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!!  ;-) 

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.

Related Reports

HID Favorability Results 2019 on Feb 21, 2019
HID favorability results were strong, in the 2019 IPVM integrator study of 200+ integrators, with a net +62% and low negativity as the table below...
HID Launches Origo To Fix Mobile Credential Problems on Feb 05, 2019
HID is releasing Origo, an overhaul of its mobile credential platform, this time drastically restructuring the way it is priced and packaged. HID's...
BluB0x Company Profile on Feb 20, 2019
BluB0x has doubled in revenue every year since its founding in 2013, according to CEO Patrick Barry [link no longer available]. We originally...
Eagle Eye Favorability Results 2019 on Mar 21, 2019
Eagle Eye has been the biggest spender in the cloud VMS market including (via their owner) acquiring Brivo for $50 million and CameraManager from...
Lenel Favorability Results 2019 on Mar 26, 2019
The positive news for Lenel is that integrators do not dislike them as much as they used to.  The negative news for Lenel is that integrators...
Silicon Valley Access Startup Proxy Raises $13.6 Million on Mar 28, 2019
This mobile-credential based access startup just raised $13.6 million in funding.  Further, they claim that their technology can free businesses...
ACRE Acquires RS2, Explains Acquisition Strategy on Apr 19, 2019
ACRE continues to buy, now acquiring RS2, just 5 months after buying Open Options. One is a small access control manufacturer from Texas, the...
Poor OSDP Usage Statistics 2019 on Jul 09, 2019
OSDP certainly offers advantages over decades-old Wiegand (see our OSDP Access Control Guide) but new IPVM statistics show that usage of OSDP, even...
Mobile Access Usage Statistics 2019 on Jul 18, 2019
The ability to use mobile phones as access credentials is one of the biggest trends in a market that historically has been slow in adopting new...
Biometrics Usage Statistics 2019 on Aug 13, 2019
Biometrics are commonly used in phones, but how frequently are they used for access? 150+ integrators told us how often they use biometrics,...

Most Recent Industry Reports

Hazardous & Explosion Proof Access Control Tutorial on Feb 27, 2020
Controlling access to hazardous environments requires equipment meeting specific ratings that certify they will not start fires or will not...
Motorola / Avigilon Drops ISC West on Feb 26, 2020
Motorola Solutions has pulled out of ISC West 2020 effective immediately, because of coronavirus concerns, IPVM has learned. This is done amidst...
Cancel or Not? Industry Split Over ISC West on Feb 26, 2020
The industry is split, polarized, over whether ISC West 2020 should run or be canceled. New IPVM survey results of 400+ respondents show heated...
Coronavirus Hits Sony, Bosch Says Switch on Feb 26, 2020
Sony's fall in video surveillance has been severe over the past decade. Now, they may be done. In this note, we examine Bosch's new...
Video Surveillance Cameras 101 on Feb 25, 2020
Cameras come in many shapes, sizes and specifications. This 101 examines the basics of cameras and features used in 2020. In this report, we...
Favorite Video Analytic Manufacturers 2020 on Feb 25, 2020
Video analytics is now as hot as ever, driven by the excitement of advancing deep learning offers. But what are actually integrator's...
Latest London Police Facial Recognition Suffers Serious Issues on Feb 24, 2020
On February 20, IPVM visited another live face rec deployment by London police, but this time the system was thwarted by technical problems and...
Masks Cause Major Facial Recognition Problems on Feb 24, 2020
Coronavirus is spurring an increase in the use of medical masks, which new IPVM test results show cause major problems for facial recognition...
Every VMS Will Become a VSaaS on Feb 21, 2020
VMS is ending. Soon every VMS will be a VSaaS. Competitive dynamics will be redrawn. What does this mean? VMS Historically...
Video Surveillance 101 Course - Last Chance on Feb 20, 2020
This is the last chance to join IPVM's first Video Surveillance 101 course, designed to help those new to the industry to quickly understand the...