Dealing with Manufacturers Complaints

By: John Honovich, Published on Jul 27, 2011

We get a lot of manufacturer complaints. Every week. Seemingly someone is always upset, angry, disappointed, shocked, etc. Just like we have the right to criticize, manufacturers certainly have the right to complain. Some manufacturers provide very strong feedback while others simply whine. In this note, we break down the differences and look at how the rise of the social web is changing the industry's power structure.

Manufacturer Carrots and Sticks

Historically, manufacturers have been the heart of the industry. Their money and products fuel and shape what gets said and who sells what to whom.

Ask yourself: How many times have you read a trade magazine or market analyst criticize a manufacturer? It is extremely rare. Bigfoot sightings are far more common. This is no coincidence. The mags and analysts depend almost entirely on large purchases from a small number of manufacturers. 

Integrators, too, face risks in criticizing manufacturers, especially products that have limited distribution. Manufacturers can restrict product availability, favor rival dealers, offer lower price discounts, etc.

For manufacturers, this is a good world because marketing messages can be tightly controlled. For users, not so much because problems are easily hidden.

Independence from Manufacturers

Financial independence from manufacturers is an absolute necessity. In the beginning of the site, I spoke privately with the industry 'big shots' and it was crystal clear to me that manufacturers controlled the process with their $10,000 consulting engagements, report purchases, webinar sponsorships, advertising campaigns, etc. You take that money and they can and will use it as leverage to (1) stop you from saying anything negative and (2) push you to promote their agenda. At some level, I do not blame manufacturers for this. After all, they are the ones paying the whole bill, not anyone else.

By contrast, our business model is designed to stop manufacturer influence. We have thousands of members and not one of them represents more than a fraction of 1 percent of our revenue. Whether anyone pays or does not pay a few hundred dollars for yearly membership because of the coverage we provide is irrelevant to us. Manufacturers can complain but they are financially powerless to influence us.

Good and Bad Feedback

Get Notified of Video Surveillance Breaking News
Get Notified of Video Surveillance Breaking News

While we have no interest in making manufacturers happy, we do care deeply about the technical accuracy of our reporting and analysis. As such, we welcome all feedback on the details themselves and look forward to quality input - whether from manufacturer, integrator, end user, consultant or others.

To conclude, here are recommendations on the least and most effective forms of feedback.

Bad Feedback:

  • Your emotional state: Whether you are happy, sad, angry or frustrated is irrelevant to our reporting. Manufacturers might use this as a stick to prod trade magazines on future ad purchases but we just do not care.
  • Your customers: Manufacturers like to respond by saying 'our customers love us' or we just deployed at Customer A, B or C. All manufacturers, whether good or bad, have customers. As such, it makes no difference.
  • People you talk to: Strangely, manufacturers will say things like , "I spoke with B at Organization X and he loves our product." Again, all manufacturers talk to people who say they love their product. This will not change our position.
  • Citing your marketing slogan: We often get feedback that says, "But, you don't understand, we are the choice of a new generation" or whatever the company's marketing slogan is. 
  • That we are out of touch with industry trends: Ironically, we get this frequently from people who have been in the surveillance industry for less than a year. Disagree with us in a more productive manner.

The consistent thread in all bad feedback is that it is emotive and subjective. 

By contrast, good feedback is technical and factual:

  • Your Revenue: Revenue is a much better sign than individual customers because it represents an aggregate of many customers. We know what your main competitor's revenue is, so if yours is higher it is a good sign. On the other hand, many manufacturers hide this because they know they are lagging.
  • Number of Customers in a Market Segment: If you have a mass of customers in one segment (say education), share that numbers (e.g., we have 50+ US colleges). This is a much better trend line than individual customer wins.
  • Facts on Your Products and Pricing: If our analysis includes incorrect facts or omits relevant ones, tell us. Often, manufacturer feedback ignores this points and leads us to conclude that our analysis is correct but that the manufacturer simply wants to whine about us not being more flattering. By contrast, a number of manufacturers provide excellent factual feedback. Not only will we update reporting immediately but these manufacturers gain our respect and trust as people who understand their products and can communicate effectively.
  • Roadmap and Upcoming Enhancements: Often, manufacturers are well aware of the concerns we state as their customers have raised them as well. Many times enhancements are already on the roadmap for release within 6 months to a year. Share this with us, even if it is off the record. It gives us visibility and confidence that you are working on improvements.

The Rise of the Social Web

Related Reports

Coronavirus Hits Manufacturers, Standing Now, Worse To Come on Apr 06, 2020
Coronavirus is hitting security manufacturers, though overall modestly for...
Terrible Convergint Coronavirus Thermal Camera Recommendation on Apr 01, 2020
A week after Convergint disclosed falling revenue, pay and job cuts,...
Bottom: Integrators Start To Stand Vs Coronavirus on Apr 20, 2020
Good news - IPVM integrator statistics show that while coronavirus has hit...
Faked Coronavirus Fever Detection, Athena Used Hikvision; Responds - Selling NDAA Compliant Cameras, Pledging 50% Of Profits to Victims on Mar 24, 2020
US company, Athena Security, faked its coronavirus fever detection marketing,...
Convergint Outlook Turns Negative on Apr 16, 2020
Convergint's outlook has turned negative, according to bond rater Moody's,...
Worst NVR / VMS Manufacturers 2020 on Feb 10, 2020
For the second time in a row, a global manufacturer has been selected by...
UK Government Says Fever Cameras "Unsuitable" on Jul 01, 2020
The UK government's medical device regulator, MHRA, told IPVM that...
Faked Convergint Fever Camera 'Expert' Marketing on Jun 16, 2020
Convergint touts they are "THERMAL CAMERA SOLUTION EXPERTS" while faking...
Worst Over But Integrators Still Dealing With Coronavirus Problems (June Statistics) on Jun 30, 2020
While numbers of integrators very impacted by Coronavirus continue to drop,...
The Problem With Fever Detecting Thermal Sunglasses on Apr 15, 2020
While the media has promoted using thermal sunglasses to detect fevers, this...
Verkada: "IPVM Should Never Be Your Source of News" on Jul 02, 2020
Verkada was unhappy with IPVM's recent coverage declaring that reading IPVM...
White House Trade Advisor Calls Hikvision "Very Evil Company" on Jun 24, 2020
White House trade advisor Peter Navarro has called Hikvision a "very evil...
Hikvision Admits Sanctions Harming Its Financial Performance on Mar 27, 2020
While Hikvision initially downplayed being sanctioned for human rights...
Integrators Hard Hit By Coronavirus on Mar 18, 2020
Integrators are already being hard hit by Coronavirus as brand new IPVM...
Don't Deceive. Lessons From Scott Schafer on Mar 20, 2020
Deception is bad. We can learn some important lessons from Scott Schafer, a...

Recent Reports

Genetec CEO Declares "We Don't Negotiate Payment With Patent Trolls" on Aug 11, 2020
Are patent trolls like terrorists? Genetec's CEO is coming out strongly...
Hanwha AI Analytics Camera Tested on Aug 11, 2020
Hanwha has released their Wisenet P AI camera, adding person and vehicle...
Alabama Schools Million Dollar Hikvision Fever Camera Deal on Aug 11, 2020
The Baldwin County, Alabama public schools purchased a $1 million, 144-camera...
Dahua Taunts Australian Government, Continues To Sell Illegal Fever Cameras on Aug 10, 2020
Dahua is effectively taunting the Australian government by continuing to sell...
HID Releases VertX Replacement Aero on Aug 10, 2020
HID is replacing two established and broadly supported types of access...
NDAA Compliant Video Surveillance Whitelist on Aug 10, 2020
This report aggregates video surveillance products that manufacturers have...
Telpo China Temperature Tablets Tested on Aug 10, 2020
The provider for overseas companies ranging from Canon Singapore to US'...
Dangerous Hikvision Fever Camera Showcased by Chilean City on Aug 07, 2020
Deploying a fever camera outdoors, in the rain, with no black body, is...
"Grand Slam" For Pelco's PE Firm, A Risk For Motorola on Aug 07, 2020
The word "Pelco" and "grand slam" have not been said together for many years....
FLIR Stock Falls, Admits 'Decelerating' Demand For Temperature Screening on Aug 07, 2020
Is the boom going to bust for temperature screening? FLIR disappointed...
VSaaS Will Hurt Integrators on Aug 06, 2020
VSaaS will hurt integrators, there is no question about that. How much...
Dogs For Coronavirus Screening Examined on Aug 06, 2020
While thermal temperature screening is the surveillance industry's most...
ADT Slides Back, Disappointing Results, Poor Commercial Performance on Aug 06, 2020
While ADT had an incredible start to the week, driven by the Google...
AHJ / Authority Having Jurisdiction Tutorial on Aug 06, 2020
One of the most powerful yet often underappreciated characters in all...
SIA Coaches Sellers on NDAA 889B Blacklist Workarounds on Aug 05, 2020
Last month SIA demanded that NDAA 899B "must be delayed". Now that they have...