The company might be called Hikvision, but as far as its UK Customer Service is concerned, I'd say it's definitely got no vision whatsoever in either eye!
I have a CCTV system with a Hikvision camera linked to a Hikvision NVR. Initially, my local Security Dealer, had a fair amount of difficulty simply enabling my Android phone to connect wirelessly with my NVR, even though there was no problem with the signal strength of my home wi-fi. It worked in the end, and I had no problem in checking out my carport, while away on holiday in New Zealand. Getting the NVR to link to my Windows 10 OC, using a different Hikvision app, was much more variable, and literally had a mind of its own. My initial NVR lasted a fair time, before I updated it, using a different supplier. Unfortunately, they had set it up for 24/7 recording, which made a far greater demand on the hard drive, than with my original NVR, and which subsequently failed a few weeks ago, just over two in situ, with a dedicated security HD by Toshiba installed. I ordered the exact same HD, and fitted it myself, and it seems to be working fine again. Somehow in the process, while I was still able to to use the mobile app to monitor both live-view, and recorded events, it didn't want to play ball with the Hikvision client software on my PC. I phoned Hikvision, and found them EXTREMELY unhelpful, almost to the point of rudeness and dismissiveness, and they were unable to give me any help at all as to resetting thing on the PC app, because I think that is all that is needed. Their 'advice' was to go back and ask the installer, because 'they should know what to do', which will require a physical call-out, or remote reset. They seem to have at lot of the market share, and yet, from my experience, and that of others who have given Hikvision similarly poor scores, clearly they're not bothered about customers' needs, once the equipment has been purchased and installed. Yes, I know they're a Chinese company, but that shouldn't imply that proper customer service is not available, especially when you go to the trouble of having a European call centre, which may even have a UK outlet! When you give them your serial number, they seem to know everything about the machine and its basic settings, so how hard can it be to share that back with the customer, who will then end up praising Hikvision, rather than feeling the need to slag it off! There is a facility to email @Support, but this was neither acknowledged, nor responded to!