Hangzhou Hikvision Digital Technology Co., Ltd.
Hikvision (hikvision.com) has a 1.4 out of 5 rating on OK.one, based on 241 user reviews collected here. It is listed under Electronics & Technology and its reputation is poor. 83% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-10-25.
Most reviewers were let down by their experience overall. People frequently complained that customer service was entirely unhelpful, leaving callers waiting on long holds or refusing to assist end users with technical problems. Consumers also experienced continuous system failures, poor software performance, and extremely frustrating difficulties regarding passwords, remote platform access, and third-party installation services. Many disappointed buyers felt that the expensive equipment failed to justify its overall cost, leading to widespread regret regarding their purchases. Some reviewers were happy with certain aspects, mentioning that specific hardware pieces looked nice and functioned adequately for the price paid.
Auto-generated from all reviews of this business. For reference only.After a firmware update, the indoor station became incredibly quiet. That's why I've been writing emails to Hikvision since the beginning of December asking how I can flash back to the previous version. I haven't received a response for over 2 months. I have written to all locations. Nobody answers. 10 emails during this period.
Another POS company! Install guys took 4 hours to install two cameras. Lots of drilling through floors, they blew out the electric in crawl space. NO AUDIO on CCTV even though sales person said yes it has it. Works until it doesn't, then tech support knows next to nothing about how to fix it. They have no idea how to reconnect to the app. 'DEVICE IS OFFLINE'. The word they use a LOT is "UNFORTUNATELY"...They keep saying to get the serial # from the sticker. What sticker? I don't even know where the unit is in the house. DO NOT USE THIS COMPANY! Go on Amazon, buy yourself a $50 security camera. The app always works, the unit never goes down, and it has video & AUDIO. THIS COMPANY IS AN ABSOLUTE NIGHTMARE & BTW so is ADT who set up the whole thing to begin with.
Hikvision is a C**P company who do not support their products at end user level, 1 Star given because it is not possible to give a zero score, the email text below shows clearly what happened when a Hikvision customer dared to contact them for technical advice!! Dear Jaspreet, Thank you for your email reply that was in fact an absolute waste of my time, the lack of any advice to the end user the very people who actually purchase Hikvision products beggars belief. Have you forgotten that it is the people who purchase Hikvision products who actually pay your wages and provide profits for the Hikvision company? Had I known that Hikvision would have this appalling attitude towards their end user customers I would have not chosen Hikvision products in the first instance. Please make sure that you check my feedback on Trustpilot. Thank you. David J On 06/01/2025 10:59, support.uk wrote: Dear Customer, Thank you for your email to Hikvision UK & Ireland. As an End User of Hikvision products we would recommend you contact you point of purchase/installer for all technical support. If you do not have an installer we would recommend you to contact one in your local area. Hikvision CCTV equipment is commercial graded product and should be installed and maintained by a Hikvision recognised partner. We do not directly support End Users with Technical issues, we support Professional Installation Companies and Distributors only, who then in turn will support their Clients. If you provide your postcode, I can get back to you with a list of installers within your area that we have a record of. Kindest Regards Jaspreet Technical Support Engineer UK & Ireland Address removed Tel: Number removed Email: Address removed Website: Web address removed UK customers: We'd love to hear about your experience with Hikvision UK. If you could take a few minutes to leave us a review on Google, we'd greatly appreciate it! (Bet you don't because it was C**P) The sender: Email address removed Sending time:2025-01-06 10:47:05 The recipient: support. Email address removed Subject: Reply: Hikvision Network Video Recorder Model Number: DS7604NI-K1/4P Serial Number : Removed - Case No. removed Dear Jaspreet, Thank you for your reply to my enquiry below requesting further information that is supplied herewith. Regards, David J Subject: Reply: Hikvision Network Video Recorder Model Number: DS7604NI-K1/4P Serial Number : Removed -Case No. removed Date: Mon, 6 Jan 2025 09:48:19 +0000 From: support.uk Email address removed To: Email address removed Dear Customer, Thank you for emailing Hikvision UK Technical support with your query today. So we can process your request securely and efficiently we require some details for security reasons. Please fill in the below table with as much detail about the Hikvision device and your details. Customer Information Name*: David J Contact Number: Number removed Company Name*: Domestic Installation Company Address: Address removed Country*: United Kingdom Customer Type*: (End User, Installer, Distributor, IT Support, etc.) End User. Kindest Regards Jaspreet Technical Support Engineer UK & Ireland Tel: Number removed. Email: Address removed Website: Removed UK customers: Email address Removed Sending time:2025-01-03 17:26:03 The recipient: support. Web address removed Subject: Hikvision Network Video Recorder Model Number: DS7604NI-K1/4P Serial Number : Number removed Dear Sir / Madam, A couple of years ago we replaced our ageing CCTV system with a new Hikvision Network Video Recorder & 4 camera's We are very pleased with this new system and it works very well and is connected to a TV set in a spare room by a HDMI cable. This setup is OK but it would be far more convenient if we could also view the camera's in our lounge but it is not possible to route a HDMI cable between the two rooms and in any case there is only one HDMI socket on the recorder. The TV in our lounge is a LG smart TV that can for example view Youtube via an ethernet cable that goes directly to our Broad Band Router, the recorder unit is also equipped with an ethernet cable directly to the Router and while connected it does not actually do anything at the moment that we are aware of. Could you please advise if the Hikvision Network Video Recorders can be connected to the LG Smart TV's via the internet so that we can view the camera's from the comfort of our lounge as well as standing in the in the spare room? If you consider it possible to connect these two units together via the net could you advise if it would be possible for a person with limited technical ability to undertake this task? Looking forward to receiving your reply together with instructions. Many thanks & kind regards, David J
I've had a 8 channel NVR (s/w v4.0) and four HikVision cameras for a few years now and I can honestly say I have never before seen such a complete mess of User Interfaces / User Experience and ridiculous methods of setup of both the NVR and cameras, truly the worst user experience I have ever come across.
The calendar is wrong!!!! I updated the app and still the calendar is wrong 19 December should be Thursday not Wednesday!!
Absolute shambles! I had a new Hik CCTV system installed at my home by one of their recommended sub contractors but then decided I needed a little help from Hik to optimise. I politely asked two simple questions 1 ) Could I have a user Manual 2) Could I operate the Hik system thru my Imac It took over 2 weeks to get any response from Hik and then another 3 weeks for the person from their service function to completely waste my time. In the end I was advised i now needed to deal with a different part of Hik to get my answers but the Service Eng handling my case would not simply link my case number thru to this new department. As I was unable to get my simple questions answered I asked the service Eng to please let me have the name and contact number of the Director responsible for Customer Service & Satisfaction. This request was just simply and repeatedly ignored. No customer service and no professional ownership from the dreadful Service engineer. I have now written to the UK General Manager, Jian Yang, to escalate this poor customer service and get my questions answered. On reflection I would not recommend dealing with this company.
Probably the worst company I've dealt with in a long time - and that is saying something!! slopping shoulders doesn't quite cut it! - essentially WE WILL NOT HELP YOU"....... should be their company helpline. For a technology company they can not respond to a single technical question - on a the most convoluted and bug ridden system ever. Absolute disgrace - AVOID AT ALL COSTS
Easily the worst system ever created. CCTV doesn't work. Can't contact any customer service, Can't log in to account. AVOID
AVOID LIKE THE CLAP . Won’t even discuss an issue with the customer. Customer support is non existent and when challenged on options they get very rude.
I had some decent experiences with Hikvision tech support in the past, but my recent run-in was a letdown. ‘Jeet’ told me that Hikvision doesn’t support ‘End Users’ and never has, and that I was just ‘lucky’ to get help before. He pointed me to local installers, but none of them would help since they didn’t install my system. I even tried a few distributors, but they said an installer has to ‘book a visit’ to sort things out. It’s frustrating to be left out in the cold when things go wrong. End users are the reason distributors and installers have a business in the first place, so it’s disappointing to see us pushed aside when we need support.
The company provides subpar quality in terms of technical support and software reliability. Their support team is slow to respond and lacks the necessary expertise to resolve even basic issues effectively. Additionally, the software they provide is plagued with frequent bugs and inconsistencies, leading to a frustrating experience for users who depend on stable and reliable tools. Overall, the company fails to meet professional standards, leaving much to be desired in both customer service and software performance.
Pathetic service provider dont even know that what is customer service ..! Dont have manner to speak to customer .. very rude and just bother about the money they want its really sucks
I contacted Hikvision to ask a very simple question on privacy masking on there NVR's & they asked for all my personal details & was then told to contact an installer. Totaly useless. Now looking for another make to purchase.
AVOID HIK Connect, there surport is non existent. They provide a surport phone number on there website that takes forever for them to pick up and then refers you to go to a supplier for surport. All I wanted to know is how I can change my password as their on line help??? Is not that helpful. They then ask for my email to set up a case number along with my phone number saying someone would call me to go over it. They then sent me a link on ‘how to do it’ that ironically did not work. I went back to them by email again, and it is like plucking straws and of course no one bothered to call me back You only ever know how good Company is when there is a problem and I would advise anyone not to buy HIk Conect products and choose a professional company with helpful support.
Single site CCTV recorder device does not allow a download of the footage to be shared with the Police. The recorder does not recognize any flash drives or USB storage to download the footage to. Customer service advised that this is rather common and new firmware must be installed as the device may not allow the data transfer to a portable drive. Both the company and service are absolutely useless and present no value. Please keep away to save yourself a headache.
Bryan from customer service gave an excellent walk through of how to reset password and unbind devices. He was very knowledgeable and clear
Set up the cameras, they worked ok, tried to link them up to the Hikvision but the app wouldn't accept the verification code supplied. Spent 3 hours trying everything I know, searched the internet for advice, tried but unable to speak to anybody at Hikvision so sent it back for a refund. Cheap Chinese tat, stay clear.
Very responsive tech support but products are horribly complex and convoluted. I purchased a home with Hik Vision system. The previous owners did not know the NVR password. Hours with Hik Vision and they could not figure a way to factory reset the NVR so I bought a replacement. Hours again with tech support and still can't get the system fully operational. FYI - I am an engineer with a networking background.
Had new broadband installed so had to re-connect cameras. Impossible to get in contact with their helpline for assistance in the end I disposed of system. All you got was a Bot who pointed you to FAQs
Worst ever company anyone could come across . They should be band from trading in the world never mind the UK .
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