Executive *******
********* *** ***** **** the ********* *********** **** often ********* ***** ** problematic, **** **** ******* overall ******** *** *******. The ***** ******* ***** was **** *** ******** of ***** *********, **** as ****, *********, ***, etc. **** ****** *** for related ************* ** ******* product ******* ********.
*******, ** ***** ******* came ***** ** ********* and ***** ** ***** of ******* ******** *********, though **** *** ******* some ******** ******** ********, which ** **** ***** below.
#1 ********* - **** ** *********, ******* **** ** **********
****** ******* ** *********, resource ***********, *** **** of *** **** ******* reasons *********** **** *** their ******** ******** ** Hikvision:
- "********* **** *** **** - ** *** *********, slow, **** ** *** and ******** ********"
- "********* ******** ** ******** daily **** **** ** our ******* **** ** some ****** ***** **** run ***. ****, ***-**********, resetting ******, ***, ***, etc..."
- "*********. **** **** *** resource **********."
- "********* ******** ***/**** *** only **** *** *** aspect ** *** ********* recording *******."
- "********* **** **** **** is *** ***** *** on *** ******, ***** hours ** ***** * recording **** **** ***** glitchy ***** ** **** just ***** ********."
- "*********- ********* **, ********* to *** **, ******* is ********."
- "********* ** *** ***. Their *** ** ****** and ********* *** * non-technical ****** ****** ** navigate. **** *** ******* complaints *** ******* *****."
- "********* **** ****. *** to ***** *** ***********."
- "********* - **** **** client *** *** ****** at ***, ********, ****** in ****** ** *******, does *** **** **** with ******** ********. *** to **** *** ********* out ** * ******** due ** ******** *** the ****** ********. **** on *** *** ******** hog *** ***** *** consistently ***."
- "********* *** ***-*******. **** an ******** ***** ** garbage. *** ****** **** here ** ******* ** all, *** ********* ***** problem ******** *** ** fix."
- "***'* ***** ** * 'worst' **********. ********* **** 4200 ** *****. "
- "*********, ** ***** * 31st ** ****** ** an *** ****** *** spent * ***** *** our **** ** ******** all ** *** ***** and ******** **** *** system ******* ******* ** Halloween...Trick ** *****!"
- "********* *** ***** ******* solution *** **** ******** interface *** *** **** easy ** ***."
- "********* ***'* ****** ****** using *** ******* ** just **** *** *****'* go ******** ** ** opinion *** *** ***** debacle **** ******** *** domain ** *** ***** of **** **** *** just * *****, *'* glad * ****'* **** that **** ******* **** them, * **** ***** for ***** **** ***."
** *** ******** **** for *********, **** **** signal **** *********** *** using ** ** ***** trying *** *********'* *********. Clearly, *********'* ******* *** stronger **** ***** **** but ********* ***** **** at *** ***** ****** than ******* *** ********* incenting *********** ** ** least *** ***** *********.
#2 - ***** ***** ***** ***************
*********** *** *** ******** experiences **** ***** **** commonly ***** ****** ******* to *****/******* ** *** cause ** ***** ***********:
- "*****, *** ** *******. One ** *** ******** managers *** *** **** account *********** ******* ** the **** **** ****** to *** *******."
- "*****. ******* ** *** security ********, ** *** a *** ******* ***********."
- "***** ** ***. **** your *** *******, ***. hackfest ****."
- "*** **** ****** ** have *** **** ****** Dahua ******* *** ** firmware *******."
- "*****/********* **** ****** *** most ******* ***** *** to ****** ***** ******** issues."
- "*****. ******, **** **** of ******** ********. **** go ***.. ***** ********."
- "***** ****. *** ****..."
- "*****. ***** ******* *** problems **** *** ******* security."
**** *********, ***** **** received ******** ******** ** user ********* *** *********** issues:
- "*****. ********* ** *** cameras **** ************* *** it *** ********** ** get * **** **** layout. ******** ** **** a ***** ***** **** than * ****."
- "***** ***.... ******** *********"
- "*****. *** ** ****** a ****** *** *** upgrading * ***** ****** and ***** ******* **** messing **. ***** ******** is *** ** *** intuitive *** *** * lot ** ******* ****** and *** ********* **********."
Exacq ******** ********
***** ***** *** ******** **** integrators, ***** *** ************* **** ******** responses ** ****:
- "***** ******. **** ******* features. *******, **** ***** to ** ** ********** solution. **** **** ******* support *** ***** ***** products."
- "**********, * *** ** software ******, *** ****** features."
- "*****, *** **** ** hell. **** *** *** keeping ** **** ******* cameras ***** ******** ****** us *** ***** ** integrate ******* **."
- "*****. *** ***** ******* team *** ******** * flawed ******. **** *** higher *** ***** *** honor *** **** *** wanted ** *** **% to *** *****."
- "***********, ******* ********* ** ok. ****** *** ** garbage, *** *** **** not ****** ***** **** well. ********** ******* *** of ******* *** ** bandwidth ******, ***** ** sad ******* ** *** to ****** ******* ** bare ******* *** ***** software **** ******* *** load ** *******"
- "***********. ******** ** *** user-friendly *** ****."
- "***********,******* ********* ** **. Mobile *** ** *******, the *** **** *** handle ***** **** ****. Consistent ******* *** ** cameras *** ** ********* issues, ***** ** *** because ** *** ** adjust ******* ** **** minimum"
- "** *** ** ***** NVR **** ********** ** down *** ** **** us **** ***** ** convince **** ** ******* the *** **** ** the *** ***** *** issues *** **** * year."
- "***** ******, * ****(*) the *******, *** *** a ********* *** ***** warranty, *** *** * terrible ********** **** ******* replacement **** *** ****** time **** **** ******* on ****, ***** *** again. **** ******** * "refurbished ****" *** ** failed ******* ***** *******. No ****** * ***."
Genetec ******, ********* ******* *******
**** *** ********, ******* did ******* **** ********** about **** *******:
- "*******. *** *** **** hold ********* *** *********** hostage *** ******* ** the ********* ****** *'** ever ****. **** *** RSM ** * ******."
- "******* - **** ** credible *******, ***** ** very **** *** ******** limited ** ******"
- "*******. ******* ** ** far *** ***** **’** seen. ** *** **** onsite ** *** *********, they ***’* **** **** to ***/***. ******* *** fact **** **** ********* in *** ****, *** use ** ** * daily *****, ** ******’* get *******. *** ***’* are **** ********* ********* and *** *** *** out ** ***** *** a *** ** *** retail *********."
*** *** *********** ********* *******'* ********* ** ********* ** ******* *** ***** dissatisfied **** *** *******:
- "******* *** **** ********* and ** ****** ********** Hikvision."
- "*******. ******* **** **** support ********* ********."
No ***** **********
**** ***********, ****** */* of *** *********, ****** they *** ** ******** negative *********** ** ****. In **** ********, * few *********** **** ******** reasons *** **** *** not **** ******* ***** experiences, ***** ***** ******** around *********** ****** ************* and ********** **** * limited ****** ** ************ partners:
- "**** ******. ** ******* the ******* ** ****** to **** ***** ** trust."
- "* ******** **** *** had * *** **********. We **** *** **** to ***** *** ********* properly *** **** ********* a *** ******** **********, which ********* *** ***********. But ** ** ****, we ** *** ******* beyond *** **** ********* very *****. ******* ***** Networks *** ******* ********, we **** ********* *** our ****** ******** ****. We **** ******* ******* with ******** ** ***** our ***** **** ** a ******* ****** ** platforms."
- "* *****'* *** *** real ******** **** *** selected ******** *** ** vet *** ******** **** carefully ****** ** **** / ******* ****."
- "*****'* *** *** ***** wrecks. **** *****'* ***** anything ***."
- "** *****'* *** *** bad *********** **** *** VMS/VNR **** ****** ***. That ** *** ** have ******** ***** ** our ******* ********. **** deliver **** ** ******** and ******* ****."
2016 ***** ***** - **** *** ***
*****, ****** * *** of ******** ***** ** 2016 ******* ** ******** in ***** ***** ** **** ********* *** ******* *********** ** ******, ***** *** ** many ********* ***** *** ***********. ***** ***** did **** **** ***** for ***** *** **** year, ******* ********** ******* on ***** *** ******* this **** ******, ********* that ***** *** ******** **** key ********* ******.
******* ***** ****** ** 2016,*****, *** *** ***** to ********* / ********** Milestone. ********* ** ********** well ***** ** ***********, which ***** **** ***** *** of *** ***** *** rankings.
*** ***** *** ***** choice ** ****, *****, for ****** **** ***** DS *** ****** ***** management ********, *** **** improved. **** ** ****** helped ** ***** ***** and *********** ** * new ***, *********** ***** ******** **** ****** critical ******** **** ****, but **** **** *********** praising **. ******* ***** had **** *** ********, which ** ****** **** all ******** ********, *** also ****** ********* **** Pelco ** ***** ****** ** regain **** ****** *****.
2020 *******
*********** *** ******* ****** problems **** ***-**** ****. The ******** *** **** is: **** *** *** manufacturers **** **** ****** in *** **** * years, ******* ** ******* and ****** ************* ******? Or **** *** *** manufacturers ** **** ** pitch *** ******* ***** offerings ** ******** *********** to ***** **** *** their *********? **** **** up ** *********** *********** and ******* *** *** next *** *****.
Comments (25)
Undisclosed Integrator #1
The third bullet point negative on Genetec is great and as designed.
As a dealer I appreciate, support and understand this policy. My jaded thoughts are don't sell a solution that is constantly improving and evolving without keeping your staff certified.
Don't complain about poor access to tech support when anyone can call in and get equal access and support.
Also the comment regarding high pricing makes no sense - Genetec's equals are similarly, if not more expensive - feature set to feature set.
Don't compare, for example EXACQ to Genetec and say Genetec is too expensive - apples and kumquats.
Also - the kicking out/not supporting of Hikvision is awesome, as well, in my opinion and experience. Someone looking at Hikvision isn't looking at a Genetec type solution - Genetec isn't losing business over this and vice versa.
EXACQ downfall is inevitable, why would this purchase be dissimilar to all the other past purchases? EXACQ was a great openVMS solution, now the push for AD cameras and integration with other Tyco products is in direct conflict to what they were about before the purchase IMO. Now they are owned, above Tyco, by Johnson Controls, a further watering down of purpose, beyond just making the best product on the market.
As an integrator - why would I want to support my competitor?
Create New Topic
Tasneem AbuQutaish
IPVMU Certified | 01/29/18 08:01pm
Great article as always each year i look up to it, but just a curiosity question: where is your concentration in the world in getting feedback regarding the systems ?
Create New Topic
Undisclosed Integrator #2
Exacq is not the only VMS falling prey to laziness on drivers due to ONVIF. Quite frustrating on other VMS as well for even popularly supported brands. When Axis is barely supported that presents a concern.
Create New Topic
Undisclosed End User #3
At least Exacq attempts to keep up with new cameras. Vs their S2 rebranding, which is 1-2 firmware updates behind Exacq's version and you can't flash the latest version of Exacq onto it.
Create New Topic
Undisclosed #4
I will freely admit to being an overt Genetec apologist, but the comments on Genetec in the article are just flat laughable.
"We can't get support because our technician isn't certified."
First, wait, you mean they hold to a stated policy? It is an AUTOMATED SYSTEM where you have to enter your tech credentials to even talk to someone, so it's not like they're singling you out.
Second, if the technician was certified before, the recertification course is ONLINE! It takes no time at all, and is (I think) $100 to get. If you're not keeping your technicians trained up to the point of taking an online course that is a few hours long, you probably don't want that tech working with tech support anyways!
I get that everyone likes to hate on the companies who hold firm to this policy, but it's there for a good reason and, for one, greatly appreciate it. Genetec is not a system that should be sold or installed without knowing what you're doing, and that policy protects both the end-user and the integrator.
Oh, and as for SSA's being too high? If you didn't inform your customer of SSA costs up front, that's on you. Also, there are substantial discounts available for multi-year purchases, which 100% of my customers take advantage of. A 3-year Genetec SMA is in the range of basically every other enterprise-level VMS SSA out there, and a 4-year is less expensive (or at worst equal to) all the enterprise-level VMS SSA's.
Create New Topic
Undisclosed Manufacturer #5
Very informative survey. Just out of curiosity, why Hik didn't have negative comments on cyber-security in the summary while Hik and Dahua both had server cyber-security issues in the past year?
Create New Topic
Michael Gonzalez
01/30/18 06:27am
Curious to see what people feel about the AD VideoEdge platform. Any comments?
Create New Topic
Undisclosed Manufacturer #6
* Disclosure - I work for Genetec
To address the comments in the survey:
Regarding Support Pricing; No SW manufacturer can grow in a business model where they "sell" perpetual licenses & give away free upgrades, hence the need to purchase SMA (SSA / Support Etc.). Genetec now offers Security Center in an SaaS version, meaning that rather than pay upfront for a perpetual license, a customer can simply pay a monthly or annual fee that includes all upgrades & support without the upfront perpetual license cost
Regarding Support Certification: If a customer has purchased Genetec, it's most likely for a large scale or enterprise opportunity that requires multiple users, integrations etc. These type of projects require updated knowledge to optimize the configuration and leverage the full feature set of the product. As an integrator, if you've sold Genetec to win an opportunity vs. lesser competitors it's incumbent to deliver the best possible experience to the user who's purchased it. This is the foundation of a long term relationship and repeat business opportunities.
Regarding Training Classes: Genetec holds multiple certification classes across North America & Globally each month. Visit our web page for upcoming scheduled classes or Contact your RSM if you'd like a class scheduled closer to you geographically
Regarding Cost: Genetec understands the marketplace & our competitors pricing quite well. Genetec is very competitively positioned on large single or multi-site projects. Simply bring the opportunity to your RSM or Business Development Manager to review and construct pricing & strategy to help you win.
Create New Topic
Dean B
I like working with Genetec software, one of my favorites. However, our customer has left Genetec for another VMS. Reasons? Very expensive tech support and from a technician perspective, the tech gets stuck in the middle between the customer and the boss. They both want it repaired and neither wants to pay $1000's of dollars for tech support.
One more thing, training is pricey and very rushed. 2 day course is unacceptable for someone new to the product, secondly, to get the advanced course (troubleshooting) you need enterprise to qualify. I have no need to get enterprise certification. Again, the tech ends up not being able to help the customer when it comes down to deeper software issues.
Create New Topic
Undisclosed Integrator #7
I find it interesting that people complain about the quality of the free Exacq support but then also complain about the restricted Genetec support which in my opinion is the best in the VMS business. Also Genetec is pretty much the only one, as far as I know who offers the cert classes for free(by issuing training credits for every purchase). Of course it still takes a tech or engineer out from the field for a week but it is still much easier to swallow when you don't have to pay a thousand dollars for the cert on top of that.
Create New Topic
Undisclosed Manufacturer #9
No mention of Longse's VMS?
Create New Topic
Undisclosed Integrator #10
Hi
The report features the term VMS. For my money and that of our customers. We really like Milestone Systems... OnSSi seems to improve. We'll see.
The report also features "NVR"and there , i have to disagree as our experiences don't match ours. Hikvision NVRs are as good as we have seen on the field when it comes to do what people mostly need: Record video. They do and do it well and reliably. In places where power is an issue they simply work. no cots-based system has even remotely, approached in our experience their reliability. THe interface is ugly, non-intuitive, you name it .. They however just work and record well and retrieving the videos is a simple and reliable. The performance of the new VMS on H.265 is surprising. YMMV ours is stellar when it come to Hikvision NVR we have close to 100 on the field and so far not ever a breakdown.
Hik iVMS4200 is only good to view Hik cameras not much else ... the NVRs ? As good as ut gets! IOW seriously good IMHO.
We would like to see the integration of Hikvision NVRs with popular VMS such as Milestone System. That hasn't happened yet.
Create New Topic