Buyer Beware Non-responsive company with a very low end web site No help section Can't configure or manage alerts It tells me every time I leave my house as an Alert Have tried to contact them twice and I never get a response There is no user information, setup and configuration documentation and obviously no response to the e-mails I have submitted Might have been a good idea but it is managed very poorly and has no documentation
We purchased a Kia Soul from a local Kia dealerThe DEFENCE GPS was pre-installed in the vehicle and we were charged $on the invoice, and were told it would be about another $per year after the first yearSince the 2nd day with this device we have had NOTHING but troubleFirst, we were given no set up instructions and the activation code was incorrectMy wife spoke with a rep who walked her through a QUICK set up (with no real instruction as to who to use the website or mobile app - just directed to a few very unhelpful videos)After setting the device up, the very first day it worked as advertised: we received a text when my wife left home as we were supposed to, and another at the end of the day when she left workAnd that was itSo, we contacted the dealer, they replaced the unit, and we set up this new oneThe next day, it worked as it shouldBut The next day, no text alerts at allThe following day, no alert texts againUNTIL later in the morningBoth my wife and I started receiving texts that the car was on the move, as if it were being stolenIn a panic, my wife went out to the parking garage to check, but the car was in the exact spot she left itHowever, we continued to receive alerts that it was on the moveWe contacted defence and were informed they too received the alert and would to a system checkThey couldn't find anything so they bumped it up to their IT departmentAfter days, no one seemed to know what was happeningSo we called the KIA dealership and were told to bring it in, they'd replace itThe dealer said that an 'inexperienced' installer put it in the wrong place, and they replaced it againOnce again, we set it up, and it worked for ONE dayYesterday, no alerts at allToday, same thing is happening: no alert, then after my wife is at work for awhile, several alerts saying the car in on the moveAgain, she checked, and it's still right there Enough is enoughWe are going to the dealer to demand a full refund on the device, and to have it removedAccording to defence, if the car is parked in a parking garage, the satellite may have trouble locating the carThat I understand, but giving a reading that the car is on the move? I have trouble accepting that, and if that IS the case, this company has a duty to either alert customers to this fatal flawor fix it As for contacting defence, we have several timesFor the most part, they are very pleasant to speak with, but it seems their tech people do not know their own productI must add though, that in the beginning of this, I had spoken with someone (male) about getting some material on how to properly operate and set up the system, and he told me he would have to call me right backThat was two weeks agoStill waiting In concept, this is a great productIn practice, it seems to have way too many bugs to make it worth the money and stress
This is in response to the complaint from [redacted] ***, who purchased a vehicle with dFence GPS from Earnhardt Ford on or around 1/18/2016.My name is Tony A***, CEO with Innovative Aftermarket Group, Inc. We manufacture and distribute the dFence product to new car dealers throughout the U.... S. and Western Europe. I have personally talked to Mr. [redacted] on at least 3 occasions, and I know of 2 other employees who have spoken to Mr. ***. In speaking to him we explained how the system works, that we use a cellular network to communicate data back and forth to the GPS device. We also explained that there could be areas where the cellular coverage is gapped, however, in speaking to Mr. ***, as he explained how he was using his device, it was clear to our team he was not using the phone app and web app properly.We understand it can be highly frustrating when one thinks they are using a device correctly and are not. We have thousands and thousands of customers that use our product everyday with no issues. We do our best to ensure customers know how to use our product and if they don’t we offer 24/7 support.We have offered Mr. [redacted] the correct use of the product, and a detailed description of how the product operates. I feel we have gone the extra mile in assisting Mr. ***.
To my surprise, I am to understand that this complaint ticket is still open. I say that because the customer has replied on more than one occasion that the device is working. He admitted that he needed to disarm the device before rearming the dfence device. Which how the system was designed. I will not respond to Mr. [redacted]’s personal attacks on my Character. Many times when Mr. [redacted] has called in he is more interested in speaking about personal issues rather than the dfence device. We have 100 of thousands of devices in the field with no customer complaints. Mr. [redacted] is correct in that he has called many any times we have taken his call and have called him back many times. I don’t know what else to say except we have gone the EXTRA mile with Mr. [redacted].
We purchased a 2016 Kia Soul from a local Kia dealer. The DEFENCE GPS was pre-installed in the vehicle and we were charged $699 on the invoice, and were told it would be about another $120 per year after the first year. Since the 2nd day with this device we have had NOTHING but trouble. First, we were given no set up instructions and the activation code was incorrect. My wife spoke with a rep who walked her through a QUICK set up (with no real instruction as to who to use the website or mobile app - just directed to a few very unhelpful videos). After setting the device up, the very first day it worked as advertised: we received a text when my wife left home as we were supposed to, and another at the end of the day when she left work. And that was it. So, we contacted the dealer, they replaced the unit, and we set up this new one. The next day, it worked as it should. But...
The next day, no text alerts at all. The following day, no alert texts again. UNTIL later in the morning. Both my wife and I started receiving texts that the car was on the move, as if it were being stolen. In a panic, my wife went out to the parking garage to check, but the car was in the exact spot she left it. However, we continued to receive alerts that it was on the move. We contacted defence and were informed they too received the alert and would to a system check. They couldn't find anything so they bumped it up to their IT department. After 3 days, no one seemed to know what was happening. So we called the KIA dealership and were told to bring it in, they'd replace it. The dealer said that an 'inexperienced' installer put it in the wrong place, and they replaced it again. Once again, we set it up, and it worked for ONE day. Yesterday, no alerts at all. Today, same thing is happening: no alert, then after my wife is at work for awhile, several alerts saying the car in on the move. Again, she checked, and it's still right there.
Enough is enough. We are going to the dealer to demand a full refund on the device, and to have it removed. According to defence, if the car is parked in a parking garage, the satellite may have trouble locating the car. That I understand, but giving a false reading that the car is on the move? I have trouble accepting that, and if that IS the case, this company has a duty to either alert customers to this fatal flaw. or fix it.
As for contacting defence, we have several times. For the most part, they are very pleasant to speak with, but it seems their tech people do not know their own product. I must add though, that in the beginning of this, I had spoken with someone (male) about getting some material on how to properly operate and set up the system, and he told me he would have to call me right back. That was two weeks ago. Still waiting.
In concept, this is a great product. In practice, it seems to have way too many bugs to make it worth the money and stress.
Buyer Beware. Non-responsive company with a very low end web site. No help section. Can't configure or manage alerts. It tells me every time I leave my house as an Alert. Have tried to contact them twice and I never get a response. There is no user information, setup and configuration documentation and obviously no response to the e-mails I have submitted. Might have been a good idea but it is managed very poorly and has no documentation.
This is in response to the complaint from [redacted], who purchased a vehicle with dFence GPS from Earnhardt Ford on or around 1/18/2016.My name is Tony A[redacted], CEO with Innovative Aftermarket Group, Inc. We manufacture and distribute the dFence product to new car dealers throughout the U....
S. and Western Europe. I have personally talked to Mr. [redacted] on at least 3 occasions, and I know of 2 other employees who have spoken to Mr. [redacted]. In speaking to him we explained how the system works, that we use a cellular network to communicate data back and forth to the GPS device. We also explained that there could be areas where the cellular coverage is gapped, however, in speaking to Mr. [redacted], as he explained how he was using his device, it was clear to our team he was not using the phone app and web app properly.We understand it can be highly frustrating when one thinks they are using a device correctly and are not. We have thousands and thousands of customers that use our product everyday with no issues. We do our best to ensure customers know how to use our product and if they don’t we offer 24/7 support.We have offered Mr. [redacted] the correct use of the product, and a detailed description of how the product operates. I feel we have gone the extra mile in assisting Mr. [redacted].
Buyer Beware Non-responsive company with a very low end web site No help section Can't configure or manage alerts It tells me every time I leave my house as an Alert Have tried to contact them twice and I never get a response There is no user information, setup and configuration documentation and obviously no response to the e-mails I have submitted Might have been a good idea but it is managed very poorly and has no documentation
We purchased a Kia Soul from a local Kia dealerThe DEFENCE GPS was pre-installed in the vehicle and we were charged $on the invoice, and were told it would be about another $per year after the first yearSince the 2nd day with this device we have had NOTHING but troubleFirst, we were given no set up instructions and the activation code was incorrectMy wife spoke with a rep who walked her through a QUICK set up (with no real instruction as to who to use the website or mobile app - just directed to a few very unhelpful videos)After setting the device up, the very first day it worked as advertised: we received a text when my wife left home as we were supposed to, and another at the end of the day when she left workAnd that was itSo, we contacted the dealer, they replaced the unit, and we set up this new oneThe next day, it worked as it shouldBut The next day, no text alerts at allThe following day, no alert texts againUNTIL later in the morningBoth my wife and I started receiving texts that the car was on the move, as if it were being stolenIn a panic, my wife went out to the parking garage to check, but the car was in the exact spot she left itHowever, we continued to receive alerts that it was on the moveWe contacted defence and were informed they too received the alert and would to a system checkThey couldn't find anything so they bumped it up to their IT departmentAfter days, no one seemed to know what was happeningSo we called the KIA dealership and were told to bring it in, they'd replace itThe dealer said that an 'inexperienced' installer put it in the wrong place, and they replaced it againOnce again, we set it up, and it worked for ONE dayYesterday, no alerts at allToday, same thing is happening: no alert, then after my wife is at work for awhile, several alerts saying the car in on the moveAgain, she checked, and it's still right there Enough is enoughWe are going to the dealer to demand a full refund on the device, and to have it removedAccording to defence, if the car is parked in a parking garage, the satellite may have trouble locating the carThat I understand, but giving a reading that the car is on the move? I have trouble accepting that, and if that IS the case, this company has a duty to either alert customers to this fatal flawor fix it As for contacting defence, we have several timesFor the most part, they are very pleasant to speak with, but it seems their tech people do not know their own productI must add though, that in the beginning of this, I had spoken with someone (male) about getting some material on how to properly operate and set up the system, and he told me he would have to call me right backThat was two weeks agoStill waiting In concept, this is a great productIn practice, it seems to have way too many bugs to make it worth the money and stress
This is in response to the complaint from [redacted] ***, who purchased a vehicle with dFence GPS from Earnhardt Ford on or around 1/18/2016.My name is Tony A***, CEO with Innovative Aftermarket Group, Inc. We manufacture and distribute the dFence product to new car dealers throughout the U.... S. and Western Europe. I have personally talked to Mr. [redacted] on at least 3 occasions, and I know of 2 other employees who have spoken to Mr. ***. In speaking to him we explained how the system works, that we use a cellular network to communicate data back and forth to the GPS device. We also explained that there could be areas where the cellular coverage is gapped, however, in speaking to Mr. ***, as he explained how he was using his device, it was clear to our team he was not using the phone app and web app properly.We understand it can be highly frustrating when one thinks they are using a device correctly and are not. We have thousands and thousands of customers that use our product everyday with no issues. We do our best to ensure customers know how to use our product and if they don’t we offer 24/7 support.We have offered Mr. [redacted] the correct use of the product, and a detailed description of how the product operates. I feel we have gone the extra mile in assisting Mr. ***.
To my surprise, I am to understand that this complaint ticket is still open. I say that because the customer has replied on more than one occasion that the device is working. He admitted that he needed to disarm the device before rearming the dfence device. Which how the system was designed. I will not respond to Mr. [redacted]’s personal attacks on my Character. Many times when Mr. [redacted] has called in he is more interested in speaking about personal issues rather than the dfence device. We have 100 of thousands of devices in the field with no customer complaints. Mr. [redacted] is correct in that he has called many any times we have taken his call and have called him back many times. I don’t know what else to say except we have gone the EXTRA mile with Mr. [redacted].
We purchased a 2016 Kia Soul from a local Kia dealer. The DEFENCE GPS was pre-installed in the vehicle and we were charged $699 on the invoice, and were told it would be about another $120 per year after the first year. Since the 2nd day with this device we have had NOTHING but trouble. First, we were given no set up instructions and the activation code was incorrect. My wife spoke with a rep who walked her through a QUICK set up (with no real instruction as to who to use the website or mobile app - just directed to a few very unhelpful videos). After setting the device up, the very first day it worked as advertised: we received a text when my wife left home as we were supposed to, and another at the end of the day when she left work. And that was it. So, we contacted the dealer, they replaced the unit, and we set up this new one. The next day, it worked as it should. But...
The next day, no text alerts at all. The following day, no alert texts again. UNTIL later in the morning. Both my wife and I started receiving texts that the car was on the move, as if it were being stolen. In a panic, my wife went out to the parking garage to check, but the car was in the exact spot she left it. However, we continued to receive alerts that it was on the move. We contacted defence and were informed they too received the alert and would to a system check. They couldn't find anything so they bumped it up to their IT department. After 3 days, no one seemed to know what was happening. So we called the KIA dealership and were told to bring it in, they'd replace it. The dealer said that an 'inexperienced' installer put it in the wrong place, and they replaced it again. Once again, we set it up, and it worked for ONE day. Yesterday, no alerts at all. Today, same thing is happening: no alert, then after my wife is at work for awhile, several alerts saying the car in on the move. Again, she checked, and it's still right there.
Enough is enough. We are going to the dealer to demand a full refund on the device, and to have it removed. According to defence, if the car is parked in a parking garage, the satellite may have trouble locating the car. That I understand, but giving a false reading that the car is on the move? I have trouble accepting that, and if that IS the case, this company has a duty to either alert customers to this fatal flaw. or fix it.
As for contacting defence, we have several times. For the most part, they are very pleasant to speak with, but it seems their tech people do not know their own product. I must add though, that in the beginning of this, I had spoken with someone (male) about getting some material on how to properly operate and set up the system, and he told me he would have to call me right back. That was two weeks ago. Still waiting.
In concept, this is a great product. In practice, it seems to have way too many bugs to make it worth the money and stress.
Buyer Beware. Non-responsive company with a very low end web site. No help section. Can't configure or manage alerts. It tells me every time I leave my house as an Alert. Have tried to contact them twice and I never get a response. There is no user information, setup and configuration documentation and obviously no response to the e-mails I have submitted. Might have been a good idea but it is managed very poorly and has no documentation.
This is in response to the complaint from [redacted], who purchased a vehicle with dFence GPS from Earnhardt Ford on or around 1/18/2016.My name is Tony A[redacted], CEO with Innovative Aftermarket Group, Inc. We manufacture and distribute the dFence product to new car dealers throughout the U....
S. and Western Europe. I have personally talked to Mr. [redacted] on at least 3 occasions, and I know of 2 other employees who have spoken to Mr. [redacted]. In speaking to him we explained how the system works, that we use a cellular network to communicate data back and forth to the GPS device. We also explained that there could be areas where the cellular coverage is gapped, however, in speaking to Mr. [redacted], as he explained how he was using his device, it was clear to our team he was not using the phone app and web app properly.We understand it can be highly frustrating when one thinks they are using a device correctly and are not. We have thousands and thousands of customers that use our product everyday with no issues. We do our best to ensure customers know how to use our product and if they don’t we offer 24/7 support.We have offered Mr. [redacted] the correct use of the product, and a detailed description of how the product operates. I feel we have gone the extra mile in assisting Mr. [redacted].