Napco Security Systems Inc.

Revdex.com:
At this time, I have not been contacted by Napco Security Systems Inc. regarding complaint ID [redacted].
Sincerely,
[redacted]

NAPCO Security Technologies, Inc. is a manufacturer of life safety products sold through a network of Authorized Distributors who...

in turn sell NAPCO product to licensed security professionals for installation in the premises of the end-user. NAPCO does not manufacture product for the “do it yourself” marketplace nor does it sell to the general public or provide technical support to the general public.
NAPCO does not recognize All Security Electronics as a NAPCO distributor and does not sell product to All Security Electronics. NAPCO has no control or legal right to prohibit third parties from reselling its products. NAPCO attempts to minimize such sales by directly selling its life safety products only to its recognized Authorized Distributors and by limiting its warranty to installations performed by trained security professionals.
The NAPCO warranty that accompanies all product clearly states:
In case of defect, contact the security professional who installed and maintains your security system. In order to exercise the warranty, the product must be returned by the security professional, shipping costs prepaid and insured to NAPCO. After repair or replacement, NAPCO assumes the cost of returning products under warranty
For liability reasons, NAPCO will not process returns to individuals not trained and licensed in the proper installation and testing of life safety products. The requirement in the state of Texas calls for an active Low-Voltage/Limited-Energy License: A statewide license is required for Fire Alarm and Alarm Systems. [redacted]
To resolve the outstanding issue, NAPCO agrees to honor the product warranty if the product in question is returned to NAPCO by a security professional and the end-user agrees to have the security professional install and test the product once it is returned.
Please post this on behalf of NAPCO or contact me to assist us in responding to the complaint.
Thank you for your assistance.
Best regards,
[redacted]

Review: Purchased this company's product (Firewolf (TM) Carbon Monoxide Detector FW-CO12) from retailer (All Security Electronics, [redacted]) for total of $58.58 on 2/**/2010 Order ID: [redacted]. As experienced installer of electronic home security systems, I installed this myself in my own home. Until functioned properly w/o fail until 7/**/14. Failed with repetitive false alarm triggers. Removed unit and alarm system again returned to normal operation. Contacted the retailer on 8/*/14, who said warranty is from NAPCO (and then failed to return any subsequent contacts by phone or email). Contacted NAPCO by phone. Referred to NAPCO returns on 8/*/14 by email. Sent information on the unit, copy of the 6-year warranty papers, and picture of the unit's packaging (which state 6-year life, 6-year warranty). Initial response from "[redacted]" at NAPCO returns was that I had to contact the seller. After I again contacted by email, "[redacted]" instructed me to obtain information from the back of the unit. I complied. Manufacture date was Sept **, 2008. I believe [redacted] was trying to imply that the warranty would be from date of manufacture rather than purchase, but when she found out that the manufacture was also <6 years, she subsequently informed me that the warranty would not be honored because I had to contact the security professional that installed. The wording of the warranty says "in case of defect, contact the security professional who installed and maintains your security system. In order to exercise the warranty, the product must be returned by the security professional shpping costs prepaid and insured to NAPCO. After repair or replacement, NAPCO assumes the cost of returning products under warranty." I informed [redacted] that I was the installer in each of my emails. While I don't operate a security business, I have installed and maintained security systems in many homes for myself and my relatives over the past 20 years. NAPCO does not limit the sale of its products to homeowners or others who are experienced in electronics. Their products are sold through many third party retailers on the internet to the general public. The claim of a 6-year warranty on the outside of the box/packaging does not specify in any way that the warranty would be limited to any particular type of installer.Desired Settlement: NAPCO should stand by its warranty and send me a replacement unit. I will be happy to return the old one under the terms of the agreement, if they provide the shipping costs and instructions.

Consumer

Response:

At this time, I have not been contacted by Napco Security Systems Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

NAPCO Security Technologies, Inc. is a manufacturer of life safety products sold through a network of Authorized Distributors who in turn sell NAPCO product to licensed security professionals for installation in the premises of the end-user. NAPCO does not manufacture product for the “do it yourself” marketplace nor does it sell to the general public or provide technical support to the general public.

NAPCO does not recognize All Security Electronics as a NAPCO distributor and does not sell product to All Security Electronics. NAPCO has no control or legal right to prohibit third parties from reselling its products. NAPCO attempts to minimize such sales by directly selling its life safety products only to its recognized Authorized Distributors and by limiting its warranty to installations performed by trained security professionals.

The NAPCO warranty that accompanies all product clearly states:

In case of defect, contact the security professional who installed and maintains your security system. In order to exercise the warranty, the product must be returned by the security professional, shipping costs prepaid and insured to NAPCO. After repair or replacement, NAPCO assumes the cost of returning products under warranty

For liability reasons, NAPCO will not process returns to individuals not trained and licensed in the proper installation and testing of life safety products. The requirement in the state of Texas calls for an active Low-Voltage/Limited-Energy License: A statewide license is required for Fire Alarm and Alarm Systems. [redacted]

To resolve the outstanding issue, NAPCO agrees to honor the product warranty if the product in question is returned to NAPCO by a security professional and the end-user agrees to have the security professional install and test the product once it is returned.

Please post this on behalf of NAPCO or contact me to assist us in responding to the complaint.

Thank you for your assistance.

Best regards,

Consumer

Response:

At this time, I have not been contacted by Napco Security Systems Inc. regarding complaint ID [redacted].

Sincerely,