******* * **** ** **** ********* always *** * **** ****** ******. Always ******* ** **** ******************* ******** ****** ** **** *** an *****."
  • "**** ******** ******* *******, ******** *********** after ** ******. **** ************* *** even ********* ** *** ******** ** help ******* * ********* ** ******."

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

"** *** **** *** ***** **** the ****** ****** ******** ***** *******, **** **** ******* the **** ******** *****. **% ** their *** ** **** ** **** up. ******** *** ***** ************ *** been *** *******. ** * ******, the ***** ** ******** ** **** elsewhere."

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

"**** **** **** ***-********** ** ****** to ******* ****** ****** *** **** wanting ** ** **** *** ***** attend * * **** ******** *******. They ****** **** **** **** ******* us ** ****** ****** ********* ** a ****** ***** ** ***** ******** or **** ** *** "*****" *** push *** ****** ** ** ********** who ***."

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

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

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

  • "******** ** ****, ***** *******, ********** follow-up." 
  • "***** **** ******* **** **** ******** ******** *** **** *******. **** **** excellent ******* ** *** ***** *** their ************ *** **** **** *******."
  • "**** **** ******* ** ** ***** and ****** ** **** *** ******* any ******. * **** *** ********* where **** **** **** **** ** troubleshoot ***** *************' ****** ****** ***** using ******** *** **** ** ******** upgrades, ******* ** ****** *********, ***... that *** ***** ************ **** **** to **** ** ****. **** ** not *** ******** ** *** ******** I ***, ********** ** ** ** a ****** *** ** ***."

*******, *** ********** *** ****** ******** as **** *** ******* ****** **** some ******* ******: 

"***** ** ** ********* **** **** of *** **** ******* ****** **** they **** ** ********* **, *** biggest ** *** ***** **** ** not **** *** **** ********* *********** available ** ****, *** ******* ************* their*******/*************. **** ** ****** ********* ** asking *** * ******** ***** * like ** **** ****."

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

  • "***** ****** *** ******* ***** ** arrogance."
  • "*** ***** ************** ** *** **** arrogant * **** **** ** ***** some ****, ****** **** ** ******* to * *******, *** ***** **** to *********** **** **** **. ********* support ** *******."

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

********* ***** ****** ****** ** ********* ******* *********, ** *** ****, **** * number ** ********** **********:

  • "******** **** *****, **** ************* *****, remote ****** ******* ***** ***** **** the *******." 
  • "**** **** * **** ****** **** ticket ****** *** **** ****** ***** calls ****** *******."
  • "*** **** ** ****** ** ********* and **** **** **** ************* ** they **** ** **** ***. ***** warranty *********** ********* **** **** ******. It *** **** ** **** **** them"

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

***** *** * *** ******* **** a ******* ****** ** *********** ******** them *** **** ** **** ** the *****.

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

  • "**** ****** *** ** *** *********, request, ** * ********** ***, *** proper ****, *** **** ** *** on ********** ***** *******, ** *** the ***** *******"
  • "***** ****** **** ******* ** ******** that ****** *** **** * ******** to **** ****. **** **** **** responsive *** ********. **** * *** something ** *** *** ***** ***, they ******* ** ******* * *** of **-****** ************* ** ***** ****."

** *** ********, ***** *** ** emphasis ** *** ********* ******:

  • "***** *** *********** ** ***** ** Schneider ********, **** ****** ***** *** customer ***** *** *** ******** ** their ***. ***** ** ** *** to **** ******* **** *** **** their *** ******** (********** ******* ******)" (Latin *******) 
  • "************** ********, ** ***** **** *** ****************** ******.. **** **** ******** *** tech ******* *****"

********,***** *** **** * *** ****** deal ** ********* ** ***** ******** services *****. **** **** **** ** **** can ** **.

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

************ *** ******* ************ ******* *** typically ***. ** *** ***** ****, Hikvision ** *** ** *** ******* manufacturers ** *** ***** *** ** aggressively ********* ****** *********.

********* *** * ****** ** **********, both *** **** *** *****. **** are **** ** *** *********:

  • "******** ********* & ***** *********, ********* us ** **** ****** ****** **** in ********, ******* **, ******** ********* to **** ** *** ********."
  • "*** *** ****** ******** **** ***** to ***** ** ******* ******* **** quickly. * *** *** ****** *** massive ********* ** **** ******** ** well *** ** *******."
  • "******* **** **** ***** *** ********, if * **** **** ******* * just **** **** **** **** *** dealer *** * **** ********." (******)

** *** ***** ****, ** ***** that ***** ************ ***** *** ****** some ***** ** ***** ******** ********:

  • "**** ** *** ******* (**** ******* distributor)" (******* ******)
  • "***** ***** ** ******* **** **** to *** *******, **** ** **** to ******* * **** ***** * couple ** ****** ***** ******* ********* our ******** ** *** ** ***** orders. ********** ***** ******* **** ** ISC **** **** ******** **** **** now ********* * *********** *** ** country *** * **** ** *** through ****" (***** *******)

****, **** *********** *** ******* ************ with ***** ******** *******:

  • "**** ********* ** ***** **** ******* and *** **** *************." (***** *******)
  • "****** ***** *** ** **** *******, want *** ** ****** ** *** why **** ******* ** *** ** you **** ** **** ****." (***** 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.

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

Agree
Disagree
Informative
Unhelpful
Funny

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

Agree
Disagree
Informative
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Funny
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