Best Manufacturer Technical Support 2018

By: 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.

****** ************* **** *** worst ********* ******* **** list, **** * ***** out ** ********* *** best ********* ******* ** 190+ *********** ** *** IPVM *******. ***** *********** answered:

** *** **** ****, what ************ *** ******** you *** **** ********* support? ***?

*** ***** '****' *************, 3 ****** *******:

** **** ****, ** examine ***** * ********* (plus * ********* ********) including ******** ********** ********** on *** **** ******** whom **** ***.

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

Executive *******

*** * *** ********** were:

  • **** *** *** ** all **********, ** ***** best **********, ** *** selections (*.*., ***** *********** out ***** *** ***** selections) *** ** ***** of **** ** ***** selections.
  • ********, *** ******** * strong ******, ******* *** gap ******* ** **** since ******* *******.
  • *********, *** ******** ** a ******* ***** *** still ******* ***** ** any ***** ************.

#1 - ****

*** **** ****** ********** theme ** **** *** quality ****, *******:

  • "****. ********* ********, ** hold *****, ** ******** from **** ** ****. One ****, *** ****, problem ******."
  • "****, **** *** ****** available *** **** ***** accurate, *** ****** ******* to ********* **** **** arise."
  • "****. ***** ******** *** bug *****."
  • "****. **'** ******** ******* using ********* **** ******* and ****** *****. **** was ******* ** ** onsite *** ****** *** questions. **** **** **** organized, *** **** *****, training *** **** *** extra ****."
  • "**** **************. ***** *** an ***** **** ****'* solved ****** * *** or * *** **** have **** ************* ***************"
  • "****. ***** ******* * ticket **** ****, **** get **** ** *** promptly, *** *** *** easily ***** *** ******** of **** ******."
  • "****. ***** ******* **** local *** ******** ****. support *****."
  • "****. ***** **** **** on *** *****. ********* rep ****** ******* ************* and *** *******."
  • "**** ************** - **** have ******** **** ** contact **** (*** ****** chat, ***** ** ** helpdesk). **** *** ****** courteous, ************* *** *********. When *** ******* ****, you **** ****** *** you ******* ***** ********* too!"
  • "**** ** *** ** the **** **** ***** end ***** ******* *** back *** ********* ******* they ****** **** ******* ready ** ****. ****** response ** ******** ******* and ******* ***** ***** care ** *** ***** time."
  • "**** *** ******** ** the **** ********* *******. They *** **** ********** and ******."
  • "****, **** **** **** your ***** ** ******** before ************* *** **** support ****."
  • "****. ***** ******* ** online **** **** *******, advanced ************ *** ***** phone *******."

*********** **** ******* **** in ***** ** ******* with ******* ******** *** the **** ** ******* advanced ************:

  • "****, ****** *** * quick ******** *** ** extremely **** **** ******** replacements."
  • "****. ** *** **** (brand ***) ***** **** motor ********** *****. ** sent ** ****. **** sent *** *** *** apologized *** **** *******."
  • "**** ***** ***** ** support. ************* ****'** *** more ******** ****** *** gotten * ****** ****** with ******* *** ********* but ***** ** ** far *** ******* ** get * ***********."
  • "** **** ******** *** on *** **** ******** that **** ***********. ** speak ** ********* *** knowledgeable **** ******* *********** who ****** **** *** to ***** *** ******* or **** ** ** a **** ** ****** that **. ** *** in ***** **** ***** tech ******* ***********, **** day *** **** ******* call...not ** * *** hours ** * ********* day."
  • "**** ************** ***** *** Easy *** *******. ******** replacement *** ** *** know ** ******* ****** problems **** ******* *** RMA, **** ***'* **** you **** ******* * levels ** **** ******* to *** ********."

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

*** ******** **** ****** is *** **** **** is ****** **** ********* by **********'* *** ****** satisfaction **** ****'* **** support. ***** ** ***** Hikvision ***** *** *** by ********* **** **** the ****** *** ******** of ***** ********* ******* reps? ********* ****** *** the ***** ** ** so *** *** **** willing ** ***** ** such * *********** ***** cost ***** ***** *** prices? ** **** ***, it ***** ************* **** Hikvision.

#2 - ********

*********** ******** ** ******** were ********, **** **** happy *********:

  • "******** ******* **** ** very *******, *** * direct ******** ** *** problem *** * **** attitude ** *******-******* *** to ****** ** **********"
  • "******** ******* ** ** 24x7 *** ***** *** very *************. ** **** used ** **** ***** and *** ********** *** fantastic."
  • "********-***** ** ******* *** very *************."
  • "******** ***** ** **** first. ***** ***** ******* engineers *** ********** *** know ***** ******* **** well. ** **** ***'* know *** ****** **** are ***** ** **** it *** *** **** to **."
  • "******** - **** ** get * **** ** manufacturers **** *** ********* support ****. **** **** to **** ****."
  • "********. ***** ***** ******* is *********. ****** *** readily ********* *** ******* to *** ****** ** resolve ******. ******-*** *** also ********** ***** *** issue ** ********."
  • "******** ** ***** *** best *** ******* **** with ***** ********* *** new ******* **** **** continue ** *** *** job ****"
  • "******** - **** ********** and **** ********* **********."
  • "********. *** *** ***** the **** *****. **** seem ** ** *** quickest ** ******."
  • "********. ****'** ***** *** best. **** ******* **** exactly **** *** ******* is, *** *** ** resolved ****** **** ******. Obviously, **** **** ** advantage **** ***** ******, because ****'** ** ***-**-*** solution, *** *'** *** no *** ** ******** that *** **** **** question. ******** ** **** in *** ******* ** the **********."
  • "********. **** **** ************* techs ****** *** ******* line ********, ******* ****** to *** *********** ******, and *** ***** ** usually ******** ** *** phone ****. ** *** issue ***'* ********, **** will ****** **. **** there's * ******** ***** RMAs *** **** ** get, *** ******* ************ are **** *** **** day *** ** ** charge ** **."
  • "******** ******** ** ******** and ****."
  • "********. **** *******, *********, updates, ******* ******** *********** are *** **** *** support *** ***** *** from ***** ****** **** were ****** ***."
  • "********. **** *** ********* 24/7/365. * *** * server ***** **** * weekend *** **** **** available *** ****** *** quite * ***."

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

*********** **** ******* ******** about *********'* *******:

  • "*** **** ********* ******* has ******** ** *********. They ****** *** ** technical ******."
  • "*********. * *** ***** support **** ***** **** other *********. **** *** very ****."
  • "********* - ****** ****** in * ********** ****** of **** *** *********** are ************* *** **** to ******"
  • "********* - ****** *** a ************* ***** *** quickly ****** **** ** the ***** *** ***** me ***** **."
  • "*********. **** ***** ** remoting **** *** ****** and ***** * ********. They ***** ** ******** and **** **** *** time ** **** ** through *** *******. **** after **** ***** *** solution, **** ********* ** look ******* *** ***** to **** *** ******* cause."
  • "********* **** ********* **** and **** *** *********** people ** ***** *** issue."
  • "********* - **** *** very **********, *** **** to *** ******* & are *************"

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

*** ********** ******* ********* of ***** (*** ** the *****) *** ********* (one ** *** ****) raises *** ********: *** much *******'* ******* ********** ************ gap** ****** ** *****'* support ********? ** ***** can *** ****, **** will **** ******** **** of ***** ********.

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

********* ********* *****.*** *** DMP **** *** ******** responses. ***** *********** ******* IPVM **** ** ** primarily ******* ** ***** and ******, **** *** notable. *** *****.***:

  • "*****.*** ***** **** *** the **** *******. **** are ***** ** *******, extremely ******** *** **** support ********* ***** ***** into ***** ****** ****. It ***** **** * lot ** *** ** to **** ***** *****.***"
  • "*****.***, *** ** ***** friendly *** ****-******* *****, and ********* ****-**** ********* base."
  • "*****.*** ***** ** * very ***** ****** ** they *** **** ******* the ********, **** **** support ***** *******'* ********."

*** *** ***:

  • "***- **** *** *********** available *** *************."
  • "*** - ****** ********* anytime ** ****. ***** tier ** *******."
  • "*** - ******* ********** Products. ****** **** *** wait ****. ***** *** escalate ****** ******* ** get *** ***** ****** rather **** ****** ****** us ** ***** ***** for *** ********* ****."
  • "******* ********** ******** (***) is *** **** **** past ****. **** ***** are ***** *** *** support ***** *** *********** competent ** ****** **** complex ********* ** ********."
  • "***- ******* ******* ********. Their **** ******* ** extremely *************. **** **** have ***** ******* *** ALWAYS ****** *** *****"

** ** ********** *** us ** ******* ** compare *** *** *****.***'* support ** ***** ************* but ** **** ** was ***** ********** ***** integrators ******** ******** ** those *** *********.

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

********* *** *** ** two ***** ************ ************* on*** ***** ****. *******, ********* *** receive * ****** ****** of ******** **********, ****** they **** **** **** of *** ******** / worst ***** **** ********.

********** **** ********** **** mixed **** **** ******:

  • "*********, ***** *** ****"
  • "*********, ******* **** **** local ********* ******* & have ***** *** ******* center."
  • "*********, **** *** ****** readily ********* *** **** respond ****** ******* **** of *** ****"
  • "*********. * *** *********** to *** ****** ** third ***** ** ********* support ******* ******** ****-******* questions **** "****** **** device", "***** *** ** version", ***."
  • "********* *** **** ***** and ****** ******* ** with ******, ******** **** a ***** ******** **** me **** ****** ** hour ****** ****** ****"

*******, ****** **** **** muted ** ***** ****** or ******** ** ** Hivision's ********, *** ********* itself:

  • "*********. ***** *** **** than *** ****** ** which *** *** ****** customer ******* *******."
  • "** *** *** **** from ********* ** ** had * ******* *** that ******* *** ****** with ***** ****. ** is *** ***** **** they *** *** **** but **** ****** ** didn't **** ********, ** in ******* ** ** not **** *******."
  • "*********; *** *** **********, one ** ***** *******."
  • "**** ****** **** ***** can ** ****, * gotta *** *********."
  • "* *********** ** *********"

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

*****, *******, *** ****** all **** *** ******** (i.e., **** **** **** worst) ****** ********. ******* was ******* **** ***** than ***, ****** *** main ******** *** *** cost *** ************* ************ to ****** ***** ********* support. ***** *** * mix ** *********, ******* a ***** *****. ****** had *** ********** ****** way, *** **** *** worse, ********** ***** ******* is **** *** *** as *********** ** **** or ********.

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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