Manufacturers Failing at Customer Service

Author: John Honovich, Published on Jun 25, 2012

Historically, manufacturers reaped the benefits of abused customers powerless to fight back. Now, with the rise of social media, the tides are turning yet many manufacturers refuse to help customers that voice their complaints publicly. In this note, we examine the factors involved and the growing impact this has on marketing and competitive positioning.

Regulars readers of the IPVM discussion group are aware of new field problems posted every week. Today, I was pleasantly surprised that within 30 minutes of an integrator sharing a problem with a Samsung dome, not only did Samsung respond with detailed technical feedback, they offered and had a call with the integrator.

****, ***** ************* ***** ***** ********* *** ** *** *** see **** ** **** ** * ************* '********'.

Don't ****** *** ******** ********

************* *** ********* **** ********* *********** ****** **** ****** *** customer ********. *******, ********* ****** *** *** **** *** **** their **** ** ******** ******* ********.

*******, **** ** ***** ** ********* ********* **** ** **** (or ***** ****** ***** ********) **** **** **** ********* *********** means. ******, ** **** ***** **** **** *** ************ *** get ** ******** ** * ***** ****, **** ***** ********* be **** ****** *** **** ********** * **** *** ****** that ****** *** **** **** **** *** ****** ** **** or *****.

****** ***** ***** *** ********* * **** ** * ******* in *** ************'* *********** ******* ******* **** ******* ************* ***** want ** ******* *** ******* ****.

Don't ****** ****

*** ***** **** ******** **** ** **** **** ************* ** not **** ** '******' ****, ******** **** ******* ***** *** share ******** ** **** **** ******* **. **** ** **** sillier.

**** '****' ******* ** *** ************* *******:

  • ** * ************ **** *** ******* *** ** **, ** 'win' ******* ***** ******** *** *** ****** ***** **** ** care **** ***** **** **** *** ************.
  • ** * ************ **** *******, ** *** '***' *** **** 'win' ***.

Free ********* *** *************

**********, **** ** **** ****** ***** **** ******** ** **** these **** ************* ***** **** ** ********* ** ******* ** trade *** **** **** ************ ********** *** **** ***** ******.

** ********, * **** ** ** ********** ** *** **** on **** ****** "* ** ****** ******** **** ************ * and ************ * ***'* **** **" *** *** ******* (********) effect **** *** **** ************* *** *** ***** ***.

*** ****** **** ** **** * ************ *** ******** ** a ******** ********* ** ******* ********** **** ********* **** ** easily ***** ********* ** *******. ** *** ******* ** *** opportunity ** *******, ************* *** **** **** ***** ********, **** damage *** ***** **** ***** ** **** ******* **.

************* ******* ****, ******'* *** ****** ** ******* ** **** *******- *** ******* **** ****** ** ******* ***** ******** ****** minutes ** ******* ***** * ******* ****** ******?

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

'Clowns' Allege Ubiquiti 'Completely Fraudulent' on Sep 20, 2017
A short seller has alleged Ubiquiti is 'completely fraudulent'. Ubiquiti's CEO has responded calling them 'clowns'. Here is the short...
Avigilon Touting 'Made In America' on Sep 18, 2017
Canadian manufacturer Avigilon, who completed a US manufacturing facility in 2015, is now running a marketing campaign touting 'Made In America',...
Cloud Guy Prints Book, Misses Irony on Sep 15, 2017
On-premise security systems are dead. But $75 print books are alive and well. Such are the lessons from Brivo's CEO new book "The Five...
Genetec Launches Community Connect Examined on Sep 14, 2017
Genetec has done best in large-scale, enterprise systems and relatively worse in smaller systems such as SMB. Now, Genetec is launching...
The 3 Most Outstanding Security Manufacturers (OSPAs) Make No Sense on Sep 08, 2017
The Outstanding Security Manufacturer finalists (US edition) are here: And if you are wondering, "How did those 3 get chosen?" then you are...
Pelco CEO Is Out on Sep 05, 2017
Less than 2 years after taking the job, Pelco's CEO is out. Pelco's rollercoaster continues. In this note, we examine the move, share feedback...
Hikvision Happy With Bad Security Unless Hit With Bad Press on Aug 28, 2017
Hikvision is happy to have bad cyber security unless they are hit with bad press, as we detail inside. When you look at the pattern of their...
Favorite SMB Camera Manufacturers 2017 on Aug 25, 2017
Small to Medium Businesses (SMB) have been hotly pursued by lower-cost entrants over the past few years. Nowhere has that been as strong a factor...
‘Experts' Fail On Dumbo IP Camera ‘Hack' on Aug 24, 2017
Dumbo, revealed by Wikileaks, has become big news. Unfortunately, 'experts' in the security industry have gotten it wrong, incorrectly contending...
Vulnerability Directory For Access Control Cards on Aug 14, 2017
Knowing which access credentials are insecure can be unclear, especially because most look and feel the same. Even the most insecure 125 kHz types...

Most Recent Industry Reports

Genetec Launches Cloud Access Control (Synergis SaaS) on Sep 21, 2017
Genetec's cloud everything expansion continues, with their announcement of Synergis SaaS edition, joining their cloud video offering Stratocast,...
Genetec CEO Warns Against Insider Threats on Sep 21, 2017
With Dahua and Hikvision cybersecurity issues becoming indisputable, a new counter has emerged. Just put them behind a firewall, buy cheap...
Automatic Door Operators For Access Tutorial on Sep 20, 2017
Opening and closing doors might sound simple, but it takes a high-tech piece of door hardware to pull it off. Integrating automatic door operators...
'Clowns' Allege Ubiquiti 'Completely Fraudulent' on Sep 20, 2017
A short seller has alleged Ubiquiti is 'completely fraudulent'. Ubiquiti's CEO has responded calling them 'clowns'. Here is the short...
Avigilon 'Blue' Cloud Entry Examined on Sep 19, 2017
Avigilon is moving to the cloud. The company announced their Avigilon Blue platform, designed to be a web-managed surveillance system, utilizing...
HID Buys Mercury Security on Sep 19, 2017
One of the biggest access control deals in years. Mercury Security, the most widely used access hardware OEM, and partner to 20+ manufacturers,...
Hikvision Backdoor Exploit on Sep 18, 2017
Full disclosure to the Hikvision backdoor has been released, allowing easy exploit of vulnerable Hikvision IP cameras. As the researcher, Monte...
Avigilon Touting 'Made In America' on Sep 18, 2017
Canadian manufacturer Avigilon, who completed a US manufacturing facility in 2015, is now running a marketing campaign touting 'Made In America',...
Cloud Guy Prints Book, Misses Irony on Sep 15, 2017
On-premise security systems are dead. But $75 print books are alive and well. Such are the lessons from Brivo's CEO new book "The Five...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact