Hikvision don't support end users

[dylan1273]

I am not a professional installer but have installed my own home cctv system and have been asked by various friends and family to install their home cctv.

UP until now I have recommended Hikvision systems and have installed them, that was until I recently received a second-hand ip camera which the password had been forgotten and required resetting, I went via the sadp software and was awaiting technical support to send me the reset code, this didn't come so I rang the UK technical support who refused to deal with me because I wasn't one of their registered installers, this means this camera is now a brick unless I flash the firmware, anybody else had this issue with Hikvision?

 

[alastairstevenson]

anybody else had this issue with Hikvision?

Eveybody has this problem, it's normal for Hikvision to only support their authorised resellers.

I recently received a second-hand ip camera which the password had been forgotten and required resetting,

What's the camera model, and what does SADP show for the firmware version? Some of the models have a reset button.

Depending on the firmware version you can reset the password yourself, or even extract the configuration file and see the password.
Check out both the original (for older firmware) and the updated (backdoor-powered) password reset tools here : Hikvision camera admin password reset tool
And if the firmware is too new for that tool to work, a Hikvision tftp updater firmware update will reset back to defaults.

 

[dylan1273]

Thanks Alistair, It doesn't have a reset but I managed to update the firmware with tftp then activate it with new password, shame Hikvision treat ends users in a shoddy manner, certainly won't be buying anymore Hikvision products from now on, can anybody suggest another decent camera brand that supports end users? Have a few friends after cctv systems

 

[alastairstevenson]

They do make some really good and reliable products, but they do leave their end-users to their own devices literally and figuratively.
Forums such as ipcamtalk do loads to folk that gap, and are pretty well covered by Google searches.

 

[fenderman]

Thanks Alistair, It doesn't have a reset but I managed to update the firmware with tftp then activate it with new password, shame Hikvision treat ends users in a shoddy manner, certainly won't be buying anymore Hikvision products from now on, can anybody suggest another decent camera brand that supports end users? Have a few friends after cctv systems

Great... That is exactly what they want... They have no interest in supporting you and in fact don't want you to buy their product... Most high-volume manufacturers are that way..

 

[Mike]

If you're not happy with Hikvision then try Dahua. @EMPIRETECANDY can help you with that.

 

[EMPIRETECANDY]

Great... That is exactly what they want... They have no interest in supporting you and in fact don't want you to buy their product... Most high-volume manufacturers are that way..

Most Chinese companies doing it like this , as a Chinese i am so shamed of this, they sold the product and then no warranty and support. @fenderman talked here many times, buy from online Chinese sellers, they never have warranty and poor support. I think many guys have such experience before. They can sell items at 1-2% profit, so how can they do the warranty and support? At their eyes earn fast money always the most important thing, and they never think you will buy from them again. This is the shit WAY.

 

[aristobrat]

shame Hikvision treat ends users in a shoddy manner

I understand your frustration, but I don't totally agree with it.

Hikvision and Dahua don't sell directly to consumers/end-users. They sell their product to professional installers/authorized resellers, who have the responsibility of providing support to the end users that buy the equipment from them. There's a cost for offering end user support, so installers/resellers mark the price of the equipment up.

Most folks here DON'T buy from professional installers/authorized resellers because they've found other sources that sell the same equipment for cheaper. These cheaper sources typically don't offer much post-sales end user support (per Andy's post above this one), which makes their cost of business cheaper.

IMO, if HIkvision/Dahua offered end user support, that would increase the cost of everything that leaves their factories. I personally prefer where the cost of end user support is added at a lower level (professional installer/authorized reseller), as it gives me the chance to buy the equipment for a cheaper price.

 

[Jamil]

Most Chinese companies doing it like this , as a Chinese i am so shamed of this, they sold the product and then no warranty and support. @fenderman talked here many times, buy from online Chinese sellers, they never have warranty and poor support. I think many guys have such experience before. They can sell items at 1-2% profit, so how can they do the warranty and support? At their eyes earn fast money always the most important thing, and they never think you will buy from them again. This is the shit WAY.

Yes Hikvision Technical is so bad. The issues with them is that they know they got a hold of the market so can do a they please.