EP Technology Corporation U.S.A

We have communicated with the customer that we can warranty the product through our Facebook page However, depending on where the item was purchased, we cannot offer a refund if the purchase was at a 3rd party store That 3rd party store will have to fulfill the request for refund
We, Zmodo, as the manufacturer will warranty the product for any defects

I am rejecting this response because: What this person said is a complete lieThey sent me the equipment back with any letter explain me the issue, also I contacted them after I received the equipment and the Hard Drive was disconnect, I contact the customer Service to ask why I received the equipment without the Hard Drive they told me to open the DVR and verify the Hard drive wasn't disconnect, and yes they sent me my equipment without fix anything and for they information the problem isn't with the Hard Drive because I bought another hard Drive and do the same thingI'm able to format the Hard drive using the computer but at the time I connected to the DVR they gave me the same error so that mean is an issue with the Motherboard or the software

Initial Business Response /* (1000, 5, 2015/10/26) */
My name is [redacted] and I would be happy to follow up with this inquiry. I am very sorry to hear that our mutual client has had a poor experience in trying to get his recorders repaired. I am at a loss in replying at this time because I...

was unable to locate any invoice, email records, or call records so I am unsure exactly which agent our mutual customer spoke to or what messages were given to him.
Generally, the warranty on items purchased prior to March 2015 have a one year manufacturer's warranty unless an extended warranty was purchased at the time of the invoice. Analog items purchased after March 2015 have a two year manufacturer's warranty. If an agent informed our mutual customer that his DVR was out of warranty, then the agent would have needed to confirm that the invoice date was at least 12 months before he called in.
Our phone switchboard software estimates your wait time to speak to an agent based on how long it has taken previous callers to wait to speak to an agent. I apologize that this can be confusing, but it is the only option offered by our software at this time.
Without additional invoice information, I am sorry to say that I cannot offer any additional solution. I encourage our mutual customer to email a copy of his invoice to [redacted]@zmodo.com so that I can see if there are any options that I can offer. If he also lets me know which phone number he used to call in and speak to someone, I'll be able to look up the phone recording and gather more information that way. I see no records of anyone calling in from XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2016/03/15) */
We reached out to Mrs. [redacted] and confirmed her product was working. We confirmed our chat service and email service has been responding to customer complaints. We apologize for any delay in responding to her requests.

Initial Business Response /* (1000, 5, 2015/08/04) */
Hello,
My name is [redacted], and I would be happy to answer this inquiry. I am sorry to hear that our customer has been unable to contact our technical support by phone. I searched his provided phone number and I saw no attempted incoming calls...

from this number.
I have added our customer's inquiry to our tech support callback list and he will be receiving a call within the next business day.
I think it is likely that our customer was unable to contact us because he was trying the wrong phone number. If you go to zmodo.com then click on "Support" then click on "Call Us" the correct number that is listed for technical support is XXX-XXX-XXXX. Technical support agents monitor this phone line Monday - Friday from 8am-8pm CST.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Unfortunately, the items purchased only had a 1 year warranty.  Our cameras systems did not have a 2 year warranty until March 1, 2015.   The original purchase date was 12-13-14, therefore, putting the system out of warranty.

I am rejecting this response because:
I have already filed a complaint recently with the Revdex.com and the last contact was on 2/6/17. I complied to accept the communication from the company on which I am complaining. However, I did write back and ask what do I do when the company does not have somebody me? Some how I knew they would not get in touch with me. So now what do I do? I do not plan to let up on this company because they make no attempts to contact their customers nor do they make it easy to get in touch with them.

Sorry about the delays on this refund.  We have received the items from the original order and will process the refund today.

As part of our warranty repair or replacements, our returns department will thoroughly test a product for the defect that is claimed by our customers.  Upon receiving Alberto's digital video recorder, we noticed that the hard drive is not a hard drive designed for digital video recorder....

 We were able to test the DVR and update it to the latest software but the hard drive is bad.  Our Zmodo DVR tested fine but with a bad hard drive will not allow the customer to record.  Since it was not originally installed by our technicians and sold by a third party seller, we cannot warranty the hard drive as it is not directly affiliated with our company. The brand of hard drive the customer has is [redacted] and can be warrantied through [redacted].  Zmodo can only warranty hard drives that were bought and sold through our direct retailers. Regards,[redacted]

I am rejecting this response because: they should have...

advised me that the system was out of warranty before they tol me to return the camara to them, and then they told me they were working to replace the camara. They still have my camera and are refusing to return it. To me without me paying them to return it to me. They should have advised me of the system being out of warrenty before they told me to send it to them and they should also advised me of a charge to return the camara. They did not. Not to mention they been holding my camara for approximately 8 to 9 months.

We will have the manager or assistant manager contact Brittany to help resolve her issue with the camera.

I am rejecting this response because:
I got different answers from different CS. You need provide return shipping labels for RMA, not just a number. I also offer your cross authorization as your CS suggested.

Initial Business Response /* (1000, 10, 2016/10/07) */
Reached out to the number provided and left voice mails with the phone number and hours of support.
Initial Consumer Rebuttal /* (2000, 12, 2016/10/11) */
The company's support rep left me a message on Friday asking to call them either...

early in the morning or later in the evening for a better support experience due to the hold times. I will try calling this week and see if I can get through and get the support I need.

Initial Business Response /* (1000, 10, 2016/03/02) */
We contacted Mr. [redacted] and confirmed that he had a warranty claim RMA created and confirmed that he would be sending his unit back for a replacement. Mr. [redacted] should contact us if he has any other questions or concerns about the RMA...

process.

We have replaced multiple cameras for [redacted], however this issue this time around is the camera recorder.  Our warranty policy for repairs or replacements requires that high dollar items be returned to be inspected for the defect, then replaced, and sent to the customer.[redacted] is...

refusing to send back the recorder and demands that one is sent to her first.  We will honor the warranty replacement for the recorder as soon as the defective one is returned. Regards,George [redacted]

Initial Business Response /* (1000, 7, 2016/05/18) */
We reached out to the customer on 5/4/16 to setup a warranty replacement. The customer has received their 2 replacements cameras as of now. :[redacted] RMA.JPG:
Initial Consumer Rebuttal /* (2000, 9, 2016/05/19) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
They sent me a new camera.

For a refund, the person would need to contact the seller.  However, it seems the customer is not doing the setup properly.  If possible, we can reach out to the customer to schedule a call to assist him with the initial setup.

Initial Business Response /* (1000, 7, 2016/10/14) */
Left customer a voice mail and email.
CS-7JXXXXXXXX-XXXX::

Initial Business Response /* (1000, 5, 2015/06/23) */
Good afternoon,
My name is [redacted], and I am happy to follow up with this inquiry.
I can see from the notes on the most recent warranty return (RMA-6EXXXXXXXX-HF) that a replacement NVR has already been shipped to our mutual customer on...

June 4th and delivered on June 8th.
I also see on the notes for the most recent RMA that our mutual customer is using a 7200RPM Seagate Barracuda brand Hard Drive, which is actually not a support type of Hard Drive for this NVR unit.
It was communicated to our mutual customer that the original NVR sent back for test in April was found to be non-defective and that our technicians tested the original NVR with 4 test Hard Drives with no problems.
I am very confident that the NVR did not destroy any Hard Drives. When a non-supported desktop Hard Drive is used in an NVR (such as the 7200RPM Seagate Barracuda) the NVR will correctly read the Hard Drive for several weeks before being unable to record at the speed required by the desktop Hard Drive. When this happens, the Hard Drive is undamaged however the NVR is no longer able to read and write to that drive.
If our mutual customer uses a supported surveillance-rated Hard Drive such as a Western Digital Purple or Seagate Pipeline Hard Drive, the NVR will correctly read and write to the Hard Drive with no issues.
Please let me know if I can answer any further questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not test the last NVR it was password protected and it was not reset. I did not give them the password because they were suppose to reset it. I am certified as a computer forensics investigator and instructor. The hard drives that the system destroyed were also studied in my lab to find that the hard drives boards were burned by the system. I spent days, hours and weeks trying to get their company to replace the system or credit my card with no response. They sent a replacement after they found that I submitted the complaint. I have 4 hard drives that I paid 2 @$62 and 2@ $94 that meets all the specifications from the manufacturer that I paid for and now are bad because of the last system. I am using the same name brand and type drive in the current system with NO problems at all. The only reason they responded with another system is because of the complaint and it was just received right after this.

Initial Business Response /* (1000, 5, 2015/06/03) */
Hello,
My name is [redacted], and I am happy to follow-up with this inquiry.
I've read over our customer's two returns, and I have spoken to him personally on the phone several times. The underlying issue was that the DVR that our...

customer received had a defect. Our customer shipped this DVR to our company using our pre-paid shipping label, and the DVR was repaired by a service technician. It should also be noted that when our customer originally placed his order, we were out of stock of the DVR that he had ordered therefore we upgraded his DVR to a DVR model with additional features and same quality & software.
Our customer spoke to a support agent before his original DVR was returned to him and insisted that we replace the DVR regardless of the fact that the DVR had been repaired. It was communicated verbally at that time to our customer that we were now out of stock of the upgraded model. We had the option to either replace his DVR with the model that was supposed to come with his order or we could send him his original repaired DVR which was the upgraded model. Our customer choose to have his DVR replaced.
Upon receiving the replacement DVR, our customer called our office again asking why he received a downgraded DVR. The support agent explained that we shipped the DVR model that was supposed to be included in the original order. At the time of this call, our inventory was full on all models therefore we offered to replace the DVR that was currently in his possession with the same model of DVR that he had originally received. Our customer accepted this solution and shipped this DVR to our company using our pre-paid shipping label. This second replacement DVR was shipped to our customer on 5/20 and has since been delivered.
To the best of my knowledge, our customer has the correct DVR in his possession and our company has covered all return shipping costs for both times when our customer returned a DVR to our office. I am also showing that all messages from our customer were returned within 48 hours by either email or a call back. In a recent phone conversation between [redacted] and our customer, [redacted] informed our customer that our call center would be forced to restrict support communication with him to email only if he continues to use aggressive and abusive language over the phone with support call center agents. We have not yet implemented any restriction, and our customer has the option of using our phone support.
Our company policy is to only offer the option to return an order for refund within the first 30 days of the purchase date, however for this customer we would be able to make an exception and begin the process to return for refund if this is his desired solution at this time. Please let me know if this is the case, and I will be happy to begin the return process.
Best regards,
[redacted]