Hey everyone,
I wanted to share my experience and frustrations with the customer support from Hikvision OEMs (like Alibi Security), hoping it might help anyone considering these brands for their security needs. In my case, the customer service experience has been nothing short of disappointing.
1. Lack of Direct Support for End Users
Hikvision OEM brands, including Alibi Security, generally don't offer support directly to the end-user. If you buy a system through an OEM brand, you're often redirected to third-party dealers or resellers. This adds an extra layer to the process, making it frustrating and time-consuming when issues arise. The OEM's actual support team doesn’t take ownership of problems, leaving you dependent on middlemen who may or may not be well-equipped to resolve technical issues.
2. Limited Access to Firmware Updates
If you've dealt with security systems, you know how critical firmware updates are. Unfortunately, with many Hikvision OEM products, the updates are either delayed or require you to go through a reseller. This can leave your equipment vulnerable to security risks, which completely defeats the purpose of having a security system in the first place! Not to mention, these updates are often inaccessible or incompatible across different OEM versions, causing further headaches.
3. Poor Troubleshooting and Technical Support
When problems arise, Hikvision OEMs and Alibi Security seem to lack well-trained technical support staff. Common issues like connectivity failures, app malfunctions, or recording problems are met with generic responses and basic troubleshooting steps that can be easily Googled. Getting a hold of a knowledgeable technician who can provide more than scripted answers feels impossible. It can often take weeks or months to reach a resolution, if at all.
4. Warranty and RMA Nightmares
Trying to get hardware replaced or repaired under warranty can be a nightmare. They make you jump through hoops and often push the responsibility onto resellers. In some cases, resellers even claim it’s not covered, leaving customers in the lurch with a malfunctioning or useless piece of equipment. This level of runaround should not be happening with something as critical as a security system.
5. Language Barriers and Communication Issues
Many Hikvision OEM brands outsource support teams, which can lead to communication problems due to language barriers. Technical jargon and troubleshooting can be challenging to convey accurately, and even small misunderstandings can lead to long delays or unresolved issues. In some cases, language issues have led to simple questions turning into complex, unresolved tickets.
Conclusion
Ultimately, Hikvision OEM brands, including Alibi Security, feel more focused on selling products than on supporting the customers who rely on them. When it comes to something as crucial as security, this lack of effective support can make a significant difference. If you’re considering Hikvision OEM products, just be prepared for potentially poor customer support. In hindsight, paying a bit more for a brand with solid support might be a better investment.
Has anyone else experienced similar issues with these brands? Would love to hear your thoughts!
Many of these companies source hardware from Hikvision but rebrand it under their own name. Unfortunately, they often share similar issues when it comes to support. Here’s a list of some common Hikvision OEM brands:
Alibi Security Not sure the new line is still Hikvision but the older offerings were. But support for end users is really bad..
LTS (LT Security)
Annke
Swann
Lorex (formerly partnered with FLIR) Might still be Dahua OEM or offer both?
EZVIZ (owned by Hikvision but operates semi-independently)
LaView
Trendnet
W Box Technologies (often found in certain retail and warehouse outlets)
Defender
R-Tech
All of these brands use Hikvision hardware with their own branding and slight software modifications, meaning they often have the same firmware restrictions, update limitations, and lack of direct end-user support. Just something to keep in mind if you’re looking to buy a system and place a high value on after-sales support!
If anyone has found reliable alternatives with better support, please share!
