Most Wanted Improvements In Manufacturer Technical Support (Statistics)

By IPVM Team, Published Jun 21, 2018, 10:34am EDT

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 ********

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

tech support improvement

Online **** ******

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

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

****** **** *** ***** ** video ************ **** *** past *** *****, *** remains ********. ** ****** to *** ** ******** to ********.

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 be ********** ** *** filed ** **** ************ in ****** ** ********* installs.

  • "******** ********* ******* ********* 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 ******* *** ****** ** **** support ***** **** *******, integrity, courtesy, *** *************.

  • "**** ** *** ******** 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 *********?"

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