Worst Manufacturer Technical Support 2020

By IPVM Team, Published Oct 15, 2020, 09:43am EDT

4 manufacturers stood out as providing the worst technical support to ~200 integrators in new IPVM results. These integrators answered:

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

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In this note, we examine the problems for these 4 manufacturers - 3 American companies and 1 from China - including detailed integrator commentary on the problems faced. Plus, we compare to 2018's Worst Manufacturer Technical Support results.

*******

***** *** ********* **** moderately ***** **** ** 2018 *******, **** ***** receiving *** **** ******** votes ** *** **, and ********* *** **** outside *** **.

***** ******** ***** ***** votes **** ** **** but ******* ******** ********* and ******* ** * second **** **** ********.

******** ******** ***** ******** votes **** *****, *** did *** ******* *** favorite *********, *** **** not ***** **** ***** support ***** *********** ************** responded ** * ******** issue.

*****

***** *** ********* *** struggle **** *********** ** 2020, ****** **** ******* times *** ****** ********* unresolved:

  • "*****. **** ******** *******, poor ***** ** ***********, poor ******* ******* ** the *** ** *** issue."
  • "*****. ******* ******* ** it's **** ** **** support ****** **** **** a **** ***** ** all ******* ** ********** the ****** *********."
  • "*****. ***** **** ** takes ** *** ** god ** *** ******* to ******* *** ******* other **** *****."
  • "*****, **** **** ***** lots ** **** ** hold **** ** *** get * ********** ** underlying *****."
  • "* ***** *** *****. Since *** ** ***** we **** **** * sharp ******* ** *** service ** *** **** them."
  • "***** *** ******** ** with *** ***** ********* support. ** *** **** a **** ****** ** is **** ******* ***** to *** **** **** installing * *** ******* even ****** **** ***’* provide *** **** *********** for ********** *** ********. Their ******* *** ******* by ********* *** *********."
  • "*****, * ****** *** a ******** *** ***** got * *****, ******** to ** ********"
  • "*****. **** ****** ******* on ****** **** ******* them. * **** * knew ***."
  • "*****, ****'* *** *** they ***, **** **** support"
  • "*****, *** **** *** much ********"

*******, **************** ***** *** ***** access ******* ************ ** 2020, ********* ******* ** support ******.

*********

********* *** *** **** negative ********* ** *** manufacturer *** ********** *** favorite ***** ** ****** the *********.

*******, *** ******** ****** for ********* *** ****** by *********** ******* ** the **.

**** ******** *** **** of ******* ********* **** common ****** **** ***********:

  • "********* ** ***. ** don't *** ** * lot, ****** *** ******* project **** **** *** solutions. **** ** *** time *********** *** ********* and ******* ** **** than *************."
  • "********* - **** ** technical *** ******* ********* with *** ******* **** which ****** ***** ******** and *****'* **** **** solutions **** *** ********."
  • *********. **** ***** *****'*, hard ** ***** ** actual ****** ** * timely ***** **** ** have * **** ** site."
  • "********* - **** ****** client ******** **** ****** system ********* **** ***** device ** **** ********* it **"
  • "*********. ** ****** *******, only ****** ***********."
  • "*********. **** ***** *** answers, *** **** ******* not *********** ******."
  • "*********. **** **** ******** time ** **** ****** focus ** ******* *****."
  • "********* *** **-******** ******* doesn’t **** ** ***. Very **** ** *** support."
  • "********* ******* ***** ******* is ****** ***-********."
  • "*********, **** ** *******, careless **** ***** *******."
  • "*********, ****, *** *******, misleading ***********"
  • "*********, **** ** *** care"

*****

***** ******** ********* *** Exacq **** **** ** 2020, *******, **** **** received ******* ******** ***** and ******** * *** negative:

  • "****** ***, *** ****** always **** **; *****. They *** ******** ****** who ****** ** *** any ******** **** ***** software. * **** **** big ******* ******* *****, and ***** ****** *** is ****** ********. ** will ** ****** **** $1 ** ******* ********, and ***** ******* **** eventually ** ******** **** something ****."
  • "*********** ********* ******* *** been *** *****. **** response **** *** ********* no **** *****. **** of ********* ** ******* and *********** **** ** will ** **** *** into ********* ******."
  • "***** **** **** **** to **** ** **** to ******* **** **** purchased ****** *********. **** dont **** ** **** to ******* ******** **** are * ****** ** years ***."
  • "*****. **** **** ** have ********* ******* ****** Johnson ******** ********* *** company."
  • "*****, ****** ** **** the ******* ********* **** calling ****"
  • "***** ******* *** ****** forever"

***** *** **** *****#* ***** ***/*** ************ in ****, ******* ** ******* and *********** ******.

********

*********** ***** ********#* ******** ******* ****** brand ** ****, *******, ***** ********* cited ******* *** *************.

******** **** *** ***** live ***** *******, ***** was * ****** *****:

  • "********. ***** ******* ***** is ****** ***********. ******** replacements **** ****** ** process. ***** ** * huge ***** ** *** properly ********* ***** ******** product **** ** **'* a * **** *******."
  • "***** ******* ******* ***** be ********. ** ******* available."
  • "** **** ******** *** tech *******. ** * guess ******** *** *** worst ***."
  • "******** (** ***** *******, overall ****** *****)"
  • "********, ** ********* *******"
  • "******** - ******* **** don't ***** **."
  • "********, **** ********* ** get **** ****"

**** ******** ********'* ****-**** business ***** ** ********* limited ***** *** *******, instead ******** ** **** and ******* ** ***** community *** ****** ****. At *** *****, ******** did ***** ******* ******* / ******* ***** *** later ************ **.

Best ********

*** ********* ****, *** best ************ *******, **** be ******** ****.

*** **** ** ***** posts ** ****** ** both *** '*****' *** 'best' ***** ** *** which *************, *******, *** the **** ** *****.

Comments (31)

**** ***, ** ****** off *** ******* **** for ******* ****!

******* *** ******** *** technicians *** *** **** support *********, ** **** no ********** ***** ***** telephone *******.

*** **** ********* * have ** **** ** end **** ***********. *** removal ** *** ****-*-*** page **** ***** ******* is * *********** *******. I **** **** ***** under "*******".

******** * **** ** certified ***'* *** *********** bidding ** *** ** the ***** ***** **** managing ** ****** ******* project. ***** *** ******* us ** ******* *** local/regional ***** **** ***** slows *** *******. **** took **** ******* ****** can *** ***** ****.

** ******* ****, ** not ****** ****** ************ support ** *****. * suggest ********* ******* **** logs. *** **** ************ how ** ****** **** data.

*** **** ***** **** resolved ** **** *? Tier *? ** *** have * ********** **** a *********** ****** ** calls ******** ** **** 1 ** ****** *** consistency **** ****** ******* issues, ******** *** ** in *****.

* **** **** *********'* support ** ***** ********** terrible.

***** *****-***** "*****" **** competency ** ***** **** to ***** **** ****** and ******* ******* *** their *** *******. ** you're ** *** ******** with ********* ******** *** probably ******* **** **** than **** **.

***** ******-***** ***** *** generally **** ************* *** not ****** **, ******* on *** *** **** to. *** ******* ** had * *** **** we ****** ** ******* newer ******** ** ******* it ********* *** ****** to ****** ****** ****** PTZ ******** (********* *** recording ***** ******** ******** someone/something **** *** ******). The ***** ** ************ but ********** ******. *********'* product **** *** ** says ** ******** ** the ****** *******.

*** ***** **** ******** this ****** ******* **** YY ******** ** *** latest *******, *** *** firmware ****** ** ****** to *** * ******* series ** ***** **** which ******** *** ************ version. * ***** ***** second ***** **** ** it ***** **** ** the *** *** **** us *** ************* ** were ******* ***, *** we **** **** ** because *** ******* ********* a ******** *******. **** I ******* *** **** the ***** ******** *** generic *** * ****** of *******, * *** a *********** ********. ** installed *** ***** ******** anyways *** ** *** behold, ** ****** **** and **** ** *** option *** ****** ********* during *** ********.

*********'* **** ******** ** producing **** ******** ** comparatively *** ******. ********** else, ***** ********, ********, support, *** **** ***** are ********. * **** queried *** ******** ******* about * *** ******* announced ** *** *** website *** *** ******** was "***'* **** *** me ***** **, *** probably **** **** **** I **. **** ***'* tell ** ********."

* ***** ***** ****** level **** ** ** would **** ** *** PTZ *** **** ** the ************* ** **** looking ***, *** ** were **** ** ******* the ******* ********* * specific *******. **** * pointed *** **** *** newer ******** *** ******* for * ****** ** cameras, * *** * dumbfounded ********

** ****** *** ********* rep ****, **** ** the ******* ** **********. Hikvision *** ** **** products, **** ** **** features, *** ******* ******** versions **** ** ** hard *** ******* ** know *** *** ******* combinations.

** **** ****, ** worked. ** ***** **** bricked *** ****** *** it ***** ** **** for *** ******* ****** to **** *** **** going **.

**** *** *********** *** response * ***, "*** could ***** ** ** I ******'* ** ****." However, *** ******** *** titled ********* ** *** effect ** "**-*******" *** most *** ******** *'** used ** *** ***** around *** **** ****, just ********* ******* *** various ******. ******* ********* says *** ******** ****** work **** *** *" DF-series ***, *** ** did.

*** ******* **** *** is *** ** **** the ******** **** ****, but **** *** **** of * ******** ** the ***** ** **** find ***. **** **** didn't **** **** **** motion ****** ****** *** movement *** * ****** option ** ***** ******** and ** **** *** adamant **** ** ****'* even *****! * ****** better **** ****** ***** support, **** **** "* don't ***** **** ***** work *** *** ** check **** **** ********** and *** **** ** you."

* ***'* **** **** sort ** ******** *** puts ***** ****** ******* but **'* ***** ***** that **'* **** *******. As *** ******* ******* manufacturer ** *** ***** they ****** ** ****** their ***** ****** ** EVERY ******* ** ****** past *** *******, ****** in *** ******* **** work ** ****** ****** at ******* ********. *** don't **** **** ***** product (*.*. **** ****** camera **** ********* ***********) just *** ******* **** a ******. *** *** you ***** ******** ***** a ******* ** *** don't **** *** *********** to *** **, **** with **, ***** **, fix **, ** **** see *** *** **** thing *****? **'* *** like ********* ***'* ****** it.

** ****** "** ****** Hikvision ****", * **** to ****** ** **. Thanks ****

* *** **** *** "you ******* **" ********, waited *** **** ******* for *****, ******* ******** a ******** **** * perfectly ******* **** ****** only ** **** *** tech ******* **** ** the ***** *** *** "you ******* **". ****'* a ***** ******* ********** with *** ******** ******** there.

**'* **** * **** time ***** * ******* a ********* *******. *** last **** *** ****** 2014. * ***** ***** support ** ** ***** good **** ** *** product *** *** *** right ******* *** ** previous ********. **** *** changed? ** ** ****** pressure **** ** ******** them **** ** ** it **** **** * did *** **** * decent ********?

** ******, *** * don't **** *** ****, is **** **** **** were (**********) ******* *** hiring **** ** *********, support *** ******. *, for ****, ******** ******* lots ** ***** *********** / ********* **** ******* back ****.

* **** ***** **** lack ** ** * core **********. ******* *** customer *** ***** **** a ******* ******** *****; they **** **** **** money.

******* *** ******** *** never **** * ******* business *****

* ********. ********* *** spent ******* '*******' ********* with **** ******* *** wining *** ****** ****. They *** *** *** to ***** **** **** in *** ** ****** just ** ***** ******.

* **** * ******* more ** *** ******* is ****** ** *****-***** people ******* ** **-***** people, ** ********* *** has ****** *** ***** force.

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**** *** ******* (** servers)!!! ****, *** *** throwing * ********** ** Hikevision? **** * ****** humor *** **** ******!

*** ** ** * "Best ********* ******* *******" as ****? :-)

** *** ** ** use * ****** *********** who ***** ***** *** HIK ******* - ***** portfolio ** **% *** so **** *** *********** on *** * ************ & ***** ******* ***** are ********** **** ************* than *** ******.

**** ** *** *** yes, **** *** ********** more ************* **** ********* tech *******. *'** ******* a *** **** **** watching ***** ******* ******.

*** - *** ******* correctly. ****'* **** ** name ****, *** ***** someone **** **** *********** their *******. ** *** the ****** ** ********** elsewhere *** ***** *% saving *** * ******* the ******** ** ***** with **** ***** ** their ******* & **** them ***** **** ***** level ** ******* *** the ******** ******.

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

*** ** ******* *** own **-***** **** ******* about * **** ***

** ********* **** * full **** ****

**** **** ***** *** day *** ******* ******* on *** ******* ********* from **

**** *** *** **** perfect

** ******* **** ******** due ** **** ** the ********** ********* ** your *******

*****, *******. *** ** the ********** ************ ***** distributors ******** **** ** their *** **-***** **** support *** *** **** of **, *.*., ** the *********** **** **** cost, **** **** ** charge **** *** **** they **** ********* ****** from ****** ************ **** don't **** **** ********.

**** *** ***** **** to ** * ******* or?

** ** * ***** concern

** **** ******** ***** a ***

** **** ** ********* with ****** ********** ** offer **** *******

** *** **** **** we *** ******* *** prices ***********

*** * **** *** that ** *** ******* on **********

***, * *** ********* to *** ***** ** the ****. * ***** were ***** ** ** seem ** *** ***** and **** ******* **** them **** ******.

* *** ****** ** see ******* ******** ** there ******. *** **** support ** **** ** be **** ** *** from **** ** *** local ******* ***. **** have ******** ******* *** since *** ***** ** COVID-19 *** **** *** recovered.

*******, * *****. *'** always ****** ***** ******* from ***** ** ***** level. **** *****, ** is ***** ****** *** Manufacturers ** ******* *********** that **** **** ******* on *** ********** ******* and ******* ***** ********. Without **** **** ********* and **********, ** ** often ********* ** *** impossible ** ******* *******. This ** ** ****** why **** ************* **** restricted ************.

** ** ********, * am *** ******** (******** IT) *** * **** a *** **** ***** Exacq *** *** ***** software ******** ** ** integrators. ** *********** *** more ************* ***** ****** placement, ******, ***********, ***... but **** ****** ***'* know ******** ***** *** software ****. ****, **** could *** ** ***** of *** ***** ****** and **** ***** ******* and ******* **** **** are *** ********** *** not *** ******** *** they *** **** ****** response/reaction **** ***** *******, but *'** ****** ** on *** **** **** (if * ** ******) or **** ** ********** because *'** ** *** 'tech' ****'* ******* *******.

*** **** **** *** been ***** *****? * have **** ***** **** prior ** *** ****** of **** *** ******* Control *** **** ***** on ***** *** ***** support, *** **** *** times * *** ** call **** *** ** my ****, ** *** hardware **** *** ** be ******** ******* ** a **** *****. *** system *** ***** ******** and **** ******** ** after **** ******** *** damaged ******.

********, ***** ******* *** taken * **** ******, I ***** **** ********** that *** **** ****** in *** ****, *****. Their ****** *** ** garbage *** * *** very ************ **** **** released ** ****** **** didn't ***** ****** ******* to ******* *** *** app. ***, ** ** always * **** **** to **** *** ******* up ** **** **** software ** ******* ********, but **** *** ******* multiple ******, ******** ***** and ******** ******* (*** it ***'* **** *****) you ***'* **** ********** up ** ****. ** the ***, ***** **** up ****** ******* ***** customers **** ** ** other *********. * ** working **** * ******* that *** ***** ** Exacq ******* ********** ***** company/sites *** **** *** very ***** ** ******* Exacq. * ****** ** like *****, *** **** you **** ******* *** basic ************* (****** ***) and ****'* *** *****, customers ***'* **** ****, especially **** **** *** other ******** ********* ** these ****** ****.

* ****** **** ******* from ***** ***** **** thread, *** * **** know **** *** **** a ****** ******* ** involved (******* ********) **** may *** **** *** that ****.

**'** **** ********** ***** for **** ** ***** now *** *** ****** were **** ******** **** Exacq *** **** *****. There **** ******* ***** we *** **** **** were ***** ****** ***, but * ******* **** turned ** ****** * or * ****** *****. The ****** *** **** leave * *** ** be ******* ******** ** many ***** ************* ** well.

** ** ********* ***** what ***** ** * comparable *******?

* **** ** ******* of *** *********** **** Kantech *** ***. ** is **** ***** *** works *********!

* **** *** *** a ****** ***** ****** to ******* **. ***** is *** **** ****** deployed ***. **** ********** it *** ****** *** minuses...... *** ** **** the **** ******** *** the ****. *** ** I *** ** ****, it ***** ** ***** the ***** ** ***** edge *** ******.

* ** ********* ** Video **** *** ****** as **** *** ** like ** *** ** is **** ******* *** more ********* *** *** simpler ********. * **** find ** **** ********* for ****** ********* *** clients ** *** ****** side.

**** **** ***** *** their ******* ******* *** with *****. ** ** a **** ******* *** smaller ******* (***** ** cameras). ****** ** **** better **** ********** *******, multi ****** ***** (********* management) *** *********.

*****: * ***** ** interested ** ***** *** responsive **** *** *** warranty (*** ***-**-********) *******?

**** ***** **?

*** ****** ***** **** all ***** ********* ** being **********? **** * coin? **** *** * mail ** ****** *****?

**** ***** **? *,*....*...

** *** **** ******* in **** ***** ** give *** * **** to **** ***** **** review ** *** ** bad *** *** ** good?

****** ** ***** * warranty **** ******* ** you **** ** ***** at ***?

***** *** **** **** direct *********. **********, * would **** ** **** what *********** *** ************ in ***** ** **** time *** **** **, and *** ** ******** repairs -- *** ** they *** ****** ********** as * ****** ** their ***** ******** ** Carrier. *** - * time ******* ***** ** excellent -- *** ***** these *********** ****, * would ********** ** **** to *** ****! *** the ****

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