Best Manufacturer Technical Support 2020

By IPVM Team, Published on Oct 16, 2020

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 *******

**** *** *** *** response ***** ** **** by * ***** ******, receiving ** *** ****** of ******** ********* ******* the ** ** *** next *******, *** **** slightly **** **** *** top ** ********, *******.

******* ******** ****** ********* again ** **** *** was ** * ******-**** with ***** ********. ***** Genetec *** #* ** the **, ******** *** much ******** ******* *** US *** ******* ******** many ******** *********.

****** *** *****.*** **** in * ***** ****, receiving ********** ***** ******** than ******* *** ********, while **** ********* ******* negative *****.

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

**** *** *** *** response **** ***********, ****** prompt ******* *********, *********** support, *** ****/***** *** process:

  • "* **** ***** *** techs *** ** **** great ******* **** ****. We **** **** ** the ***** ***** **** received *** ***** ** cameras **** *** *** components ** **** *** they **** *****. **** just ******** *** ******* and **** ********* **** until **** **** *** changed ***."
  • "** **** **** ******** experiences **** ****. ******** the *******, ********* *** proposed ******* ** ** technically, *********** ** ************. Ultimate ******** ************ ** a **** ** ***** together."
  • "****, **** ****** **** are ****** ** ***. They **** **** *** easiest *** ******** ****** to ***** ******* *** have ***** **** ** do ******** ***'* ***."
  • "**** *** *******. ** I ****** **** ** say ****? **** ** them **** ********** *********** teams *** **** ***** left ** **** *** dry."
  • "****. *** ******** *** been ***** *** ***** willingness ** **** *** been * ***** ******* as ****"
  • "****, *******, ***. **** are **** ********. **** do *** ***** *** case ***** ** *** happy."
  • "****. ****** *** **** support **** **** ****** you ** ***** **** satisfied"
  • "**** - ***** ************* and ******** ********* **** are ****** ** ** problems."
  • "****. **** *** **** engineers ** * **** to ****** ** *************** problems."
  • "****. **** ** ****, no ** **** ***** hold ***** *** * very ***** *** *******."
  • "**** ***** ****** ** work **** *** **** work ******** ******** **** you"
  • "****. **** *** ********* to ******* *** ****** almost ** ** **** in **** *****"
  • "**** ** ***. **** support ** ****, ***** information *** ** ***** statements."
  • "**** ********* ******* ** fabulous, ****** ***** *** to *** *****"
  • "****. **** *********, ******** for ******** ***** *******"
  • "**** ****, ******* *** timely ********* *******"
  • "**** - **** **** great ******* & *****"
  • "****. ***** ********"

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

*********** ******** ** ******* noted ************* *********** *******, with ************* **** ******** responses **** ****:

  • "*******. **** ****** *** phone ** ** ********** amount ** **** *** have * **** ***** on ***** *******. ***** LPR **** ******* ** exceptional *** ***** *** product ****** *** ***."
  • "**** ********** *******. ** is **** ** *** with ********* ******* ** needed, **** **** ***** staff, *** **** **** competent ***** *******. **** also **** ******** ******** for ******* ***** ** helpful *** ********* ***** of ******* ******."
  • "** ** * *** of **** **** ******* and **** ****** ** try ** *** **** them ** **** ** possible, **** ** **** to **** **** ********* work ***** ******* ** find * **********."
  • "******* - *** **** we **** ****** ** need * ******** ** help ******* ** ******** or ******** *****, **** bring ** *** ***** people *** ***** *** problem ****** * ******* days."
  • "******* **** ******* **** top *****. *** **** available (**% ** *** time), *******, *************, *****."
  • "******* ***** ******** ** our **** ******** ******* to **** *** ******** base ** ****** ***** are ******* ** *** complexity ** ****** ******* and ********."
  • "*******, **** ************* **** always **** **** **** system ** ** *** running."
  • "******* *** ***** ******** exceptional ******* **** ** these ****** *****"
  • "******* ***? **** **** enthusiastic ********* ******"
  • "**** ********* ******* ** consistently *******"

*******, *** *** * of *** ******** ********* were **** ** ***********, with * ****** ******** response **** ******* *** US.

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

** *** *** * again, *********** ***** *** quick ******** ***** *** a ****** ***** ** support ******* ** ****** qualities:

  • "********. ******** **** * troubleshoot **** ****, **** take ** *** ** they ***, **** ** it ** *** ** scope **** ******* **** provide. * **** **** once * ******* **** a **** ******* ******, they *** ** ** with ** **** **********. I **** **** * can **** ** **** to **** ******* ***** product *** ************ ******* me ** ** ** well."
  • "********. ***** ******* ***** is ****** ********* *** very ********* ***** ******* issues. * **** ***** had *** **** **** me ** ***** *** device *** **** **. They **** ****** ****** up ***** ** **** sure *** ***** *** still ********."
  • "********, ******** ************ *** RMA's *** ****. ******* is ********* **** ** get ****** ******** ** the ***** **** **** the ********* ** ***** Alert."
  • "********, *** ****** *** answer ** **** ** the **** *** ****** who ******* *** *****"
  • "********, **** ********* ****** quickly *** **** *** problems ********"
  • "* **** **** ******** is ********* ********** *** helpful ** * ********** basis."
  • "******** - ********* ************ - ****** ** ******* some **** ********* ************"
  • "********. ****** **** * long ****, ****** ****** have * ****."
  • "********, **** ******* **** thorough"

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

*********** ***** ***** ******* response **** ** * common *****:

  • "****** *** *****, **** than * ******* ** hold. *** **** *** knowledgeable *** ****** ** right ****."
  • "****** **** ***** **** support *** ****** ****** resolve *** ***** ** will **** ** ****** a *********** ******* ** it ** ******."
  • "******. * **** * dedicated ***. * *** a ******** ***** *** if ***** ** * bad ****** **** ****** thru *** ****** *******."
  • "******. *** ***** *** has **** **** ******* directly *** ** ***** at ******* ** ******** other ********* **** ** might ****"
  • "******, *** **** ******** both **** ******* ******** on ******** ** **** picked **"
  • "******. ******** **** ** fantastic. ******** ******* ******* with ***** *******."
  • "******. **** ****** *** calls. ** **** *** a ******."
  • "******. **** *******, *** in ******."
  • "******-******* ** ********** *** competent."

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

*****.*** ******** **** ******** responses, ***** ****** ***** staff *** ***** *********:

  • "*****.***. *.*. *****, **** helpful, **** *************, ******* to ** ******** ** takes ** ***** ** issue, ********* ****** ******* resources ********* * ************* knowledge ****, ******* ****** system **** ** **** in ***** ***** **** services **** ********* ****, use *** ****."
  • "*****.***, **** ***** **** time, *** ******* *************** are **** ************* *** calls *** ****** ** one ****."
  • "*****.***, **** **** ********* sit ** *** ***** with *** *** ******** hours ******** ***** ****** box **** **** ******** fixed."
  • "*****.*** - **** ****** and **** ******** ******* dealers ** ***** *** beta ******* ***** ********."
  • "*****.***. **** *** ****** friendly *** *************."

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

********* *** *** * in **** *** ******* out ** *** *** 5, **** * ******** decrease ** ******** *********, especially **** *********** ******* the **. *********** **** mentioned ********* ***** ****** engineering *****, ***** ********* cited ****** **** ********** partner ************.

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

********* *** ***** **** both ******* ******** *******, with * *** ** responses ****** **** ******** time *** ******* ****** support *** ** ***********.

*** *** ********* '*****' results, ******** ************ ********* ******* 2020.

Comments (3)

** ***** ** ** surprise ** ** **** these ****-*******/***-**** ************* **** exceptional ********* ******* **** their ********. *** ****** is * ******** ********* to ****-**** ***** ******.

***** **** **** ******* is ***** ** ********* flavours ** ********* *********** by **** ************, ** would ** *********** ** know ******* ***** ********* are **** *********** **** have **** **** ** support ******** **** *** manufacturer ** ** ***** that *** **** ******* to **** **** **** desk *******.

*** ***** ***** **** some ***** ** *** that **** ***** ****** receive ******** ********.

*. ******/** ****** *** direct ******* ** *** users/small *** *** ** alike/ ****** *****, *** email *** **** **** the *****. ***** ******* well ** *** ****** support ***** ******. ** such **/****** ***** ***** their **** **** ** they **** **** *******, train *** ********** ********* support ****.

***** ****** ** *** other **** ******* ****** on ***** ********* ************/******* partners *** ******* *** users/small ** *****. ***** distributors/prermium ******** ******* ** their *********. ** **** support ***** ** ******** poor ** ****** ** general.

*. *** **/******** **** only ** ***** ******* level(e.g. *** ** ** a *******, ********** ******) has ***** ****** ********* tender ****** **** ** the ****** ** **** customisation ** ******** *** application.

**** ***** **** *** top ** *** ******* is **** ****** ** China ******.******* ***** *** customers ** ** *** less ***** ** ***** support *** ***** ******.

- **** ** ***** European *** ** ********* lack, ****** *** *** so *** * ****** customer **** ****** ******. As **** ** ***** country *****, ********** ** price ********* *********, ********* do *** **** **** EU/US ****** *** ***** their ***** ****.

** * *******.

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