Ann's Nails

Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemailI left a message for him to call me back so that we can get a detailed report of what item he is having an issue with and get the proper instructions out to him to send it in for repair or replaceI also tried calling another phone number that we had on file ###-###-#### but was told Mr [redacted] didn't live there anymoreOur company keeps records all inbound calls and we do not have any phone records from either one of these phone numbersUnless Mr [redacted] called from a completely different phone number we do not have a record of any contact from himI also checked our e-mail using his e-mail address of [redacted] and do not have any records of him e-mailing us with any requests eitherWe would be more than happy to honor the customer repair as he is still within the year warranty periodMr [redacted] order # [redacted] was placed in February - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair itMr [redacted] can reach me at the email [redacted] or call me at ###-###-####If he gets my voicemail it is because I am on another call or have stepped out of my officeIf he leaves a message he WILL get a call back.Thank you, [redacted] RMA ManagerPros Customer Support

Good Afternoon,As previously explained to Mr [redacted] the wiring/cable going to the camera on both cameras had been cut thus voiding the warrantyIf the wiring was intact then we could have thoroughly tested the camera to assure that there was in fact an issue with it and attempt to repair itMr [redacted] suggested that we repair the cable to the cameraWe cannot do this mainly because we do not carry replacements parts for these camerasThere is a reason why alterations to equipment voids the warrantySimply, there is no way for us to verify if the product was ever malfunctioningWe can not just send out brand new replacements for products that have been altered.Thank you for your time.Theresa, RMA Manager

Customer's order number was [redacted] This order was placed on 9/11/ Customer accidentally changed the settings of his PTZ camera We had tech support call and resolve issue to customer's satisfaction Customer was upset with longer that usual response time Provided customer with direct contact telephone number for any future needs Thank you

Good Morning, [redacted] spoke to Theresa, the RMA Manager about returning his hard drive that our technicians determined was defective [redacted] was sent instructions to remove the hard drive and a link to the manufacturer to submit the item in for warranty [redacted] explained that he did not want to disassemble the hard drive from the DVR unit for fear of breaking the unitTheresa told him that she would see if we here at Pros could come up with a solution/exceptionLater that day, [redacted] was sent an e-mail explaining for him to ship back the entire DVR unit to Pros with the hard drive intact, and we would remove the hard drive and send it into the manufacturer ourselves and then wait to have it returned back to us from the manufacturer, reassemble the unit and then ship it back to [redacted] See below the e-mail that explained this to [redacted] that was send to him shortly after the conversation between Theresa and himselfWe have absolutely no issue in honoring this warrantyWe just needed to make an exception to appease [redacted] RMA Manager < [redacted] Jul at 2:PMTo [redacted] Message body [redacted] In reference to the conversation about replacing your hard driveSince you do not want to send the hard drive into Seagate following the instructions for fear of damaging the unit, we will make an exception and have you send the entire unit here to usWe will test the HDD and if confirmed to be bad, we will send it to Seagate ourselvesOnce they send it back to us we will then install this back into your DVR and ship it back to youPlease be aware that these added steps will increase the amount of time you will be without your DVR.CCTV Security Pros RMA [redacted] Thank you.Pros Customer Support

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me providing: CCTV Security Pros issues me a RMA number and an estimated repair time I also want an apology as I did NOT ask for anything I was not entitled toI only wanted what CCTV security Pros stated in their written warranty that they (not some third party) would "repair or replace" a defective unit within the warranty periodNowhere in their warranty did it state a customer had to "disassemble an electronic device, remove a component that may or may not be defective (I have no way to test it) and expect me to fix it myself"To suggest that I wanted something that needed an "exception" and are only honoring their warranty to "appease me" is absolutely absurd Regards, [redacted]

Complaint: ***
I am rejecting this response because:I am just going to copy and paste my last response, because I have said everything I feel I need to sayI have too many projects going on at this time and if that is the way cctv securities wishes to treat clients then I have no problem taking my business elsewhereI would however hope that Revdex.com does keep this on file All equipment was professionally installed by a certified electrician, the same electrician that installed the electrical system for the new play area and pavilion for our H.O.A. When I ordered the security system from Tim(ex ***)I told him that we have an existing security system and we did not want to have to rewire any of the existing wiring so we needed a system that was compatible with our existing system so I ordered the system he recommended.The system was ordered and set in my office until construction began on the new play area and pavilion, once the electrician had everything hooked up everything worked fine except for cameras, the electrician even removed the cams from their original place and put them on another pole, still nothingSo at that time I emailed CCTV to request to return the non working cams.Why is it not possible for cctv security pros too return the cams to the manufacture, where they can reattach the cut connector and then test the cams.
Regards,
*** ***

Customer was sent the RMA information to return his camera on December 11, He will not be charged any fees to return the item to us as long as the item was not used or installed and all of the original packaging is returned and intact. Thank you,*** RMA Manager

Customer's order number was *** This order was placed on 9/11/ Customer accidentally changed the settings of his PTZ camera We had tech support call and resolve issue to customer's satisfaction Customer was upset with longer that usual response time Provided
customer with direct contact telephone number for any future needs Thank you

Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemailI left a message for him to call me back so that we can get a detailed report of what item he is having an issue with and get the proper instructions out to him to send it in for repair or replaceI
also tried calling another phone number that we had on file ###-###-#### but was told Mr*** didn't live there anymoreOur company keeps records all inbound calls and we do not have any phone records from either one of these phone numbersUnless Mr*** called from a completely different phone number we do not have a record of any contact from himI also checked our e-mail using his e-mail address of *** and do not have any records of him e-mailing us with any requests eitherWe would be more than happy to honor the customer repair as he is still within the year warranty periodMr*** order #*** was placed in February - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair itMr*** can reach me at the email *** or call me at ###-###-####If he gets my voicemail it is because I am on another call or have stepped out of my officeIf he leaves a message he WILL get a call back.Thank you,***RMA ManagerPros Customer Support

[A default letter
is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I am rejecting this response because:All equipment was professionally installed by a certified electrician, the same electrician that installed the electrical system for the new play area and pavilion for our H.O.A. When I ordered the security system from Tim(ex ***)I told him that we have an existing security system and we did not want to have to rewire any of the existing wiring so we needed a system that was compatible with our existing system so I ordered the system he recommended.The system was ordered and set in my office until construction began on the new play area and pavilion, once the electrician had everything hooked up everything worked fine except for cameras, the electrician even removed the cams from their original place and put them on another pole, still nothingSo at that time I emailed CCTV to request to return the non working cams.Why is it not possible for cctv security pros too return the cams to the manufacture, where they can reattach the cut connector and then test the cams. The attached photos show the monitor with working cams and the exterior cams. Respectfully,*** ***Association Inspector
Regards,
*** ***

Good Morning,*** *** spoke to Theresa, the RMA Manager about returning his hard drive that our technicians determined was defective*** *** was sent instructions to remove the hard drive and a link to the manufacturer to submit the item in for warranty*** *** explained that he did not
want to disassemble the hard drive from the DVR unit for fear of breaking the unitTheresa told him that she would see if we here at Pros could come up with a solution/exceptionLater that day, *** *** was sent an e-mail explaining for him to ship back the entire DVR unit to Pros with the hard drive intact, and we would remove the hard drive and send it into the manufacturer ourselves and then wait to have it returned back to us from the manufacturer, reassemble the unit and then ship it back to *** *** See below the e-mail that explained this to *** *** that was send to him shortly after the conversation between Theresa and himselfWe have absolutely no issue in honoring this warrantyWe just needed to make an exception to appease *** ***RMA Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me providing: CCTV Security Pros issues me a RMA number and an estimated repair time
I also want an apology as I did NOT ask for anything I was not entitled toI only wanted what CCTV security Pros stated in their written warranty that they (not some third party) would "repair or replace" a defective unit within the warranty periodNowhere in their warranty did it state a customer had to "disassemble an electronic device, remove a component that may or may not be defective (I have no way to test it) and expect me to fix it myself"To suggest that I wanted something that needed an "exception" and are only honoring their warranty to "appease me" is absolutely absurd.
Regards,
*** ***

Good Afternoon,As previously explained to Mr*** the wiring/cable going to the camera on both cameras had been cut thus voiding the warrantyIf the wiring was intact then we could have thoroughly tested the camera to assure that there was in fact an issue with it and attempt to repair itMr*** suggested that we repair the cable to the cameraWe cannot do this mainly because we do not carry replacements parts for these camerasThere is a reason why alterations to equipment voids the warrantySimply, there is no way for us to verify if the product was ever malfunctioningWe can not just send out brand new replacements for products that have been altered.Thank you for your time.Theresa, RMA Manager

Good Afternoon,On December 5, *** *** did purchase a system from us which contained (8) camerasOn April 14, 2015, Mr*** informed us that (2) of these cameras did not workWe sent him the return authorization and instructions on where to ship them backWe finally received these (2)
cameras on October 1, When we did receive them we saw that the one cable on each camera was cut therefore not allowing us to check the cameras to see if they are in fact badWe are not the manufacturer of these cameras and if our customer has equipment that stops working and it is still under warranty we can send it back to the manufacturer and they will test and repair or replace it if neededIf the equipment has been altered there is no way for the manufacturer to confirm that its a defective unit and will not reimburse us if we just send the customer out new camerasIf the cameras were installed an alternate way other than how they were intended then this liability falls on the installer and not our companyWe offer tech support and online tutorials that show how to install these cameras properlyAgain, we can not honor to repair or replace a camera that was intentially alteredPlease see attached pictures that show the end of the wire that was cutWe have offered the customer replacement cameras with a 15% discount and free shipping but can not replace them at no cost.Thank you for your inquiry,TheresaRMA ManagerPros Customer Support