Exacq favorability amongst integrators has declined sharply, in new IPVM statistics, compared to 2017 IPVM statistics for Exacq.
Now, over 5 since Tyco acquired Exacq, 2 years since Exacq co-founders exited and just months after the ex-Exacq founders launched a competitor Qumulex, the now JCI-owned VMS company is declining in favorability.
While Exacq still has a net positive favorability of +22, that was cut more than half from 2017's +46. The image below shows the 2019 results:
And this graphic demonstrates the shift between 2017 and 2019:
Executive *******
*** **** ****** **** ********** ********, listed ** ***** ** ********* ***:
Overall, **** ******* / *******
********** ** *** ***** ******* ** favorability, *** ******* ***** ***** *********** was ***** ****, *******, ***** *** a **** ******* ******, **** **** support *** **** ********. **** ******* the **** *********, ***** ****** ***** integration **** ****** ** * ****:
Tyco **** **** A ********
***** **** * ****** ***** ******** on ****'* ********* ** *****, **** many *********** ***** *** *** * competitor. **** ***********, **** ***** **** had **** ****** ** ***, **** they ***** *** *** * **********'* products:
Just **
*** ***** **** ********* ***** *** that ** ***********. **** **** *********** had ********* ******** ** ***, ** was ***** ***** ******** ** ********* of ****-*********, *********, ** ********** ********. Some **** **** **** ***** *** nothing *** **** ******* ***** ******* like "**** **," *** "** *****":
Not ** **** ** **** **** ** ** / *** *******
****** ** **** ** **** ********* about ***** **** *** ***** ******* line, **** ** **** ******* ** had **** ********* *********, **** ****'* that ****--********* *** ** **** ** they **** ** **--**** **** *********** citing ***** ************* **** *********:
Support ****** * *******
*** ************, ***** *****'* ********* ** 2018 ******'* ***** ************ **** ******* *********, ***** **** * ****** ** comments ** **** **** *******:
*******, ***** ****** ***** ********* *** ******** ********* tech ******* *********. *** **** ** *********** ********** are **** ****** **** ** *******. But *** ******** **** *** ****; Just *** *** ****** **** ****** was *********, ** ****** ***** ******* for * **** ** *** ******* on, ****** ** **** *** ******* to **** ** *** ** **** and **** **.
Pricepoint ******
*** **** ***** **** ******* *** an ******-***** ****** **** *** ***** point.
**********
*******
***** *** / **** / ***** has **** ****** *******, **** ** face *********. ** *** ******** ****, they **** ********** **** *********** *** is ******* ** ********** *****'* ****** VMS ********, **** **** *********** ******** ************** ********'* *******, ****** ****** ******** GM ** *****. ** *** ******** side, *** **-***** ********, **** ***** non-competes ********,*** **** **** ********** ******* ** ******* **** ** head ******* ***** ** ****. ******* this **** **** *** *** ***** extra-motivation ** ******* *******, ** **** do ***, **** *** ******* **********.
Yes their licensing price went up late last summer but they also started reducing some of their recorder pricing by up to 30% on some of the A series. We had to re-quote a project and we saved the customer some $$.
They also had a great promotion last year that gave the customer lifetime software upgrades if you bought an A or Z series recorder.
*I work at Exacq. We are listening and making changes. Last month Exacq placed new leadership over technical support and announced new positions. Recently, Johnson Controls brought in experienced new leadership over all of security and video with more commitments to invest in Exacq. New solutions such as G-Series, Cloud Drive and others are coming in 2019. There is work to be done. We are all in.
New solutions such as G-Series, Cloud Drive and others are coming in 2019.
Wasn’t Cloud Drive already launched last year?
Cloud Drive was launched last year. There is new lower pricing coming out to better meet our market experience.
Exacq Cloud Drive was launched near the end of December 2018. It really lags behind competitors in respect to pricing, ease to quote, access to it, etc. If you're coming out with newer lower pricing 2.5 months after launch maybe you were a little quick to market without doing market research or other due diligence. It seems like JCI wanted to snag a cloud service ASAP and launch without making sure it fit current models. It's a great idea but why would someone who already has a DVR with storage and the ability to back that up cheaper and longer than Cloud Drive want to pay...again?
Better off going the Cisco model and giving your Illustra Edge and Pro the ability to stream directly to a cloud service with a user GUI and give a new customer an option to eliminate a DVR completely.
I appreciate the feedback and you are correct on some comments. Selling cloud storage services using existing distribution channels is brand new and a work in process. The "Cisco model" you mentioned is available today. Almost every Illustra Flex or Pro camera firmware can be upgraded to support direct to cloud VMS service (no NVR required) today. You can "buy and try" from the Smartvue website.
Cloud drive is clunky and lags behind other similar products. ...experienced leadership is a lot different than proven leadership especially in this industry.
I like Exacq. Yeah the licensing expires but that doesn't mean your cameras will stop working. If you have a service agreement with a good integrator then it matters even less. You may run into an issue if you add cameras 4-5 years after your initial purchase but with an IT mindset you have to accept the licensing and software upgrade angle, if you do it is more digestible.
GUI is a bit of a pain but once youre familiar with it there isnt an issue. One survey participant referenced 317-845-5710 when calling support...this is the corporate HQ phone number for Exacq. Why would you call the corporate HQ when attempting to get support? That response should have been thrown out and I wonder across all of these surveys how many participants don't have a clear understanding of how or where to look for help.
In November they also upgraded their hardware to compete with other hardware suppliers such as BCDvideo.
I've personally used, administrated and trained end-users on many of the systems people are comparing Exacq to; Genetec, Avigilon, etc and they all have there respective hangups. Also...someone referenced Spectrum...the cable provider is a competitor to Exacq?
Spectrum is a reference to digital watchdog who calls their software “spectrum”. No affiliation with the cable company.
One survey participant referenced 317-845-5710 when calling support...this is the corporate HQ phone number for Exacq. Why would you call the corporate HQ when attempting to get support?
That is the number listed on Exacq's website, I just checked, screencap below:
I don't know if there is another direct number. I am betting that there is since you made this comment. However, given that Exacq's website lists the number he did call, it is a fair comment.
John, you are correct, this is the support number. I followed up with the support team and changes are being made this week to address busy signals. We are upgrading our support phone systems in Fishers, IN and across TSP at JCI to ultimately make it more efficient for everyone. I agree it sucks. We will address it.
Guess it's the same number. Sucks they had a busy signal for an hour, those things happen to all companies though. They do provide other avenues of support outside of a phone number.
As the areas largest integrator of enterprise camera solutions I can say this. There are several key things that are an issue currently. 1st and foremost is not having a DDNS or service of the like . Secondly is the amount of time that it takes to get on the phone with a knowledgeable support tech. And a lot of times once one does answer the phone , they dont have an answer to your question. We have also not had very good luck with their lower end appliance devices. M- series in particular seems to be quite a POS . All that said exacq is still the best go to VMS in my opinion when you need to do a change over and use XYZs cameras . They have seem to have the most support in that area.
I agree with you especially DDNS and their m series. I would also add there searching is only good as timeline search. Thumbnail, list and smart search are normally just not useful and don't work well. IMO
