Pelco Responds to Criticism Impressively

By: John Honovich, Published on Jun 09, 2014

Companies tend to put their head in the sand when criticized, hoping it will go away and bitterly bemoaning that anyone would actually speak their mind.

Now, contrary to this, Pelco has delivered a powerful example of professionally responding and stepping up to criticism. Even more impressively, it is being lead directly by the head of Pelco.

A number of people criticized Pelco in the wake of the 'Pelco is Back' assertion and, more recently, after the Pelco Major Rep Shakeup.

Pelco Steps Up

Not only did Pelco respond with specific details, they reached out to a number of people with problems and worked to solve them. As one end user followed up, "After working with Chris and a couple of the techs specifically assigned to us via Chris, we are in a much better spot than we were a month ago. Very reminiscent of the Pelco of 15 years ago."

Equally importantly, the head of Pelco, Herve Fages addressed numerous concerns head on. Instead of attacking critics or making excuses, he admitted that they did not handle the shift well from the 'McDonald era' and then explained where they were at and what they are attempting to do, saying that:

"I challenge my organization on a daily basis to stop talking, to continue proving and most importantly, to focus on what matters most: our customers and what matters to them, on-time deliveries, field failure rates, customer satisfaction scores, repair time, on-hold wait time, etc. As a result, I am confident that the industry’s perception is changing. Obviously not as fast as I would like but I am proud of where we are, the obstacles (self inflicted though they may have been) we have overcome, and where we are headed." 

Can they deliver? I do not know, but they are clearly making efforts as shown by how they have handled public and, often, biting criticism from people online.

Customer Service Vs Innovation

With IP innovation on the downside, it is becoming more important than it has been in many years to demonstrate extreme customer service. If minimal innovation continues, product differentiation will decline and manufacturers will need to switch to other avenues of differentiation - such as how far they go to support their customers.

Lose - Lose 

One major manufacturer remarkably admitted to us that they did not want to 'reward' customers who criticized them. Better evidently to let them suffer. Of course, this is a guaranteed lose-lose situation. While the customer may be stuck with a bad product, the manufacturer is now stuck having an unanswered public negative review.

Win - Win

By responding to one's customers and partners publicly, not only can companies solve those problems but they can build good will with future prospects and industry participants by showing that they are truly committed to supporting their customers.

Pelco, undoubtedly, has certainly more work to do to be totally 'back', and we are not convinced that it can be done, but it is a bullish sign to see that Pelco is taking responsibility publicly and going out and solving problems that arise.

Comments (7) : PRO Members only. Login. or Join.

Related Reports on Criticism

Dahua Wiretapping Vulnerability on Aug 02, 2019
IPVM has validated, with testing, and from Dahua, that many Dahua cameras have a wiretapping vulnerability. Even if the camera's audio has been...
"Stats Don't Lie" Says Deceptive IFSEC on Jul 30, 2019
While IFSEC has declared #statsdontlie and trumpeted seemingly skyrocketing visitor numbers, they are decieving about their show's problems. On...
LifeSafety Power NetLink Vulnerabilities And Problematic Response on May 20, 2019
'Power supplies' are not devices that many think about when considering vulnerabilities but as more and more devices go 'online', the risks for...
Inside Look Into Scam Market Research on May 17, 2019
Scam market research has exploded over the last few years becoming the most commonly cited 'statistics' for most industries, despite there clearly...
Verkada False Allegations Against Avigilon Exposed on May 08, 2019
Verkada has leveled false allegations against Avigilon, as part of their aggressive marketing tactics against the 'dinosaurs' in the 'ancient'...
Verkada Salesman: IPVM "Stuck In A The Stone Age" on Apr 25, 2019
Verkada is 'tackling dinosaurs' and battling those, like IPVM, who are 'stuck in a the stone age'. Verkada's recent sales recruiting promotion...
The Embarrassing Story of ISC West's Best New IP Camera on Apr 24, 2019
A sad but simple situation: Only 2 companies paid SIA the thousands of dollars required to compete for the best new 'cameras IP' The judges...
Securadyne CEO: IPVM 'Entertaining For An Ignorant Few' on Apr 16, 2019
Securadyne's CEO Carey Boethel is unhappy with IPVM's report - Failed Integrator Rollup, Securadyne Sells to Guard Giant Allied. Indeed, he...
ADT And 'The Defenders' Silent About Massive Complaints on Feb 14, 2019
ADT's largest dealer, "The Defenders" has been the subject of a massive number of complaints over many years and many forums, most recently a CBS...
Scam Research And The $86 Billion IP Camera Market on Dec 19, 2018
Scam. The most widely cited research numbers in many, if not most, industries come from a growing number of Indian 'market research firms'. We...

Most Recent Industry Reports

Verkada People And Face Analytics Tested on Aug 16, 2019
This week, Verkada released "People Analytics", including face analytics that they describe is a "game-changing feature" that "pushes the...
Dahua OEM Directory 2019 on Aug 16, 2019
US Government banned Dahua OEMs for dozens of companies. The following directory includes 40+ of those companies with a graphic and links to...
Installation Course - Register Now on Aug 15, 2019
Register Now for the September 2019 Video Surveillance Install Course. This is a unique installation course in a market where little practical...
Axis Suffers Outage, Provides Postmortem on Aug 15, 2019
This week, Axis suffered an outage impacting their website and cloud services. Inside this note, we examined what happened, what was impacted...
Hikvision Scrutinized In The Netherlands on Aug 15, 2019
Hikvision is facing unprecedented scrutiny in the Netherlands, at the same time the US government ban has taken effect. This week, a Dutch...
Axis 4K Camera Shootout 2019 on Aug 14, 2019
Axis' 4K Q3518-LVE claims the "best video quality possible", with Lightfinder super low light performance, Axis' high end Forensic WDR, and...
CheckMySystems Company Profile on Aug 14, 2019
CheckMySystems says that too many users respond, "I get an email when something is wrong" when talking about their video system maintenance plan,...
Hikvision OEM Directory on Aug 13, 2019
The Chinese government-owned and US-government banned Hikvision has become the world's largest video surveillance manufacturer and generally hidden...
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,...
US Government Ban of Dahua, Hikvision, Huawei Takes Effect Now on Aug 13, 2019
The 'prohibition on use or procurement' of Dahua, Hikvision and Huawei products and 'essential components' take effect today, August 13, 2019, one...

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