Intralogic Solutions, Inc.

Review: The DVR we purchased from this company needed to be reimaged by them and when it was return they never connected it the correct way. It no longer records they way it was suppose to, the Labels for the camera were not set and it takes 3-4 days for them to contact me back with any issues I keep finding.Desired Settlement: I would like them to come and remove the DVR and return our money that we paid for this machine.

Business

Response:

IntraLogic Solutions prides itself in quality, affordable security solutions and exceptional customer service & support on our products. We thrive off our reputation, as 95% of our business is existing clients and referrals. We are one of the country's fastest growing security companies according to the Inc 5000.

We feel that [redacted]'s claims are unfounded. The Hybrid DVR/NVR Server was originally purchased by A&Z Pharmaceutical on 10/**/2011. [redacted] emailed our support team on 9/**/2013; two years after the DVR was purchased. His email explained that the Hybrid DVR/NVR failed after a power issue in the building. It was later found that the power surge was the cause of the problem. The Hybrid DVR/NVR Server was repaired and returned a week later, at no cost to A&Z Pharmaceutical.

The Hybrid DVR/NVR was then found to have communicating to a 3rd party 'Drobo' unit, which the system stores it's surveillance footage on. This system was supplied by a 3rd party IT company, not IntraLogic Solutions. Intralogic Solutions did not have access, nor the obligation, to support this device. Nevertheless, we supported the 'Drobo' unit and resolved this issue for [redacted], at no cost to A&Z Pharmaceutical. There are over 90 communications via email to between [redacted] and our support staff between 9/**/2013 and 11/**/2013. We also attempted to get [redacted] on the phone several times over the course of the issue, but he refused to take our calls. We feel that we always responded in a timely manner, and worked thoroughly to resolve all issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company has not gotten back to me in a timely fashion. I had to e-mail them 3-4 times before I ever got an answer. also to this day the DVR still doesn't work correctly since they returned. yes there is a 3rd party solution involved, but when the brought the DVR back after repair they didn't even set the dvr up to communicate cause the tech knew nothing about. he didn't even know what the IP Address of the system was or the Camera's. I am sorry but when you have a client that you do business for, you should at least know how the system is setup. The reason I will no longer take their calls is because I want to have a paper trial of all conversations with them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Intralogic Solutions, Inc. regarding complaint ID [redacted].

Sincerely,