Dealing with Manufacturers Complaints

Author: 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 Video Surveillance News In Your Inbox
Get Video Surveillance News In Your Inbox

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

As the web allows more people to provide feedback and input on products and services, manufacturers will continue to lose control over their marketing message. Whether it is an IPVM test, anonymous forum discussions or user complaints on twitter, this trend of independent feedback will increase. In the long run, manufacturers will serve themselves best by thoughtfully listening and providing real feedback on issues raised.

Related Reports

3VR Sales And Marketing Execs Out, Company Shifting on Nov 22, 2016
Two executives are out at 3VR, both after relatively short tenures at the company. 3VR's CEO says this is part of a shift to cover new markets....
Top Manufacturers Gaining and Losing 2016 on Nov 21, 2016
Hikvision has been the top gaining manufacturer in IPVM's annual integrator survey the past 2 years (see 2015 results and 2014 results). Can they...
Sony and Bosch Combine Forces on Nov 15, 2016
Two of the biggest brands in the video surveillance industry are joining forces. Following a wave of industry consolidation and the race to the...
Samsung Brand 'Phasing' Out For Hanhwa Techwin on Nov 14, 2016
The phasing out of the Samsung brand for video surveillance products continues. First, it was the corporate name changing from Samsung Techwin to...
Genetec Expels Hikvision on Nov 08, 2016
Genetec has removed support for Hikvision devices, deeming them 'untrustworthy', citing customer concerns about Chinese government ownership /...
Axis Releases Access Credentials - Insecure But Convenient on Nov 02, 2016
Axis continues to build out their own end-to-end 'solution'. The company recently announced a series of credential cards, but instead of a...
Milestone Launches $50,000 Developer Contest on Oct 26, 2016
Milestone wants independent developers to enhance XProtect. In a hackathon-style contest Milestone is soliciting developers to submit ideas for a...
"WTF?!?!? Who is Brian Karas?!?" Exclaims Knightscope on Oct 21, 2016
Knightscope co-founder Stacy Stephens emailed us: He may not have intended to send it to us and he probably can figure out who Brian Karas is,...
IHS Sells Credibility To Manufacturer Sponsorships on Oct 18, 2016
A valuable manufacturer opportunity or a conflict of interest? Trade magazines have long offered promotional whitepapers and webinars to...
No Marketing Gimmick, Sharp Security Robot Targets Professional Market on Oct 17, 2016
Security robots are getting a lot of attention. Unfortunately, this is often for wrong reasons, most spectacularly highlighted by the Knightscope...

Most Recent Industry Reports

Knightscope - $122,509 Revenue, $2.5 Million Loss Seeks $20 Million Investment on Dec 09, 2016
The robot that ran over a child, Knightscope, wants money and they need it. Investors can invest as little as $1,000 to participate and...
The Russian SMP Security Robot on Dec 08, 2016
A Russian manufacturer, SMP, has a commercially available outdoor security robot, at a lower price and with much less marketing than their main...
How Hikvision Beats Its OEMs on Dec 08, 2016
Hikvision GM declared that they are not aggressive with their competitors. But some of their own OEM partners disagree. Inside, we reveal a key...
Dahua Discontinuing H.264 Only Products on Dec 08, 2016
Dahua has taken a stand for H.265 and is discontinuing its H.264 only products. We examine the shakeup inside this...
IP Networking Course January 2017 on Dec 08, 2016
This is the only networking course designed specifically for video surveillance professionals plus it includes live training, personal help and...
Hikvision vs Dahua Mobile Apps Tested on Dec 07, 2016
With smartphone use and low-cost video recorders surging, many user's main interface to their surveillance system is their phone. With mobile video...
Paxton Drops US Reps, Plans Major Expansion on Dec 07, 2016
Paxton is gearing up to make a big run at  US access control success. The first step they have made is to cut all US Rep Firms, in anticipation of...
Axis Partner Elder Care Video Analytics (Smartervision) on Dec 07, 2016
Can video analytics be used to improve the care of the elderly? Axis and a video analytics startup, Smartervision, are working together to do so....
Sony IP Camera Backdoor Uncovered on Dec 06, 2016
A backdoor has been uncovered in ~80 Sony IP camera models, attackers can remotely enable telnet on the camera, and then potentially login as root,...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact