Ann's Nails

Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemail. I 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 replace. I...

also tried calling another phone number that we had on file ###-###-#### but was told Mr. [redacted] didn't live there anymore. Our company keeps records all inbound calls and we do not have any phone records from either one of these phone numbers. Unless Mr. [redacted] called from a completely different phone number we do not have a record of any contact from him. I 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 either. We would be more than happy to honor the customer repair as he is still within the 3 year warranty period. Mr. [redacted] order #[redacted] was placed in February 2013 - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair it. Mr. [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 office. If he leaves a message he WILL get a call back.Thank you,[redacted]RMA ManagerPros Customer Support

Customer's order number was [redacted]  This order was placed on 9/11/14.  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 unit. Theresa told him that she would see if we here at Pros could come up with a solution/exception. Later 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 himself. We have absolutely no issue in honoring this warranty. We just needed to make an exception to appease [redacted]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 [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 to. I 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 period. Nowhere 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]

Good Afternoon,On December 5, 2014 [redacted] did purchase a system from us which contained (8) cameras. On April 14, 2015, Mr. [redacted] informed us that (2) of these cameras did not work. We sent him the return authorization and instructions on where to ship them back. We finally received these (2)...

cameras on October 1, 2015. 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 bad. We 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 needed. If 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 2 new cameras. If the cameras were installed an alternate way other than how they were intended then this liability falls on the installer and not our company. We offer tech support and online tutorials that show how to install these cameras properly. Again, we can not honor to repair or replace a camera that was intentially altered. Please see attached pictures that show the end of the wire that was cut. We 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

[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.
Regards,
[redacted]

Complaint: [redacted]
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 [redacted])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 2 cameras, the electrician even removed the 2 cams from their original place and put them on another pole, still nothing. So at that time I emailed CCTV to request to return the 2 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 6 working cams and the exterior cams.  Respectfully,[redacted]Association Inspector 
Regards,
[redacted]