Best Manufacturer Technical Support 2018

Author: IPVM Team, Published on May 21, 2018

While 5 manufacturers made the worst technical support 2018 list, only 3 stood out as providing the best technical support to 190+ integrators in new IPVM results. These integrators answered:

In the past year, what manufacturer has provided you the best technical support? Why?

For these 'best' manufacturers, 3 themes emerged:

In this note, we examine these 3 companies (plus 2 honorable mentions) including detailed integrator commentary on why they selected whom they did.

****** ************* **** *** ***** ********* ******* **** ****, **** * ***** *** ** ********* *** **** ********* support ** ***+ *********** ** *** **** *******. ***** *********** answered:

** *** **** ****, **** ************ *** ******** *** *** best ********* *******? ***?

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

** **** ****, ** ******* ***** * ********* (**** * honorable ********) ********* ******** ********** ********** ** *** **** ******** whom **** ***.

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

Executive *******

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

  • **** *** *** ** *** **********, ** ***** **** **********, in *** ********** (*.*., ***** *********** *** ***** *** ***** selections) *** ** ***** ** **** ** ***** **********.
  • ********, *** ******** * ****** ******, ******* *** *** ******* on **** ***** ******* *******.
  • *********, *** ******** ** * ******* ***** *** ***** ******* ahead ** *** ***** ************.

#1 - ****

*** **** ****** ********** ***** ** **** *** ******* ****, quickly:

  • "****. ********* ********, ** **** *****, ** ******** **** **** to ****. *** ****, *** ****, ******* ******."
  • "****, **** *** ****** ********* *** **** ***** ********, *** timely ******* ** ********* **** **** *****."
  • "****. ***** ******** *** *** *****."
  • "****. **'** ******** ******* ***** ********* **** ******* *** ****** based. **** *** ******* ** ** ****** *** ****** *** questions. **** **** **** *********, *** **** *****, ******** *** went *** ***** ****."
  • "**** **************. ***** *** ** ***** **** ****'* ****** ****** a *** ** * *** **** **** **** ************* ***************"
  • "****. ***** ******* * ****** **** ****, **** *** **** to *** ********, *** *** *** ****** ***** *** ******** of **** ******."
  • "****. ***** ******* **** ***** *** ******** ****. ******* *****."
  • "****. ***** **** **** ** *** *****. ********* *** ****** product ************* *** *** *******."
  • "**** ************** - **** **** ******** **** ** ******* **** (via ****** ****, ***** ** ** ********). **** *** ****** courteous, ************* *** *********. **** *** ******* ****, *** **** valued *** *** ******* ***** ********* ***!"
  • "**** ** *** ** *** **** **** ***** *** ***** support *** **** *** ********* ******* **** ****** **** ******* ready ** ****. ****** ******** ** ******** ******* *** ******* items ***** **** ** *** ***** ****."
  • "**** *** ******** ** *** **** ********* *******. **** *** very ********** *** ******."
  • "****, **** **** **** **** ***** ** ******** ****** ************* the **** ******* ****."
  • "****. ***** ******* ** ****** **** **** *******, ******** ************ and ***** ***** *******."

*********** **** ******* **** ** ***** ** ******* **** ******* failures *** *** **** ** ******* ******** ************:

  • "****, ****** *** * ***** ******** *** ** ********* **** with ******** ************."
  • "****. ** *** **** (***** ***) ***** **** ***** ********** issue. ** **** ** ****. **** **** *** *** *** apologized *** **** *******."
  • "**** ***** ***** ** *******. ************* ****'** *** **** ******** lately *** ****** * ****** ****** **** ******* *** ********* but ***** ** ** *** *** ******* ** *** * replacement."
  • "** **** ******** *** ** *** **** ******** **** **** replacement. ** ***** ** ********* *** ************* **** ******* *********** who ****** **** *** ** ***** *** ******* ** **** it ** * **** ** ****** **** **. ** *** in ***** **** ***** **** ******* ***********, **** *** *** same ******* ****...*** ** * *** ***** ** * ********* day."
  • "**** ************** ***** *** **** *** *******. ******** *********** *** if *** **** ** ******* ****** ******** **** ******* *** RMA, **** ***'* **** *** **** ******* * ****** ** tech ******* ** *** ********."

Cameras - **** ** *********?

*** ******** **** ****** ** *** **** **** ** ****** over ********* ** **********'* *** ****** ************ **** ****'* **** support. ***** ** ***** ********* ***** *** *** ** ********* more **** *** ****** *** ******** ** ***** ********* ******* reps? ********* ****** *** *** ***** ** ** ** *** are **** ******* ** ***** ** **** * *********** ***** cost ***** ***** *** ******? ** **** ***, ** ***** significantly **** *********.

#2 - ********

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

  • "******** ******* **** ** **** *******, *** * ****** ******** to *** ******* *** * **** ******** ** *******-******* *** to ****** ** **********"
  • "******** ******* ** ** **** *** ***** *** **** *************. We **** **** ** **** ***** *** *** ********** *** fantastic."
  • "********-***** ** ******* *** **** *************."
  • "******** ***** ** **** *****. ***** ***** ******* ********* *** responsive *** **** ***** ******* **** ****. ** **** ***'* know *** ****** **** *** ***** ** **** ** *** get **** ** **."
  • "******** - **** ** *** * **** ** ************* **** and ********* ******* ****. **** **** ** **** ****."
  • "********. ***** ***** ******* ** *********. ****** *** ******* ********* and ******* ** *** ****** ** ******* ******. ******-*** *** also ********** ***** *** ***** ** ********."
  • "******** ** ***** *** **** *** ******* **** **** ***** expansion *** *** ******* **** **** ******** ** *** *** job ****"
  • "******** - **** ********** *** **** ********* **********."
  • "********. *** *** ***** *** **** *****. **** **** ** be *** ******** ** ******."
  • "********. ****'** ***** *** ****. **** ******* **** ******* **** the ******* **, *** *** ** ******** ****** **** ******. Obviously, **** **** ** ********* **** ***** ******, ******* ****'** an ***-**-*** ********, *** *'** *** ** *** ** ******** that *** **** **** ********. ******** ** **** ** *** quality ** *** **********."
  • "********. **** **** ************* ***** ****** *** ******* **** ********, without ****** ** *** *********** ******, *** *** ***** ** usually ******** ** *** ***** ****. ** *** ***** ***'* resolved, **** **** ****** **. **** *****'* * ******** ***** RMAs *** **** ** ***, *** ******* ************ *** **** out **** *** *** ** ** ****** ** **."
  • "******** ******** ** ******** *** ****."
  • "********. **** *******, *********, *******, ******* ******** *********** *** *** like *** ******* *** ***** *** **** ***** ****** **** were ****** ***."
  • "********. **** *** ********* **/*/***. * *** * ****** ***** over * ******* *** **** **** ********* *** ****** *** quite * ***."

#3 - *********

*********** **** ******* ******** ***** *********'* *******:

  • "*** **** ********* ******* *** ******** ** *********. **** ****** all ** ********* ******."
  • "*********. * *** ***** ******* **** ***** **** ***** *********. They *** **** ****."
  • "********* - ****** ****** ** * ********** ****** ** **** and *********** *** ************* *** **** ** ******"
  • "********* - ****** *** * ************* ***** *** ******* ****** down ** *** ***** *** ***** ** ***** **."
  • "*********. **** ***** ** ******** **** *** ****** *** ***** a ********. **** ***** ** ******** *** **** **** *** time ** **** ** ******* *** *******. **** ***** **** found *** ********, **** ********* ** **** ******* *** ***** to **** *** ******* *****."
  • "********* **** ********* **** *** **** *** *********** ****** ** solve *** *****."
  • "********* - **** *** **** **********, *** **** ** *** quickly & *** *************"

VMS - ********* ** *****

*** ********** ******* ********* ** ***** (*** ** *** *****) and ********* (*** ** *** ****) ****** *** ********: *** much *******'* ******* ********** ************ ***** ****** ** *****'* ******* ********? ** ***** *** *** that, **** **** **** ******** **** ** ***** ********.

Honorable ******* - *****.*** *** ***

********* ********* *****.*** *** *** **** *** ******** *********. ***** integrators ******* **** **** ** ** ********* ******* ** ***** and ******, **** *** *******. *** *****.***:

  • "*****.*** ***** **** *** *** **** *******. **** *** ***** to *******, ********* ******** *** **** ******* ********* ***** ***** into ***** ****** ****. ** ***** **** * *** ** get ** ** **** ***** *****.***"
  • "*****.***, *** ** ***** ******** *** ****-******* *****, *** ********* self-help ********* ****."
  • "*****.*** ***** ** * **** ***** ****** ** **** *** only ******* *** ********, **** **** ******* ***** *******'* ********."

*** *** ***:

  • "***- **** *** *********** ********* *** *************."
  • "*** - ****** ********* ******* ** ****. ***** **** ** amazing."
  • "*** - ******* ********** ********. ****** **** *** **** ****. Staff *** ******** ****** ******* ** *** *** ***** ****** rather **** ****** ****** ** ** ***** ***** *** *** millionth ****."
  • "******* ********** ******** (***) ** *** **** **** **** ****. Hold ***** *** ***** *** *** ******* ***** *** *********** competent ** ****** **** ******* ********* ** ********."
  • "***- ******* ******* ********. ***** **** ******* ** ********* *************. They **** **** ***** ******* *** ****** ****** *** *****"

** ** ********** *** ** ** ******* ** ******* *** and *****.***'* ******* ** ***** ************* *** ** **** ** was ***** ********** ***** *********** ******** ******** ** ***** *** companies.

Where's *********?

********* *** *** ** *** ***** ************ ************* ***** ***** ****. *******, ********* *** ******* * ****** ****** ** ******** selections, ****** **** **** **** **** ** *** ******** / worst ***** **** ********.

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

  • "*********, ***** *** ****"
  • "*********, ******* **** **** ***** ********* ******* & **** ***** own ******* ******."
  • "*********, **** *** ****** ******* ********* *** **** ******* ****** minutes **** ** *** ****"
  • "*********. * *** *********** ** *** ****** ** ***** ***** of ********* ******* ******* ******** ****-******* ********* **** "****** **** device", "***** *** ** *******", ***."
  • "********* *** **** ***** *** ****** ******* ** **** ******, normally **** * ***** ******** **** ** **** ****** ** hour ****** ****** ****"

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

  • "*********. ***** *** **** **** *** ****** ** ***** *** can ****** ******** ******* *******."
  • "** *** *** **** **** ********* ** ** *** * problem *** **** ******* *** ****** **** ***** ****. ** is *** ***** **** **** *** *** **** *** **** others ** ****'* **** ********, ** ** ******* ** ** not **** *******."
  • "*********; *** *** **********, *** ** ***** *******."
  • "**** ****** **** ***** *** ** ****, * ***** *** Hikvision."
  • "* *********** ** *********"

Others - *****, *******, ******

*****, *******, *** ****** *** **** *** ******** (*.*., **** best **** *****) ****** ********. ******* *** ******* **** ***** than ***, ****** *** **** ******** *** *** **** *** certification ************ ** ****** ***** ********* *******. ***** *** * mix ** *********, ******* * ***** *****. ****** *** *** selections ****** ***, *** **** *** *****, ********** ***** ******* is **** *** *** ** *********** ** **** ** ********.

Comments (3)

**** ************** *** **** ********** **** ** ***** ** *************** - ** ** *** **********, *** ********* ******* ****** *** that ** ****.

** ****, ** ***** **** *** **** ******* **** ****** off *** ******* ** *** ******* **** ******* *********** ******* of *** **** ** **. ********* ******* ** * **** expensive ****** *** * ***'* ***** ** ** **** ** factor **** ** *** *********** ** ***** **** *******. ** the **** **** *** ****** **** ** **** ******* ** not ******** ** *** *********** ** ***** **** ******* ******** to ********* *** *******. ** ************* **** ** ***** ******* and *********** *** ***** **** *** ***** *** * ***** like ** **** *** ******** ********* ***** **** *** ***** affects *** *******. ** ********** **** *******'* **** ******* *** been *********** ***** **** ** ****** ****.

#*, ** *** *** **** ** ******* ************ ************* ************. **** *** **** ********** *********:

**** ****** ** **** * ********* ***** ** *** *****, and * ********* ******** **** (**** *** ******* *** ***** guys). ** ** **** ** ******* * ********* ****** ** the *****, **** ** **** **** **** ****** ** *** out, **'** *** ** *******. ** **'** ********* *** *** customer *** ** ******* ***, **** ***'* ****. ******** ********* and *******.

*******... ***-******** ** **** **** *******...*** **** * ****

*******. *** **** **** ***** ** ****** ** **** * way ** **** ********* *** *** ******** *******. ** ***** be ***** ** **** **** **** ****.

*******: ******** ********** ** ******* ** ****** *** ******* **** their *************, *** **** ****, **** *** * **** ** deal ****, ********** ** ** ** * ******* ******** *** specific ** * ********** ************.

* ***'* ***** **** ********** *** ********. ***** ******* *** many *********** ******** ***** ******* *** ***** *** **** ******* real ******* ******* *** **** ******** ******, ***** ** *** to *******.

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