Dear Hikvision Team,I would like to share with you a real experience and heartfelt concern.I’m a young working professional living in Taiwan. Last September, I finally moved into a new apartment that I had worked very hard to purchase. What was supposed to be a major life milestone turned out to come with unexpected challenges.The access control system in my community was installed by a company called Cloudlink, appointed by the property developer. Initially, everything functioned well. However, around early February this year, the door access and intercom systems completely failed, leaving me unable to communicate with the building’s security office. This posed a serious safety concern.I promptly contacted the developer to request assistance from Cloudlink. Unfortunately, after a long delay, the only response I received was a repair quote of NT$6,000 — which, from a technical perspective, seemed to merely involve an IP reset or simple internal configuration. More frustratingly, when I reached out directly via Cloudlink’s official website, their response was a dismissive “Please contact the developer,” passing the responsibility in an endless loop.This situation exposed not just technical issues, but the serious risk and negligence caused by Cloudlink’s lack of accountability. For over three months, if any emergency had occurred at home, there would have been no reliable means of communication or access — a scenario that could have led to irreversible consequences.More importantly, the system in question is built upon your products. I do not intend to unfairly assign blame, but if your brand is being rebranded and resold by Cloudlink — with various core functions disabled or locked behind additional fees — should Hikvision not bear some degree of oversight or responsibility? If responsibility ends upon delivery, does that align with Hikvision’s brand values?Therefore, I respectfully request your support in addressing the following:Urge Cloudlink to issue a public, transparent explanation, a formal apology, and appropriate compensation regarding this matter.Review and improve Cloudlink’s imposed limitations on your product’s capabilities, including but not limited to:Elevator control functions that require extra payment despite being present in the hardware.Confusing surveillance feed layouts (e.g., one screen showing multiple unrelated camera views).Lack of user guidance on door access functions (e.g., COM1/COM2).Restricted to in-home operations only; remote access requires additional payment and use of an outdated, poorly designed user interface.Many features, such as cross-platform access, remote unlocking, and smart controls, are available in the system but intentionally locked by Cloudlink. Without personal research and use of third-party apps, I would never have known these features existed.As an ordinary consumer, I simply hope for a safe and stable home environment. I am writing to you because I trust Hikvision values user feedback and brand integrity. I believe your team will handle this matter with the professionalism it deserves, and will not condone such negligence from a partner.Thank you for your time and attention. I sincerely hope you can provide support to resolve this matter fairly — and allow individuals like me to live in peace without being compromised by flawed systems or careless service.Yours sincerely,Elroy
