Lenel Improving Customer Support

By: Brian Rhodes, Published on Feb 21, 2017

Lenel has faced significant criticism recently (see Lenel Partners Angry, Lenel Does Not Care, Worst Access Control 2016, Lenel Favorability Results 2017).

However, Lenel is making some major improvements, first noted by own of their customers on IPVM, and verified with other sources.

Inside, we examine what Lenel is doing to improve its customer support and overall position.

***** *** ***** *********** criticism recently (******** ******** *****, ***** Does *** ****,***** ****** ******* ****, ***** ************ ******* ****).

*******, ***** ** ****** some ***** ************, ***** noted ** *** ** their ********* ** ****, and ******** **** ***** sources.

******, ** ******* **** Lenel ** ***** ** improve *** ******** ******* and ******* ********.

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

Increasing *******

******* ***** ** ***** indicate **** **** *** recognizing *** ******** *** that that **** *** **** on *** *** ****.

** ** ****** ** deal **** *** ****** shared ********** ** **** technical *** *** *******, Lenel ** ****** ********* including * ********* **** ******* Manager plus * ****** **** year ** **** ** planning ** **** ********** staff. ***** *** ***** **** industry ***/** ** ********** and, ** *** ****, are ******* ******* ** to ***** ** *** products.

**** ***** ** *** only ****** *****, *** staff ** ******** *** those **** ********* *********** is * ****** **** to ******* *** ** the **** *********** ****** the ******* *****.

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

***** **** **** *****, service *********** ***** *** decreasing. ** ********, **** direct *********** ** ****** from ****** **********. **** ***** **** ****** much ****** *** *********** have ******** *********.

New ******* ***********

********, *** ******* *********** is ***** ***********. ** ******* ******* **** ****** ***********, *** ****** ******* 7.3 ******* **** ***** own ****** ********** *******, line ** *******, *** BACNet ******* ** *** primary ****** ********

***** *****'* ****** ******** struggles, *** *** ******* of **** ******** *** hardware ***** ** ******** degree ** ******** ************ and *********.

Positive ***** *** *****

***** ***** ****** ***** is ******** **** ***** issues. ***** *** ******** are not ***** ** ** a ****** ****** ** ***** overcome, ***** ******* ** have ****-***** ********** *** *********** to ***** ***** ** improve. ********, **** ** have * ****** **** of ********** ***** **** the **** ****** * decades ** ** **** can ******** ** ******* support *** *** *** technology, **** **** * good ****** ** ********* their ********** *******.

Comments (3)

Undisclosed Integrator #1

02/22/17 08:14pm

We have had and continue to have an extremely positive relationship with Lenel. Yes...they have listened and are steadily making improvements all around. Great product!!

Undisclosed Integrator #2

02/23/17 09:48pm

Funny. Just read this article today. Then TODAY, I've had techs from two different parts of the country complain about hold times that exceeded one HOUR. So, whatever changes they've implemented seem to not have made an impact....yet, at least.

Ross Vander Klok

IPVMU Certified | In reply to Undisclosed Integrator #2 | 02/24/17 01:42pm

Huge impact! It used to be three or four hours!! ;-)

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.

Most Recent Industry Reports

ADT Stock Surges - "Leading The Commercial Space" on Nov 15, 2019

Don't call it comeback... but maybe call it a commercial provider. ADT, whose stock dropped by as much as 2/3rds since IPOing in 2018, has now...

Gatekeeper Security Company Profile - Detecting Faces Inside Vehicles on Nov 14, 2019

Border security is a common discussion in mainstream US news and politics, as is the use of banned Chinese equipment by US Government agencies....

Hikvision CEO And Vice-Chair Under PRC Government Investigation on Nov 14, 2019

In a surprising and globally covered move, Hikvision CEO Hu Yangzhong and Vice-Chairman Gong Hongjia are being investigated by China's securities...

Camera Field of View (FoV) Guide on Nov 13, 2019

Field of View (FoV) and Angle of View (AoV), are deceptively complex. At their most basic, they simply describe what the camera can "see" and seem...

UK Big Brother Watch: Hikvision Is 'Morally Bankrupt' on Nov 13, 2019

UK civil liberties advocate Big Brother Watch has condemned Hikvision as being 'morally bankrupt' following IPVM exposing Hikvision marketing...

Color Low Light Mega Camera Shootout - Avigilon, Axis, Bosch, Dahua, Hanwha, Hikvision, Panasonic, Speco, Sony, Vivotek on Nov 12, 2019

This is the biggest color low light shootout ever, testing 20+ super low light models from 10 manufacturers: Increasingly, each manufacturer...

Wireless / WiFi Access Lock Guide on Nov 12, 2019

For some access openings, running wires can add thousands in cost, and wireless alternatives that avoid it becomes appealing. But using wireless...

Hikvision Markets Uyghur Ethnicity Analytics, Now Covers Up on Nov 11, 2019

Hikvision has marketed an AI camera that automatically identifies Uyghurs, on its China website, only covering it up days ago after IPVM questioned...

Open vs End-to-End Systems: Integrator Statistics 2019 on Nov 11, 2019

Preference for open systems is on the decline, according to new IPVM statistics. We asked integrators: For video surveillance systems, do you...

Biggest Low Light Problems 2019 on Nov 08, 2019

Over 150 integrators responded to our survey question: "What are the biggest problems you face getting good low-light images?" Inside, we share...