![]() ![]() In all honesty though, I do think the integrator needs to take care of their customer, especially if they have other contracts with them. What I dont understand though is if you do believe this, then why you are letting Hikvision off so easy but not the distributor. I understand if you dont agree with this position because I also see your point as well. Its the same reason Hikvision rely's on their OEM distributors to provide support to their customers. If we sold the products at dealer price but are providing support at end user level, then this isnt cost effective. End users typically require alot more tech support labor than integrators do. #2) We sold the products to the integrator at a much lower cost than we would have an end user. ![]() #1) For the reason stated above, we dont want to take a service work income oppurtunity away from the integrator But normally we dont provide tech support to end users who have purchase from one of our integrator customers for 2 reasons: In the end, it all comes down to reputation and we prefer for that to not be tainted. If they refuse, then we ask permission to help out the customer. If this happens with us, we will contact the integrator to have them contact their customer. In this case its a little different though, as the integrator isnt providing support at all. Reason being is the integrator is our customer who provides us with several orders a month and we dont want to take an income oppurtunity away from them for service work. We will not give support to the end user unless the integrator gives us permission to. I dont agree with the methods that the distributor did to get their point across (hanging up on the phone) but we have done the same to protect our integrator customers as well. I will be trying to reach out to the local Hikvision rep sometime today, but feel like this is a lot of work to get support for a $300 OEM DVR. Has anyone else experienced such a run around from Hikvision OEMs? I find it curious that OEM manufacturers are protecting integrators. I called back a few hours later only to be told that the manager is "busy". I was told that they would need to contact the original integrator to see what was going on and that I would get a call back within 10 minutes. I called back and requested to speak to a manager and explained the entire situation again. When I disagreed with this person and reminded them that they will not answer anyone's call - mine or the customers - he proceeded to tell me it is not his problem and hangs up the phone. His answer was to tell me that I should contact the original integrator who purchased the DVR for support and that no support would be provided to me. ![]() I can provide all the information required (serial #, start time, current time, screenshot of device in SADP tool, etc). This integrator is in the wind and I require a administrator password reset. I am integrator X, calling for customer Y who bought a DVR from integrator Z who purchased a DVR form you (confirmed by Hikvision support). I then contacted the sales line and asked for someone in technical support - I laid out the issue for him: First of all their technical support team has a habit of picking up the line and then hanging up immediately (happened 3 times). They tell me that they will not provide support on OEM product (which I can accept), and inform me that the product serial number is registered under a reseller called CCTV Direct here in the GTA. DVS has no representation in Canada, so I contact Hikvision. The DVR is manufacturer by Hikvision and branded DVS. I go onsite to discover that the default password has been changed - I think that this should not be an issue, and a quick fix but oh boy was I wrong. Now, I get involved because he's in the lurch and been referred by a mutual acquaintance. I am not certain what went on between the customer and this integrator, and am not certain that there is any bad blood given that he still has 3 properties monitored by the integrator (burg + video verification) and from what I understand the bills are being paid. The integrator began the project - ran the cabling, installed the cameras, and seemingly configured the DVR - and then was waiting for the interior of the home to be completed before finishing the install, then stopped answering the phone. I was recently contacted by a customer whose integrator pulled a disappearing act.
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