Knowing that our products can be complicated – especially for new customers – we introduced the concept of a FLIR ‘customer success advocate’This employee’s contact information is given to buyers from our online store via an email sent shortly after the product is shipped Unfortunately in this case, the automated notification was sent while the person in question was on vacation, and he forgot to update his voicemail with instructions to contact someone else to address any immediate issuesTo further compound the issue, there was poor communication by the company doing our fulfillment of these orders, for which we have initiated additional training As of this moment we have been in contact with the customer, issued a pre-paid RMA, and will refund her purchase as soon as the product is receivedWe’re very sorry she had such a bad experience, and will ensure we’re continuing to monitor the remaining tasks to bring this to an appropriate completion All customer communication touchpoints are being audited to ensure this doesn’t happen again
We have been in contact with the customer and have agreed to a full refund once the unit has been returned A shipping label has been sent to the customer and the refund will be issued once the unit arrives
Complaint: [redacted] I called back multiple times and was on hold for foreverI also never got an email from FLIR or LorexI just checked my spam folder and never got anything from themI have a ticket open and a replacement request but I also never got contacted for that eitherSince this will be public on Revdex.com I will not post my email here, however if you check the ticket under my name on Lorex then I will send a comment with my email just in case it was entered wrong Sincerely, [redacted] ***
Hi There We are rushing out cameras and cables as requested by this customer However, we'd like to point out that the system in question is one of our more robust ones with little or no issues Furthermore, we have already replaced the DVR for this customer back in September It is near impossible that the problem lies in all of these components malfunctioning at the same time Going forward we would recommend this customer have the troubleshooting done by a Lorex Qualified Technician at [redacted] (ask for a Tier Technician) This will eliminated any frustrations with misdiagnosis and delays Thank you & Regards LOREX TECHNOLOGIES
I am writing you in response to the above referenced complaint that was submitted on 2/17/The issuebehind this complaint has been successfully resolved and a corresponding notification has been posted to ourwebsiteThe reported problem arose as a result of Apple no longer supporting 32-bit applications in iOSWesubsequently developed a 64-bit application which was compatible with the new iOS and it was in review forrelease in the iTunes store at the time this complaint was receivedThe revised iOS compatible app correctingthis problem was released by Apple on the iTunes store on March of This new application fully solvesthe reported problem.We have attempted to contact the person submitting this complaint on several occasions both via phone andemail and have received no reply.Please let us know if we can be of further assistance.Best Regards, Andrew CT***President and CEOFLIR Systems, Inc
Our customer service team has reached out to this consumer several times by email and by phone (9/and 9/28) and have not been able to reach him We sent him the latest firmware for his system along w/ instructions how to load but haven’t received any feedback whether he received it or if it solved his issue At this point we will wait until we hear back from the customer
We purchased an camera DVR security system (Model DV708-D) with year warranty LWR-1032016-on 01/03/I have called in replacement ticket orders on 03/01, 03/14, 03/23, 09/08, 10/01, 10/12, 11/08, 11/16, 12/16/2016, 01/23, 03/20/We have received replacements for DVRs, cables, power cords, and camerasThis system is truly defunct and should have been fully replaced after the first DVR and a few cameras, which I had requested early onWe have paid our technician $for the replacement installations and troubleshooting requested by FLIR/Lorex tech support analystsThus far we have paid a total of $for the system ($498.69), replacement installations, and troubleshootingWe are still stuck with a system that to date is still not working properly (cameras completely out, camera flickering will probably go out soon) poor technical support, insufficient customer service, and worst of all a lack of common sense that would dictate that something is seriously wrong with this system, as a courtesy, the system should have been upgraded and a refund of some of our replacement installation costsEach call to technical support and customer service was a nightmare with a 1-hour hold time to start and no resolution to our problems with this systemThe last call I made on 03/20/2017, I requested an (NEW) upgraded security camera system and a partial refund of $of our replacement installation costs due to the fact that we again, need to pay our technician for the installationOur home was broken into 12/24/and we need a reliable security camera systemBoth myself and my husband are disabledOur income is limitedTo have paid close to two times the amount paid for the system in replacement installations and troubleshooting doesn't make sense and it should have never gone so far off the deep endOverall, the service we have received have been substandard to say the least and beyond unacceptable.We want an upgraded NEW camera DVR security system with an extended warranty and partial refund of replacement installations and troubleshooting of at least $of the $spent for these services-OR- refund of the total amount paid $and at least $of the $spent for replacement installations and troubleshooting
Hi There Refund processed today This customer has been emailed the proof The reason the order was not refund earlier is because the customer filed a Chargeback with Visa Visa withdrew the money from our account until the dispute was settled in Lorex's favor Thank you LOREX
Knowing that our products can be complicated – especially for new customers – we introduced the concept of a FLIR ‘customer success advocate’This employee’s contact information is given to buyers from our online store via an email sent shortly after the product is shipped Unfortunately in this case, the automated notification was sent while the person in question was on vacation, and he forgot to update his voicemail with instructions to contact someone else to address any immediate issuesTo further compound the issue, there was poor communication by the company doing our fulfillment of these orders, for which we have initiated additional training As of this moment we have been in contact with the customer, issued a pre-paid RMA, and will refund her purchase as soon as the product is receivedWe’re very sorry she had such a bad experience, and will ensure we’re continuing to monitor the remaining tasks to bring this to an appropriate completion All customer communication touchpoints are being audited to ensure this doesn’t happen again
We have been in contact with the customer and have agreed to a full refund once the unit has been returned A shipping label has been sent to the customer and the refund will be issued once the unit arrives
Complaint: [redacted] I called back multiple times and was on hold for foreverI also never got an email from FLIR or LorexI just checked my spam folder and never got anything from themI have a ticket open and a replacement request but I also never got contacted for that eitherSince this will be public on Revdex.com I will not post my email here, however if you check the ticket under my name on Lorex then I will send a comment with my email just in case it was entered wrong Sincerely, [redacted] ***
Hi There We are rushing out cameras and cables as requested by this customer However, we'd like to point out that the system in question is one of our more robust ones with little or no issues Furthermore, we have already replaced the DVR for this customer back in September It is near impossible that the problem lies in all of these components malfunctioning at the same time Going forward we would recommend this customer have the troubleshooting done by a Lorex Qualified Technician at [redacted] (ask for a Tier Technician) This will eliminated any frustrations with misdiagnosis and delays Thank you & Regards LOREX TECHNOLOGIES
I am writing you in response to the above referenced complaint that was submitted on 2/17/The issuebehind this complaint has been successfully resolved and a corresponding notification has been posted to ourwebsiteThe reported problem arose as a result of Apple no longer supporting 32-bit applications in iOSWesubsequently developed a 64-bit application which was compatible with the new iOS and it was in review forrelease in the iTunes store at the time this complaint was receivedThe revised iOS compatible app correctingthis problem was released by Apple on the iTunes store on March of This new application fully solvesthe reported problem.We have attempted to contact the person submitting this complaint on several occasions both via phone andemail and have received no reply.Please let us know if we can be of further assistance.Best Regards, Andrew CT***President and CEOFLIR Systems, Inc
Three replacement cameras are being rushed out to this customer She will also be emailed a prepaid UPS label to return the defectives thank youLOREX
Our customer service team has reached out to this consumer several times by email and by phone (9/and 9/28) and have not been able to reach him We sent him the latest firmware for his system along w/ instructions how to load but haven’t received any feedback whether he received it or if it solved his issue At this point we will wait until we hear back from the customer
We purchased an camera DVR security system (Model DV708-D) with year warranty LWR-1032016-on 01/03/I have called in replacement ticket orders on 03/01, 03/14, 03/23, 09/08, 10/01, 10/12, 11/08, 11/16, 12/16/2016, 01/23, 03/20/We have received replacements for DVRs, cables, power cords, and camerasThis system is truly defunct and should have been fully replaced after the first DVR and a few cameras, which I had requested early onWe have paid our technician $for the replacement installations and troubleshooting requested by FLIR/Lorex tech support analystsThus far we have paid a total of $for the system ($498.69), replacement installations, and troubleshootingWe are still stuck with a system that to date is still not working properly (cameras completely out, camera flickering will probably go out soon) poor technical support, insufficient customer service, and worst of all a lack of common sense that would dictate that something is seriously wrong with this system, as a courtesy, the system should have been upgraded and a refund of some of our replacement installation costsEach call to technical support and customer service was a nightmare with a 1-hour hold time to start and no resolution to our problems with this systemThe last call I made on 03/20/2017, I requested an (NEW) upgraded security camera system and a partial refund of $of our replacement installation costs due to the fact that we again, need to pay our technician for the installationOur home was broken into 12/24/and we need a reliable security camera systemBoth myself and my husband are disabledOur income is limitedTo have paid close to two times the amount paid for the system in replacement installations and troubleshooting doesn't make sense and it should have never gone so far off the deep endOverall, the service we have received have been substandard to say the least and beyond unacceptable.We want an upgraded NEW camera DVR security system with an extended warranty and partial refund of replacement installations and troubleshooting of at least $of the $spent for these services-OR- refund of the total amount paid $and at least $of the $spent for replacement installations and troubleshooting
Hi There Refund processed today This customer has been emailed the proof The reason the order was not refund earlier is because the customer filed a Chargeback with Visa Visa withdrew the money from our account until the dispute was settled in Lorex's favor Thank you LOREX