Exacq Improving Technical Support, Responding To Integrator Complaints

Author: John Honovich, Published on May 21, 2018

Exacq had been a long-term favorite of integrators, but since their 2014 Tyco acquisition, Exacq has fallen in IPVM integrator studies (though still one of the favorite VMSes). Most recently, Exacq suffered significant integrator complaints in IPVM's 2018 worst technical support results.

Now, Exacq and its parent company JCI have quickly responded, saying that they are making significant improvements to technical support, including improved processes and new hires. In this note, we examine the issues integrators had with Exacq and what JCI / Exacq are doing to fix this.

***** *** **** * ****-**** ******** ** ***********, *** ********** **** **** ***********, ***** *** ****** ** **** ********** ******* (****** ***** one ** *** ******** *****). **** ********, ***** ******** *********** integrator ********** ******'* **** ***** ********* ******* *******.

***, ***** *** *** ****** ******* *** **** ******* *********, saying **** **** *** ****** *********** ************ ** ********* *******, including ******** ********* *** *** *****. ** **** ****, ** examine *** ****** *********** *** **** ***** *** **** *** / ***** *** ***** ** *** ****.

[***************]

Problems ********

*** ******* ******* ** ***, *********** *****, **** *** **** hold *****, *.*., "***** - *** **** *****!", "***** - Never *********", "***** - **** **** ****", "***********. ****** **** normal ** **** *****, ***** **** ** *******", ***., ***." Secondarily, ***** **** ****** ******* *** ***** ******.

Response - *** / *****

*** / ***** **** ****:

** ****** ******* ** ******* *** ********* *****, ********* ******* after *** ****** **** ** ****. **** ** ****** ***** of ***** ********** (*** ****'* ****** ****** ********* ****), *** global **** ******* **** **** ******* ** * ******* ** mitigate ****, ********* *** **** **** *****; ********* **** *** customers *** *** *** ********* ******* ***** ** ***** ** develop ** *********** ****** ** ****** ** ******* *** **********.

***** ********** *******:

  • ********** *** ******* ******* **** ** ******* ******* **** *** next ********* ***** ******* *** **** ** ** ******* * series ** “******” ** *** ***** ***** ********.
  • * *** “***********” ****, ***** **** ************** ** ** ** immediately ********* ** *** ********* ******* **** ** ************ *** resolve ******. ** *** ******* **** **** ** **** ** our ***** ********* ******* ********** **** ***** *******.
  • *********** ** ******** ***** ** ***** ***** ******** ********* ******* Offices ****** *** ******** ** ******.

** **** ******* ***** ***** ** ********* **** ** ***** activities *** **** ** ******* ******* *** ****** **** *** team, ***** ** ******* **** **** ******* ****** *********** ** IPVM's ****** *** ***** ***** **** ******* **** ** *** standard *** ********* ******.

**** **** ********* **** **** *** ****** **** ********* ******* representatives, ******:

*** – **** **** ******* *** **** *** ******** **** – ** *** *** ** ***. ** **** ********* *** headcount *** ***** *** ***** **** ******** ******** ***** ******* training.

Proper ********

**** ** *** ****** ******** *****, ************* ** **** ********, is *** *******. *** ***** ********* ****** ******** (*.*., *****) or ****** ******* (*.*., *******) ****** **** ******* **** ********. However, ** ***** **, *** ********* *** **** * *********** amount ** ***** **** ** **** **********, **** ***********, *** understand **** ******** **** ****** *** **** ******* ***** ******** for ********* ************** *** ****** *******.

Time **** ****

**********, **** ****** ******* ** **** (*) ******** **** ***** and (*) ******** **** *** ***** ******* *** ********. ************* and *********** * **** *** ********* ***** ***** *** ***** need ** ** ******** ************ *** *********** ** *** **** few ******. ** **** ** ******* ***** ** **** *** encourage ***** *********** ** ****** ***** ***********, **** ** ***.

Comments (14)

Thumbnail img 20180328 180024

Fabian Muyawa

IPVMU Certified | 05/21/18 10:03pm

** ** ** ************ ** ********** **** *** ** *** annoying ****** ** *** ******** ** ****** ************ ** *** readily ********* ****** ** ********* ******* ** ******* ** ********* cases.

* **** *** ******** ** *** ********** ********** ** ***/ Exacq ** * ***** **** ** *** ***** ********* *** should ** ******* **** * ***** *** ***** ****** ** order ** ******** ********.

Undisclosed #1

05/22/18 01:23am

"**** ** *** ****** ******** *****, ************* ** **** ********, is *** *******. *** ***** ********* ****** ******** (*.*., *****) or ****** ******* (*.*., *******) ****** **** ******* **** ********. "

**** ********* ******* *** **** **** ***** ***** ******** ** the "***** **** ******* ****' ***** ***** **** **** ******** by *** (** **).

****** ******* *** ***** '** **** ***' ********** ** *** dissuade ** **** ** ******* **** *** (** **) ****** up *****'* ************ ***** **** ******* ********* *** ********** *** their ******* **** ******* ******** ******* ** ****.

John Honovich

IPVM | In reply to Undisclosed #1 | 05/21/18 08:27pm

****** ******* *** ***** '** **** ***' **********

**** ********* *** **** *** / ***** ********** ********, *** anyone ** ** *** *********, ** * ***** ********* *** more ****** ** ****.

Undisclosed #1

In reply to John Honovich | 05/22/18 12:52am

"**** ********* *** **** *** / ***** ********** ********, *** anyone ** ** *** *********, ** * ***** ********* *** more ****** ** ****."

******?

** *** ****** ** **** ***** *** ************* **** ****** good ** *** * ** ******** ** ******* ***** *********** that ******* ** ***** *********?

John Honovich

IPVM | In reply to Undisclosed #1 | 05/22/18 02:57am

***** *********** **** ******* ** ***** *********

*****, **** ** *** * '***********' *** '*****' ********* ****** but **********. *** *** ******** ** *** ******* **. *** JCI / ***** ***** ** ******* ** ****** ********* ******* experience. ** *********** *** ***** *********** * ****** **** ***, surely ** **** ***** *** ********* **** *****.

Robb Larsen

In reply to Undisclosed #1 | 05/22/18 02:33pm

** *** ********, ***** *** ***** * ****** ****** **** were ********, * **** *** ** **** ** ******* **** still *** * ***** *** ** ********* **** ******** *** growing ***** *********** ****.

*** *****, *** ** ** *******, ****** *****, ** **** new ****** *** ***** ************ *** **** ******** ******. ********** else **** ****** **** ** ***** **** ********** (***** * get, *** **’* ************* ***** ***** *******). **** *** ****** extremely ******** ** *** **** * ***** *** ***** ** difficult ** ******** ********* ***** ********.

** ***’** *** ******* **** ******** ******** ** ****, *** better ***** **** ****** ***** *** **** ** ****** *** integration ****** ** **’* *****. **** ** ***** ** ***, it’s ********* ********. * **** ******* *** ** ****** (** at ***** **** **’* ***), **** **** ** ********* ** enough ********** **** ********* ***** **** ***** *** *************.

Undisclosed Integrator #2

05/23/18 06:33pm

*** ***** **** **** ***** ** ******** ******* ** **** 1 ********. **** ** ***** **** * ******* *** ** minutes ***** ** **** *** ** *** **** ** *** to ******* ** *** ****** ******* ** ***** **** ** not. **** ** ***** ***** **** **** * ****** ** able ** ****** **** **** *******.

**** ******** **** **** *** **** ** **** ** ****. Simply **** ***** **** * ******* *** *** **** ****** much *** ******** *** ****, **** **** **** **** **** and *** *** ** ****.

Robb Larsen

In reply to Undisclosed Integrator #2 | 05/23/18 07:13pm

* ***** ***** **** ****. ********* **** **** ***** *** too **** (**+ *******), **** **** **** * ** ** answering ******* ** **** **** *****/**** **** ***'* *** * call **** **** **** * **** *** *** ** *** top ** ***** *****. * ******* ** *** **** ***** to ** ** ******* ******** ** ****** ********* **** ****** until **** *** ********** ***** *******, *** ** ****'* ******* in *** **** ****** *****.

** ******, ** ***** ******** ***** ** **** *** **** gather *********** **** ******* ****** *******/**** ** *******, *** **** methodology *****'* *** *** ******** ** **** ******** ** **** back **** ****** ******* ***** ******* *****. *'* **** ** makes ***** ******* ********* **** ******, *** ******* * **** back **** **** * *-* ***** ***** *****'* **** ** you ***'* **** ***** ******* *** * **** (*** ***'* miss *** **** ** ***'** ******** ****).

**** * **** ** ** ******** ***** *** **** ***** issues *** *** ****; ********** **** ***** ** ******* ** Tier *. ******* *** ******, * **** ***** **** ** that **** * ** ***** "*********" *** *'* ***** ** have ** **** **** *-*** ****** * *** *** *** problem ******** ** ** ********* ********.

Undisclosed #3

05/25/18 08:27am

* ***** **’* ** ** **** * **** ** ** a **** ** **** **** * ******** ** * “****** fix” ********* ** ***** * ****.

**** * ***’* **** ** **** **** * ***’* ***** more ******* ********* **** ********** **********.

* ***** ***** ****** ** * “**** *+” ****** **** Tier * *** **** *** ******* ** ******** (*** *****) complex ********, *** ******* ***** ****** ** ******* ***** ******, firewall *********, ** **** ****** ********, *** ************...

Undisclosed Integrator #4

05/31/18 01:16pm

*** ** **'* *** **** *** **** ** ********* ******* help, ***** ** ******. **'* *** ******* *******. ***** *** been ******* ******** *** ******* *********** **** ****** ** *** their ********. **'** ***** *** ***** * *** ****** ** it ** *** *****, **** *** ******** ** ****** **** issues. *****'* ******** ** ** **** ***** **** ** *** site *** ******* **** ** **** *** ****. **** **** shown **** ******* *** *** **** ********** **** ***** ***** and *** ***** ****** ** ** ****.

John Honovich

IPVM | In reply to Undisclosed Integrator #4 | 05/31/18 01:25pm

#*, *** *** ********* ** **** ******** ****** **** **** specific ********? ** ***** **** ****** ***** ****** *** *** be ******** ** ****. ******.

Undisclosed Integrator #4

In reply to John Honovich | 05/31/18 07:27pm

**'** *** **** ** **** ***** ********, ******** **** ***** reporting ** ****** ******. ******** **** ************* ****** *** * few *** **** ********. **** ** *** ******** **** ***** in ******* ******. ** *** *** ******** **** **** ** hard ***** ******** ** **** **** * **** **** ***** A-Series *****. ***** ******* ****** *** ** **** ** **** drop ******** ** *** ****** ** *** ******** ********(*). *** false ********* *** **** ***** ** ******** ********. *** ****** was ********* *** ****** ** ******, **** **** **** ***% operational. ******** ******* **** ******** ** *** *** *******, *** again, ********* ** ** ** ******, *** *****. ** **** been * **** ***** ***** ****, *** ** *** *** looking ** ****** ** ********* ******** **** ********* ****.

Undisclosed Integrator #5

In reply to Undisclosed Integrator #4 | 05/31/18 07:55pm
**** **** *** ** *-****** ** *** ** ** ******* versions ** *** *-****** *** *** *** *** ******** **?

Undisclosed Integrator #4

In reply to Undisclosed Integrator #5 | 06/04/18 05:10pm

**'** *** *** **** ******** (*'* *** **% ** *** problems) **** *** ** *-******. *** **** **** *** ******** with *** ** *** ** *-****** *****.

Login to read this IPVM report.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

Related Reports on Integrators

Favorite Request-to-Exit (RTE) Manufacturers 2018 on Sep 19, 2018
Request To Exit devices like motion sensors and lock releasing push-buttons are a part of almost every access install, but who makes the equipment...
Favorite Intercom Manufacturers 2018 on Sep 14, 2018
Intercoms are certainly increasing in popularity, driven by the integration of video and IP networking. But who is the favorite? On the one side,...
Stanley Security Acquires 3xLogic, Kushner Becomes Product President on Sep 10, 2018
Stanley Security acquired 3xLogic a few months ago. However, the company has still not officially publicly announced it, leading many to wonder...
Dell Launches IoT for Surveillance on Sep 05, 2018
Historically, Dell has been a PC and server provider (e.g., "Dude, you're getting a Dell") and widely used for surveillance storage. However, in...
Sell Dahua or Hikvision At All, Banned From Selling to US Federal Government, Says US HASC on Aug 29, 2018
The US House Armed Services Committee (HASC) Communications Director has confirmed to IPVM that if a company sells Dahua or Hikvision at all, they...
France Political Scandal Reveals Video Surveillance Problems on Aug 22, 2018
In what French media describes as "the most damaging crisis yet for" French President Marcon, a political scandal has revealed major gaps in the...
ISS VMS / Video Analytics Company Profile on Aug 16, 2018
Who is ISS? In the past few months, they had one of the craziest ISC West promo items in years. Then, they hired industry veteran and ex-Dahua...
RealNetworks Free School Facial Recognition on Aug 03, 2018
The company that created RealPlayer is moving beyond media delivery and into the security space with a new facial recognition platform they have...
Improved Security And Surveillance Bidding - 2018 MasterFormat Divisions Examined) on Jul 19, 2018
Navigating the world of system specifications and bidding work can be complex and confusing, but a standard format exists, and understanding it...
4 Most Difficult Camera Installs (Statistics) on Jul 12, 2018
Heavy housings, cumbersome brackets, heavy ladders required, and tricky field of view requirements will cause difficulties no matter the camera...

Most Recent Industry Reports

BluePoint Aims To Bring Life-Safety Mind-Set To Police Pull Stations on Sep 20, 2018
Fire alarm pull stations are commonplace but police ones are not. A self-funded startup, BluePoint Alert Solutions is aiming to make police pull...
SIA Plays Dumb On OEMs And Hikua Ban on Sep 20, 2018
OEMs widely pretend to be 'manufacturers', deceiving their customers and putting them at risk for cybersecurity attacks and, soon, violation of US...
Axis Vs. Hikvision IR PTZ Shootout on Sep 20, 2018
Hikvision has their high-end dual-sensor DarkfighterX. Axis has their high-end concealed IR Q6125-LE. Which is better? We bought both and tested...
Avigilon Announces AI-Powered H5 Camera Development on Sep 19, 2018
Avigilon will be showcasing "next-generation AI" at next week's ASIS GSX. In an atypical move, the company is not actually releasing these...
Favorite Request-to-Exit (RTE) Manufacturers 2018 on Sep 19, 2018
Request To Exit devices like motion sensors and lock releasing push-buttons are a part of almost every access install, but who makes the equipment...
25% China Tariffs Finalized For 2019, 10% Start Now, Includes Select Video Surveillance on Sep 18, 2018
A surprise move: In July, when the most recent tariff round was first announced, the tariffs were only scheduled for 10%. However, now, the US...
Central Stations Face Off Against NFPA On Fire Monitoring on Sep 18, 2018
Central stations are facing off against the NFPA over what they call anti-competitive language in NFPA 72, the standard that covers fire alarms....
Hikvision USA Starts Layoffs on Sep 18, 2018
Hikvision USA has started layoffs, just weeks after the US government ban was passed into law. Inside this note, we examine: The important...
Chinese Government Praises Hikvision For Following Xi Jinping on Sep 17, 2018
The Chinese government council responsible for managing China's state-owned companies praised Hikvision’s obedience to China’s authoritarian leader...

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