Best Manufacturer Technical Support 2020

By IPVM Team, Published Oct 16, 2020, 08:12am EDT (Info+)

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)

It comes as no surprise to me that these fast-growing/top-tier manufacturers pair exceptional technical support with their offering. The latter is a critical component to long-term sales growth.

Agree: 10
Disagree
Informative: 2
Unhelpful
Funny

Given that tech support is given in different flavours in different geographies by each manufacturer, It would be interesting to know whether those responses are from integrators that have some sort of support contract with the manufacturer or by those that are just calling to some free help desk support.

Agree: 5
Disagree
Informative: 1
Unhelpful
Funny

The facts below shed some light to why that most China brands receive negative feedback.

1. Europe/US brands has direct support to end users/small and Big SI alike/ online chats, via email and also over the phone. These reflect well on the annual support level survey. As such US/Europe brand serve their base well as they have well drilled, train and experience frontline support team.

China brands on the other hand depends mainly on their appointed distributors/premium partners for support end users/small SI alike. These distributors/prermium partners depends on their resellers. As such support level is consider poor by public in general.

2. Big SI/Customer even only at local country level(e.g. Big SI in a country, Government sector) has China brands undivided tender loving care to the extend of free customisation in hardware and application.

This means that the top of the pyramid is well served by China brands.However these big customers or SI are less vocal in their support for China brands.

- This is where European and US companies lack, unless you are so big a global customer they cannot ignore. As such in local country level, especially in price sensitive countries, companies do not feel that EU/US brands are worth their price tags.

My 2 pennies.

Agree
Disagree
Informative
Unhelpful
Funny
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