Hello,
Unfortunately due to the complainant purchasing this item in November last year, we will not be able to provide a refundFurthermore, Foscam Shenzhen (www.foscam.com) would need to be contacted in the case where a replacement needs to be requested, as we do not carry
stock of the products the complainant needs and will not be receiving further stock indefinitelyTherefore in order for the complainant to receive a working unit, he will need to contact the manufacturer for the process to get a replacement productThe complainant can contact the US brand of Foscam Shenzhen at www.foscammall.com
We sincerely apologize to the complainant for the issues mentionedWe created a return label via our preferred carrier, UPS, for the complainant to return the items to us free of charge on April 14, We will be handling the complainant's issues with strict adherence and will ensure the
complainant does not have to pay any out-of-pocket costs due to hardware defects on the productsIf any more information is needed, please don't hesitate to contact us back at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Please provide your registered agent's contact information so I may have them served with a small claims suit from the State of Nevada.
Regards,
We apologize sincerely for the complainants issues regarding the problems addressedWe would like to inform the complainant that all Foscam cameras do indeed have an auto-reconnect featureWhen the camera starts back up from power or if it loses connection, it will attempt to reconnect to the
wireless network automatically, this feature has been integrated in all of our cameras for many yearsThe issue with wireless connectivity sometimes has to do with ot*** factors outside of our control, such as the location of the camera, if t***e are ot*** devices utilizing the same ghz network, sometimes a combination of these factors can cause the camera to not be stable on the wireless networkIf the complainant would like to inquire more about the wifi hardware, they are more than welcome to contact the manufacturer of the products at ***
We are also deeply sorry about the incident that happened to the complainant's childThat being said, we are more than happy to offer the complainant a full refund on the order as well as to send a return label so the product can be sent back to usWe will send this information to the complainant as soon as possible
Hi G***,
We sincerely apologize for the issues regarding your order, we did encounter an issue with our payment processor during the time period in which you placed an orderThe order went through our payment processor but did not flow through into our website's backend, which is why no items were recorded as purchased, yet the payment went throughWe'd like to get more information on what you ordered so that we can rectify this as soon as possiblePlease do note that payment processors exist entirely separate of our website and are third party companies designed specifically to work with certain website hosting platformsThey are in no way related to us, and we do not store any of your financial information at allYou can research into our payment processor at *** if neededWe do see that a fulfillment was placed for x *** White camera and x *** cameras in our system, however this was placed manually so there must have been some kind of confirmation with an agent who tried to fulfill your order properlySince you stated there was an error on our part, we're more than happy to correct this as soon as possible and send a return label to have the mistakenly sent items returned to usPlease contact us at your earliest convenience so we can work together to resolve this situation and ensure your satisfaction
Dear the complainant,
We sincerely apologize for the issuesActually this order was shipped out promptly on May 28th, Please view your tracking number via *** at the following
link:
https:***
If you have any questions or concerns please contact us!
Dear Complainant,
We want to apologize for the confusion with the promotionWe no longer run the 20% off promotion, and it has changed to a 10% off promotionBecause of our misstep, we are sending you a one-time use 20% off coupon code that can
be used site wideHere's the code: OT20OFF
Please let us know if you need anything elseRegards,
Foscam Support Team
Hi ***,
We sincerely apologize for the issues at hand, we have sent over an email to contact you regarding your replacement which we will take care of free of chargePlease do contact us again if there are any questions or concerns, we'd be happy to address
them
Dear Complainant,
Once we receive the cameras, we will give you a full refundPlease let us know if there is anything else we can doRegards,
Foscam Support Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The actual response would have been acceptable, but it has
been an entire business week and they have yet to even send me an e-mail
stating that they received my complaintThey have only offered a hollow
response and have not attempted to follow through with itThey have my direct
line, my office line and my e-mailThey also did not offer to remove the baby
monitor example from their product, but at this point we just want our money
back
I run an I.Tfirm, all we do is networking technology, so their excuse
was also just that, an excuse, as the network capabilities are the actual
issueThe device does not check for a signal and auto reconnect, but if it is
true that it is losing signal, that means that they have a horribly designed
wireless card as the $usb card I got in the late 90's keeps a signal, fart***
away from our router in the same room and at the same angle, which means that
the signal has to travel through the same material and devicesThis completely
throws out their argument that they have nothing to fix on the device
Regards,
*** ***
We sincerely apologize to the complainant for the issues experienced.
Due to the camera being out of warranty as it was purchased more than year ago, unfortunately we will not be able to replace the cameras stated
However we are more
than happy to offer the same camera model at a heavily discounted price of per camera to the customer, as well as a discounted price on any other cameras of interestWe apologize again for the issues in updating the firmware and understand this sometimes may happen due to unfortunate circumstancesThe complainant may contact us directly at *** referencing this message to claim the given sales price for this camera model
Subject: Response to complaint ID ***
Hi ***
Please find our response to
this complaint below:
----
We apologize to the complainant for any issues regarding this matterWe would like to confirm that the customer was given a full refund for all items purchased in April Please see attached screenshot noting these recordsAccording to our last correspondence with the complainant, all issues were considered resolvedIf there are any outstanding issues, please feel free to contact us at ***
--
*** ***
Foscam Digital Technologies LLC
***
*** * ***
Hello,
We have attached proof of refunded funds via PayPal account for the complainantThe complainant can contact PayPal with the associated transaction ID's to request information on the refunds from PayPal's sideThese attachments are evidence to the fact that a refund in the full amount that had been received on June 6th was refunded to the complainant in fullThere are no funds being withheld from the complainant at this time
Good Morning MrFornof,
According to our records, we issued you a refund for order ***The reason for this was that the coupon code used was: 1) Hidden 2) Created for testing purposes 3) Not available for the public
The coupon code took created
a discount of $off of a large orderDue to this discrepancy, the order was refundedWe understand that this may not be what you wanted as a resolution, but we are willing to offer 15% off of your next order as a consonance for this misunderstanding.In the future, feel free to call our customer service support line at 713-893-*** if you have any questions
Good Afternoon -
Can you please provide your proof of purchase? When were these cameras purchased, from what source (direct or reseller), and when
did you first contact FDT (Foscam Digital Technologies) regarding this problem? We have now ceased working with Foscam *** Manufacturer) and have advised customers with product issues to contact the manufactureFDT LLC is the distributor.
You can find Foscam at www.foscam.com and their contact information is on http://foscam.com/company/contact-us. Phone: 1-844-344-1113Email: [email protected]
Thank you,
Revdex.com FDT LLC Team
Foscam has refunded the $8.00 for Ms. [redacted]'s account. The second charge was never processed (still pending) and canceled our billing department's end.
We apologize for the time it took to...
resolve this issue, but we believe this is the resolution Ms. [redacted] was looking for.
Thank you,
Foscam Digital Technologies
Complaint Involves:Billing or Collection Issues Customer’s Statement of the Problem:I purchased a camera that requires cloud cam service, I paid for an account. Unfortunately someone hacked all my devices, email everything. I contact foscam bout canceling the account but I didn't know the password someone changed it, the guy told me nothing could be done with the account without a password. I ended up making up a new account and purchased cloud service with a different cc #. I then couldn't get the cam to connect right, canceled that paid account the same day. First account was charged on Nov 20 second account Dec 3. I contacted Foscam Dec4th to discus refund, I have all emails the guy told me he would refund my money on both accounts on the 7th of Dec on the 9th I got an email stating they refunded my money. Today is Dec 18th and my money is still NOT refunded. Now when I contact the @billing my emails are coming back with delivery problems saying "The Recipient server did not accept our request to connect" you can not call you will be on hold for an hour every time and when you finally get to speak to someone they can't help you with your problem. I finally took the camera back to the store and returned it for a better one.Complaint Background:Product/Service: FoscamCloudPurchase Date: 11/20/2015Problem Occurred: 11/22/2015Model:Account Number:Order Number: 183521Name of Salesperson: Purchase Price: $0.00Disputed Amount: $0.00 Desired Settlement: I just want my money returned in a timely manner (its been a month on my 1st account) I don't know why they just won't refund it I only got to use the service or one day.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Complaint Detail / Problem
Complaint Type:
Customer Service Issues
select
Problem:
I rec'd an email stating this Re: ID # [redacted] has been closed, but this issue has not been closed or resolved. Your previous email to me did not include a link to respond, so I'm opening a new complaint ticket. Only have of my complain has been resolved regarding [redacted]. I did receive an order in the mail but it was an incorrect order and that's because as previously stated, [redacted] has no clue of what there system did with my information. The order I rec'd in the mail was incorrect and that's because they sent to me what was discussed on the phone. I did't tell them my actual order because I wanted to make sure they were able to find my information and verify the actual order. So, at this point I'm still most concerned about what happen all of my financial data and person data being somewhere they have no clue of where it is. I also would like my correct order.
Translate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
I want two things to happen regarding this. 1. I would like the correct cameras from my original order. 2. If they are unable to locate and identify my actual order and where my information was transmitted, I want them to pay for personal credit/ fraud monitoring so that I can be notified if there is any unknown activity used with my personal and financial information.
Regards,
The customer was refunded for their returned order immediately after they contacted us, the issue was resolved Nov 13 and the customer is satisfied at this juncture. We were not aware...
they had not received their refund, once they brought attention to the issue by following up with us we issued the refund as soon as we could. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I received an email from Foscam indicating that they will refund me the purchase price of the camera, which was $55.41, however they stated that I have to provide them my pay pal email address. I do not utilize pay pal, and I am not going to set up an account just for this purpose. So, they need to find a different means of refunding my purchase price.Also, I have received an additional email and 2 voicemails from foscam tech support when I was at work yesterday. What is their plan to get me set up? They are stating they would like to refund my purchase price, but they have not asked me to return the camera. So am I to keep the camera, and are they going to help set me up at no cost to me? What about being able to view the live feed at no charge? The whole point of me purchasing this camera, was that in the research I did, I understood that I could view the live feed from my camera on my smart phone for free. (I also had wanted to be able to record the feed as well, but I'm not sure if that will have a cost to it or not.) That is what my main goal still is.
Regards,
Melanie [redacted]
We apologize to the complainant for the issues experienced. Unfortunately due to the products being purchased last year, which surpasses our 30 day return policy period, we would be unable to proceed with a return for refund at this time. We are more than happy to replace these items for the...
complainant at no charge, and have sent an e-mail to the complainant to see if they would like to proceed with an RMA replacement under warranty due to the issues experienced with the items. We await the complainant's reply, and hope we can resolve this matter without further issues.
Hello,
Unfortunately due to the complainant purchasing this item in November last year, we will not be able to provide a refundFurthermore, Foscam Shenzhen (www.foscam.com) would need to be contacted in the case where a replacement needs to be requested, as we do not carry
stock of the products the complainant needs and will not be receiving further stock indefinitelyTherefore in order for the complainant to receive a working unit, he will need to contact the manufacturer for the process to get a replacement productThe complainant can contact the US brand of Foscam Shenzhen at www.foscammall.com
We sincerely apologize to the complainant for the issues mentionedWe created a return label via our preferred carrier, UPS, for the complainant to return the items to us free of charge on April 14, We will be handling the complainant's issues with strict adherence and will ensure the
complainant does not have to pay any out-of-pocket costs due to hardware defects on the productsIf any more information is needed, please don't hesitate to contact us back at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Please provide your registered agent's contact information so I may have them served with a small claims suit from the State of Nevada.
Regards,
We apologize sincerely for the complainants issues regarding the problems addressedWe would like to inform the complainant that all Foscam cameras do indeed have an auto-reconnect featureWhen the camera starts back up from power or if it loses connection, it will attempt to reconnect to the
wireless network automatically, this feature has been integrated in all of our cameras for many yearsThe issue with wireless connectivity sometimes has to do with ot*** factors outside of our control, such as the location of the camera, if t***e are ot*** devices utilizing the same ghz network, sometimes a combination of these factors can cause the camera to not be stable on the wireless networkIf the complainant would like to inquire more about the wifi hardware, they are more than welcome to contact the manufacturer of the products at ***
We are also deeply sorry about the incident that happened to the complainant's childThat being said, we are more than happy to offer the complainant a full refund on the order as well as to send a return label so the product can be sent back to usWe will send this information to the complainant as soon as possible
Hi G***,
We sincerely apologize for the issues regarding your order, we did encounter an issue with our payment processor during the time period in which you placed an orderThe order went through our payment processor but did not flow through into our website's backend, which is why no items were recorded as purchased, yet the payment went throughWe'd like to get more information on what you ordered so that we can rectify this as soon as possiblePlease do note that payment processors exist entirely separate of our website and are third party companies designed specifically to work with certain website hosting platformsThey are in no way related to us, and we do not store any of your financial information at allYou can research into our payment processor at *** if neededWe do see that a fulfillment was placed for x *** White camera and x *** cameras in our system, however this was placed manually so there must have been some kind of confirmation with an agent who tried to fulfill your order properlySince you stated there was an error on our part, we're more than happy to correct this as soon as possible and send a return label to have the mistakenly sent items returned to usPlease contact us at your earliest convenience so we can work together to resolve this situation and ensure your satisfaction
Dear the complainant,
We sincerely apologize for the issuesActually this order was shipped out promptly on May 28th, Please view your tracking number via *** at the following
link:
https:***
If you have any questions or concerns please contact us!
Dear Complainant,
We want to apologize for the confusion with the promotionWe no longer run the 20% off promotion, and it has changed to a 10% off promotionBecause of our misstep, we are sending you a one-time use 20% off coupon code that can
be used site wideHere's the code: OT20OFF
Please let us know if you need anything elseRegards,
Foscam Support Team
Hi ***,
We sincerely apologize for the issues at hand, we have sent over an email to contact you regarding your replacement which we will take care of free of chargePlease do contact us again if there are any questions or concerns, we'd be happy to address
them
Dear Complainant,
Once we receive the cameras, we will give you a full refundPlease let us know if there is anything else we can doRegards,
Foscam Support Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The actual response would have been acceptable, but it has
been an entire business week and they have yet to even send me an e-mail
stating that they received my complaintThey have only offered a hollow
response and have not attempted to follow through with itThey have my direct
line, my office line and my e-mailThey also did not offer to remove the baby
monitor example from their product, but at this point we just want our money
back
I run an I.Tfirm, all we do is networking technology, so their excuse
was also just that, an excuse, as the network capabilities are the actual
issueThe device does not check for a signal and auto reconnect, but if it is
true that it is losing signal, that means that they have a horribly designed
wireless card as the $usb card I got in the late 90's keeps a signal, fart***
away from our router in the same room and at the same angle, which means that
the signal has to travel through the same material and devicesThis completely
throws out their argument that they have nothing to fix on the device
Regards,
*** ***
We sincerely apologize to the complainant for the issues experienced.
Due to the camera being out of warranty as it was purchased more than year ago, unfortunately we will not be able to replace the cameras stated
However we are more
than happy to offer the same camera model at a heavily discounted price of per camera to the customer, as well as a discounted price on any other cameras of interestWe apologize again for the issues in updating the firmware and understand this sometimes may happen due to unfortunate circumstancesThe complainant may contact us directly at *** referencing this message to claim the given sales price for this camera model
Subject: Response to complaint ID ***
Hi ***
Please find our response to
this complaint below:
----
We apologize to the complainant for any issues regarding this matterWe would like to confirm that the customer was given a full refund for all items purchased in April Please see attached screenshot noting these recordsAccording to our last correspondence with the complainant, all issues were considered resolvedIf there are any outstanding issues, please feel free to contact us at ***
--
*** ***
Foscam Digital Technologies LLC
***
*** * ***
Hello,
We have attached proof of refunded funds via PayPal account for the complainantThe complainant can contact PayPal with the associated transaction ID's to request information on the refunds from PayPal's sideThese attachments are evidence to the fact that a refund in the full amount that had been received on June 6th was refunded to the complainant in fullThere are no funds being withheld from the complainant at this time
Good Morning MrFornof,
According to our records, we issued you a refund for order ***The reason for this was that the coupon code used was: 1) Hidden 2) Created for testing purposes 3) Not available for the public
The coupon code took created
a discount of $off of a large orderDue to this discrepancy, the order was refundedWe understand that this may not be what you wanted as a resolution, but we are willing to offer 15% off of your next order as a consonance for this misunderstanding.In the future, feel free to call our customer service support line at 713-893-*** if you have any questions
Good Afternoon -
Can you please provide your proof of purchase? When were these cameras purchased, from what source (direct or reseller), and when
did you first contact FDT (Foscam Digital Technologies) regarding this problem? We have now ceased working with Foscam *** Manufacturer) and have advised customers with product issues to contact the manufactureFDT LLC is the distributor.
You can find Foscam at www.foscam.com and their contact information is on http://foscam.com/company/contact-us. Phone: 1-844-344-1113Email: [email protected]
Thank you,
Revdex.com FDT LLC Team
Foscam has refunded the $8.00 for Ms. [redacted]'s account. The second charge was never processed (still pending) and canceled our billing department's end.
We apologize for the time it took to...
resolve this issue, but we believe this is the resolution Ms. [redacted] was looking for.
Thank you,
Foscam Digital Technologies
Complaint Involves:Billing or Collection Issues Customer’s Statement of the Problem:I purchased a camera that requires cloud cam service, I paid for an account. Unfortunately someone hacked all my devices, email everything. I contact foscam bout canceling the account but I didn't know the password someone changed it, the guy told me nothing could be done with the account without a password. I ended up making up a new account and purchased cloud service with a different cc #. I then couldn't get the cam to connect right, canceled that paid account the same day. First account was charged on Nov 20 second account Dec 3. I contacted Foscam Dec4th to discus refund, I have all emails the guy told me he would refund my money on both accounts on the 7th of Dec on the 9th I got an email stating they refunded my money. Today is Dec 18th and my money is still NOT refunded. Now when I contact the @billing my emails are coming back with delivery problems saying "The Recipient server did not accept our request to connect" you can not call you will be on hold for an hour every time and when you finally get to speak to someone they can't help you with your problem. I finally took the camera back to the store and returned it for a better one.Complaint Background:Product/Service: FoscamCloudPurchase Date: 11/20/2015Problem Occurred: 11/22/2015Model:Account Number:Order Number: 183521Name of Salesperson: Purchase Price: $0.00Disputed Amount: $0.00 Desired Settlement: I just want my money returned in a timely manner (its been a month on my 1st account) I don't know why they just won't refund it I only got to use the service or one day.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Complaint Detail / Problem
Complaint Type:
Customer Service Issues
select
Problem:
I rec'd an email stating this Re: ID # [redacted] has been closed, but this issue has not been closed or resolved. Your previous email to me did not include a link to respond, so I'm opening a new complaint ticket. Only have of my complain has been resolved regarding [redacted]. I did receive an order in the mail but it was an incorrect order and that's because as previously stated, [redacted] has no clue of what there system did with my information. The order I rec'd in the mail was incorrect and that's because they sent to me what was discussed on the phone. I did't tell them my actual order because I wanted to make sure they were able to find my information and verify the actual order. So, at this point I'm still most concerned about what happen all of my financial data and person data being somewhere they have no clue of where it is. I also would like my correct order.
Translate
Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
select
Desired Outcome:
I want two things to happen regarding this. 1. I would like the correct cameras from my original order. 2. If they are unable to locate and identify my actual order and where my information was transmitted, I want them to pay for personal credit/ fraud monitoring so that I can be notified if there is any unknown activity used with my personal and financial information.
Regards,
The customer was refunded for their returned order immediately after they contacted us, the issue was resolved Nov 13 and the customer is satisfied at this juncture. We were not aware...
they had not received their refund, once they brought attention to the issue by following up with us we issued the refund as soon as we could. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I received an email from Foscam indicating that they will refund me the purchase price of the camera, which was $55.41, however they stated that I have to provide them my pay pal email address. I do not utilize pay pal, and I am not going to set up an account just for this purpose. So, they need to find a different means of refunding my purchase price.Also, I have received an additional email and 2 voicemails from foscam tech support when I was at work yesterday. What is their plan to get me set up? They are stating they would like to refund my purchase price, but they have not asked me to return the camera. So am I to keep the camera, and are they going to help set me up at no cost to me? What about being able to view the live feed at no charge? The whole point of me purchasing this camera, was that in the research I did, I understood that I could view the live feed from my camera on my smart phone for free. (I also had wanted to be able to record the feed as well, but I'm not sure if that will have a cost to it or not.) That is what my main goal still is.
Regards,
Melanie [redacted]
We apologize to the complainant for the issues experienced. Unfortunately due to the products being purchased last year, which surpasses our 30 day return policy period, we would be unable to proceed with a return for refund at this time. We are more than happy to replace these items for the...
complainant at no charge, and have sent an e-mail to the complainant to see if they would like to proceed with an RMA replacement under warranty due to the issues experienced with the items. We await the complainant's reply, and hope we can resolve this matter without further issues.