Problems ********
*** ******* ******* ** far, *********** *****, **** the **** **** *****, e.g., "***** - *** HOLD *****!", "***** - Never *********", "***** - long **** ****", "***********. Longer **** ****** ** hold *****, ***** **** 30 *******", ***., ***." Secondarily, ***** **** ****** getting *** ***** ******.
Response - *** / *****
*** / ***** **** IPVM:
** ****** ******* ** putting *** ********* *****, including ******* ***** *** taking **** ** ****. When ** ****** ***** of ***** ********** (*** ****'* survey ****** ********* ****), our ****** **** ******* have **** ******* ** a ******* ** ******** them, ********* *** **** wait *****; ********* **** our ********* *** *** own ********* ******* ***** in ***** ** ******* an *********** ****** ** action ** ******* *** challenges.
***** ********** *******:
- ********** *** ******* ******* flow ** ******* ******* with *** **** ********* agent ******* *** **** to ** ******* * series ** “******” ** get ***** ***** ********.
- * *** “***********” ****, their **** ************** ** to ** *********** ********* to *** ********* ******* Team ** ************ *** resolve ******. ** *** piloted **** **** ** some ** *** ***** technical ******* ********** **** great *******.
- *********** ** ******** ***** to ***** ***** ******** Technical ******* ******* ****** the ******** ** ******.
** **** ******* ***** steps ** ********* **** of ***** ********** *** will ** ******* ******* out ****** **** *** team, ***** ** ******* will **** ******* ****** highlighted ** ****'* ****** *** bring ***** **** ******* back ** *** ******** the ********* ******.
**** **** ********* **** they *** ****** **** technical ******* ***************, ******:
*** – **** **** started *** **** *** starting **** – ** the *** ** ***. We **** ********* *** headcount *** ***** *** heads **** ******** ******** their ******* ********.
Proper ********
**** ** *** ****** response *****, ************* ** this ********, ** *** typical. *** ***** ********* ignore ******** (*.*., *****) or ****** ******* (*.*., Arecont) ****** **** ******* them ********. *******, ** doing **, *** ********* can **** * *********** amount ** ***** **** as **** **********, **** integrators, *** ********** **** problems **** ****** *** will ******* ***** ******** for ********* ************** *** making *******.
Time **** ****
**********, **** ****** ******* ** this (*) ******** **** times *** (*) ******** that *** ***** ******* are ********. ************* *** determining * **** *** important ***** ***** *** there need ** ** ******** improvements *** *********** ** the **** *** ******. We **** ** ******* track ** **** *** encourage Exacq *********** ** ****** their ***********, **** ** bad.
Comments (19)
Fabian Muyawa
IPVMU Certified | 05/21/18 10:03pm
It is no exaggeration in suggesting that one of the annoying things in our industry is having difficulties or not readily available access to Technical support to respond to presented cases.
I feel the response to the Integrator complaints by JCI/ Exacq is a right step in the right direction and should be coupled with a quick and smart action in order to maintain momentum.
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Undisclosed #1
This prognosis ignores the fact that Exacq never appeared on the "worst tech support list' until after they were acquired by JCI (et al).
Crisis writers and their 'we hear you' platitudes do not dissuade me from my opinion that JCI (et al) fucked up Exacq's historically sound tech support processes and procedures and their dealers have clearly suffered because of this.
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Undisclosed Integrator #2
The issue with hold times is directly related to Tier 1 training. Took an Exacq Tier 1 support rep 23 minutes today to find out if you need an SSA to upgrade to the latest version of Exacq Edge or not. This is basic stuff that Tier 1 should be able to answer much more quickly.
More examples like this are easy to come up with. Simply call Exacq Tier 1 support and ask them pretty much ANY question you like, they will have zero idea and put you on hold.
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Undisclosed #3
I think it’s OK if Tier 2 take up to a week to come with a solution or a “should fix” procedure to solve a case.
What I don’t like is that Tier 1 can’t solve more complex questions than documented previously.
I think there should be a “Tier 1+” faster that Tier 2 and with the ability to identify (may solve) complex problems, for example those caused by network ports closed, firewall blockings, OS user rights policies, NAS availability...
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Undisclosed Integrator #4
For me it's not only the lack of technical support help, which is dismal. It's the quality control. ExacQ has been running specials and pushing integrators like myself to use their hardware. We've found out after a few months of it in the field, that the hardware is loaded with issues. ExacQ's solution is to keep going back to the site and upgrade this or swap out that. They have shown zero concern for the cost associated with extra trips and man hours needed to do this.
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Undisclosed End User #6
Don't sound like your irritated when speaking to tech support, as they get offended and will hang up on you. I was on the phone with them for over an hour and was in a high noise environment and I was raising my voice to get over the noise and the tech got offended and hung up on me. My issue was with a failed connection to the server software for the raid drives, as the raid was our recording storage drive and the software didn't see it so it had nowhere to store video. Now I have no way to get the raid connected back to the server.
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Undisclosed Integrator #7
I don't think Exacq has done a thing to improve tech support. The mind set they have is annoyed. My team has been telling me this for a while and I experienced myself this week. When you get someone that is annoyed very first thing you know the call is going to bad. So I'm leaving this comment in hopes that they can take action to improving the morale in tech support.
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Undisclosed Integrator #8
Exacq is so 1990s (what if feels like). It is our own VMS offering and I never bid with it. Nothing great about it.
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