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 2016Lenel 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)

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!!

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.

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

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