We apologize for the issues the complainant has faced, we will be contacting the complainant with some options that might work in regards to a replacement product.
Revdex.com:
This letter is to inform you that Foscam Digital Technologies, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/2014 1:06:24 AM and assigned ID [redacted]
Regards,
Hello [redacted]We truly are sorry for this error in processing. We wanted to inform you that your RA is ready to be shipped. You can track your shipment on the [redacted] website. Please find your tracking confirmation number below:[redacted]Please allow 24-72 hours for...
the tracking number to show movement.If you have additional questions or concerns, please do not hesitate to inform us.Again, we apologize for this inconvenience.
Dear Complainant,
We apologize for the frustrations with your camera. We will promptly issue you a refund, and I'll escalate your complaint to our best support technician who will be in contact with you soon.
Please let me know if there is anything more we...
I apologize for the issues you are having with your Foscam Baby Monitor. Unfortunately, [redacted] formally Foscam Digital Technologies) no longer handles manufacturer related warranty issues. You should forward this request to the manufacturer directly, FOSCAM [redacted]...
[redacted]
To help explain why this is happening, I will pull our official press release from our website, www.foscam.us.
[redacted] (aka Foscam Digital Technologies and now Amcrest Technologies), are an independent United States based distributor of "Foscam" branded products. We have been offering telephone support, US local warranty and building the Foscam brand in the US for the past 7 years. However, we are deeply saddened to report that, even after all of this, our overseas suppliers have decided to undercut us and supply to our major customers directly. For this reason, we have no choice but to suspend telephone support for all Foscam branded products. If you have purchased a Foscam camera directly from us or from one of our authorized retailers, technical support is still available via email at [redacted]
I would be more than happy to provide you a free [redacted] but we no longer have inventory, parts, or support manufacturer returns with Foscam Baby Monitor any longer. [redacted]
Thank you,
Revdex.com Foscam Digital Technologies Team
Revdex.com:
This letter is to inform you that Foscam Digital Technologies, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/29/2015 4:32:21 PM and assigned [redacted]
Regards,
[redacted] Gilliland
We sincerely apologize to the complainant for the issues at hand, we're more than happy to refund the complainant in full without receiving the items back. The complainant can be reassured that a refund was submitted
sans-serif;">**-Mar-2014 13:35:13, the refund should be posted to the issuing bank within 2 - 3 business days. Again, we apologize for the inconvenience and frustration caused, we hope this full refund will satisfy any outstanding issues the customer has.
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. Ok first of all the person that responded was the same it that was on the phone on 7-31. What you said is not true, had you been LISTENING when I called [redacted] on 7-31 they confirmed that 7-30 was DAY 1 and 7-31 was DAY 2. I did not receive my package until 8-3. I tried to get you to call [redacted] from your end to double confirm but you refused. You also gave me a fake ext that didn't work for your self and also for the shipping department. So don't come back on a complaint and THINK that you resolved something that you haven't. You said you believed me when we were on the phone but OBVIOUSLY you did not since you're trying to tell me the same thing you told me on the phone before I called [redacted], This has not been resolved yet.
Regards,
[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 would be satisfactory to me.
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. My credit card was charged on June 6th and I have yet to receive a refund.
This is the first I've heard about this coupon issue. I simply clicked on one of the many emails you send me everyday.
I would like a full refund to be posted on my credit card or the order to be honored as I already paid for the items.
Regards,
I apologize for the confusion. I will explain by pulling directly from our previous website.
"We, Foscam.US (aka Foscam Digital Technologies), are an independent United States based distributor of "Foscam" branded products. We have been offering telephone support, US local warranty and building the Foscam brand in the US for the past 7 years. However, we are deeply saddened to report that, even after all of this, our overseas suppliers have decided to undercut us and supply to our major customers directly. For this reason, we have no choice but to suspend telephone support for all Foscam branded products. If you have purchased a Foscam camera directly from us or from one of our authorized retailers, technical support is still available via email [email protected].
For customers who have not purchased from us directly, we advise you to please contact Foscam Shenzhen or the distributor which you have purchased from."
It is for this reason that you must now contact Foscam, the manufacturer, directly. Again, they can be reached in multiple ways by referring to their Contact page on www.foscam.com/company/contact-us.
Revdex.com at Foscam Digital Technologies
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 contacted the phone number provided and spoke to someone in the customer service department. They told me that even though they were Foscam, my camera is not covered by "their company" and I need to contact [email protected]. At this point I am completely confused, I dont understand why I am emailing a different company with the same name. Further, this is the same email address I contacted in the beginning, which did not provide any resolution. I refuse to email them again.
At this point, I have contacted [redacted], the original seller, and have provided proof of Foscam's refusal to provide a replacement or repair the camera. They have offered to pay us 80% of the original cost, and accept the item as a return, even though they are not obligated to.
Yet again, Foscam has horrible customer service and did not even offer to resolve this issue despite offering to show the customer service department I spoke with today the emails stating that this support department can not assist us.
Regards,
[redacted]
We sincerely apologize to the complainant for the ongoing issues in relation to this case.
We are attaching a few images that show the disassembled camera found within the box we received by the customer.
The box clearly shows the customers...
order number on the side, along with the RMA packing slip located inside the shipping box that correlates to the complainants order and return authorization.
As seen in the images, the product was severely disassembled and the dome of the product was missing completely. We explicitly state on all of our return authorizations, as well as our website, that cameras returned under defective or misused circumstances will not be replaced. However, we are willing to offer the customer a replacement of this product for our standard $45.00 replacement fee. This covers the expenses of the product being sent to us in a misused state. The product must now be disposed of and cannot be refurbished in any way.
Please see return and replacement policy here: [redacted]
Please let us know if you have any other questions at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Since Foscam is standing behind their product, I would like to remove this complaint totally so that it does not show up at all, if possible
I also want to Thank Foscam for helping me out with this issue.
Please let Foscam know that I am happy customer since they helped me out with my issue
Even before filing this complaint, one of my co-workers was needing some IP cameras to monitor his old house until he could get it sold, since he moved to another state and he want to be able to check in on his house
I highly recommended your Foscam cameras, even tho I had some issues with mine, he bought three of them
Thanks
[redacted]
Dear Complainant,
We looked into this case, and have found that the customer's order was shipped as needed. The customer received the package in 2 business days, since he ordered at 9:30pm CST we cannot ship out the package to him in the same day. All orders ordered after 2:30pm...
CST have to be processed the next business day.
The package was shipped out to him in time (2 business days) according to [redacted].
Once we receive the cameras, we will issue a full refund.
Regards,
Raheel
Revdex.com:
This letter is to inform you that Foscam Digital Technologies, LLC has not carried out to my satisfaction the resolution it for my complaint, filed on 6/9/2014 12:34:15 PM and assigned ID [redacted]
Regards,
We sincerely apologize to the complainant for the issues faced with their product. We'd be more than happy to offer the kit as suggested by the complainant for $90.00, this is what we offered in our last correspondence as well. The customer can contact us at [redacted] and reference the issues as well as the Revdex.com case, and we'd be happy to send an invoice for the kit and ship out the products once payment is processed.
Please note that the referenced forum thread refers to the [redacted] (version 1) of this product, which was superceded by the [redacted] (version 2) model which resolves most issues customers were having. We were also offering free upgrades to the V2 version of this model to any customers who still had the V1 model due to the issues experienced.
In addition, please also note that when upgrading firmware there are a variety of issues that can cause a camera to become bricked during the process, such as losing connection with the camera during an upgrade.
Regardless, we are still willing to offer the bundled product for $90.00 as the complainant has requested. We hope this can meet the complainant's satisfaction. If there are any other issues or concerns, please feel free to contact us at [redacted]
[redacted] -
Thank you for that information.
Your second refunded has been processed.
We hope that this resolves the issue.
Thank you cor contacting Foscam,
[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 would be satisfactory to me. Thank You for My refunds!
This customer has been issued an [redacted] form as of Dec 29. He has expressed he is happy with us exchanging the unit and we have requested he rescind his compliant. Also it should be noted that the customer did not contact the support line where he bought the unit, which was Ebay. If he had emailed...
Ebay or the Baofeng website under support he would have gotten a faster response. Instead he emailed Foscam which is not the brand that he bought. This combined with the holidays caused a slightly delayed response to his claim. As mentioned the issue has been handled and the customer is satisfied.
We apologize for the issues the complainant has faced, we will be contacting the complainant with some options that might work in regards to a replacement product.
Revdex.com:
This letter is to inform you that Foscam Digital Technologies, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/2014 1:06:24 AM and assigned ID [redacted]
Regards,
Hello [redacted]We truly are sorry for this error in processing. We wanted to inform you that your RA is ready to be shipped. You can track your shipment on the [redacted] website. Please find your tracking confirmation number below:[redacted]Please allow 24-72 hours for...
the tracking number to show movement.If you have additional questions or concerns, please do not hesitate to inform us.Again, we apologize for this inconvenience.
Dear Complainant,
We apologize for the frustrations with your camera. We will promptly issue you a refund, and I'll escalate your complaint to our best support technician who will be in contact with you soon.
Please let me know if there is anything more we...
can do.
Regards,
Hasan
I apologize for the issues you are having with your Foscam Baby Monitor. Unfortunately, [redacted] formally Foscam Digital Technologies) no longer handles manufacturer related warranty issues. You should forward this request to the manufacturer directly, FOSCAM [redacted]...
[redacted]
To help explain why this is happening, I will pull our official press release from our website, www.foscam.us.
[redacted] (aka Foscam Digital Technologies and now Amcrest Technologies), are an independent United States based distributor of "Foscam" branded products. We have been offering telephone support, US local warranty and building the Foscam brand in the US for the past 7 years. However, we are deeply saddened to report that, even after all of this, our overseas suppliers have decided to undercut us and supply to our major customers directly. For this reason, we have no choice but to suspend telephone support for all Foscam branded products. If you have purchased a Foscam camera directly from us or from one of our authorized retailers, technical support is still available via email at [redacted]
I would be more than happy to provide you a free [redacted] but we no longer have inventory, parts, or support manufacturer returns with Foscam Baby Monitor any longer. [redacted]
Thank you,
Revdex.com Foscam Digital Technologies Team
Revdex.com:
This letter is to inform you that Foscam Digital Technologies, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/29/2015 4:32:21 PM and assigned [redacted]
Regards,
[redacted] Gilliland
We sincerely apologize to the complainant for the issues at hand, we're more than happy to refund the complainant in full without receiving the items back. The complainant can be reassured that a refund was submitted
sans-serif;">**-Mar-2014 13:35:13, the refund should be posted to the issuing bank within 2 - 3 business days. Again, we apologize for the inconvenience and frustration caused, we hope this full refund will satisfy any outstanding issues the customer has.
Revdex.com:
t that was on the phone on 7-31. What you said is not true, had you been LISTENING when I called [redacted] on 7-31 they confirmed that 7-30 was DAY 1 and 7-31 was DAY 2. I did not receive my package until 8-3. I tried to get you to call [redacted] from your end to double confirm but you refused. You also gave me a fake ext that didn't work for your self and also for the shipping department. So don't come back on a complaint and THINK that you resolved something that you haven't. You said you believed me when we were on the phone but OBVIOUSLY you did not since you're trying to tell me the same thing you told me on the phone before I called [redacted], This has not been resolved yet.
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. Ok first of all the person that responded was the same i
Regards,
[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 would be satisfactory to me.
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. My credit card was charged on June 6th and I have yet to receive a refund.
This is the first I've heard about this coupon issue. I simply clicked on one of the many emails you send me everyday.
I would like a full refund to be posted on my credit card or the order to be honored as I already paid for the items.
Regards,
I apologize for the confusion. I will explain by pulling directly from our previous website.
"We, Foscam.US (aka Foscam Digital Technologies), are an independent United States based distributor of "Foscam" branded products. We have been offering telephone support, US local warranty and building the Foscam brand in the US for the past 7 years. However, we are deeply saddened to report that, even after all of this, our overseas suppliers have decided to undercut us and supply to our major customers directly. For this reason, we have no choice but to suspend telephone support for all Foscam branded products. If you have purchased a Foscam camera directly from us or from one of our authorized retailers, technical support is still available via email [email protected].
For customers who have not purchased from us directly, we advise you to please contact Foscam Shenzhen or the distributor which you have purchased from."
It is for this reason that you must now contact Foscam, the manufacturer, directly. Again, they can be reached in multiple ways by referring to their Contact page on www.foscam.com/company/contact-us.
Revdex.com at Foscam Digital Technologies
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 contacted the phone number provided and spoke to someone in the customer service department. They told me that even though they were Foscam, my camera is not covered by "their company" and I need to contact [email protected]. At this point I am completely confused, I dont understand why I am emailing a different company with the same name. Further, this is the same email address I contacted in the beginning, which did not provide any resolution. I refuse to email them again.
At this point, I have contacted [redacted], the original seller, and have provided proof of Foscam's refusal to provide a replacement or repair the camera. They have offered to pay us 80% of the original cost, and accept the item as a return, even though they are not obligated to.
Yet again, Foscam has horrible customer service and did not even offer to resolve this issue despite offering to show the customer service department I spoke with today the emails stating that this support department can not assist us.
Regards,
[redacted]
We sincerely apologize to the complainant for the ongoing issues in relation to this case.
We are attaching a few images that show the disassembled camera found within the box we received by the customer.
The box clearly shows the customers...
order number on the side, along with the RMA packing slip located inside the shipping box that correlates to the complainants order and return authorization.
As seen in the images, the product was severely disassembled and the dome of the product was missing completely. We explicitly state on all of our return authorizations, as well as our website, that cameras returned under defective or misused circumstances will not be replaced. However, we are willing to offer the customer a replacement of this product for our standard $45.00 replacement fee. This covers the expenses of the product being sent to us in a misused state. The product must now be disposed of and cannot be refurbished in any way.
Please see return and replacement policy here: [redacted]
Please let us know if you have any other questions at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Since Foscam is standing behind their product, I would like to remove this complaint totally so that it does not show up at all, if possible
I also want to Thank Foscam for helping me out with this issue.
Please let Foscam know that I am happy customer since they helped me out with my issue
Even before filing this complaint, one of my co-workers was needing some IP cameras to monitor his old house until he could get it sold, since he moved to another state and he want to be able to check in on his house
I highly recommended your Foscam cameras, even tho I had some issues with mine, he bought three of them
Thanks
[redacted]
Dear Complainant,
We looked into this case, and have found that the customer's order was shipped as needed. The customer received the package in 2 business days, since he ordered at 9:30pm CST we cannot ship out the package to him in the same day. All orders ordered after 2:30pm...
CST have to be processed the next business day.
The package was shipped out to him in time (2 business days) according to [redacted].
Once we receive the cameras, we will issue a full refund.
Regards,
Raheel
Revdex.com:
This letter is to inform you that Foscam Digital Technologies, LLC has not carried out to my satisfaction the resolution it for my complaint, filed on 6/9/2014 12:34:15 PM and assigned ID [redacted]
Regards,
We sincerely apologize to the complainant for the issues faced with their product. We'd be more than happy to offer the kit as suggested by the complainant for $90.00, this is what we offered in our last correspondence as well. The customer can contact us at [redacted] and reference the issues as well as the Revdex.com case, and we'd be happy to send an invoice for the kit and ship out the products once payment is processed.
Please note that the referenced forum thread refers to the [redacted] (version 1) of this product, which was superceded by the [redacted] (version 2) model which resolves most issues customers were having. We were also offering free upgrades to the V2 version of this model to any customers who still had the V1 model due to the issues experienced.
In addition, please also note that when upgrading firmware there are a variety of issues that can cause a camera to become bricked during the process, such as losing connection with the camera during an upgrade.
Regardless, we are still willing to offer the bundled product for $90.00 as the complainant has requested. We hope this can meet the complainant's satisfaction. If there are any other issues or concerns, please feel free to contact us at [redacted]
[redacted] -
Thank you for that information.
Your second refunded has been processed.
We hope that this resolves the issue.
Thank you cor contacting Foscam,
[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 would be satisfactory to me. Thank You for My refunds!
This customer has been issued an [redacted] form as of Dec 29. He has expressed he is happy with us exchanging the unit and we have requested he rescind his compliant. Also it should be noted that the customer did not contact the support line where he bought the unit, which was Ebay. If he had emailed...
Ebay or the Baofeng website under support he would have gotten a faster response. Instead he emailed Foscam which is not the brand that he bought. This combined with the holidays caused a slightly delayed response to his claim. As mentioned the issue has been handled and the customer is satisfied.