Worst Manufacturer Technical Support 2020

By IPVM Team, Published Oct 15, 2020, 09:43am EDT (Info+)

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.

*******

***** *** ********* **** ********** ***** than ** **** *******, **** ***** receiving *** **** ******** ***** ** the **, *** ********* *** **** outside *** **.

***** ******** ***** ***** ***** **** in **** *** ******* ******** ********* and ******* ** * ****** **** with ********.

******** ******** ***** ******** ***** **** Exacq, *** *** *** ******* *** favorite *********, *** **** *** ***** live ***** ******* ***** *********** ************** responded ** * ******** *****.

*****

***** *** ********* *** ******** **** integrators ** ****, ****** **** ******* times *** ****** ********* **********:

  • "*****. **** ******** *******, **** ***** of ***********, **** ******* ******* ** the *** ** *** *****."
  • "*****. ******* ******* ** **'* **** to **** ******* ****** **** **** a **** ***** ** *** ******* or ********** *** ****** *********."
  • "*****. ***** **** ** ***** ** act ** *** ** *** ******* to ******* *** ******* ***** **** sales."
  • "*****, **** **** ***** **** ** time ** **** **** ** *** get * ********** ** ********** *****."
  • "* ***** *** *****. ***** *** S2 ***** ** **** **** * sharp ******* ** *** ******* ** get **** ****."
  • "***** *** ******** ** **** *** worst ********* *******. ** *** **** a **** ****** ** ** **** pulling ***** ** *** **** **** installing * *** ******* **** ****** they ***’* ******* *** **** *********** for ********** *** ********. ***** ******* are ******* ** ********* *** *********."
  • "*****, * ****** *** * ******** and ***** *** * *****, ******** to ** ********"
  • "*****. **** ****** ******* ** ****** than ******* ****. * **** * knew ***."
  • "*****, ****'* *** *** **** ***, just **** *******"
  • "*****, *** **** *** **** ********"

*******, **************** ***** *** ***** ****** ******* manufacturer ** ****, ********* ******* ** ******* ******.

*********

********* *** *** **** ******** ********* of *** ************ *** ********** *** favorite ***** ** ****** *** *********.

*******, *** ******** ****** *** ********* was ****** ** *********** ******* ** the **.

**** ******** *** **** ** ******* knowledge **** ****** ****** **** ***********:

  • "********* ** ***. ** ***'* *** it * ***, ****** *** ******* project **** **** *** *********. **** of *** **** *********** *** ********* and ******* ** **** **** *************."
  • "********* - **** ** ********* *** product ********* **** *** ******* **** which ****** ***** ******** *** *****'* know **** ********* **** *** ********."
  • *********. **** ***** *****'*, **** ** reach ** ****** ****** ** * timely ***** **** ** **** * tech ** ****."
  • "********* - **** ****** ****** ******** that ****** ****** ********* **** ***** device ** **** ********* ** **"
  • "*********. ** ****** *******, **** ****** distributor."
  • "*********. **** ***** *** *******, *** tech ******* *** *********** ******."
  • "*********. **** **** ******** **** ** they ****** ***** ** ******* *****."
  • "********* *** **-******** ******* *****’* **** at ***. **** **** ** *** support."
  • "********* ******* ***** ******* ** ****** non-existent."
  • "*********, **** ** *******, ******** **** their *******."
  • "*********, ****, *** *******, ********** ***********"
  • "*********, **** ** *** ****"

*****

***** ******** ********* *** ***** **** down ** ****, *******, **** **** received ******* ******** ***** *** ******** a *** ********:

  • "****** ***, *** ****** ****** **** be; *****. **** *** ******** ****** who ****** ** *** *** ******** with ***** ********. * **** **** big ******* ******* *****, *** ***** mobile *** ** ****** ********. ** will ** ****** **** $* ** support ********, *** ***** ******* **** eventually ** ******** **** ********* ****."
  • "*********** ********* ******* *** **** *** worst. **** ******** **** *** ********* no **** *****. **** ** ********* of ******* *** *********** **** ** will ** **** *** **** ********* issues."
  • "***** **** **** **** ** **** to **** ** ******* **** **** purchased ****** *********. **** **** **** to **** ** ******* ******** **** are * ****** ** ***** ***."
  • "*****. **** **** ** **** ********* service ****** ******* ******** ********* *** company."
  • "*****, ****** ** **** *** ******* ourselves **** ******* ****"
  • "***** ******* *** ****** *******"

***** *** **** *****#* ***** ***/*** ************ ** ****, ******* ** ******* *** *********** issues.

********

*********** ***** ********#* ******** ******* ****** ***** ** 2020, *******, ***** ********* ***** ******* and *************.

******** **** *** ***** **** ***** support, ***** *** * ****** *****:

  • "********. ***** ******* ***** ** ****** nonexistent. ******** ************ **** ****** ** process. ***** ** * **** ***** to *** ******** ********* ***** ******** product **** ** **'* * * cost *******."
  • "***** ******* ******* ***** ** ********. No ******* *********."
  • "** **** ******** *** **** *******. So * ***** ******** *** *** worst ***."
  • "******** (** ***** *******, ******* ****** sucks)"
  • "********, ** ********* *******"
  • "******** - ******* **** ***'* ***** it."
  • "********, **** ********* ** *** **** help"

**** ******** ********'* ****-**** ******** ***** of ********* ******* ***** *** *******, instead ******** ** **** *** ******* on ***** ********* *** ****** ****. At *** *****, ******** *** ***** premium ******* / ******* ***** *** later ************ **.

Best ********

*** ********* ****, *** **** ************ support, **** ** ******** ****.

*** **** ** ***** ***** ** factor ** **** *** '*****' *** 'best' ***** ** *** ***** *************, overall, *** *** **** ** *****.

Comments (32)

**** ***, ** ****** *** *** naughty **** *** ******* ****!

Agree
Disagree
Informative
Unhelpful
Funny: 15

******* *** ******** *** *********** *** end **** ******* *********, ** **** no ********** ***** ***** ********* *******.

*** **** ********* * **** ** from ** *** **** ***********. *** removal ** *** ****-*-*** **** **** their ******* ** * *********** *******. I **** **** ***** ***** "*******".

******** * **** ** ********* ***'* for *********** ******* ** *** ** the ***** ***** **** ******** ** access ******* *******. ***** *** ******* us ** ******* *** *****/******** ***** reps ***** ***** *** *******. **** took **** ******* ****** *** *** takes ****.

Agree: 3
Disagree: 1
Informative: 2
Unhelpful
Funny

******* *** ******** *** *********** *** end **** ******* *********, ** **** no ********** ***** ***** ********* *******.

*'* ***** ****** ******** *** ***** changes *** ******** ***** * *** for ******** ** ********* *******.

**** ***** ************* ********* *****, **** as **********, **** ******** ** ****** embedded *****. *'* ***** **** **** is * ********* **** ********* *** to *** ********* ** ********** ***** through *** *.* *** ***** *.* versions - *** ***'* ****** **** many ***** ****** ******* *********.

*********, ********* ********* ***'* ******* *** end-user **** ******** **** ******* *** their ******* ****** ******** ********, *** licensing ********.

Agree
Disagree
Informative
Unhelpful
Funny

** ******* ****, ** *** ****** assume ************ ******* ** *****. * suggest ********* ******* **** ****. *** your ************ *** ** ****** **** data.

*** **** ***** **** ******** ** Tier *? **** *? ** *** have * ********** **** * *********** amount ** ***** ******** ** **** 1 ** ****** *** *********** **** repeat ******* ******, ******** *** ** in *****.

Agree: 3
Disagree
Informative
Unhelpful
Funny

* **** **** *********'* ******* ** being ********** ********.

***** *****-***** "*****" **** ********** ** being **** ** ***** **** ****** and ******* ******* *** ***** *** website. ** ***'** ** *** ******** with ********* ******** *** ******** ******* know **** **** **** **.

***** ******-***** ***** *** ********* **** knowledgeable *** *** ****** **, ******* on *** *** **** **. *** example ** *** * *** **** we ****** ** ******* ***** ******** on ******* ** ********* *** ****** to ****** ****** ****** *** ******** (important *** ********* ***** ******** ******** someone/something **** *** ******). *** ***** is ************ *** ********** ******. *********'* product **** *** ** **** ** firmware ** *** ****** *******.

*** ***** **** ******** **** ****** however **** ** ******** ** *** latest *******, *** *** ******** ****** is ****** ** *** * ******* series ** ***** **** ***** ******** the ************ *******. * ***** ***** second ***** **** ** ** ***** work ** *** *** *** **** us *** ************* ** **** ******* for, *** ** **** **** ** because *** ******* ********* * ******** version. **** * ******* *** **** the ***** ******** *** ******* *** a ****** ** *******, * *** a *********** ********. ** ********* *** newer ******** ******* *** ** *** behold, ** ****** **** *** **** us *** ****** *** ****** ********* during *** ********.

*********'* **** ******** ** ********* **** hardware ** ************* *** ******. ********** else, ***** ********, ********, *******, *** even ***** *** ********. * **** queried *** ******** ******* ***** * new ******* ********* ** *** *** website *** *** ******** *** "***'* even *** ** ***** **, *** probably **** **** **** * **. They ***'* **** ** ********."

Agree: 1
Disagree
Informative: 4
Unhelpful
Funny

* ***** ***** ****** ***** **** if ** ***** **** ** *** PTZ *** **** ** *** ************* we **** ******* ***, *** ** were **** ** ******* *** ******* indicated * ******** *******. **** * pointed *** **** *** ***** ******** was ******* *** * ****** ** cameras, * *** * *********** ********

** ****** *** ********* *** ****, part ** *** ******* ** **********. Hikvision *** ** **** ********, **** so **** ********, *** ******* ******** versions **** ** ** **** *** support ** **** *** *** ******* combinations.

** **** ****, ** ******. ** could **** ******* *** ****** *** it ***** ** **** *** *** support ****** ** **** *** **** going **.

Agree
Disagree
Informative: 1
Unhelpful
Funny

**** *** *********** *** ******** * got, "*** ***** ***** ** ** I ******'* ** ****." *******, *** firmware *** ****** ********* ** *** effect ** "**-*******" *** **** *** firmware *'** **** ** *** ***** around *** **** ****, **** ********* options *** ******* ******. ******* ********* says *** ******** ****** **** **** any *" **-****** ***, *** ** did.

*** ******* **** *** ** *** so **** *** ******** **** ****, but **** *** **** ** * solution ** *** ***** ** **** find ***. **** **** ****'* **** know **** ****** ****** ****** *** movement *** * ****** ****** ** newer ******** *** ** **** *** adamant **** ** ****'* **** *****! I ****** ****** **** ****** ***** support, **** **** "* ***'* ***** that ***** **** *** *** ** check **** **** ********** *** *** back ** ***."

* ***'* **** **** **** ** training *** **** ***** ****** ******* but **'* ***** ***** **** **'* very *******. ** *** ******* ******* manufacturer ** *** ***** **** ****** be ****** ***** ***** ****** ** EVERY ******* ** ****** **** *** present, ****** ** *** ******* **** work ** ****** ****** ** ******* location. *** ***'* **** **** ***** product (*.*. **** ****** ****** **** different ***********) **** *** ******* **** a ******. *** *** *** ***** anything ***** * ******* ** *** don't **** *** *********** ** *** it, **** **** **, ***** **, fix **, ** **** *** *** the **** ***** *****? **'* *** like ********* ***'* ****** **.

Agree: 3
Disagree
Informative: 1
Unhelpful
Funny

** ****** "** ****** ********* ****", a **** ** ****** ** **. Thanks ****

* *** **** *** "*** ******* it" ********, ****** *** **** ******* for *****, ******* ******** * ******** with * ********* ******* **** ****** only ** **** *** **** ******* pick ** *** ***** *** *** "you ******* **". ****'* * ***** feeling ********** **** *** ******** ******** there.

Agree
Disagree
Informative
Unhelpful
Funny: 1

**'* **** * **** **** ***** I ******* * ********* *******. *** last **** *** ****** ****. * found ***** ******* ** ** ***** good **** ** *** ******* *** not *** ***** ******* *** ** previous ********. **** *** *******? ** it ****** ******** **** ** ******** them **** ** ** ** **** that * *** *** **** * decent ********?

Agree
Disagree
Informative: 1
Unhelpful
Funny

** ******, *** * ***'* **** for ****, ** **** **** **** were (**********) ******* *** ****** **** of *********, ******* *** ******. *, for ****, ******** ******* **** ** happy *********** / ********* **** ******* back ****.

Agree
Disagree
Informative: 2
Unhelpful
Funny

* **** ***** **** **** ** as * **** **********. ******* *** customer *** ***** **** * ******* business *****; **** **** **** **** money.

Agree: 3
Disagree
Informative
Unhelpful
Funny

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

* ********. ********* *** ***** ******* 'helping' ********* **** **** ******* *** wining *** ****** ****. **** *** not *** ** ***** **** **** in *** ** ****** **** ** lower ******.

Agree: 2
Disagree
Informative
Unhelpful
Funny

* **** * ******* **** ** the ******* ** ****** ** *****-***** people ******* ** **-***** ******, ** Hikvision *** *** ****** *** ***** force.

IPVM Image

Agree
Disagree
Informative
Unhelpful
Funny

**** *** ******* (** *******)!!! ****, are *** ******** * ********** ** Hikevision? **** * ****** ***** *** your ******!

Agree
Disagree
Informative
Unhelpful
Funny: 3

*** ** ** * "**** ********* Support *******" ** ****? :-)

Agree: 3
Disagree
Informative
Unhelpful
Funny

** *** ** ** *** * strong *********** *** ***** ***** *** HIK ******* - ***** ********* ** 99% *** ** **** *** *********** on *** * ************ & ***** support ***** *** ********** **** ************* than *** ******.

Agree: 1
Disagree
Informative: 2
Unhelpful
Funny

**** ** *** *** ***, **** are ********** **** ************* **** ********* tech *******. *'** ******* * *** just **** ******** ***** ******* ******.

Agree
Disagree
Informative
Unhelpful
Funny

*** - *** ******* *********. ****'* want ** **** ****, *** ***** someone **** **** *********** ***** *******. We *** *** ****** ** ********** elsewhere *** ***** *% ****** *** I ******* *** ******** ** ***** with **** ***** ** ***** ******* & **** **** ***** **** ***** level ** ******* *** *** ******** factor.

Agree
Disagree
Informative: 1
Unhelpful
Funny

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

*** ** ******* *** *** **-***** tech ******* ***** * **** ***

** ********* **** * **** **** reps

**** **** ***** *** *** *** provide ******* ** *** ******* ********* from **

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

** ******* **** ******** *** ** some ** *** ********** ********* ** your *******

Agree
Disagree
Informative
Unhelpful
Funny

*****, *******. *** ** *** ********** historically ***** ************ ******** **** ** their *** **-***** **** ******* *** the **** ** **, *.*., ** the *********** **** **** ****, **** need ** ****** **** *** **** they **** ********* ****** **** ****** distributors **** ***'* **** **** ********.

**** *** ***** **** ** ** a ******* **?

Agree
Disagree
Informative
Unhelpful
Funny

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

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

** **** ** ********* **** ****** technology ** ***** **** *******

** *** **** **** ** *** keeping *** ****** ***********

*** * **** *** **** ** are ******* ** **********

Agree
Disagree
Informative
Unhelpful
Funny

***, * *** ********* ** *** Exacq ** *** ****. * ***** were ***** ** ** **** ** get ***** *** **** ******* **** them **** ******.

* *** ****** ** *** ******* Watchdog ** ***** ******. *** **** support ** **** ** ** **** to *** **** **** ** *** local ******* ***. **** **** ******** dropped *** ***** *** ***** ** COVID-19 *** **** *** *********.

Agree
Disagree: 2
Informative
Unhelpful
Funny

*******, * *****. *'** ****** ****** great ******* **** ***** ** ***** level. **** *****, ** ** ***** easier *** ************* ** ******* *********** that **** **** ******* ** *** frequently ******* *** ******* ***** ********. Without **** **** ********* *** **********, it ** ***** ********* ** *** impossible ** ******* *******. **** ** of ****** *** **** ************* **** restricted ************.

Agree
Disagree
Informative
Unhelpful
Funny

** ** ********, * ** *** customer (******** **) *** * **** a *** **** ***** ***** *** the ***** ******** ******** ** ** integrators. ** *********** *** **** ************* about ****** *********, ******, ***********, ***... but **** ****** ***'* **** ******** about *** ******** ****. ****, **** could *** ** ***** ** *** Exacq ****** *** **** ***** ******* and ******* **** **** *** *** integrator *** *** *** ******** *** they *** **** ****** ********/******** **** Exacq *******, *** *'** ****** ** on *** **** **** (** * am ******) ** **** ** ********** because *'** ** *** '****' ****'* helping *******.

Agree
Disagree
Informative: 1
Unhelpful
Funny

*** **** **** *** **** ***** Exacq? * **** **** ***** **** prior ** *** ****** ** **** and ******* ******* *** **** ***** on ***** *** ***** *******, *** very *** ***** * *** ** call **** *** ** ** ****, it *** ******** **** *** ** be ******** ******* ** * **** error. *** ****** *** ***** ******** and **** ******** ** ***** **** received *** ******* ******.

********, ***** ******* *** ***** * huge ******, * ***** **** ********** that *** **** ****** ** *** list, *****. ***** ****** *** ** garbage *** * *** **** ************ when **** ******** ** ****** **** didn't ***** ****** ******* ** ******* via *** ***. ***, ** ** always * **** **** ** **** the ******* ** ** **** **** software ** ******* ********, *** **** you ******* ******** ******, ******** ***** and ******** ******* (*** ** ***'* your *****) *** ***'* **** ********** up ** ****. ** *** ***, Exacq **** ** ****** ******* ***** customers **** ** ** ***** *********. I ** ******* **** * ******* that *** ***** ** ***** ******* throughout ***** *******/***** *** **** *** very ***** ** ******* *****. * really ** **** *****, *** **** you **** ******* *** ***** ************* (mobile ***) *** ****'* *** *****, customers ***'* **** ****, ********** **** they *** ***** ******** ********* ** these ****** ****.

* ****** **** ******* **** ***** reads **** ******, *** * **** know **** *** **** * ****** company ** ******** (******* ********) **** may *** **** *** **** ****.

Agree: 1
Disagree
Informative: 1
Unhelpful
Funny

**'** **** ********** ***** *** **** 12 ***** *** *** *** ****** were **** ******** **** ***** *** just *****. ***** **** ******* ***** we *** **** **** **** ***** bought ***, *** * ******* **** turned ** ****** * ** * months *****. *** ****** *** **** leave * *** ** ** ******* compared ** **** ***** ************* ** well.

Agree: 1
Disagree
Informative
Unhelpful
Funny

** ** ********* ***** **** ***** be * ********** *******?

* **** ** ******* ** *** integration **** ******* *** ***. ** is **** ***** *** ***** *********!

Agree
Disagree
Informative
Unhelpful
Funny

* **** *** *** * ****** solid ****** ** ******* **. ***** is *** **** ****** ******** ***. Like ********** ** *** ****** *** minuses...... *** ** **** *** **** outweigh *** *** ****. *** ** I *** ** ****, ** ***** be ***** *** ***** ** ***** edge *** ******.

Agree
Disagree: 1
Informative
Unhelpful
Funny: 1

* ** ********* ** ***** **** and ****** ** **** *** ** like ** *** ** ** **** complex *** **** ********* *** *** simpler ********. * **** **** ** more ********* *** ****** ********* *** clients ** *** ****** ****.

**** **** ***** *** ***** ******* figured *** **** *****. ** ** a **** ******* *** ******* ******* (Under ** *******). ****** ** **** better **** ********** *******, ***** ****** sites (********* **********) *** *********.

Agree
Disagree
Informative
Unhelpful
Funny

*****: * ***** ** ********** ** learn *** ********** **** *** *** warranty (*** ***-**-********) *******?

Agree
Disagree
Informative
Unhelpful
Funny: 1

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

*** ****** ***** **** *** ***** responses ** ***** **********? **** * coin? **** *** * **** ** rebate *****?

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

** *** **** ******* ** **** forum ** **** *** * **** to **** ***** **** ****** ** who ** *** *** *** ** good?

****** ** ***** * ******** **** machine ** *** **** ** ***** at ***?

Agree
Disagree
Informative
Unhelpful: 2
Funny

***** *** **** **** ****** *********. Truthfully, * ***** **** ** **** what *********** *** ************ ** ***** of **** **** *** **** **, and *** ** ******** ******* -- and ** **** *** ****** ********** as * ****** ** ***** ***** absorbed ** *******. *** - * time ******* ***** ** ********* -- but ***** ***** *********** ****, * would ********** ** **** ** *** past! *** *** ****

Agree: 1
Disagree
Informative
Unhelpful
Funny: 1
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