Complaint: [redacted] I am rejecting this response because: The item, camera, that is being replaced is a new camera and I feel that it should be warranted as if I had purchased it The replacement is a new item, not a camera that has been repaired If the original camera had been repaired, then I would understand that the present warranty would be in place I strongly feel that since they are replacing the original camera with a new camera, that this camera should be warranted as if purchased.What happens if this replacement camera goes bad in one year? According to CCTV, I'm out of luck If I had purchased this camera, it would be warranted for three years I feel that since CCTV could not, or chose not to repair the original camera, the replacement camera should be warranted for years from the date of December 2014.I'm sure that CCTV disagrees, and will follow their policy My choice will be to not purchase any items from them knowing how they treat their customers Regards, [redacted] ***
Mr***,Again, we are replacing your camera with a new cameraNot very many companies will do thisIf you were to purchase a TV from a store that offered a year warranty and something happened to your TV within that year, the company will repair or replace it, but they will not restart your warranty all over again from the date of when you had the repair doneThe same thing with any purchaseIf you were to buy a car with a year warranty, each time you get a new part the warranty period doesn't start over, it's always from the original purchase date of the vehicleWe as a company have done everything we can to assist youWe have thousands of customers who are satisfied with our warranty policyI am sorry that you are one of the few that is notWe will just have to agree to disagree on this issueWishing you a joyous holiday season and a very Happy New Year[redacted] RMA Manager ###-###-####Pros Customer Support
Good Morning,I have received the complaint from our customer, [redacted] and would be happy to issue an Return Merchandise Authorization (RMA) to him so that we can take a look at this DVR and see if we can rectify the issue he is havingI do see e-mails that were sent to our tech department requesting some technical assistance but did not receive a direct request to have an RMA number issuedI will be sending this RMA number with instructions and a prepaid return label so that we can try and diagnose the issue he has explained and repair or replace the unit if neededI have called the customer and explained this information on a voicemail message.Thank you,RMA ManagerCCTV Security Pros
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Mr***.We are more than willing to honor our warrantyAs we have stated from the very beginning we have a year warranty and will repair or replace the DVR within this time frameIf you unable to return the equipment to us I do not understand how we can repair or replace itAs for issuing a refund, you contacted us well beyond the days to have a refund issued to youEven if we could issue a refund we would still need to have the unit shipped back to do usI am at a loss for why you will not send the unit in to be looked atWe even sent you a prepaid label to do thisIf you will not return the equipment to us to be looked how can we assist you? Please contact us at *** *** to have this matter resolved. ***RMA Manager Pros Customer Support
Complaint: ***
I am rejecting this response because:
The issue is still in dispute and not resolvedThe company refuses to honor their warranty and will not provide a refundI will not return the Digital Video Recorder and lose my evidenceThe DVR has video of a trespasser whom I am pursuing criminal chargesAlthough I cannot recover the video, I will turn the DVR over to my attorneyI will not return the DVR to CCTVSecurity Pros. Do what you want, but this is a bad companyThey sold a faulty product, distort the problem, and will not honor their 3-year Warranty. *** ***
Regards,
Good Afternoon,I spoke to Mr*** myself about our warranty policyI explained that the warranty period is calculated from the date of purchaseMr*** purchased this camera August 12, and it came with a year warrantyWe were unable to repair the camera and since he is still within his
warranty period we sent him a replacement.It is clearly stated on our website that the warranty period begins from the date of purchaseI explained this to Mr*** and he disagreed stating that the time period should start over from the date of when the camera was repaired or replacedI also explained that the reason why our company, and every other company that I've ever done business with, does this is because if the time period started over every time a product was repaired or replaced, the customer would never have to purchase this particular product again - they would just keep getting new replacementsI am sorry that Mr*** disagrees with our policy but I am unable to honor his request of extending his warranty date or changing our warranty policyI have copied and pasted our warranty policy below in quotations.If you have any further questions please feel free to contact me at ###-###-####. Thank you,***RMA ManagerPros Customer Support"All of our products come with Minimum Year Limited WarrantySelect "CCTV Security Pros" exclusive brand name products include an extended Year Full Warranty (as specified on website).If a product is deemed non-operable or defective within the first months from purchase, it will be repaired or replaced free of chargeIf an issue occurs within year 2, we will either repair or replace the product at 50% of its retail costSelect "CCTV Security Pros" brand products (which carry our extended Year Limited Warranty) will be repaired or replaced free of charge within years from the date purchased".This Warranty does not cover product damages caused directly or indirectly by improper installation of security cameras, lightning strikes, power surges, vandalism, product modifications, and abuse or misuse, including failure to provide reasonable and necessary maintenanceWe are not responsible for any lost time, profits or business, personal injury, property damage or similar loss, or any punitive, consequential or other direct, indirect or incidental damages
Good Afternoon,As previously explained to Mr. [redacted] the wiring/cable going to the camera on both cameras had been cut thus voiding the warranty. If the wiring was intact then we could have thoroughly tested the camera to assure that there was in fact an issue with it and attempt to repair it. Mr. [redacted] suggested that we repair the cable to the camera. We cannot do this mainly because we do not carry replacements parts for these cameras. There is a reason why alterations to equipment voids the warranty. Simply, there is no way for us to verify if the product was ever malfunctioning. We can not just send out brand new replacements for products that have been altered.Thank you for your time.Theresa, RMA Manager
Complaint: [redacted]
I am rejecting this response because: The item, camera, that is being replaced is a new camera and I feel that it should be warranted as if I had purchased it. The replacement is a new item, not a camera that has been repaired. If the original camera had been repaired, then I would understand that the present warranty would be in place. I strongly feel that since they are replacing the original camera with a new camera, that this camera should be warranted as if purchased.What happens if this replacement camera goes bad in one year? According to CCTV, I'm out of luck. If I had purchased this camera, it would be warranted for three years. I feel that since CCTV could not, or chose not to repair the original camera, the replacement camera should be warranted for 3 years from the date of December 2014.I'm sure that CCTV disagrees, and will follow their policy. My choice will be to not purchase any items from them knowing how they treat their customers.
Regards,
[redacted]
Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemail. I left a message for him to call me back so that we can get a detailed report of what item he is having an issue with and get the proper instructions out to him to send it in for repair or replace. I...
also tried calling another phone number that we had on file ###-###-#### but was told Mr. [redacted] didn't live there anymore. Our company keeps records all inbound calls and we do not have any phone records from either one of these phone numbers. Unless Mr. [redacted] called from a completely different phone number we do not have a record of any contact from him. I also checked our e-mail using his e-mail address of [redacted] and do not have any records of him e-mailing us with any requests either. We would be more than happy to honor the customer repair as he is still within the 3 year warranty period. Mr. [redacted] order #[redacted] was placed in February 2013 - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair it. Mr. [redacted] can reach me at the email [redacted] or call me at ###-###-####. If he gets my voicemail it is because I am on another call or have stepped out of my office. If he leaves a message he WILL get a call back.Thank you,[redacted]RMA ManagerPros Customer Support
Mr. [redacted],Again, we are replacing your camera with a new camera. Not very many companies will do this. If you were to purchase a TV from a store that offered a 1 year warranty and something happened to your TV within that year, the company will repair or replace it, but they will not restart your warranty all over again from the date of when you had the repair done. The same thing with any purchase. If you were to buy a car with a 5 year warranty, each time you get a new part the warranty period doesn't start over, it's always from the original purchase date of the vehicle. We as a company have done everything we can to assist you. We have thousands of customers who are satisfied with our warranty policy. I am sorry that you are one of the few that is not. We will just have to agree to disagree on this issue. Wishing you a joyous holiday season and a very Happy New Year.[redacted]RMA Manager ###-###-####Pros Customer Support
Good Morning,I have received the complaint from our customer, [redacted] and would be happy to issue an Return Merchandise Authorization (RMA) to him so that we can take a look at this DVR and see if we can rectify the issue he is having. I do see e-mails that were sent to our tech department...
requesting some technical assistance but did not receive a direct request to have an RMA number issued. I will be sending this RMA number with instructions and a prepaid return label so that we can try and diagnose the issue he has explained and repair or replace the unit if needed. I have called the customer and explained this information on a voicemail message.Thank you,RMA ManagerCCTV Security Pros
Customer's order number was [redacted] This order was placed on 9/11/14. Customer accidentally changed the settings of his PTZ camera. We had tech support call and resolve issue to customer's satisfaction. Customer was upset with longer that usual response time. Provided...
customer with direct contact telephone number for any future needs. Thank you.
Good Afternoon,On December 5, 2014 [redacted] did purchase a system from us which contained (8) cameras. On April 14, 2015, Mr. [redacted] informed us that (2) of these cameras did not work. We sent him the return authorization and instructions on where to ship them back. We finally received these (2)...
cameras on October 1, 2015. When we did receive them we saw that the one cable on each camera was cut therefore not allowing us to check the cameras to see if they are in fact bad. We are not the manufacturer of these cameras and if our customer has equipment that stops working and it is still under warranty we can send it back to the manufacturer and they will test and repair or replace it if needed. If the equipment has been altered there is no way for the manufacturer to confirm that its a defective unit and will not reimburse us if we just send the customer out 2 new cameras. If the cameras were installed an alternate way other than how they were intended then this liability falls on the installer and not our company. We offer tech support and online tutorials that show how to install these cameras properly. Again, we can not honor to repair or replace a camera that was intentially altered. Please see attached pictures that show the end of the wire that was cut. We have offered the customer replacement cameras with a 15% discount and free shipping but can not replace them at no cost.Thank you for your inquiry,TheresaRMA ManagerPros Customer Support
Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response because:All equipment was professionally installed by a certified electrician, the same electrician that installed the electrical system for the new play area and pavilion for our H.O.A. When I ordered the security system from Tim(ex [redacted])I told him that we have an existing security system and we did not want to have to rewire any of the existing wiring so we needed a system that was compatible with our existing system so I ordered the system he recommended.The system was ordered and set in my office until construction began on the new play area and pavilion, once the electrician had everything hooked up everything worked fine except for 2 cameras, the electrician even removed the 2 cams from their original place and put them on another pole, still nothing. So at that time I emailed CCTV to request to return the 2 non working cams.Why is it not possible for cctv security pros too return the cams to the manufacture, where they can reattach the cut connector and then test the cams. The attached photos show the monitor with 6 working cams and the exterior cams. Respectfully,[redacted]Association Inspector
Regards,
[redacted]
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 is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: The item, camera, that is being replaced is a new camera and I feel that it should be warranted as if I had purchased it The replacement is a new item, not a camera that has been repaired If the original camera had been repaired, then I would understand that the present warranty would be in place I strongly feel that since they are replacing the original camera with a new camera, that this camera should be warranted as if purchased.What happens if this replacement camera goes bad in one year? According to CCTV, I'm out of luck If I had purchased this camera, it would be warranted for three years I feel that since CCTV could not, or chose not to repair the original camera, the replacement camera should be warranted for years from the date of December 2014.I'm sure that CCTV disagrees, and will follow their policy My choice will be to not purchase any items from them knowing how they treat their customers Regards, [redacted] ***
Mr***,Again, we are replacing your camera with a new cameraNot very many companies will do thisIf you were to purchase a TV from a store that offered a year warranty and something happened to your TV within that year, the company will repair or replace it, but they will not restart your warranty all over again from the date of when you had the repair doneThe same thing with any purchaseIf you were to buy a car with a year warranty, each time you get a new part the warranty period doesn't start over, it's always from the original purchase date of the vehicleWe as a company have done everything we can to assist youWe have thousands of customers who are satisfied with our warranty policyI am sorry that you are one of the few that is notWe will just have to agree to disagree on this issueWishing you a joyous holiday season and a very Happy New Year[redacted] RMA Manager ###-###-####Pros Customer Support
Good Morning,I have received the complaint from our customer, [redacted] and would be happy to issue an Return Merchandise Authorization (RMA) to him so that we can take a look at this DVR and see if we can rectify the issue he is havingI do see e-mails that were sent to our tech department requesting some technical assistance but did not receive a direct request to have an RMA number issuedI will be sending this RMA number with instructions and a prepaid return label so that we can try and diagnose the issue he has explained and repair or replace the unit if neededI have called the customer and explained this information on a voicemail message.Thank you,RMA ManagerCCTV Security Pros
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Mr***.We are more than willing to honor our warrantyAs we have stated from the very beginning we have a year warranty and will repair or replace the DVR within this time frameIf you unable to return the equipment to us I do not understand how we can repair or replace itAs for issuing a refund, you contacted us well beyond the days to have a refund issued to youEven if we could issue a refund we would still need to have the unit shipped back to do usI am at a loss for why you will not send the unit in to be looked atWe even sent you a prepaid label to do thisIf you will not return the equipment to us to be looked how can we assist you? Please contact us at *** *** to have this matter resolved. ***RMA Manager Pros Customer Support
Complaint: ***
I am rejecting this response because:
The issue is still in dispute and not resolvedThe company refuses to honor their warranty and will not provide a refundI will not return the Digital Video Recorder and lose my evidenceThe DVR has video of a trespasser whom I am pursuing criminal chargesAlthough I cannot recover the video, I will turn the DVR over to my attorneyI will not return the DVR to CCTVSecurity Pros. Do what you want, but this is a bad companyThey sold a faulty product, distort the problem, and will not honor their 3-year Warranty. *** ***
Regards,
Good Afternoon,I spoke to Mr*** myself about our warranty policyI explained that the warranty period is calculated from the date of purchaseMr*** purchased this camera August 12, and it came with a year warrantyWe were unable to repair the camera and since he is still within his
warranty period we sent him a replacement.It is clearly stated on our website that the warranty period begins from the date of purchaseI explained this to Mr*** and he disagreed stating that the time period should start over from the date of when the camera was repaired or replacedI also explained that the reason why our company, and every other company that I've ever done business with, does this is because if the time period started over every time a product was repaired or replaced, the customer would never have to purchase this particular product again - they would just keep getting new replacementsI am sorry that Mr*** disagrees with our policy but I am unable to honor his request of extending his warranty date or changing our warranty policyI have copied and pasted our warranty policy below in quotations.If you have any further questions please feel free to contact me at ###-###-####. Thank you,***RMA ManagerPros Customer Support"All of our products come with Minimum Year Limited WarrantySelect "CCTV Security Pros" exclusive brand name products include an extended Year Full Warranty (as specified on website).If a product is deemed non-operable or defective within the first months from purchase, it will be repaired or replaced free of chargeIf an issue occurs within year 2, we will either repair or replace the product at 50% of its retail costSelect "CCTV Security Pros" brand products (which carry our extended Year Limited Warranty) will be repaired or replaced free of charge within years from the date purchased".This Warranty does not cover product damages caused directly or indirectly by improper installation of security cameras, lightning strikes, power surges, vandalism, product modifications, and abuse or misuse, including failure to provide reasonable and necessary maintenanceWe are not responsible for any lost time, profits or business, personal injury, property damage or similar loss, or any punitive, consequential or other direct, indirect or incidental damages
Good Afternoon,As previously explained to Mr. [redacted] the wiring/cable going to the camera on both cameras had been cut thus voiding the warranty. If the wiring was intact then we could have thoroughly tested the camera to assure that there was in fact an issue with it and attempt to repair it. Mr. [redacted] suggested that we repair the cable to the camera. We cannot do this mainly because we do not carry replacements parts for these cameras. There is a reason why alterations to equipment voids the warranty. Simply, there is no way for us to verify if the product was ever malfunctioning. We can not just send out brand new replacements for products that have been altered.Thank you for your time.Theresa, RMA Manager
Complaint: [redacted]
I am rejecting this response because: The item, camera, that is being replaced is a new camera and I feel that it should be warranted as if I had purchased it. The replacement is a new item, not a camera that has been repaired. If the original camera had been repaired, then I would understand that the present warranty would be in place. I strongly feel that since they are replacing the original camera with a new camera, that this camera should be warranted as if purchased.What happens if this replacement camera goes bad in one year? According to CCTV, I'm out of luck. If I had purchased this camera, it would be warranted for three years. I feel that since CCTV could not, or chose not to repair the original camera, the replacement camera should be warranted for 3 years from the date of December 2014.I'm sure that CCTV disagrees, and will follow their policy. My choice will be to not purchase any items from them knowing how they treat their customers.
Regards,
[redacted]
Good Morning,I tried calling the customer at the number he left, ###-###-#### and got a voicemail. I left a message for him to call me back so that we can get a detailed report of what item he is having an issue with and get the proper instructions out to him to send it in for repair or replace. I...
also tried calling another phone number that we had on file ###-###-#### but was told Mr. [redacted] didn't live there anymore. Our company keeps records all inbound calls and we do not have any phone records from either one of these phone numbers. Unless Mr. [redacted] called from a completely different phone number we do not have a record of any contact from him. I also checked our e-mail using his e-mail address of [redacted] and do not have any records of him e-mailing us with any requests either. We would be more than happy to honor the customer repair as he is still within the 3 year warranty period. Mr. [redacted] order #[redacted] was placed in February 2013 - we can not just send out a brand new item without first getting it back to verify the issue and attempting to repair it. Mr. [redacted] can reach me at the email [redacted] or call me at ###-###-####. If he gets my voicemail it is because I am on another call or have stepped out of my office. If he leaves a message he WILL get a call back.Thank you,[redacted]RMA ManagerPros Customer Support
Mr. [redacted],Again, we are replacing your camera with a new camera. Not very many companies will do this. If you were to purchase a TV from a store that offered a 1 year warranty and something happened to your TV within that year, the company will repair or replace it, but they will not restart your warranty all over again from the date of when you had the repair done. The same thing with any purchase. If you were to buy a car with a 5 year warranty, each time you get a new part the warranty period doesn't start over, it's always from the original purchase date of the vehicle. We as a company have done everything we can to assist you. We have thousands of customers who are satisfied with our warranty policy. I am sorry that you are one of the few that is not. We will just have to agree to disagree on this issue. Wishing you a joyous holiday season and a very Happy New Year.[redacted]RMA Manager ###-###-####Pros Customer Support
Good Morning,I have received the complaint from our customer, [redacted] and would be happy to issue an Return Merchandise Authorization (RMA) to him so that we can take a look at this DVR and see if we can rectify the issue he is having. I do see e-mails that were sent to our tech department...
requesting some technical assistance but did not receive a direct request to have an RMA number issued. I will be sending this RMA number with instructions and a prepaid return label so that we can try and diagnose the issue he has explained and repair or replace the unit if needed. I have called the customer and explained this information on a voicemail message.Thank you,RMA ManagerCCTV Security Pros
Customer's order number was [redacted] This order was placed on 9/11/14. Customer accidentally changed the settings of his PTZ camera. We had tech support call and resolve issue to customer's satisfaction. Customer was upset with longer that usual response time. Provided...
customer with direct contact telephone number for any future needs. Thank you.
Good Afternoon,On December 5, 2014 [redacted] did purchase a system from us which contained (8) cameras. On April 14, 2015, Mr. [redacted] informed us that (2) of these cameras did not work. We sent him the return authorization and instructions on where to ship them back. We finally received these (2)...
cameras on October 1, 2015. When we did receive them we saw that the one cable on each camera was cut therefore not allowing us to check the cameras to see if they are in fact bad. We are not the manufacturer of these cameras and if our customer has equipment that stops working and it is still under warranty we can send it back to the manufacturer and they will test and repair or replace it if needed. If the equipment has been altered there is no way for the manufacturer to confirm that its a defective unit and will not reimburse us if we just send the customer out 2 new cameras. If the cameras were installed an alternate way other than how they were intended then this liability falls on the installer and not our company. We offer tech support and online tutorials that show how to install these cameras properly. Again, we can not honor to repair or replace a camera that was intentially altered. Please see attached pictures that show the end of the wire that was cut. We have offered the customer replacement cameras with a 15% discount and free shipping but can not replace them at no cost.Thank you for your inquiry,TheresaRMA ManagerPros Customer Support
Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response because:All equipment was professionally installed by a certified electrician, the same electrician that installed the electrical system for the new play area and pavilion for our H.O.A. When I ordered the security system from Tim(ex [redacted])I told him that we have an existing security system and we did not want to have to rewire any of the existing wiring so we needed a system that was compatible with our existing system so I ordered the system he recommended.The system was ordered and set in my office until construction began on the new play area and pavilion, once the electrician had everything hooked up everything worked fine except for 2 cameras, the electrician even removed the 2 cams from their original place and put them on another pole, still nothing. So at that time I emailed CCTV to request to return the 2 non working cams.Why is it not possible for cctv security pros too return the cams to the manufacture, where they can reattach the cut connector and then test the cams. The attached photos show the monitor with 6 working cams and the exterior cams. Respectfully,[redacted]Association Inspector
Regards,
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]