Exacq Adds On-Site Hardware Repair

Author: Brian Karas, Published on Apr 18, 2016

Integrators, want Exacq to send someone to fix your NVR next day?

Well, Exacq is adding a new on-site repair option for their NVRs. Customers who purchase Exacq recorders can add an optional on-site support contract at time of purchase.

We spoke with Exacq to get details on this program and compare it to other options inside.

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Vote ***

Comments (13)

Who "exacqtly" (ha ha) were these "dealers" who demanded this service? The small 1 and 2 person shows with limited knowledge and resources? Why pander to that group? Is Exacq going to be getting demands soon from dealers for installation services as well? So Exacq can handle it all; installation, service and support, and open up the field to anyone with a phone to what essentially becomes free lance sales people for Exacq?

I can't figure out if this is pandering to the lowest common installer or part of a greater plan on Exacq's part, or both.

Why is this different than on-site Dell or other PC repair, though? Four hour response time on Dell servers has been a common option for years, and I've never heard anyone complain about them offering it. Why is an Exacq NVR different?

I freely admit it may just be a knee jerk reaction on my part. The difference to me would be it would be Dell doing it, not the VMS company. I know I am looking at it solely through an integrators eyes, so I am going to see this as a possible encroachment by a manufacturer based on a service we provide. But if priced (high) enough, should not be a concern, I guess.

I can't figure out if this is pandering to the lowest common installer or part of a greater plan on Exacq's part, or both.

I think this is mostly a game of catch-up on Exacq's part. As I mentioned in the Competitive Comparison section, this isn't ground breaking and a lot of Exacq's competitors already offer similar warranty plans.

Dealers have the option to sell this, or not, and it's on a server by server basis. It could be handy if you have a customer that is at the outer fringes of your standard coverage area and you want to be able to offer them a decent service contract without having to basically dedicate a full tech day for any service call (eg: tech spends 2 hours driving out, 3 hours onsite, 2 hours driving back).

I think this sort of plan can be attractive to larger/enterprise customers, especially those with multiple locations.

This is probably Exacq`s response to what BCD Video promotes with HP`s on site repair service.

https://www.bcdvideo.com/global-onsite-warranty/

Chances are very good that HP can resolve the problem over the phone and not have to send an authorized repair person to site.

Is this offer only good for the warranty period?

Yes, the product needs to be under the general 3 year warranty period. This on-site repair option can be added years 1, 2, or 3, but not 4+.

One thing that Exacq explains about their service- that may be different from other Server Suppliers (BCD, DELL, Senica etc) - Exacq claims the 3rd party Service Provider will be trained not to simply repair the hardware, or OS- but to ensure the Exacq System is working.

This seems to be something other services may have missed. Especially 3rd party non software companies.

I agree. BCD/HP, Apple, and Dell all use their on-staff techs (rarely), authorized service partners (more frequently), or a third party workforce program such as Onforce, Work Market, or Field Nation (most common). None of those service providers can do much besides restore the OS to default. Exacq providing someone qualified to work on the VMS itself is highly unique. How they're managing to provide this makes me think they're pulling in their parent companies resources. This might present a whole different kind of issue for the integrators.

Exacq providing someone qualified to work on the VMS itself is highly unique. How they're managing to provide this makes me think they're pulling in their parent companies resources. This might present a whole different kind of issue for the integrators.

I asked Exacq for clarification on this. If the software isn't working the repair-tech can re-image the drive and restore a backup config, that's about it.

They're not trained or intended to do "integrator" type things like debugging why 1 of 20 cameras is not recording or why a POS integration setting is no longer getting data.

Exacq claims the 3rd party Service Provider will be trained not to simply repair the hardware, or OS- but to ensure the Exacq System is working.

We don't sell Exacq any more but how do Exacq dealers feel about this? Sounds like another integrator is coming in to fix the system and could possibly take over the account. I know I am reaching but could this happen?

Und 5 and Michael Miller are underscoring the point I was trying to make, though I did it less definitively and they do it much better. (I too often jump several steps ahead on my points without making them clearer.)

Exacq had to do something, as they have been losing the hardware portion of large dealers due to issues and the length of time / complexity of process to repair (send it to them, wait for repair, wait for it to be sent back to dealer). For many customers, this is adequate, but for the larger customers who are considering 3rd party hardware providers that offer more advanced service support options, this addresses that need. Not sure if it will be enough, but it's definitely a step in the right direction for sure.

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