CCTV Security Pros

Review: Ordered a security system with 8 cameras, system was ordered to be compatible with our existing system, system was installed by a certified electrician, electrician had to alter cameras (even though the system we ordered should have already been compatible) to work with our system, all cameras were installed the same way, but 2 cameras did not work, the remaining 6 cameras worked fine, I sent the 2 non-working cameras back to cctv security pros, they stated that they are no longer responsible for the equipment because the cameras had been altered.

We are not asking for a refund ,we just need 2 cameras that work. There solution to the situation was a 15% discount if we ordered 2 more cameras.

Why can't the cameras been sent back to the manufacture to be tested.Desired Settlement: To have the cameras replaced with working cameras.

Business

Response:

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

Consumer

Response:

Review: [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,

Business

Response:

Good Afternoon,As previously explained to Mr. [redacted] the wiring/cable going to the camera on both cameras had been cut thus voiding the warranty. If 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 it. Mr. [redacted] suggested that we repair the cable to the camera. We cannot do this mainly because we do not carry replacements parts for these cameras. There is a reason why alterations to equipment voids the warranty. Simply, there is no way for us to verify if the product was ever malfunctioning. We can not just send out brand new replacements for products that have been altered.Thank you for your time.Theresa, RMA Manager

Consumer

Response:

Review: [redacted]

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 say. I 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 elsewhere. I 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 [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.

Regards,