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Recently, we had a post on our Advice and Tech Support Forum in which we were asked how an average customer, new to CCTV, can tell if a company he or she is dealing with is reputable or not. Indeed, this can be the most challenging hurdle for the beginner to surmount; a lack of familiarity with the technology can be helped by an experienced salesperson, but without any experience to go on, it can be extraordinarily difficult to gauge a salesperson’s skill, but more importantly, it becomes equally difficult to establish trust.
While it is very useful to understand how the first encounter should go, sometimes knowing which red flags to watch for can be just as useful. With that in mind, presented below are ten things that you should never hear any representative of a surveillance company say regardless of the scale or type of project you’re attempting.
“You need 30 frames per second no matter what.”
This is easily the biggest misconception in surveillance, and also one of the most readily available warning signs to watch for. While 30 fps is great if the aim is to secure a casino or bank, or if there are very minute scientific observations that need to be done, the fact of the matter is that the vast majority of projects simply don’t need that kind of power. A system going in a retail store to watch for shoplifting, for instance, would do well with 15-20 fps; it would still be perfectly clear what was going on without observing down to the millisecond, and the DVR would require a smaller hard drive, as well. Similarly, for a residential, 5-7 fps is usually more than enough (and again, since we’re dropping the framerate, we can go with a smaller hard drive, too). Unless there is a requirement for extremely minute observation (which, given, does happen, just very rarely), 30 fps is just overkill, and staying with a system that has the right amount of power will save you money over one that has flashy bells and whistles you may never use, or miss.
“You need infrared cameras, they’re just like regular cameras but can see in zero light!”
To be fair, there is a modicum of truth in this statement: IR cameras do work in zero light, and they can be extremely useful when dealing with poor lighting conditions. Still, it’s generally best to avoid IRs if possible simply because the LEDs that create the infrared beam that the camera uses to see by generally only last 1-3 years, meaning even the best IR cameras are short-term investments. What’s a much better option is to add visible light in the form of motion-detecting floodlights or spotlights, since they not only help any camera see, they also create a safer environment overall.
“I don’t have a direct extension, just call and ask for me.”
This one isn’t just a red flag, it’s two red flags, on a stop sign, with a siren next to it. If your salesman doesn’t have a direct extension, it usually means two things: he’s going to try to get you to buy on the first call, since the chances of you two speaking again are relatively slim, and on top of that, the company itself lacks the number of employees to provide professional grade products or service. Anyone can make a great-looking website, but it takes repeat business from quality products and satisfied customers to support legitimate business. If your sales rep doesn't have his or her own extension, scratch that company off your list – they’re not ready for your business.
“We don’t offer tech support.”
This runs right along with our last quote, but this one is much, much worse because it basically means that the company you’re speaking with is not standing behind their products, or at the very least is not far enough along to have an actual tech support department. Just like before, move along if you hear this.
“You need color cameras, there’s no point in getting black and white.”
This is not just a red flag when dealing with a CCTV company, it’s actually photographically incorrect. Black and white cameras do still have a place in today’s surveillance systems: low light environments. Color cameras, which look for color, do not function as well in low-light as black and white cameras, which look for contrast. This basic law of photography is one of the governing principles that cameras and surveillance systems have to work with, and a salesperson who says that black and white cameras aren’t worth buying is only demonstrating their own lack of experience and know-how.
“We’re not listed with the BBB.”
This you simply can't argue a case for, and not being a Better Business B ureau member should be cause for concern in any industry. What this essentially means is that the company you’re getting a quote from has no way of supporting any claims it makes as to its customer service record, product quality or overall customer satisfaction. Proceed with caution.
“You need at least a terabyte of memory on your hard drive.”
Not always true, it depends upon how many days’ worth of storage you want your system to have. Although it is very common to have a full terabyte (equal to 1,000 gigabytes) on a larger system’s hard drive, smaller residential or small business systems can usually go as low as 80 or 160 gigabytes and still be just fine. If your salesperson recommends this amount, ask him why, and if you don’t agree with his reason, don’t be afraid to ask for less. Remember, smaller hard drives are not only more appropriate for smaller systems, they cost less, too.
“For that many cameras, you should look at our package deal…”
This is a bit of a gray area simply because it depends upon where in the conversation it comes up. Any trustworthy salesperson should take some time to try to understand what your system will be expected to accomplish before making any recommendations; if he or she doesn’t it’s like a tailor who makes a suit without ever measuring the person who will wear it. It is possible that a company would have a ready-made package that would be perfect for what you’re system will be doing, however if he or she throws a package at you without really trying to understand what it is you want to accomplish, be wary. They’re trying to get a quick sale and get on to the next person.
“We don’t offer any warranty on this product.”
Yet another example of a statement that should be a red flag in any purchase. A product without a warranty is a product without a guarantee, and a product without a guarantee is one that can’t be trusted. Especially when considering the security of your home or business, it’s best to disqualify any products without warranties immediately.
“I can’t send you a quote, but the price would be…”
This is another sure sign that your salesperson wants you to make a decision right that minute, without taking any time to think about what you’re purchasing. Just as if you were buying anything else, don’t bend to high-pressure sales tactics! An honest company will be happy to give you all the time you need to decide how to spend your money.
