Best Manufacturer Technical Support 2020

Published Oct 16, 2020 12:12 PM

5 manufacturers stood out as providing the best technical support to ~200 integrators in a 2020 IPVM survey. These integrators responded to:

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

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In this note, we examine the strengths of these 5 manufacturers including detailed integrator commentary. Plus, we compare to 2018's Best Manufacturer Technical Support results.

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Executive *******

**** *** *** *** ******** ***** in **** ** * ***** ******, receiving ** *** ****** ** ******** responses ******* *** ** ** *** next *******, *** **** ******** **** than *** *** ** ********, *******.

******* ******** ****** ********* ***** ** 2020 *** *** ** * ******-**** with ***** ********. ***** ******* *** #1 ** *** **, ******** *** much ******** ******* *** ** *** neither ******** **** ******** *********.

****** *** *****.*** **** ** * third ****, ********* ********** ***** ******** than ******* *** ********, ***** **** receiving ******* ******** *****.

#1 - **** *** ******** *****

**** *** *** *** ******** **** integrators, ****** ****** ******* *********, *********** support, *** ****/***** *** *******:

  • "* **** ***** *** ***** *** PM **** ***** ******* **** ****. We **** **** ** *** ***** group **** ******** *** ***** ** cameras **** *** *** ********** ** them *** **** **** *****. **** just ******** *** ******* *** **** replacing **** ***** **** **** *** changed ***."
  • "** **** **** ******** *********** **** Axis. ******** *** *******, ********* *** proposed ******* ** ** ***********, *********** or ************. ******** ******** ************ ** a **** ** ***** ********."
  • "****, **** ****** **** *** ****** on ***. **** **** **** *** easiest *** ******** ****** ** ***** support *** **** ***** **** ** do ******** ***'* ***."
  • "**** *** *******. ** * ****** need ** *** ****? **** ** them **** ********** *********** ***** *** have ***** **** ** **** *** dry."
  • "****. *** ******** *** **** ***** and ***** *********** ** **** *** been * ***** ******* ** ****"
  • "****, *******, ***. **** *** **** thorough. **** ** *** ***** *** case ***** ** *** *****."
  • "****. ****** *** **** ******* **** they ****** *** ** ***** **** satisfied"
  • "**** - ***** ************* *** ******** engineers **** *** ****** ** ** problems."
  • "****. **** *** **** ********* ** a **** ** ****** ** *************** problems."
  • "****. **** ** ****, ** ** very ***** **** ***** *** * very ***** *** *******."
  • "**** ***** ****** ** **** **** and **** **** ******** ******** **** you"
  • "****. **** *** ********* ** ******* our ****** ****** ** ** **** in **** *****"
  • "**** ** ***. **** ******* ** chat, ***** *********** *** ** ***** statements."
  • "**** ********* ******* ** ********, ****** reply *** ** *** *****"
  • "****. **** *********, ******** *** ******** comes *******"
  • "**** ****, ******* *** ****** ********* support"
  • "**** - **** **** ***** ******* & *****"
  • "****. ***** ********"

2nd **** - *******

*********** ******** ** ******* ***** ************* engineering *******, **** ************* **** ******** responses **** ****:

  • "*******. **** ****** *** ***** ** an ********** ****** ** **** *** have * **** ***** ** ***** product. ***** *** **** ******* ** exceptional *** ***** *** ******* ****** and ***."
  • "**** ********** *******. ** ** **** to *** **** ********* ******* ** needed, **** **** ***** *****, *** they **** ********* ***** *******. **** also **** ******** ******** *** ******* which ** ******* *** ********* ***** of ******* ******."
  • "** ** * *** ** **** with ******* *** **** ****** ** try ** *** **** **** ** much ** ********, **** ** **** to **** **** ********* **** ***** hardest ** **** * **********."
  • "******* - *** **** ** **** issues ** **** * ******** ** help ******* ** ******** ** ******** issue, **** ***** ** *** ***** people *** ***** *** ******* ****** 5 ******* ****."
  • "******* **** ******* **** *** *****. All **** ********* (**% ** *** time), *******, *************, *****."
  • "******* ***** ******** ** *** **** resource ******* ** **** *** ******** base ** ****** ***** *** ******* by *** ********** ** ****** ******* and ********."
  • "*******, **** ************* **** ****** **** sure **** ****** ** ** *** running."
  • "******* *** ***** ******** *********** ******* even ** ***** ****** *****"
  • "******* ***? **** **** ************ ********* people"
  • "**** ********* ******* ** ************ *******"

*******, *** *** * ** *** positive ********* **** **** ** ***********, with * ****** ******** ******** **** outside *** **.

2nd **** - ********

** *** *** * *****, *********** noted *** ***** ******** ***** *** a ****** ***** ** ******* ******* as ****** *********:

  • "********. ******** **** * ************ **** them, **** **** ** *** ** they ***, **** ** ** ** not ** ***** **** ******* **** provide. * **** **** **** * connect **** * **** ******* ******, they *** ** ** **** ** till **********. * **** **** * can **** ** **** ** **** support ***** ******* *** ************ ******* me ** ** ** ****."
  • "********. ***** ******* ***** ** ****** available *** **** ********* ***** ******* issues. * **** ***** *** *** just **** ** ** ***** *** device *** **** **. **** **** always ****** ** ***** ** **** sure *** ***** *** ***** ********."
  • "********, ******** ************ *** ***'* *** easy. ******* ** ********* **** ** get ****** ******** ** *** ***** call **** *** ********* ** ***** Alert."
  • "********, *** ****** *** ****** ** most ** *** **** *** ****** who ******* *** *****"
  • "********, **** ********* ****** ******* *** help *** ******** ********"
  • "* **** **** ******** ** ********* responsive *** ******* ** * ********** basis."
  • "******** - ********* ************ - ****** us ******* **** **** ********* ************"
  • "********. ****** **** * **** ****, almost ****** **** * ****."
  • "********, **** ******* **** ********"

3rd **** - ******

*********** ***** ***** ******* ******** **** as * ****** *****:

  • "****** *** *****, **** **** * minutes ** ****. *** **** *** knowledgeable *** ****** ** ***** ****."
  • "****** **** ***** **** ******* *** almost ****** ******* *** ***** ** will **** ** ****** * *********** product ** ** ** ******."
  • "******. * **** * ********* ***. I *** * ******** ***** *** if ***** ** * *** ****** they ****** **** *** ****** *******."
  • "******. *** ***** *** *** **** very ******* ******** *** ** ***** at ******* ** ******** ***** ********* that ** ***** ****"
  • "******, *** **** ******** **** **** support ******** ** ******** ** **** picked **"
  • "******. ******** **** ** *********. ******** service ******* **** ***** *******."
  • "******. **** ****** *** *****. ** need *** * ******."
  • "******. **** *******, *** ** ******."
  • "******-******* ** ********** *** *********."

3rd **** - *****.***

*****.*** ******** **** ******** *********, ***** noting ***** ***** *** ***** *********:

  • "*****.***. *.*. *****, **** *******, **** knowledgeable, ******* ** ** ******** ** takes ** ***** ** *****, ********* online ******* ********* ********* * ************* knowledge ****, ******* ****** ****** **** is **** ** ***** ***** **** services **** ********* ****, *** *** love."
  • "*****.***, **** ***** **** ****, *** support *************** *** **** ************* *** calls *** ****** ** *** ****."
  • "*****.***, **** **** ********* *** ** the ***** **** *** *** ******** hours ******** ***** ****** *** **** your ******** *****."
  • "*****.*** - **** ****** *** **** actively ******* ******* ** ***** *** beta ******* ***** ********."
  • "*****.***. **** *** ****** ******** *** knowledgeable."

Drops *********, ***** ********

********* *** *** * ** **** but ******* *** ** *** *** 5, **** * ******** ******** ** positive *********, ********** **** *********** ******* the **. *********** **** ********* ********* noted ****** *********** *****, ***** ********* cited ****** **** ********** ******* ************.

Net ********* - ********* *** *****

********* *** ***** **** **** ******* negative *******, **** * *** ** responses ****** **** ******** **** *** limited ****** ******* *** ** ***********.

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

Comments (3)
UM
Undisclosed Manufacturer #1
Oct 16, 2020

** ***** ** ** ******** ** me **** ***** ****-*******/***-**** ************* **** exceptional ********* ******* **** ***** ********. The ****** ** * ******** ********* to ****-**** ***** ******.

(10)
(2)
UM
Undisclosed Manufacturer #2
Oct 19, 2020

***** **** **** ******* ** ***** in ********* ******** ** ********* *********** by **** ************, ** ***** ** interesting ** **** ******* ***** ********* are **** *********** **** **** **** sort ** ******* ******** **** *** manufacturer ** ** ***** **** *** just ******* ** **** **** **** desk *******.

(5)
(1)
UI
Undisclosed Integrator #3
Oct 26, 2020

*** ***** ***** **** **** ***** to *** **** **** ***** ****** receive ******** ********.

*. ******/** ****** *** ****** ******* to *** *****/***** *** *** ** alike/ ****** *****, *** ***** *** also **** *** *****. ***** ******* well ** *** ****** ******* ***** survey. ** **** **/****** ***** ***** their **** **** ** **** **** well *******, ***** *** ********** ********* support ****.

***** ****** ** *** ***** **** depends ****** ** ***** ********* ************/******* partners *** ******* *** *****/***** ** alike. ***** ************/******** ******** ******* ** their *********. ** **** ******* ***** is ******** **** ** ****** ** general.

*. *** **/******** **** **** ** local ******* *****(*.*. *** ** ** a *******, ********** ******) *** ***** brands ********* ****** ****** **** ** the ****** ** **** ************* ** hardware *** ***********.

**** ***** **** *** *** ** the ******* ** **** ****** ** China ******.******* ***** *** ********* ** SI *** **** ***** ** ***** support *** ***** ******.

- **** ** ***** ******** *** US ********* ****, ****** *** *** so *** * ****** ******** **** cannot ******. ** **** ** ***** country *****, ********** ** ***** ********* countries, ********* ** *** **** **** EU/US ****** *** ***** ***** ***** tags.

** * *******.