Most Wanted Improvements In Manufacturer Technical Support (Statistics)

By IPVM Team, Published Jun 21, 2018, 10:34am EDT (Info+)

5 key areas of improvement and 1 clear wanted support feature were voiced by 140+ integrator responses to:

What improvement in manufacturer technical support would you most like to see?

This compliments our Best Manufacturer Technical Support 2018 and Worst Manufacturer Technical Support 2018 reports.

In this note, we explain these 5 key areas and why online chat is an integrator highly desired improvement for technical support.

Key ********

*********** **** ******** ****** ******** ************ of **** *******, **** ****** *********, and ******** ******** *** **** ******* staff, **** ***** ***** ********** ****** up **** **% ** *********.

tech support improvement

Online **** ******

****** **** ** * ******* ********** option *** ******** ** *** ***** of ********. ** ****** ********** *** both *****:

  • *** ***** ********** *******, **** ** not **** ** **** ** **** or *** ***** ******. **** *** submit * ******* *** ******** *********** with ******* ***** **** **** ** other ******, ****** *** ********* / integrator **** *********.
  • *** ***** ********* *******, **** *** handle **** ***** ** **** *****-**** between ********* *****. ********, ******* ******* to ********** ***** ********* ** ********* RMAs ** ********** *** **** ******** as ******* *** ** ****** *** pasted ******* ** ******** ******.

****** **** *** ***** ** ***** ************ over *** **** *** *****, *** remains ********. ** ****** ** *** it ******** ** ********.

Improved ****** *** ************

****** * ***** ** *********** ****** to *** ******** ****** ** *** availability ** ******* *****. ** **** cases **** ****** ***** ********* *** phone ** ******* **** *******. **** 60% ** ********* ** **** ******** wanted ******* **** ***** ** ******* response, ****** ** **** *********** ******** levels *** ****** ********.

  • "******* **** ******* *** ******** ********* support. ** *** ***** ** **** on **** ** * *****! ***** callbacks (*** **** **** (** * reasonable ****** ** ****.)) ***** *-**** technical ******* (*** ***** ** * reasonable ****** ** ****.)"
  • "**** ************, ******* ******** *****."
  • "**-**** *******."
  • "****** ****** ** ***** *********** ***** (Milestone, *******)."
  • "******** ** ******** ******."
  • "*********, *** **** *********."
  • "*************. *-* ***. ** **** **** someone ** ******* ** ** ***** isn't ****. ****** ** *** ***** support *******."
  • "** *********, **** **** ***** (********** when * **** ** ** *** field) ***** ** ****** *****."
  • "***** ******** ***** *** ***. **** need ** ** ********* *** *** back ** *** ****. **** *****, techs *** ****** *** **** *******. They ****** **** **** *** **** day."
  • "********* ** ********* ********* ******* ******* just * ***** **** ****. ** handle *** *** *** ******** *** integrator ********. **** ** **'* **** to **** ** **** **** ***** feeling. *** **** ******* **** ******** provided **** **** ** ******* ** Dahua. ******* *****!!! *** *** ***** they ****. ******* ***** ** **** support ******* * ***** * ******** which *** ***** *** ******-****. **** follow-up **** *** ******** ***."
  • "****** ******** ***** *** ****** ********* times *** ********* **********."

Improved ******/*********** *********

**** *** ************ ** ****** *** interactive ********* ** **** **** ****** needs. ****** ******* ** *********** ** the ****** **** **** ************* ****** to ******* ******* ***** **** *** phone ** ***** ** ******* ***** tech ******* *********. ** *** **% who ****** **** ****** *** *********** tools, **% ** ***** ****** ** do ***** **** ******* *** ****.

  • "** **-** ** ****** *** ****** support. ** **** ** ********* *** made ********* ******** **** ******* ******* then **** ** *** ***."
  • "* **** ********* ** [********* ****], easy ** ******, ****** *** ** depth. **** ******* *********** ***** * lot."
  • "******* ************ ** ***** ******* **** to ** **** ** **** **** what/where *** ******* **."
  • "***** **** **** ************* ** ******* Skype ******** ***/** *** ***** *** their ********* *******."
  • "* ***** **** ** *** * better *** ** ***** ******* *** questions **** *** *** **** * phone **** *** ******* * ********* answer. **** ********* ** *** ******* that, ***** ***** ** **** ** and ****** ******* ***** **** ******* unnecessarily."
  • "**/* **** *** ****** ******** *** dramatically ******** ********* ********* *** ***** overages. **** *** **** *** *** onsite **** **** *** ******* ** watch *** *** ****** *** ********."
  • "* **** ****** **** **** ********* support *** ***-***** **** ******* *** it ******** ****** **** ****! * could **** *** ***** ******** *********** (model *******, ****** *******, ******* *******, etc.) ***** ***** ******* ****** ** read ** ****, *** ***** *** an ****** ********** ** *** ************. It *** ***** ****. **** ********* should **** *** ** ***** ******* avenues *** ************* **** ***** ********* and ******* ********."
  • "******** *** *** **** **** ****** apps *** ***************. ********'* *** * button ** ** ** ******** * call ** ********* *******. * ******-** email ** ********* ******, ** ** a *** **** ***** *** *** review, *** **, ****** ******* *******, like *********.
  • "**** ******* ******* ******** **** ************ developed ******, *** **** *** *** by *******."
  • "***** ** ***** ** ************* *** a ********** ********* ****. ****, ****** a ******** *** ******* *** **** firmware ********. ******* ***** *** **** firmware. * *** ** ************* *** good ** ********* ******* ******** *** poor ** ********* *** ******* ***** as ** **** *** ******/******** ** the *******."

Improved *** ********** ********* *** ********

*** **** **** ******-***** *********** ** tech ******* *** ****** *** ********** training, ******* ** **** ************* ******* techs. **** **** *** ********** ** this *********** **** **** ********* **** they ****** ** **** **** ***** the ******* ** ******** **** *** person **** **** ******* *** ****.

  • "********* ********* ******* *** ******** ** integrations **** *** *** ** *** ordinary. ** *** ************* *** ***** technical ******* ** *** ******.
  • "**** ***** *******."
  • "****** ********* ******, *** ******* **** importantly ******** ******* ***** ** *** say ****** **** ‘***'* ** ****’ when **** ****** ***'* **** ****** way."
  • "***********—*** **** **** **** *** *** thing *** ******* ********* ****."
  • "****** *** ***** ******* *** ********* knowledge. **** ************* **** ****** **** better ********** *********, *** ** **** us ******* ********, *** ** **** better ********** **** ********** *************** ***** we ******* ****."
  • "**** **** *********** ******* *****. ** deal **** * *** ** ******* techs *** **** **** ***** *** products **** ******* **** ** **. It ** *** **** **** * have ** ***** *** ******* ******* tech **** ***** ******** *** *** cannot **."
  • "***** **** *****! * *******'* **** to ******* **** ******* ** ***!"
  • "*'* **** ** *** **** ******** on *** ********' ********. ** ***'** going ** ** ********* ******** *******, you ******** ****** **** *** ****** on ****, ****** *** ********* ** a *******."
  • "********* ******* ** *** ********. **** because *** ****'* *********** **** *****'* mean **** *** *******'* ******* ****. If *** ***'* ******* **** **** don't **** ****."
  • "*** ************* ***** **** ********* ** constructive ********* ** ***** ******** *** how **** *** ************** ** *** field. *'** *** ********* **** ** a ******* **** ***'* ** **** I ** ****** **'* *****, *** I *** ***** ** ***** **."

Improved ************* *** **********

* ****** ** *********** ******* ******** communication ****** *** * ********** ** resolving ***** ******, ******* ********** ** drawn *** ********** ** *** **********. Many *********** ****** **** **** **** agents **** **** ********* ** *** off *** ***** **** ***** ***** issues, ***** ***** ***** **** ****** and ********** ********** ** *** ******* as * ***** ***********, ******* **** money.

  • "******** ******* ** **** *** ********."
  • "********** ** ******* ****** (*** **********)."
  • "****** *** ******* *** *** ********."
  • "************* ************ *** ********** *********** ********* issues."
  • "****** ******** ******* ********. **** ** resolve *** ***** *** *** **** close *** **** ** *** *** the *****."
  • "**** *** ******** ***** ******* *** us, ****** ** *** ******* ** RMA ******* *************** *** **** **** giving *** ******* **, **** * lot ** *** ******."
  • "*****, *** ******* *** *****, *** support ** ******* ****** *** **** the ** ***** **** ****** **** still **** ******* ** ********* **** china **** ******* ****** *****, ***** of ****** ***** *** ******** *******."
  • "** **** ********* ** **** ******* department ** **** **** ***** ******* clients. **** *****, ** **** **** just **** ** *** *** ****."
  • "****** *** *********. **** ***** **** show ** *** *** **** ** be ******** *******. ******* ********* *** and *** ****** ** ******** *** procedure ** **** *** **** *** have ** **** * ***** ** get * ****** *******. * ***** rather **** ** ********* *******."
  • "******** ****** *** *********** ***** ******* with ********* *******."

Improved *****-****** *******

***********' **** **** ** *********** *** improved ****** ** ****** **** **** support. **** **** **** ****** ** trusted ********, ********** ** **** **** gone ******* *** ************-******** ******** ********. Respondents **** **** ***** *** ** rehash ***** *************** ***** **** ***** 1 **** ******* ****** **** ***** access ****** *****.

  • "* ***** **** ** **** ******* directly ** ********* *****, ** ***** first **** ** ******* **** ********* like ‘*** *** ***** *** ***** on ******?’"
  • "*****-****** *******. **'** * ***-***** ****** with **** *************, *** **** ** call **** **** ******* *******, ** have ** ***** **-** ******* ****** company *********** *** ***** ******* ***** troubleshooting."
  • "* ***** **** *** *** ***** 1 ******* ********* ** ** **** knowledgeable. ***** **'* ** ******* *'* an **** ******** **** ** *****’ experience, *** ** ***** **** **** talk ** *** **** ***'** * moron. ** *'* ******* **** ** all, **'* ******* *'** ******* **** the ************* *** **** *'* ******* for ***'* ** *****. * ***** they ****** **** **** ******** **** all *********** *********, **** ***** ** back **** ***** **** **** ******* they're ******* ** ******* **** **** knowledge ** **********."
  • "** *'* ********* ** **** ******* then ***** ** *************** ********** *** don't *** ** ** ** ********** again (****** *** **** *******). ** I *****'* **** *** ****** * was ******* ** **, **** *** did * ** *** *********? *** value **** *** ************* *** ** gone ** ** ***’* ***** **** other ** ** *** ****."
  • "* **** ******* ****** ******** **** support *********. ******** ****, ‘****** ************* and *** ******** *******.’ ** *******, everyone ** ****** ** *** **** low-level ******* **** *** ** **** to ***** ***** ****** ** **** to ******* **** *** ******** ****. If ** **** ****** ******* ** be * (**** **** ******** ******** metal) ***** *******, ** ***** ** nice ** ** ***** ******** *** priority ******* **** ********* ******* ***********.

Improved *****/********* ****/*******

**** *********** ********* ***** ***/** ********* support ***** **** ********* ** ***** company ***/** *********, ******** ***************, *** possibly ***** ** ** ********** ** *** filed ** **** ************ ** ****** on ********* ********.

  • "******** ********* ******* ********* ** ******* info. *** **** ******* *** **** offs ** ********** *******."
  • "****** ** *****—** *** ***** ** the **** ****** **** **** *** the ***** ** **** ******** ********.
  • "**** ** *** ****** ** **** the **** ******* **** **** ********* the **** *****. * ********** ****** can't ** ****** *** ** **** and **** ***** ******* **** **** programmers ** ***** *****. * **** want *** ******* ** **** *** same *** **** *** ***** *** issue *'* ***** ******* ******* ****** to ******* ** ***** ** * new ***."
  • "******** ** **** ***** *******. **** the ******* ** **** **** ******."
  • "************ *********** **** ***** ** ******** for ********** ***** *** ****** ******** would ** ****."

Improved *******/********/*************

*******, ~*% ** ****** ************ **** strongly **** *** **** ***** ************* could ** ** ******* **** ******* *** simply to **** ******* ***** **** *******, integrity, courtesy, *** *************.

  • "**** ** *** ******** *** *******. I **** ******* * *** **** on *** ***** *** **** * call **. ****, * **** ******* that * ** *** ***** ****** this ******* *** **** ******** **. Conditioned ********* **** ** ***."
  • "*************. **********. ***** ****** *** ******* in * ***********-********** ***********. *** ***** are ***. ***** ***** ** *** trying ** ************ * ***** ** a *****, *** ********** **** **** a ****** ******** ** *** **** while ******** ** * ******. **** many ****** *** ***** ‘****’ *******, it ***** **** **** ** ************ a ***** ** *** **** ** run ****** *** ********* ** * facility. **** **** *** **** **’* 40 ***** ******** *** ***** *** drifts ** **** **********!"
  • "*** ******* ** ****** *** *********. I **** **** *** **** ***** occur ******** *****. ****** *** ** the ***** ** **** * ********** issue. ************* *** ****** ** * bad ***** *** ** ***** **** they *** ** **** ****. ***** the *******, **** *** *** *********** know."
  • "******** **** ********* *** ********** ** rapidly ******* ******** ** *** *****, particularly ***** **** *** ************ ********. A ************ ******* ****** ** ****** by *** ***** ******** ** * replacement *******. **** ******* ***** **** uniformly ********* ** *** **** ** having * ********** ** *** ***** troubleshooting *** ** ***** ********."
  • "************. **** ******* *** **** ****** with? ** **’* * ****** ************, what *** *** *** **** ** with, *** **** ******* *** *** allowing ** **? *** **** *** manipulate *** */* ******? **** *** the ***, ** *** ****** *** camera, *** *** ****** *** ********* from ** (******, *********, ***.)? **** streams ** *** **** ****** **? Does *** *** ******* **** *********?"

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