Polycom VSX8000 control issues

[Advancedcontrol]

As a Crestron and AMX control systems programmer the last couple of months have been interesting. The Polycom VSX8000 was released without releasing the API. This made allot of the dealers I work with nervious about moving to the new product.
Now that the API has been released and the 7.01 software release,
This is a well working CODEC .It's based on the same platform as the VS4000. There are some new codes, especially the new IR functions commands, but most of the leagacy ASCII commands that work for the VS4000 work for the VSX800.

There are some things that Polycom has chosen to do that are driving integrators crazy.

The main camera control is a 15HD instead of a DB9. (they are also doing this with the VS4000).
The only reason I can come up with, is to drive dealers to use Polycom cameras instead of Sony cameras.
In the case of the VSX they are including an adapter to DB9. But they are no longer providing a 8pin mini din to DB9 cable solution.
The integrators are left to come up with that cable on their own.

Here's the big news to look out for..........
I have it from inside sources, that Polycom plans to start charging for upgrades. I have no idea how they plan to deal with bugs or problems, but I do know that this will slow down or stop the ability to upgrade on the fly. (does this sound like old Picturetel to anyone?)

In my opinion here's the biggest problem....
You need to buy a license key to enable multipoint.(does this sound like Tandberg to anyone?)


From my experience, Polycom became the leader in Videoconferenceing because they were feature rich and easy to upgrade. Now all I can envision is endless office cubes full of Polycom employees who's job it is to frustrate the dealers and end users for a few extra dollars. I'm going to laugh out loud if this new department answers the phone with an Indian accent.

[pbraatelien]

Advancedcontrol,
I can understand your frustration with the changes that they are making but consider this:
1. What other codec manufacturer (or PC/software manucturer for that matter) has offered free upgrades for the last 6-7 years? We have been spoiled by Polycom, but I cannot fault them for wanting to charge for upgrades. My information is that the software will still be free with a maintenance contract (no free lunch).
2. Regarding the camera issue. Having been a long time PictureTel employee and seeing all the proprietary cabling they used, I agree that it is a pain, but remember, Sony is their competitor and are coming on strong. I would tend to want to keep the hardware exclusively in my back pocket also.
3. The issue of using a key to upgrade to mulitipoint. I fail to see where that is a problem. It is a chargeable item and everyone charges for it. Am I missing something?
Regards,
Paul
ps:look on ebay under PictureTel. Someone is selling what looks like an 8pin to db9 connector. I do not know if it would work, but maybe it would save some headaches.

[WIZBANG]

The following are personal opinions and observations and not necessarily that of my employer.

The direction Polycom is taking has been disturbing so several of us. The reasons the company I worked for embraced Polycom were numerous.
1. Free software upgrades that included new standards based protocols
2. Support line wait times were a reasonable 15 minutes or less wait (at my previous job we would call PTel support, get in line, put the annoying music on speaker and then take turns babysitting the line during the next 2-6 hours hoping a tech would pick up)
3. Easy to use interface and remote control
4. A fairly clear reseller program where the manufacture does not compete against its own dealers
5. Most of the cables and connections were standard A/V fare
6. Price per system was amazing compared to rest of the market at the time

Polycom has since been edging towards the old PTel model in my opinion. They want to start charging for software upgrades on CODECs. Chargeable items include encryption and H.264 for existing units. I can understand charging for multi-point enabling keys and maybe even encryption as those are not needed for connecting to other sites with the highest possible quality of audio and video. New users take to the Polycom user interface and remote very well. Polycom resellers and distributors seem to be everywhere now. The cables and connectors get more proprietary every product release. Making the connections a guessing game is a step backward in CODEC integration. The warranty started at 1 year for the premium CODECs, was upped to 3 years, and recently was dropped back to 1 year with the option to buy maintenance contracts. The 3 year probably should not have been done, but once it was, taking it away again just upsets people.

Taking away free software upgrades after so many years leaves people confused and hurt. By adding in keys to software upgrades, there is yet another step or 2 to be done by the end-user/dealer/distributor that will get in the way of getting a problem solved efficiently. There is also the added headache of an integrator that needs to change software versions quickly on an in-house CODEC to troubleshoot or change functionality of pre-existing control systems.

I'm not trying to say that Polycom is bad or PTel was bad. What I’m trying to point out is how PTel set themselves up to be taken down by other vendors. Polycom seems to be taking the same path and is setting itself up for being taken out by another manufacturer that offers what Polycom no longer does and people have come to expect. Our opinion around the office was that if one of the large electronics manufacturers took notice of the video conferencing market, they would really change the market share. The Sleeping Giant that is Sony, no longer appears to be snoring.

This may not be the correct forum for this discussion. Please move/delete this post if appropriate.

[PWebb]

You will find that Polycom is adopting a support program more similar to Cisco. The reason....upper management is ex-Cisco.

[roy]

European trade law is forcing Polycom to end it's free upgrade facility.

[trapehzoid]

European trade law is forcing Polycom to end it's free upgrade facility.

that's BS

Free software upgrades are still available all over the place.

They changed it because the realized they were loosing out on a lucrative revenue stream. Also, they built their own support team, so they needed income to help with that too.

Remember, for the longest time there was no tech support from polycom itself.

[pzielie]

Aethra is still offering free software upgrades and they are an EU based comany. They have adopted many other EU requirements like manufacturing with 80% recylable materials so I can't imagine the EU requires charing for software upgrades. I think that Polycom and Tandberg have become assumptive of their market shares and are now doing everything they can to pull every dollar out of their customers. Check out the Aetra products for:

1. Free software upgrades that included new standards based protocols
2. Support line wait times are reasonable 15 minutes or less wait (I usually get through immediatly)
3. Easy to use interface and remote control
4. A clear reseller program where the manufacture does not compete against its own dealers
5. Most of the cables and connections are standard A/V fare
6. Price per system are amazing compared to rest of the market
7. 3 year warranties which which start when the customer accepts the system.

It looks like it is time to look for a company who wants market share as badly as Polycom did whe Picturetel and Vtel ruled the market.

In interest of full disclosure. I work for an Aethra distributor, but the above reasons are why we now represent Aethra.