Hikvision customer support completely useless

As mentioned in other feedback, their technical support is non-existent, They dont respond to emails in the slightest. Father in law lost his password for his DVR and the only way to reset the password is by sending a downloaded file from the DVR, then Hikvision is supposed to take that and respond with another file which is then sent to the DVR to change the password. Good luck getting any type of response from them. I myself have 2x Hikvision DVR systems, now I regret ever getting them now knowing that if anything goes wrong I will be on my own. Thanks