Most Wanted Improvements In Manufacturer Technical Support (Statistics)

* *** ***** ** improvement *** * ***** wanted ******* ******* **** voiced ** ***+ ********** responses **:

**** *********** ** ************ technical ******* ***** *** most **** ** ***?

**** *********** ******* ************ ********* ******* 2018******** ************ ********* ******* 2018*******.

** **** ****, ** explain ***** * *** areas *** *** ****** chat ** ** ********** highly ******* *********** *** technical *******.

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

Key ********

*********** **** ******** ****** improved ************ ** **** support, **** ****** *********, and ******** ******** *** tech ******* *****, **** those ***** ********** ****** up **** **% ** responses.

Online **** ******

****** **** ** * growing ********** ****** *** supports ** *** ***** of ********. ** ****** advantages *** **** *****:

• *** ***** ********** *******, they ** *** **** to **** ** **** or *** ***** ******. They *** ****** * request *** ******** *********** with ******* ***** **** work ** ***** ******, making *** ********* / integrator **** *********.
• *** ***** ********* *******, they *** ****** **** cases ** **** *****-**** between ********* *****. ********, issuing ******* ** ********** asked ********* ** ********* RMAs ** ********** *** more ******** ** ******* may ** ****** *** pasted ******* ** ******** issued.

****** **** *** ***** in ***** ************ **** the **** *** *****, but ******* ********. ** expect ** *** ** continue ** ********.

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

****** * ***** ** integrators ****** ** *** improved ****** ** *** availability ** ******* *****. In **** ***** **** simply ***** ********* *** phone ** ******* **** quickly. **** **% ** responses ** **** ******** wanted ******* **** ***** or ******* ********, ****** by **** *********** ******** levels *** ****** ********.

• "******* **** ******* *** reaching ********* *******. ** one ***** ** **** on **** ** * phone! ***** ********* (*** CALL **** (** * reasonable ****** ** ****.)) Offer *-**** ********* ******* (and ***** ** * reasonable ****** ** ****.)"
• "**** ************, ******* ******** times."
• "**-**** *******."
• "****** ****** ** ***** development ***** (*********, *******)."
• "******** ** ******** ******."
• "*********, *** **** *********."
• "*************. *-* ***. ** talk **** ******* ** respond ** ** ***** isn't ****. ****** ** our ***** ******* *******."
• "** *********, **** **** times (********** **** * tech ** ** *** field) ***** ** ****** costs."
• "***** ******** ***** *** key. **** **** ** be ********* *** *** back ** *** ****. Many *****, ***** *** onsite *** **** *******. They ****** **** **** the **** ***."
• "********* ** ********* ********* support ******* **** * phone **** ****. ** handle *** *** *** customer *** ********** ********. Even ** **'* **** to **** ** **** warm ***** *******. *** such ******* **** ******** provided **** **** ** service ** *****. ******* right!!! *** *** ***** they ****. ******* ***** to **** ******* ******* a ***** * ******** which *** ***** *** hassle-free. **** ******-** **** our ******** ***."
• "****** ******** ***** *** longer ********* ***** *** emergency **********."

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

**** *** ************ ** online *** *********** ********* to **** **** ****** needs. ****** ******* ** respondents ** *** ****** felt **** ************* ****** to ******* ******* ***** than *** ***** ** order ** ******* ***** tech ******* *********. ** the **% *** ****** more ****** *** *********** tools, **% ** ***** wanted ** ** ***** tech ******* *** ****.

• "** **-** ** ****** for ****** *******. ** long ** ********* *** made ********* ******** **** product ******* **** **** is *** ***."
• "* **** ********* ** [knowledge ****], **** ** search, ****** *** ** depth. **** ******* *********** times * ***."
• "******* ************ ** ***** support **** ** ** able ** **** **** what/where *** ******* **."
• "***** **** **** ************* to ******* ***** ******** and/or *** ***** *** their ********* *******."
• "* ***** **** ** see * ****** *** to ***** ******* *** questions **** *** *** need * ***** **** but ******* * ********* answer. **** ********* ** not ******* ****, ***** makes ** **** ** and ****** ******* ***** tech ******* *************."
• "**/* **** *** ****** sessions *** ************ ******** equipment ********* *** ***** overages. **** *** **** aid *** ****** **** with *** ******* ** watch *** *** ****** are ********."
• "* **** ****** **** Axis ********* ******* *** web-based **** ******* *** it ******** ****** **** well! * ***** **** and ***** ******** *********** (model *******, ****** *******, version *******, ***.) ***** there ******* ****** ** read ** ****, *** there *** ** ****** transcript ** *** ************. It *** ***** ****. More ********* ****** **** use ** ***** ******* avenues *** ************* **** their ********* *** ******* partners."
• "******** *** *** **** have ****** **** *** troubleshooting. ********'* *** * button ** ** ** initiate * **** ** Technical *******. * ******-** email ** ********* ******, as ** * *** site ***** *** *** review, *** **, ****** support *******, **** *********.
• "**** ******* ******* ******** with ************ ********* ******, not **** *** *** by *******."
• "***** ** ***** ** manufacturers *** * ********** knowledge ****. ****, ****** a ******** *** ******* and **** ******** ********. Release ***** *** **** firmware. * *** ** manufacturers *** **** ** releasing ******* ******** *** poor ** ********* *** release ***** ** ** what *** ******/******** ** the *******."

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

*** **** **** ******-***** improvement ** **** ******* was ****** *** ********** training, ******* ** **** knowledgeable ******* *****. **** than *** ********** ** this *********** **** **** irritated **** **** ****** to **** **** ***** the ******* ** ******** than *** ****** **** were ******* *** ****.

• "********* ********* ******* *** projects ** ************ **** are *** ** *** ordinary. ** *** ************* and ***** ********* ******* is *** ******.
• "**** ***** *******."
• "****** ********* ******, *** perhaps **** *********** ******** support ***** ** *** say ****** **** ‘***'* be ****’ **** **** really ***'* **** ****** way."
• "***********—*** **** **** **** you *** ***** *** another ********* ****."
• "****** *** ***** ******* and ********* *********. **** manufacturers **** ****** **** better ********** *********, *** to **** ** ******* products, *** ** **** better ********** **** ********** troubleshooting ***** ** ******* took."
• "**** **** *********** ******* techs. ** **** **** a *** ** ******* techs *** **** **** about *** ******** **** support **** ** **. It ** *** **** when * **** ** teach *** ******* ******* tech **** ***** ******** can *** ****** **."
• "***** **** *****! * shouldn't **** ** ******* your ******* ** ***!"
• "*'* **** ** *** more ******** ** *** partners' ********. ** ***'** going ** ** ********* customer *******, *** ******** should **** *** ****** on ****, ****** *** Hikvision ** * *******."
• "********* ******* ** *** products. **** ******* *** didn't *********** **** *****'* mean **** *** *******'* support ****. ** *** can't ******* **** **** don't **** ****."
• "*** ************* ***** **** receptive ** ************ ********* of ***** ******** *** how **** *** ************** in *** *****. *'** had ********* **** ** a ******* **** ***'* do **** * ** saying **'* *****, *** I *** ***** ** doing **."

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

* ****** ** *********** desired ******** ************* ****** and * ********** ** resolving ***** ******, ******* cumbersome ** ***** *** escalation ** *** **********. Many *********** ****** **** felt **** ****** **** more ********* ** *** off *** ***** **** solve ***** ******, ***** other ***** **** ****** and ********** ********** ** RMA ******* ** * major ***********, ******* **** money.

• "******** ******* ** **** own ********."
• "********** ** ******* ****** (not **********)."
• "****** *** ******* *** DOA ********."
• "************* ************ *** ********** encountered ********* ******."
• "****** ******** ******* ********. Work ** ******* *** issue *** *** **** close *** **** ** get *** *** *****."
• "**** *** ******** ***** support *** **, ****** us *** ******* ** RMA ******* *************** *** with **** ****** *** Partner **, **** * lot ** *** ******."
• "*****, *** ******* *** great, *** ******* ** getting ****** *** **** the ** ***** **** admits **** ***** **** heavily ** ********* **** china **** ******* ****** arise, ***** ** ****** slows *** ******** *******."
• "** **** ********* ** tech ******* ********** ** care **** ***** ******* clients. **** *****, ** feel **** **** **** to *** *** ****."
• "****** *** *********. **** items **** **** ** DOA *** **** ** be ******** *******. ******* something *** *** *** having ** ******** *** procedure ** **** *** when *** **** ** wait * ***** ** get * ****** *******. I ***** ****** **** an ********* *******."
• "******** ****** *** *********** their ******* **** ********* service."

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

***********' **** **** ** improvement *** ******** ****** to ****** **** **** support. **** **** **** should ** ******* ********, especially ** **** **** gone ******* *** ************-******** training ********. *********** **** they ***** *** ** rehash ***** *************** ***** with ***** * **** support ****** **** ***** access ****** *****.

• "* ***** **** ** have ******* ******** ** technical *****, ** ***** first **** ** ******* with ********* **** ‘*** you ***** *** ***** on ******?’"
• "*****-****** *******. **'** * top-level ****** **** **** manufacturers, *** **** ** call **** **** ******* centers, ** **** ** waste **-** ******* ****** company *********** *** ***** through ***** ***************."
• "* ***** **** *** the ***** * ******* personnel ** ** **** knowledgeable. ***** **'* ** because *'* ** **** engineer **** ** *****’ experience, *** ** ***** like **** **** ** you **** ***'** * moron. ** *'* ******* them ** ***, **'* because *'** ******* **** the ************* *** **** I'm ******* *** ***'* in *****. * ***** they ****** **** **** attitude **** *** *********** initially, **** ***** ** back **** ***** **** they ******* ****'** ******* to ******* **** **** knowledge ** **********."
• "** *'* ********* ** your ******* **** ***** my *************** ********** *** don't *** ** ** do ********** ***** (****** and **** *******). ** I *****'* **** *** things * *** ******* to **, **** *** did * ** *** certified? *** ***** **** the ************* *** ** gone ** ** ***’* trust **** ***** ** do *** ****."
• "* **** ******* ****** impacted **** ******* *********. Everyone ****, ‘****** ************* and *** ******** *******.’ In *******, ******** ** routed ** *** **** low-level ******* **** *** we **** ** ***** hours ****** ** **** to ******* **** *** actually ****. ** ** sell ****** ******* ** be * (**** **** favorite ******** *****) ***** partner, ** ***** ** nice ** ** ***** actually *** ******** ******* with ********* ******* ***********.

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

**** *********** ********* ***** and/or ********* ******* ***** with ********* ** ***** company ***/** *********, ******** troubleshooting, *** ******** ***** be ** ********** ** the ***** ** **** troubleshoot ** ****** ** difficult ********.

• "******** ********* ******* ********* or ******* ****. *** many ******* *** **** offs ** ********** *******."
• "****** ** *****—** *** speak ** *** **** person **** **** *** the ***** ** **** whenever ********.
• "**** ** *** ****** to **** *** **** support **** **** ********* the **** *****. * understand ****** ***'* ** solved *** ** **** and **** ***** ******* help **** *********** ** upper *****. * **** want *** ******* ** call *** **** *** back *** ***** *** issue *'* ***** ******* without ****** ** ******* it ***** ** * new ***."
• "******** ** **** ***** support. **** *** ******* to **** **** ******."
• "************ *********** **** ***** be ******** *** ********** rates *** ****** ******** would ** ****."

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

*******, ~*% ** ****** participants **** ******** **** the **** ***** ************* could ** ** ******* tech ******* *** ****** to **** ******* ***** with *******, *********, ********, and *************.

• "**** ** *** ******** and *******. * **** hearing * *** **** on *** ***** *** when * **** **. Also, * **** ******* that * ** *** first ****** **** ******* has **** ******** **. Conditioned ********* **** ** off."
• "*************. **********. ***** ****** are ******* ** * temperature-controlled ***********. *** ***** are ***. ***** ***** we *** ****** ** troubleshoot * ***** ** a *****, *** ********** room **** * ****** balanced ** *** **** while ******** ** * ladder. **** **** ****** now ***** ‘****’ *******, it ***** **** **** to ************ * ***** if *** **** ** run ****** *** ********* of * ********. **** more *** **** **’* 40 ***** ******** *** there *** ****** ** snow **********!"
• "*** ******* ** ****** and *********. * **** seen *** **** ***** occur ******** *****. ****** are ** *** ***** to **** * ********** issue. ************* *** ****** as * *** ***** and ** ***** **** they *** ** **** them. ***** *** *******, then *** *** *********** know."
• "******** **** ********* *** importance ** ******* ******* problems ** *** *****, particularly ***** **** *** manufacturer ********. * ************ problem ****** ** ****** by *** ***** ******** of * *********** *******. Tech ******* ***** **** uniformly ********* ** *** cost ** ****** * technician ** *** ***** troubleshooting *** ** ***** products."
• "************. **** ******* *** they ****** ****? ** it’s * ****** ************, what *** *** *** test ** ****, *** many ******* *** *** allowing ** **? *** this *** ********** *** I/P ******? **** *** the ***, ** *** tested *** ******, *** you ****** *** ********* from ** (******, *********, etc.)? **** ******* ** you **** ****** **? Does *** *** ******* edge *********?"