Non Typical, Inc

I recently put 3 Cuddeback trail cameras in the field and found that all three were not taking pictures at night. One was 1 yr. old, another was 2 yrs. old, and the other was 3 yrs. old or older. They did fix two of them but the other one would have taken 3 wks to 6 months to fix it if I would have put $100 down, etc. so I bought a new one for 30% off. They were not willing to pay for shiipping and handling which amounted to $10 each way. I believe they should pay for postage and handling both ways. They would not replace any of three camers for free which also was disappointing. So if I was to give this company a rating for their trail cameras, I would give them an "F".

Review: I traded in a trail camera and got the fix with new program. I called and e-mailed them about the bad product with in the warrany time frame. They told me to try some quick fix which did not work. Then after that I called to send the camera in under warranty and was told I was just out of warranty. I am still under the 18 month warranty that they will not honor becauce they said I did not register the camera. When I bought the camera I did not see that stated. I just saw the 18 month warranty.Desired Settlement: I contacted them with in the warranty time frame. I would like then to honor the warranty.

Business

Response:

Hello:

Mr [redacted] called us on 7/31/2014. He said his camera was giving him an error code. He did not have the camera with him to troubleshoot so we advised some troubleshooting steps to try and to call us back if the issue remained.

On 8/6/14 he called to say he did troubleshooting earlier and that he will go with a different camera company if we do not cover his camera under warranty.

On 8/12/14 gave [redacted] Out of Warranty options since his camera was outside the warranty period.

On 10/3/14 called and left a voicemail to get activation date/run days/lifetime pictures. That call was not returned by Mr [redacted].

My [redacted] states that he purchased his camera on 7/30/2013. The factory standard warranty is 12 months OR 181 run days, whichever comes first. The month warranty Mr [redacted] is stating is an extended warranty if the customer registers the camera on line. Mr [redacted] did not do that.

While Mr [redacted]s camera is out of warranty, we would as a good faith gesture, take a look at the camera to see if we can get it working for him.

Business

Response:

Mr [redacted] should box up the camera and send it too:

Review: Dear Sir or Madam,

I purchased a Cuddeback, BlackFlash E3 from a large store a few months ago for over $150. The box displayed "Excellent night image quality and Exceptional flash range" and pictures that are very clear. I read and followed the directions enclosed with the camera. Upon viewing my first group of pictures, they were extremely blurry during dusk and dark. I called the number provided for help and was asked to send in pictures. I did this. I received a phone call back and was told that it needed to have a backdrop within 25 feet and it only takes quality pictures within 15 feet. I was also told that these cameras are intended for security purposes. I explained that on the box it indicates this is for game camera purposes. I asked her to look at the pictures with me and explained there was a backdrop within 25 feet and pictures of animals were within 12 feet. I explained you could not tell what type of animal you were actually taking pictures of. I was told that pictures with this camera were not good at night and very grainy by nature. I explained the advertising on the box contradicts this. I was told there was nothing that could be done. I asked to speak with a supervisor. [redacted] transferred me to [redacted] who then explained there was nothing that could be done. She stated that pictures on the box do not reflect what the camera actually takes. I explained to her that in violation of the FTC Truth in Advertising Laws and the ads are misleading. She then stated that I could send in the camera and pay an addition fee and get an upgrade at a 30% discount.Desired Settlement: I would like to either get a product from Cuddeback that takes quality day and night pictures or receive a refund.

Business

Response:

Hello:We will send (via email) Mr [redacted] a UPS call tag so that he can send his camera to us. We will then convert this Black Flash camera to an IR camera which has better flash performance.[redacted]

Consumer

Response:

Review: I [redacted] received this camera, Cuddeback Ambush IR model number-1187 on Dec 27. This camera was purchased at [redacted] in [redacted] for the price of $199.99. I did not open this camera from the box until July of 2013. On or around the week of September 16th, this camera was dead and would not turn on with brand new batteries. I called the cuddeback help line and spoke with a lady by the name of [redacted] and she said to send it in for repair and that they could not send out a new camera to me. On September 23 2013 I sent this camera to [redacted] tracking number [redacted]. On September 30 2013 I Called again to see about the status with my camera and was told that they have received the camera but have not been able to work on it yet. On October 2 2013 I called AGAIN to see about the status with my camera and was told the same thing, that they have not had time to work on it yet. For the 200 dollars that was spent on this camera I would like to have better treatment and a replacement camera. I have been 3 weeks without this camera.

Thank-you

[redacted]Desired Settlement: I would like a brand new replacement camera sent to my house ASAP!!

Business

Response:

Here is the recap of this customers situation. Customer called our office on:

9/24/13 and we issued an RMA

9/27/13 customers camera was received by us and checked in as such

9/30/13 customer called to check the status of camera but it was not yet looked at.

10/2/13 customer called to check the status of camera but it was not yet looked at.

10/2/13 we checked the camera over and it powered up and passed all tests. Camera was sent back to customer on 10/2/13

Review: We purchased a Cuddeback Capture trail camera in October 2011 and have been using it successfully for 4 years. On 12/31/2015 the camera dated our pictures correctly but the new year dates the pictures 1/1/2006 instead of 2016 (even through the setting on the camera shows 2016). We have talked to the company and they have told us this is a glitch and they are not going to update it. We were told we'd have to trade the camera in and pay a minimum of another $100 - $140 plus $10.00 shipping for an upgrade but then we have a bear cage for our current camera and they are going to charge me another $10.00 trade in for a new cage and also, we would have to pay shipping to get it back to them. This would be almost $200.00 and it's a glitch they know about. I shouldn't have to be responsible for something that is their fault and I've already purchased their product. They told us the date of 2006 is just a mental thing and to get used to it but we post to social media and that makes it look like we're posting 10 year old pictures.Desired Settlement: Replacement of camera and bear cage with as good a quality as we already have free of charge or only shipping charges from their company to us which should be only $10.00. If they want our old camera back they would have to send us the shipping paperwork and pay that.

Business

Response:

Customers called into our Call Center and explained the issue they were having with their camera. The images have a date stamp on them. What is happening is the date stamp on the picture is month, day and year. The year that is on the images is 2006 rather than 2016. There is a software bug in the camera causing this issue. This model was manufactured in 2008 and has since been discontinued and the software is no longer available. We are sorry for the inconvenience but are not able to do anything about the 2006 date stamp. This camera came with a factory warranty of 12 months which has since passed. We would like to offer a discount of 50% off the purchase of a new camera.Cuddeback Cameras

Business

Response:

We would offer 1/2 off the MSRP($200.00) off a Model C1. We would also include a Cuddesafe for free MSRP ($35.00). If you agree with this we would ship it to you at our expense. We would just your payment information to cover the $100.00 first.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. You can call us at ###-###-#### for credit card information for payment. Thank you very much for working with us.

Regards,

[redacted] And [redacted]

Bought a cuddyback camera quit working less than a year old bought another out of the box had a sd card error returned to cabelas the replacement IR flash left side didn't work 0 for 3 tries at 150 per camera

Review: 2/13/15 time: 10:33am per the date stamp on mu IPhone 5S

I have a Cuddieback Ambush Black Flash with a bad filter. I sent the required (3) exhibit photos from the camera, and was told by the [redacted] that it was in fact a filter problem with their product and that they would fix it upon receipt. The [redacted] said she would e-mail the instructions on mailing the camera to them, they preferred UPS as the shipping source. I asked if a return label would be included in the e-mail and was informed that this was not part of their warranty service.

I told her that I had paid several hundred dollars for the camera in question and felt that this was unreasonable. She responded that this was their warranty policy.

After hanging up, I decided that I needed clarification on this policy so I called back at 10:39am 2/13/15. The lady I spoke with told me that this was in fact the policy, I then asked for a supervisor and she told me that I had in fact talked to the [redacted] first. I asked for someone above her and she said that the [redacted] was the only other person to talk too. She was polite in her defense, I would hate to have her job when it comes to informing customers that warranty service did not cover shipping for repairs.

The packaging on the camera said that if I registered the camera online that the warranty was extended to 18 months, I don't know if it's even worth doing?

I just had another camera stop working that is made by Wildlife Innovations Inc. that was (1) year out of date, they apologized and sent me a return label a better camera because the one I returned was no longer made!

Sincerely, [redacted]Desired Settlement: I would like the policy changed and a return label emailed to me so that I don't have to pay shipping on a broken camera covered under warranty!

Sincerely,

Business

Response:

Hello:

Review: I called Cuddeback to return 3 older trail cameras, they said they had a trade in program. I asked about the price and what they had. They said they had a new camera model called the (Seen) Item #1217 with Cuddesafe and free mount for $50.00 each. So I placed my order on 11/26/2014 and sent in my 3 older cameras just like they said to do RMA# [redacted]. Almost 2 weeks went by and no new cameras or calls so I called them and they said that camera was no longer available and I could purchase a different one for $105.00 each plus pay for a safe and mount which almost triples the cost that they quoted me. On top of it I had to pay for shipping $11.69 . I called back and asked for discount on the other model they told me they couldn't do that.Desired Settlement: I would like the 3 new cameras and the safes and mounts for the price they quoted me per RMA# [redacted].

Business

Response:

Hello:

Review: I bought a trail cam made by Cuddeback. It was advertised to take illuminated night pictures 75' away. It advertised that the images would be crisp and clear. That is all false. The camera does not take pics that far away. 15 feet is the max and the images it does take are not crisp and so unclear that you can not even tell what it took a picture of. The company has refused to take the product back.Desired Settlement: I want a full refund.

Business

Response:

Mr [redacted] contacted us on Sunday October 04, 2015 at 10:31am. He did not like the quality of the night images on his camera and wanted to know what his options were. We told him that since the camera was not bought directly from us that he could not get a refund but he could return it from the retailer he bought it from OR exchange it through our fix with new program. On Friday October 09,2015 at 12:54pm he responded requesting an empty box so he could it to the store that he bought it from. Mr [redacted] stated that the retailer he bought it from would not take it back unless it had a box. He further went on the say that if we did not send him a box that "Otherwise I will be forced to go on every social network site and give a review on every site I can to complain." On Monday October 19th 2015, he starting posting negative reviews on social media. "Cuddeback is Horrible" Doesn't mention anything about how horrible the retailer is that he purchased the product from. What Mr [redacted] fails to mention in his complaint is that he did not buy the camera directly from us but does note that "The company has refused to take the product back". I told Mr [redacted] today that I would send him a box so he could return his camera back to the retailer that he bought it from. I will not be doing that unless he stops posting negative reviews immediately.

Business

Response:

We are not "blaming" the retailer. Please re read our comments. Our offer is to send a box but the customer has not accepted that. What will it take to resolve this?

Consumer

Response:

[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.]

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,