Interesting post this one and doesn't help someone in my situation.
I am not exactly an end user. I am the first point of call for the end user. If it's a specialist job or a warranty repair, I call the company who is contracted to look after our system. These people are useless. Example: I had a DM keyboard causing cameras to 'wander'. I sent it away to them for repair. After 8 weeks I had to phone them up to ask where the hell the board was. They were "wondering why it had been sent" to them as they couldn't find anything wrong with it. I get it back, plug it in and hey presto - problem still there. Over 8 weeks of downtime for naff all. Today I get a call to it again and now it's completely dead.
I've also had an engineer/installer in to sort out a brightness issue on one of our VCL cameras. He left site and the problem was still there. He also didn't have an answer when asked what he's going to do about it. Today I had a look at it myself, but can't quite nail it. Problem is improved but not sorted. I'm sure it's a simple job, I just don't have the resources/knowledge to fix it.
The amount of hours I've wasted trying to figure out small problems is unbelievable. All for the sake of a decent manual. Our high end phone system came with all the manuals you'll ever want, but the CCTV? Nope.
To log on and see engineers keeping their cards close to their chest is annoying. I want the problem sorted TODAY, not in three weeks. If I want them here TODAY, they will charge 4x as much - if they turn up at all.
Some would it's an issue between myself and the company paid (lots) to look after the system. Maybe, but my life would be a damn site easier if I had a manual.