Worst Manufacturer Technical Support 2018

Author: IPVM Team, Published on May 16, 2018

5 manufacturers stood out as providing the worst technical support to 190+ integrators in new IPVM results. These integrators answered:

In the past year, what manufacturer has provided you the worst technical support? Why?

Across these manufacturers, 2 most common themes emerged:

  • Long hold times and delays in getting answers
  • Inability to understand the company's own products

In this note, we examine the problems for these 5 manufacturers - 4 American companies and 1 Chinese - including detailed integrator commentary on the problems faced.

* ************* ***** *** ** ********* *** ***** ********* ******* to ***+ *********** ** *** **** *******. ***** *********** ********:

** *** **** ****, **** ************ *** ******** *** *** worst ********* *******? ***?

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

  • **** **** ***** *** ****** ** ******* *******
  • ********* ** ********** *** *******'* *** ********

** **** ****, ** ******* *** ******** *** ***** * manufacturers - * ******** ********* *** * ******* - ********* detailed ********** ********** ** *** ******** *****.

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

Executive *******

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

  • *** ***** *****: *****, ********* *** ***** ** **** *****
  • *********** ******** *** *** ** *** ** *** ***** *****: Hikvision *** **

*****

*********** **** *** **** ********** ***** (*) **** **** ***** and (*) ****** ******* *** ***** ******:

  • "***** - **** **** ****"
  • "***** - ***** ********* *** ***** ******* ******."
  • "***** - **** **** ** ***** ***** ********. *'** **** a ****** ** ***** ******** *** **** ****** *** **** to ***. * ****** **** ** ***** **** ***** ** get * ********. **** **** ** *******, ***** ******* ****'* very *******."
  • "***********. ****** **** ****** ** **** *****, ***** **** ** minutes. ******* ***** ******** ******** **** ***** ** ******* *** problem."
  • "*********** - **** **** ***** *** **** ******* **** ****** their *** ***** **** **** ********, ******* ** **** ******* calls ** ** **** ** *******."
  • "*****, **** ******* *****, ** *****, *** **** ***** ** hours * *****, ** ***** * **** *** **** **** it ******.. **..*** *** ** ******** ***?...** ** * ******* left, ***** * *** ** **** *** **** **** * hour"
  • "*****. ********* ******** ******** *******. ** *** **** **** **** since *** *** *** *** ***** ***** *** **** *** out. **** **** ** ** *** ***** ********** *** *** about *** ********."
  • "*********** - ** ** *** **** ****, ***** *** ** done. ** ****** ** **** ** *** *****, *** ***** answer ***, ***** ***** ******** ** * ******* ******..."**** ****" It ****** **** * **** ********, * ***** ** ***** have ****** **** ******** ***-******."
  • "***** ***** ** **** ********* ******* **** **'* ********, *** hold ***** *** **********."
  • "************, ** *** * ****** ***** **** **** ***** **** year. ** ****'* **** ** **** **** **** *****, *** when ** ***, ** *** **** **** **** ***** *** a ****** ** *** *******."
  • "*****. * **** ** **** ** **** *** **** ** min *** **** * **** ******* **** ** *** **** in * **** ***** *** ******* **+ ******* *** **** 2."
  • "***** - *** **** *****! ***** *****, ** *** *** to **** *, *** ***** *** ************* *******. **** * is ******* ****** **** “** **** **** ****’ *******. ** our ***********, **** ** *** ****** ** **** **** ** the *** ** ****** ******* *********. ***********, ** *** ****** Tier * ** ** *** *** ****** ****. ******* ** don’t **** * *** **** ***** **** ******* ***** ** good. **** ***** *** ***** **** **** ** *** *** can ******* ** ** **** ***** ** *** **** ** get **** ***** *************."

*******,***** **** ******* ** *** ******** *** / *** **** rankings.

*********

**** *****, *********** ********** ***** *********'* **** **** ***** *** support ******** *** **** **** ** *** *********'* ********* ** solve ********:

  • "*********. ** **** *** **** ** *******. **** *** **** support **** **** * ******** ******** *** ****. **** **** to **** *** *** *** *****. **** ******* ****** ** if ** *** *******. *******, *** ****** *** *** ******* is ******* **'* *** *******. *** ** **% ** *** cases, *** **** ** **** ****. ***** ***** ******** *** over ***** **** *** **** ****."
  • "*** ** ** *********. **** **** *****, ***** ** *** an ***** *** ***** **** * ****** *** ***** ** transfer ** * ****** ***** ***** ***** ********** ***** *******. I **** ** ******** **** **** ** *** * “****** agent” *** ******** ******, *** ****’* ***** ** ***** ** wandering ******* **** ***** ******* *** ******* *** **** *** wanted ******* ******* ** ** !"
  • "********* ********, ** *** ** ***** **** ** ******** ***** security ***** *** **** ******** ***** *** ****** ** **** us **** ****’* **** **** *** ******* **. ***** ******* the ******* *****."
  • "********* ********* ** **** **** ********* *******. **** ****** *** updates *** ******** *** ******, "** **** **** ******* **** you ****" **** ** ****** *****. **** ******* **** ***** are ***** **** *** **** ***** *** ****** ********** *** rep *** *******."
  • "*********. ******* ********* **** * **** + ****** **** ** get ******* *** ****** ****** ****** ** *** *** *****."
  • "**** **** ******* ** "***" ****** *** ***'* ****** **** if *** ********* ******** **** **** ** ***. **** ** frustrating **** * ******* ********** ********** ** **** ** ****** for *** ********* *** *** ********. ********* **...****, * ***** I *** **** ***** *****."
  • "*********...**** ***** *** ******* ***** *******"
  • "********* **** **** **** ** ** ********* ** *** **** sale, *** *** *** ********* ** ******* ** *** ******** issues."
  • "********* ** *** * **** ******* ***** *** ****** ******."

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

*****

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

  • "*****, ***** *********, ***'* **** *******, **** **** ************!"
  • "*****. **** **** **** ** **** ***** *** *******."
  • "** *** * ***** ***** *** ** ****** ** **** of ******* ** ** ************* ******."
  • "*****- **** ***-***** *******, ******* *** *** ******* ** ********* and ** *** ** ** ******* ******* ****** **** * few ********* **** **** ****** *********** ****** **** **** ** resolve. ** ******* **** ** *** ****** ********* *********** *** Working ** * ***** ***** *** **** ******* ******* **** into ***** ***** *******."
  • "***** - **** ** *** * **** ** ******* ****."
  • "*****. **** **** *****."
  • "*****, ****** ***** *** **** ****"
  • "*'** **** *****'* **** **** ******* * ****** ** *****, where **** ****** ***** **** *** **** *** *** *** an ***** *** ****** ***** ****** **** **** ****** ****** has **** ******. ***********."
  • "*** ***** ********* ******* **** **** *****. **** ******* ** the **** **** *** **** *** ** *** ********* ** all **** *** ** *** ******* ****."
  • "*****- **** ************ & **** ** ***** ** ******* ****** to *** *** ***** ******"
  • "*****. *** *** **** *** ******** ******* *** *** **** negative ****** ***** **** ******* *** *****."

*********

********* *** ** ******* ******** *****, **** ** *** ****** of ***** ******* ********* **** ********, *** *** ****** **** Exacq, ***** *** *********, *** **** ************** ********.

********** *** ********* ******** *** ****** ******* ** **** **** times *** ********** ******* *******:

  • "*********. **** **** ***** *** ******* ********* ***** ** *** other ***. **** ****'* **** **** ****** *** ************"
  • "********* *** **** *** *****. **** **** ** ** ******* and **** ******* **** *******"
  • "********* **** ** *** *** * ******* *** * **** of ********* ** ***** ******* ***** **** ** ***** ** complex ******."
  • "********* ** *** ***** ******* ** *** ****** ** **** you **** ** ** ** **** ****** **** ******."
  • "********* ***** * *** ** **** ** ******* ** ********* issues"
  • "*********, *** **** ********* ***** ******** *** **-******** ***** ***** to * ******** ********** **** ****** ** ******* ******** ** resolve ******. ** **** **** *** ************ ***** ************* ***********."
  • "*********, ***** **** **** ** **** ****** ******** ** ********* issues."
  • "*********, ********* **** ** ***, *** ******* ******."
  • "********* - *** ** * **** ** ******** *** **** _ **** *** ** * *****."
  • "*********. ** *** ******* **** ******* *** **********. ***** *** problem **** *** ********. **** **** **** ******* **** *** to *** ** ******* **."
  • "*********. ***** ******* *** * ******** ** ***** * ********* DVR ********."
  • "*********. ***** * ** ***** ** *** **** * **** have * *** *** ******* *** ***** **** * **** to **** ***** **** ******* **** *** **** ** ********** and (** ** **********) ***** ** ***** *** ***** ** other *********. *** ******** ** **** **** *** * **** had * *** *** ****."
  • "*********. **** **** *** ******* **** *****"
  • "*********. **** *** ****** ********* ** **** **** *** **** been **** ** *****."

**

***** ** *** **** ******** ********* **** ****** ** **** list, ** ***** *** ******* ***** ******** *** ********** ***** problems ******* ******* ** ***** **** ******* ** **** ** one ** **'* *** **** *********, ** ***** ******** ****:

  • "**-************"
  • "**. * **** *** **** ****** *** ****** ******* ** a ************** ***********. **** **** * ******* * **** **** it ** ***** *****, ** *** **** ***."
  • "**. **** **** ** ******* * **** ******** ****, ********* longer. **** ** * ***** ******* **** ***** ** * down ****** ** ***** ** * **** ******* ******. ********* they ***'* **** **** **** ** **** **** *** **** day. **** ** *** ******* ** **********."
  • "** ***** ******* ***********. *** **** ***** * *******. * three **** ******** **** ** *******, ********* **** ** **."
  • "** ******** *** **** *** **** ********* ** **** **** for *** ******* ****. ** *** ******* ********** ***** ******* they **** ** ** *** **** ** ***** * ******* for ********* ******* ** **** **** ****. ********* *** **** back ** **** ** **** *** *** ********** ** ****** to ***** *** **** ***** ** *** *** **** **** sitting ****** ***** ******* *** ******* *** * **** ****. This ***** *** ******* **** **** ******** ********* ******* **** S2 **** ********* *** ******."
  • **** *** **** *********: "** ******** (****** *******). ***** * dont **** *** **** **** *** **** ** ***** * message *** **** *** ******* ** **** *** **** **** they ** **** *** **** *** ******* ** **** ** as **** ** ** **** ** *** *** *****."

Avoid **** **** *****

**** ******** ******* *** ********** ******** ***** ****** **** *** importance ** *********** **** **** *****. ***** ************* ******* ***** the ************ *****, ** ** **** **** ****** ** *** losses *** *** ********** *** *** ********* ********** **** *********** will **** *** ***** ************* **** *** ****** ****** *** phone.

Comments (27)

*** *************, *** ***** ***** **** ** *** ************ ****? Or *** ***** ** *** ************ ** *** ************'* ******** considered ** ****?

** *** *** *** ************ ***** **** *********** *** *** almost *** ******, **** ******* ** ******* ************** ** *** manufacturer ****** **** *** *********** (*.*., *******, ***** *** ********** is ** *******).

****, * ******* ** ******** ********* ***** ************ **** (*.*., Hikvision ***) ** ********, ***** **** ******** **** *** ***********.

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

*'** **** ******* **** ********* ** ********* ******** *** * can ********** ****** ** *** ******** *** **** ********, **'* shocking.

** ***** **** ******* *** ***** ***** ** *** ******, he's ** * ********* ***** ** **, ********* **** ****, speaks ******* ** * ****** ******** *** ** ***** ** to **** ***** ***** ** **** ** ** *****'* **** the ******...

* ********* *** ** ****** *** **** ******* ****, **** use ********* ***** ******* *** ***** ******* ** ********. *** clients **** *** *** ***** ********* ** ***** *** ***, it ***** ****** ** ******** **** ********* **** *********.

***** *** ********** * **** ** **** ***** ******* *.* (they *** ** *.* ***) ** ** **** **** ******* with ***** **** ***** * *** **** ******. **** * is ********** *******. *** ** **** ********* *** *********** ***** NVR ** **.* *** ** ***'* **** **** ******* *******!

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

** ** ******** ****** ** ***** ************* **** ****** ** do **** ******** ** ** **********?

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

** ** ******** ****** ** ***** ************* **** ****** ** do **** ******** ** ** **********?

*** **** **** ** **** ***** ******* ******, ** ****, ******* ***. **** **** ****** **** ********? :)

*** ********* **** ******, ** **** * **** *** ***** of ** ** *** ********** *****, ***** *** ********* ** read *** ****** ** ****. *******, ****, **** ******* *** Lenel, *** ****** *** ******** **** ******** ** ****** ** IPVM, ** *** ******* *********.

** *** ************* ***** ** **** ******, ** *** **** changes ** **** *******, ****** *** ** **** ** ****@****.***

** ** ***** *'** ***** ***** **** *** ** *** chinese ************* *** **** ******** ***** * **** ***** ******** service ** ***/************. ******* ***** ** ***** **** "****, **'** do ********** *** ****" **** ****** **** "****'* *** **** we ****, *** ************* **" **** ** ******** ** *** US. *'** ***** **** **** ****'** ****** **** *****, **** of **** ** "**** *** *** **** *****, ** ****** everything".

****: ** ***** * **** **** ******?

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

*** ****** ** # * ****

* ****** **** *** **** ******* ** *** ****!!

* *** **** ** **** **** ***** ********* *** ** hour! **** * *** *** **** ****** ***** ****** ** question. ***** * ***** * ******** * **** **** *** the ******* *** ********. *** **** ******* ****** ** *** office **** ******** ***** *** *** ** ******!

************** ******* ** *** ****! ***** *** **** **** *** they **** ***** ***** *****. **** ****** **** *** **** to ****** ** ********* *** ***'* **** ** *** *** phone. ***** ********* ***** ******* *** ** ** ********.

*** ************ ****** ** ************ ********* ************ **** *******. **** them **** *** ******** **** * **** ***** ** *** immediately ****** **** * *** *, ***** **** ****, ***** to ** ******* *** ***** *** ** ** **** * or ** **** ** **** ** * **** ****. **** need ** ******* **** ** *** **** * **** * tech ******* ** * **** *** *** *** **** ********** they *** ******** **** *** ******* *****! ********* **** ***** are *******!

**** ** *******, ** ****'* **** **** ***** *** (*-*) that ***** *** *** **** ** **** ******* ***. ***** we ****'* *** **** **** *** ***** ** ********* ******** the ***** **** * ****** ** **** **** *********.

* ****** * ******* ********* *** ********** ** ***** ** Tyco * *** ***** **** ** *** **** ** "**** will ** ******* ******* **** **** **** ****"..***** ** ** the ****.

********* ******* ** **** ******** ** ********* ******* **** ******** from *** **** ************* *** **** **** ****** ** **** want ** ******** * ******** ** *** *** ** *** food *****.

***** *** * **** ** **** ******** **** * ****** at ********* ** **** ******* *** * *** **** ** a ********* ********** **** ************ ****** ** ** ****** **** we **** ******.

* *** *** ******* ******* ********** *** *** ****** *********** Software ***** *** **** ******** ** * ******** ** * security ******* ** **** **** (****-****) ****** ******* *** ******* of.

** *********** **** ** ******* ** ** **** ** ****** had * ******* ****** ****** *********. ** * **** *** a **** **** **** ***** *** ******* **** ***** ****** transfer *** **** ** ** ** * *** ********* *** if *** * ***** **** *** ******** **** ***** ***** the **** * *** ** (********* **** **** ** ******* later).

** **** *** * *********** ** *** **** **** ****** that ****** ** ** ** **** ******* *** ** **** at ***** *** **** ** *** ***** (************ **** ********* products) ** ** ******** ** *****.

**** ***** **** *** ***** **** ***** ****** *** ** answer * ***** * ****** * **** ***** **** ** it ***** **** ** ** ****** **** ** *****. **** you **** **** **** ** *** *** ******** **** **** got ******* ** **** ** *** **** *** ******* ** well ** **** ******.

** ***** **** * *** **** ******* **** **** ** track ******** ** ******* ***** ****** ** *** **** ******** up ** ***** ** **** ***** ** *** ******* ****** experts **** **** **** ******** ** **. ** ***** **** those ******** *** ********* ** **** ** ***** *** ******* back ** * ********** ***** *** ******* **** ******** ** production ** ******* *** ******* ** ********* ** *** ****** to *******.

** ** **** ******* ******* ** *****'* ***** ******* ****** technical ********* *** ** ***** ** *** ********* **** ******* the ******** ** *** ** ******* ** *** *********.

**** ******* ** ********* ********* ** **** ******* **** *** hell *** **** ***** ** ****** *** ******* ********** ** it ** ***** ***** **** * ******** ******* ******* ** this *******? ** ** *** ******** ***** ****** *** ******!

******** **** ** **** ********** ******* ** ***** ********* **** they ******** **** ** ****** *** ****** ** *** *** being **** ** ******* *** ********.

**** ** ******* * ******* ** **** ******** **** ***** systems **** *** ***** *** ****** ** *** ******** *** Access ******* *** **** **** **** ** ** **** ** they **** ******* **** ** ********* **** *********** ** **** vertical. ******** * ** ******** **** ** ** ***** **** like *** ******* *** ****** **** ******* ******* *** **** cards **** **** * ***** ********** **** (*** *** **** being *** ** ******* *** *** **).

***** ***** ******* *** ** ***** ******* *** **** ********* and **** ** *** **** ** ** ******** **** **** (still **** *****), *** ** **** **** *** ******* *** there **** *** *** **** ****** *** **** *** ******* some ******** ** *** ****** *** * ***** *********** **** eventually **** **** **** *** **** *** **** ***** **** us ** **** ****** **** **** ******* ************ ************* ** they **** ***** ************ **** ****** **** * **** *** the **** ***** ***** **** ** ******* **** *********.

* *** **** ** **** *** **** *** **** **** trained ***** *** ****** ** *** ******* *** **** ******* serial ******* ** *** ******* **** ********* **.

***** **** ***** **** ******* ***** ******* ******** *** *** the **** *******. **** *** ******** **** ********** ** *** bought * **** ******, **** ***** **** ** *** ****** were *****. **** **** ***** *******, ** *** * *** techs.

***** *** **** * ****** **** ***** “*****” *** ****** by ******* **** ***** ** ******* **** ******** *** **** breaks.

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

* *** ** *** ***** **** ***** **** ******* *** almost **** ***** **** **** **** ** ********* *******. ***** they *** **** *** ****.

****** ***** **** ****. ** *** ****. **** ***** ******* I **** ***** ********. **** ***'* **** ** **** *********.

******: *** / ***** *** ******** ******** ** ************ **** are ******. ** *** ******* **** **** ** ******* ******* and **** **** ** ** **** ** ***** *** *********.

****, ** *** *********. ** **** ***** **** ******-** ********* about ***** ******** *** **** **** ****** ** **** ** soon ** ** ***.

** ***** ** ****** ******* *** ******* *******, ***** ******** was **** *** *** ** ** **** *** ** ******* on ***** **** ** ** ** * ***+ ****** *******. We ********* ** ***** ************ *** ***** ***** ******** *** there *** ** ******** ****. ** *** ******** ***** **** team *** ** ***** **** **** ***** ****** *** ** always **** * ******* ******* ** ***** **** **** **** not ** ****.

#*, ***** ****** *** *** **** **********? *** *** ***** using ***** ** *** *** ****** ******* ** ****?

* ** ****** ***** **** *** *********** *************** ****** ***** more **** ******* **** ***'* **** **** *** **** ******* in ******* *** ** **** **** ****/****** ****;

** **** *** ****** **** **** ******* ****** ** ******* for ******* ** * ******** ***** *** *********** *** **** the **** ******* **** **** *******(** **** *** ******* **** huge# ** ********* ********) , ** **** *** **** * issue * ****** **** **** *** *********** ***** ** ***** 5 **** **** **** **** **** ***** **** ** ** the **** ******* ** ******* ******** ** ** *** ** all *** ***** ** ******* **** **** ****** *** *** problem, ********* *** *** **** **** ** **** ** ** a *********** ** *** ******...

***** *** **** ****** **** *** * **** **** **** they *** ******* ** **. **** **** ***** **** **** 1 **** **** **** ******** *** ** * ********* **** like **** ** * ****. * ******* * **-** ****** hold **** *** **** * *** **** * ******** ** them ****'** **** ** **'* ****** *** **** **** ** day. **** ** ****** ** **** ***** ** ******** ** are ******* ** *** * ***** **'* **** * *** VMS.

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