Worst Manufacturer Support 2014

Author: John Honovich, Published on Jul 30, 2014

With the best manufacturer support selected, we now turn to the worse.

The two key issues integrators raised were:

  • Screwing up / delaying replacements
  • Long time / effort to speak with someone knowledgeable

Inside, we look at how integrators selected.

**** ******* ************ ******* ********, ** *** **** ** *** *****.

*** *** *** ****** *********** ****** ****:

  • ******** ** / ******** ************
  • **** **** / ****** ** ***** **** ******* *************

******, ** **** ** *** *********** ********.

[***************]

Arecont - *****

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

** ******** **** ******* ***** ** ***** **********, ** ******** the ******** **** "** *** **** ** ******." *** **** news ** **** ***** ****** ** '*******' *** ***** **** on ******** ********** *******. *******, **** ***** **** *** *** choice ** * ***** ******.

******* ******** ***** ******* *** ******* *********** **** *********, *********:

  • "******* ********** *****. ** ***** * *** ** **** *** effort ** *** ****** ****** *** ********."
  • "** *****'* **** * *** ******* ****** ** ***** *** the *** ** ***** **** *** ***** **** *** **** a ****-****. *** **** ******** ***** **** ******* ***** ** is ** ****** ********."
  • "** ****** * *****-**** ********-* ******. ****** ***** *** *****. Their *********** **** **. ** **** *** ****** **** *** got ******* ***. **** *******. **** * ***** ** ****."

************, *********** ********* *******'* ******* *** ******* ** ***** ******* in ***** ******* ********:

  • "******* ******, ******** ** **** ***** *** *** ** ** a ********* ********: *. **** *** ** ****** ** **** what ** **** *** *.*** *** ********* ******** *** *** us ** ****** ******* ** ******* *** **** ** ****** to **** *** ****** *** *. ******* ****** *** **** repair ** ******* ********* ** *** **** *** ** ******* the ************* ******** *******" (****)
  • "******* ***** ** *** * ****** ******** (***** ******** ***** calls). ** ******** ***** **** **** *** **** ** **** a ****** ** *** ***********, **** ** **** *** *** camera **** ** ******* ** * ****** **** ** ********* that ** **** *** *** *** ****. *** ***** ***** was, **** ******* *** *** *** ******. ******'* *****."

***** *** ****** - ***

** ********** *** ******** ******** ** *** ***** ******** ******'* ******* *** * ****** ********** ****.

*** *****, ***** ****** ************ ********:

  • "***** ** *** *******, ****, **** ** *********, ***."
  • "***** ****** **** ******* ** ****** **** ****** ****** ** Excellence. ***** ***** ** ** *** ******** **** **** ** mean. ** **** ****** ******* ********** **** ***** ************* ******* ***** *** ******** ** ******* *** ********** ***** was ********* **** ******** *******. ************* ********** ********* ******** **** ******* ********* ******* of ******** ** ******. ****** ** ********** ***** ** ******** our ******* *** ***** * ****** **** ***** **** **** made ***** **** ***** ******* ** *******. ***** ******* ***** they ****** ** **** **** **** ** ******** *** ** have ** ********* *** ******. ** **** *** ********. *** *****."

*** ******:

  • "***** ***** **** **** ** **** *** **** ***** *** open * ******* ******"
  • "******* *** **** ** * ********* ** **** ** *** want ** **** **** ********. *** ** *** **** **** want *** ** ** ******* **** **** ******* *** **** you **** ** ** ******* *** *********** *** *** **** to *** * *********** ***** **** **** ** ** ******** by ******* ** **** ** **** ***. **** *** **** in *** *** **** ***** *** ** ***** ***** ******* for *** *** **** ** ***** ***** ** *****. *** this ** ****** **** ***** **** ********* *** ** *** box."

Sony ***********

**** **** ******** *** **** ********* *** **** ** ***********, quite *** *** ***** ******* ****** ********. *****, ***** *********** emphasized ******** **** **** *******:

  • "*** ******* *** *****. ********* ***** ** *** *********, ****** reading, *********** ** **** *******. **** ******* ****** ******* **** different ***'*."
  • "*** ******** ***** ***** ******** *** *****. *** ** **** six ****** ** *** ** *** ** ******** ****** **** in ******* ************."
  • "** ***** **** **** ***** ****** ** *******, ****** ****** to **** ********* ** *** ***** **** ** *** ******* determined ** ** ** ***** **** * **** **** **** to *******."

***** ***********

***** ***** *** **********'**** ******* ****** *** *** *******, **** ******** **** * ******** ** ******* *** **** support ******** ** ****** ******* *** *********. **** *** *** positive:

  • "***** **** ******* **** *** ****** ******* *********** ****** ******* and **********"
  • "**** *** * *** ***** *******. *****, **** *** ******** service. **** **** **** ** ******* ** ****** *******."

*******, *** *********** **** ********** ******** **** **** **** ***** to ***** *******, ********* **** *** ********** **********, **** ****** *** **** **********:

  • "*** **** ***** *** **********. **** *** ******* **** ******* to **** ** *** *****, **'* ****** **** *. *** tell **** *** ****** ** *** ******* (** ****** *** big ** *** *****) *** **** ****** **** ** ******** you ** ******* ****. **** **'* * **/**; **** ****** know *** ****** *** ***'** ** **** *** *****, ** they **** **** ****** *** **** ** **** *** ****...***** they ***** *** ** ******** ********* ******* ****."
  • "*** **** ***** *** **** **** ***** ** ****. ** in *******. * ****** ** ******* ** *** **** ****."

Bosch *****

***** ******** * ******* ** **** *** ***** **********. *******, a ***** ***** *** **** ** ****** *** **** *** one ******** ******* *** ***** *******:

"*** ***** ******* **** **** *****. *** *** ** ****** call *** ******* ***-***** ******* *** ****** ******, ***** ******** you ** ***** **** *** ********* *** ** ***** **** in * *** ** ***. ********* ******* *** **** ****** to ******* ******* ** ****** ********* ********* *** *** ***** take ***** ** *** ** ****** *** ** ****. **** in ****, ** **** ****** * *******, *** **** ********* do ** **** ******** **** ***** ** ** **, *** as **** ** ** ****, *** ***** ***** ** ***** have ****** *******."

Hikvision - *****

********* *** ***** * ****** ** ******** *** ******** ********, as ** ***** ******** ** ******* ***********. **** *** *** ********* / ***** **********.

** ***** **** ***** ************ ***** *** ****** **** ***** as ***** ******** ********:

  • "**** ** *** ******* (**** ******* ***********)" (******* ******)
  • "***** ***** ** ******* **** **** ** *** *******, **** it **** ** ******* * **** ***** * ****** ** months ***** ******* ********* *** ******** ** *** ** ***** orders. ********** ***** ******* **** ** *** **** **** ******** they **** *** ********* * *********** *** ** ******* *** I **** ** *** ******* ****" (***** *******)

****, **** *********** *** ******* ************ **** ***** ******** *******:

  • "**** ********* ** ***** **** ******* *** *** **** *************." (North *******)
  • "****** ***** *** ** **** *******, **** *** ** ****** it *** *** **** ******* ** *** ** *** **** to **** ****." (***** *******)

************ ******* - ******

****** ******* ******** ****** ******** ** ***** *** *** ******* strongly ******** *****:

  • "**** ** *** **** ***** ********, *******, *** *** ** handle *** ******** ** **** *******"
  • "**** *** *** ******** *****."

Comments (22)

********* ** ***** ******* *** **** **** *******. **** ** not **** ** **********, * ***** ******* ***** ** * barrier *** ****... ********* **** ***** ** *** **** **** to ****** **** **** ** **********. **** ******** ****** *** warranty. **** ** *** **** ****, **** **** ** *** a ***.

*** **** ***** ********* *** ***** *** **** ************* *** helpful. *** ***** **** ******, ******* ********** *******, ** ***** named ***- **** ****** **** *********** *** *** **** *** are ********* ****.

*'* **** ** ***** **** **** ***** ****** ***. *** techs *** **** ** *** ******* ****** **** *** **** you ***** ***'** ******* ***** ****. **** ***** ******** ***** you *** ********* ** **** *****, **** **** **** *** why **'* *** ***** ***** *** ******* *** ** *** off *** ***** **** ***. ** **** ************* ***** ** RMA **** ** ******* ** **** *** ***** ***'** ** the *****.

**** ** ***** ****** * **** ****'* ******* ** ** OK, *** ***** ***** ******** *** **** ***** *** ****** not **, **** **** *********** **'* **** * *** ** a ****.

** ********** **** ***** *** ********.... *** ******** ********* ** on * ****** **** ********* **** ** *** **** ************ issues **** ******* ****...*** *** ** ****.

***** *** ******* *** **** ****** **** ***** ****** *** customer ******* *** ** ** *** ****. * ***** *** repeat *** **** (***** *** **** ***** ** ******* *** they ***** *** *******) ** ** *** ***** *** ******** sent ** *** ** *** ****.

**** * ********* ***** * ********** **** ***** ******* **** did *** **** *** **** ****** ********** **** *** ******** was *****...***** *** ******** ** ******* **** *** ** ****** a '*****' ** *** ****.

* *** **** *** ***** ******* *** ** ******...** * am * *** ************* ** *** **** **** **** ***** customers *** *** *** ***** *******.

**'** ********* *** ******* *** ********** **** ******* **** *****, but **** **** ** **** ******* ********** ***** ** **** knowledgable ********* **** **** ***'* **** *** *******. ** *** one ********* ***** *** ******** *** ****** ******** ****** ******* settings **** ******* ** *** ******- **** *** *** *** standard ***** **** ****** ******** *** ********. ******* ***** * threw ** ****** ** ** *** * ****** ******** *** was **** ** ****** ** *** ** ** *******. * mismatch ** *** ***** *** *** ****** ************ ********. **** one ****** ********** ** ******** ******* ******* *** ******** *** firmware *********** *** ******* ******.

*** ** ***** **** ****'* **** *** ****** ** "******* is *** ***** ******* ** ***'* ********** **".

* ** ********* ********* **** *** **** *** *** *** trouble **** **** *******. *** *** ******** *** **** ****
******* ****** ***** ******* ** **** ******* ** ****. *** is ****** ** *** ******** ***** ****** ***** ******** ***** so **** ***** ** *********** ******** *********? **** **** **** say ***** *** ********? *'* *********!!!

*** **** ** ******* **** ******, *** ******* ************ (*********** no ****) ****** ****** *** **** ** *** ************ ** poor ******** *********.

** ***** ** *** *** ******* *** ****** ***** - we ******* ****.

**** ***** *****, * ***** ** *** *** ******* *** kettle *****...*** *'* ***. ** ******* ** * ********** ******* with *******, *** **'* *** **** ***** ******** *** "****" when * **** **** ***** ******** *** ***** ******* ** more ****** **** ****** ** ***** ******** ** ********. * don't ***** ******** ***** ***** **** *** **** ************ ******** have ** ***** ****. **** ***** ** *** **** ********* and ** ****** ** ******* *** **** ****** ** ** anonymous, ********** ************* **** *** ***** ******** ** ***** *************.

* ** ***** **** ************ ******** **** *****. *** ******* "manufacturer" ******* ** ******* ********** (***'* **** ** *** ***, don't **** ** *** *** ***) ***** **** ****** **** to ***** **** ****** *** **** ******* - ***** ** my ******* ******* ******* *** ***** ***** **** *** *****.

* ******'* ** ** * ***** ****** ** ***** *** drawbacks ** ****** **** ***** **** ****, ** ***** *** if * ******** ** **** * ****** ***-****** ******* * could **** ** *** ****. **'* ****** ** **** *** consumer **** *** **** ** *** ******** *** ********* ******** from ***** *** *** ****.

****, *** *** ********* *** *** **** *******, ****** *** Lenel * ********, ** ** **** *** *** *** ** their ********?

**** ********** ** ****. * *** **** *** ********** *** find * ****** ****** *** *** * *** **********, **** doesn't **** ** * *** **********. *** *** ***** **** larger ******* **** **?

* ********. ***** **** * *** **** *** **** *** no **** ******** ** ********** *****.

*** *********** ** **** **** *** *****.

*** **** **** **** ** ***** * ********* *** * single '****' **** *** *** **** '*****' ***** ** * strong **** ** **** ****** ******.

* **********, *** *** ** ********** *** ********* **** ** the **** *****?

**** ********* *** *** "*********" (*** ******* ** ***** **********, or ***** ******** ********* ************) ****'* ***** ** *** * "Best" *** ***** *** * *** "******". ****** *********** ******** suggests *** **** * ****** **** ** ** *********** ** a ********** ****** *** ** ** ** ***********.

*'* *** ****** **** *** **** ** *****, ** **** the *********** *** *****, *'* **** ****** ** *** ****** to *** ** **** **** ******* ** **** *** "**** company *** ** ****, *** * ***, ** **** **** be ***." ******* ** ***** ****** ****'* *** ****** * statistically *********** ****** *** ********* **** **** ******** ** ********* of ******** ************ ***** *****.

*** **** * **** ******** ********* ***** ****** *** **** generally ****** **** ** ******** ******* *******, ** *** **** that ****'** *** **** *** *** ** *** "*****" ****** feels ***** ** **. *****'* * *** ***** ********* **** intuitively * ***** **** ******* ***** **** ***** ****** ** that **** ***** *** ****** ******.

*****,

****** *** ****** ** ********************** ************ ******* ** ****. ** ***** ** * ******* here.

***** *********** *** *** ****** ** ****, ****** ** *** liked. ****'* *** ****.

***** *** **** ********** ******* **** ******.

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

* *** **** *** **** ***** **** ***** ** ******* Sony ********* ** *** ******** *** ** *** **** ******** service *** *** **** **** ** *** *** ********* **** their *******.

** **** **** ***** ******* ******** ******'* **** *** ***** and *** **** *******. *** ******** ******* **** **** *** been ***** ** ***.

***

** ***,

* **** *** ******* **** ***** ******* ******* ** ***** to **** ** *******. * ***** **** ** **** *** you *** *** ********* **** ***** ******* ** *** ***'* mind ******* **** ***********.

**** ******** *********** * **** ****, ****, ***** & ***** cameras ** ** **** ** *** ****** **** *** ***** in ***** ** ******* ******* ** *****. * **** ** keep ******** *** ** ********* *** *** ******* ******* ** obviously **** ****.

******** * ****** * ******** ** ***** ** ******* ****, Bosch, ****, ***** & ******** *** ******* *** **** ********** with * *** ********** **** *** *****.

**** ******'* *** **** ******** ** * ***** ********* ***** image *******. *** *** ***** ********** ** ****** ** ******* Sony ***'* ****** ** ****** ** ****** ********* **** *** we ***** ******** ** ******* **** ** **** ***..****** * bad ***** ** **** *****. *** ******* ********** *** ****, slow *** **** **********.

****** ***,

** * ********* & ******* *******.

* **** *** ***** ** ******** **** ** ***** ****** and ***** *******. **'* **** ** ******** *********. **** **** you *** ***** *** ****** **** **** *** ****** ** what *** **** ** ** ***** ** * ******* **** of ********* ** *** ***** **** *** *********.

*** **** ***** ******, ** **** ***** *** ******** ******* / ************ ** **** ** *** ***** *******.... ***, **, Open *******, *** *** **** **** **. **** ** ********* access ******** ********* **** **** ************ - **** **** *** hungry ** **** **** ***** ***** *** **** *** *** fumbled ** *******.

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