Lenel Improving Customer Support

By Brian Rhodes, Published Feb 21, 2017, 09:26am EST

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.

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!!

Agree
Disagree
Informative
Unhelpful
Funny

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.

Agree
Disagree: 1
Informative: 2
Unhelpful
Funny
Avatar

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!!  ;-) 

Agree
Disagree
Informative
Unhelpful
Funny: 1
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