Platinum CCTV

Matt [redacted] Purchased a DVR from our company on 2/29/ In January he contacted us stating he was having a problem with the DVR - Grinding noise and stopping recording We asked him to send the DVR back to us to inspect it and to include the power supply Matt sent back the DVR and we had it connected for several weeks trying to duplicate the problem he was experiencing At this time, his DVR was already outside of warranty Finally we were able to duplicate his problem and advised him that he needed a new hard drive (the recording medium) for the DVR He purchased a hard drive and we installed it, tested it with the DVR, ensured there was no more noise and that the unit was recording, and shipped it back to him on 2-12-Regrettably, our technician forgot the common 3-prong power cord when he packaged up the system to send back to Matt *** This is a very common cord that is readily available anywhere When Matt opened the package and contacted us letting us know that we had left it out of the package, we made it right, shipping his cord back to him on 2-19-at our own expense, even though shipping costs to Hawaii are more expensive than the cord would be for him to purchase locally if he didn't already have laying aroundOn 4-18-Matt [redacted] contacted us and stated that his DVR had an H on the screen and it was not recording presumably My technician attempted to troubleshoot with Matt over the phone, who was less than receptive to running tests After attempting several times, we decided it would be best for him to ship the DVR to us so that we could test it in-house Matt complained that he should not have to pay for shipping because he had just sent the DVR out to us a few months prior Despite the fact that it was a different problem, and unlikely that the hard drive was the cause, I authorized my technician to send Matt a label and he asked Matt to package up the DVR safely and send it back to us, my technician also asked Matt on different occasions to include the power supply for the DVR, as a failing power supply can cause the hard drive to fail, as well as causing the symptoms that Matt was describingOn 4-24-we received Matt's RMA, which included just the DVR, no power supply Upon receiving the package, we saw that he had used the same exact box that we had used several months earlier to send him the DVR This box was smashed up pretty well, and did not include sufficient padding to protect the DVR The front cover of the DVR had been cracked in transit and we notified Matt, as well as began testing his DVR immediatelySince Matt did not include the power supply with his DVR, we used a new Power supply and powered up his DVR The DVR powered up, operated properly and showed that it had been recording thorugh 4-18-when he sent it to us There were days (4-through 4-16) that had no recording From the video in the archive, we were unable to ascertain why there was no video on those days, but the logs showed the DVR had been powered down on 4-and powered back up on 4-when it continued recordingWe filed a claim with USPS at Matt ***'s request and supplied them with needed information about the package He was very quick to jump to this, making it seem like he had filed a claim with shippers beforeWe continued testing the DVR through May 9th, forcing the DVR to record continuously to try to get a problem to occur During this time, no problems had been encountered with the operation of the DVR whatsoever, all recording, playback and access features were completely functional Matt became irate at that time demanding to know the status of the USPS claim and stating that we owed him a new NVROn May 9th, My technician sent the following email as a status update to Matt: On May 9, 2018, at 6:AM, [redacted] - Platinum CCTV wrote: Matt, Couple of updates on the DVR: 1.) USPS is still conducting their claim investigationNo firm ETA from them unfortunately2.) The DVR has still been recording fineWe are able to get the red H to appear on screen when the hard drive is unpluggedThis points in the direction of a power supply issue that isn’t providing enough power to the DVR for it to function normallyUnfortunately, since the power supply wasn’t sent to us, we can’t fully test your setup, but I’m running it with multiple cameras to get the hard drive to write over to make sure it’s not a fault hard drive3.) We have a lead on repair parts for the cracked front plate, so that we might be able to repair it Feel free to give me a call if you have any questions! - [redacted] TPlatinum CCTV To which Matt Responded: From: [email protected] Date: May 9, at 6:12:PM CDT To: [redacted] - Platinum CCTV Subject: Re: RMA update Yes if you can get it repaired and send me a new power supply that will be fine at the postal service expense.Theres no way they can deny that cost for they were negligent handing the box.Let me know how it goes.Any other company would have made it right for the customer and I would of had my recorder back already.I don’t want this dragging out any further.Thank youSent from my iPhone In response, I wrote Matt the following email: On May 10, 2018, at 11:AM, [redacted] < [redacted] @platinumcctv.com> wrote: Matt, I understand you are frustrated with the situation, as are we However, it is not exactly as you represent in your email: · Shippers consider a box “compromised” once it has already been shipped once This is because in the course of shipping packages, the box becomes compromised slightly (banged up corners and sides) which can endanger the contents if used a second time Shipping in the same box again is generally against their policies and voids many of their claims processes, because it is considered to be a compromised box Use of popped bubble wrap and already shipped crushed packing paper also is against shipper’s requirements for protecting the contents “Follow these four steps: Choose a box strong enough to hold the contentsThat means it shouldn't have tears, rips, bends, or other damageYou can use your own box or UPS packaging suppliesIdeally, you'll want to use a new corrugated box.” https://www.ups.com/us/en/services/individual-shipper/preparing-to-ship.page o We have no control of USPS claims, or when/if they will honor a claim They have approved claims that we should never have filed (like yours) due to insufficient packaging, and denied claims that should have been paid for obscure reasonso We also did not package the DVR to ship it back to uso We did however send you a paid label for shipping, despite the fact that the DVR was well out of warranty We did this as a courtesy because there was a chance that the hard drive that was just installed may have been having an issue This doesn’t appear to actually be the case · We understand that it is critical to have your cameras up and operating, and for this reason, we make every effort from the moment we are notified that we do everything possible to get your cameras back up and running as quickly as possible Starting with clearly communicating exactly what to send back to us (in this case, the DVR and Power Supply Unit) and testing it when it comes in to our office Because it was a POSSIBILITY that it was the hard drive, we paid for the return shipping as a convenience to you In this case, the testing of the DVR to determine what issue is occurring can take time, this is further exacerbated when we do not receive all of the equipment we ask for, like the power supply We specifically ask for the power supply for DVRs, because this component in particular can cause a host of issues that manifest in many different ways When it comes to intermittent problems especially, it is crucial because otherwise we are plugging the DVR in with a known good power supply, and just waiting for it to potentially have an issue This specifically is what we have been doing with your DVR, since we do not have your power supply, because we can only diagnose now through the process of elimination This is the reason that you have not received your DVR back Update: It appears as though USPS has approved a partial payment, but does not indicate where the payment will be sent (us or you) If you receive the check from USPS instead, then please let us know to avoid further delay As we have already paid for direction shipping on this out of warranty DVR, we will replace the power supply with funds issued by USPS once received, repair the case to the best of our abilities, and any remaining funds will be applied towards the return shipping cost Thank you, [redacted] Platinum CCTV™ Surveillance Solutions From that Point, Matt began making threats to hold us hostage with a Revdex.com claim or online reviews unless we provided him with a new DVR Note, he already received the money from the claim prior to my email, and was pushing us to send him a new DVR so that perhaps we wouldn’t notice that he got both the money and a new DVR He should not have even received that money, as we paid for the shipment in the first place, but he thought he could double-dip since he got the check instead of us, by riding us Matt’s Response: From: [redacted] @gmail.com < [redacted] @gmail.com> Sent: Thursday, May 10, 7:PM To: [redacted] < [redacted] @platinumcctv.com> Subject: Re: RMA update I just sent this dvr back to you a little over a month ago with the power supply, the hard drive was fixed and you guys did not even send me the power supply cord back.I had to call you and get a new cord sent back.So I specifically did not send it to you as it was tested a month ago and working fine and you guys did not even send it back In the box with the dvr,so why would I be let that happen again.I got dollars back they refused any more as your shipping label was not insured for the price of the dvr.I shipped it to you this time In the same box and packing that you sent it back to me a month ago in ,no more no less packing.So I will give you one more chance with me I will give you that dollars they gave me you can give me a working fixed dvr.If not I’m going to the Revdex.com and filing a complaint against you as well as an online review complaint .They are selling that same dvr online for dollars shipped.So ball is in your court,you want the complaint then keep giving me the run around I will gladly buy a new one shipped for and never deal with you company again.I have been loyal to your company for or more years now.So it’s about time you take care of your customer and stop acting like your on the verge of bankruptcySent from my iPhone On May 10, 2018, at 2:PM, [redacted] < [redacted] @platinumcctv.com> wrote: Matt, Who is giving who the run around? You received the check from USPS on a package you didn’t even pay to ship, and didn’t tell us about it Your DVR works fine I would recommend purchasing a power supply for it with the money that you received from USPS We unfortunately have notes going back to regarding you, showing us giving you free hard drives (because even though no problems existed we still were trying to make sure we took care of you), components and shipping costs multiple times due to your complaining about non-existent problems in many cases This wasn’t even the first time we had to file claim on your behalf over shipping This DVR has been out of warranty for over a year, and you damaged it by throwing it in a used box with insufficient packaging and shipping it to us Aside from that, the DVR and hard drive are fine We are NOT responsible for telling you not to use a beaten up box and destroyed packaging material to send sensitive electronics in That is common sense Yes, you did send the power supply last time And it was not exhibiting any problems Once we got the hard drive to make noises and fail as it had at your facility, we replaced the hard drive Obviously the power supply was working for you for a month as well We cannot predict its failure intermittent power supply issues can even lend to hard drive failures If we were able to predict it, we would have sold you a new power supply at that time Yes, we did forget the cord last time, and when we were informed of the issue, we made it right as quickly as possible sending it out to you at our own expense Now, after all these times bending over backwards to try make you happy, you extort us to send you a brand new DVR when your DVR is working fine and outside of warranty by holding a review over us All the while keeping the money that USPS sent you and not bothering to even let us know, but continuing to prod us about the claim anyway, even though you knew it was resolved and paid You can have any carrier pickup your DVR at any time, or send us a Pre-paid label for the DVR and we will put it in the mail We had already ensured that nothing further would be sold to you, as it appears as though you are a person who is unable to be happy no matter how hard we try We wish you the best in all your endeavors Thank you, [redacted] Platinum CCTV™ Surveillance Solutions The customer escalated further with rapid-fire emails and threats, so I finally sent one last email to be sure he know that his DVR is fully functional All he needs is a common power supply unit that he can get anywhere Matt, Your DVR is functional, as it has been since it was received Send us a label, we will return it to you End of communication Thank you, [redacted] This client has received more in free shipping and free upgraded products that were not actually defective just because he would complain loud enough and long enough to wear down whomever he was talking with at the time However, in this case, he has already received fair compensation for a 2+ year old, out of warranty DVR that is FULLY FUNCTIONAL still I told him that he just needed to purchase a power supply (probably $12-and readily available anywhere) to power his DVR His old power supply likely caused his Hard Drive failure over time, and is most surely causing his H message and DVR failing to record (the DVR powers up but does not have sufficient amperage to power up the moving components in the hard drive)We will not sell a power supply (or anything else) to this customer again, and we will not pay for return shipping, as we should not have even paid for the shipping for him to return the DVR to us, as the failure had nothing to do with the repair in February We will however gladly ship his DVR back to him, fully functional, and even offered to fix the crack in the front of the case, he just needs to send us a label (which he can even pay for with the money from USPS that he has left-over after purchasing a power supply)

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Yes, we received this email from the customer after over months time, which is well outside the day return policy, but well inside the year warrantyThe customer was offered technical support to try to help her get the camera online and operating, as by her statement it seemed as though she had not yet been able to accomplish that task, nor had contacted us within that period of time to ask any questions or get any support She refused to allow us to assist her It is not possible to return the product after times the return policy limitation We would still be glad to provide technical support for helping to join the camera to her Internet connection, and will of course honor the warranty of the camera during the year limited warranty period if the camera has a defect in materials or workmanship during that period Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I notified seller prior to the month period...though it was months after repeatedly trying to make this product work...I decided to return it before the monthsI am still wanting a refund and will next any measure beyond this to acquire it...I will not be taken advantage of by sellers if the product(s) are not deemed appropriate or in good working conditionThis happens all to much to consumers...it is a wonder how many pet camera's are returned to this seller Final Business Response / [redacted] (4000, 9, 2015/05/15) */ You have continued stating we were informed before monthsThat is a correct statement, you did contact us within monthsHowever, and I cannot emphasize this enough, there is no month return policy (days = month) PETVIDENCE RETURN POLICY: Petvidence HD Cameras have a 30-day money back return policySimply contact us at (XXX) XXX-XXXX within days of order being placed to request your returnReturns must be received in like new condition in the original packaging to be considered for returnReturns must be received within days of return requestReturns not meeting these conditions will be refusedCredit will be issued back to the initial form of payment within business days of receipt of returns that meet the above criteriaShipping costs are non-refundable for any reasonThere is no restocking fee for returns- WARRANTY AND SUPPORT We are committed to helping you watch your petIf for any reason you experience a problem with your Petvidence HD Pet camera, please contact us for assistance and supportOur network professionals can help you setup, or re-setup your camera during business hours AM - PM CST M-TH; PM - PM F) Petvidence cameras carry a year limited warranty, protecting this product from defects in materials or workmanship during that periodIf you experience an issue, please contact us for assistance, many problems are network related and can be easily solved without returning the camera We have never offered a month return policyTo do so on electronic goods would be unreasonable and unsustainable, as with technology-related items, revisions and updates to products happen at an increasing rateFor instance, the vehicle or computer you purchase today has been surpassed by newer models often within a matter of months We have honored our day return policy with several customers who decided to take advantage of that option, and have provided technical support for many other customers who have had issues getting their cameras online due to their internet connectionOur technicians are well-versed in all types of internet connections and routers and are willing to always assist our customers, though you have opted not to take advantage of this free service that we provide Unfortunately, we cannot allow customers to make up their own return policy on products they have purchased, however we will be glad to assist you in getting your camera working, or provide repair/replacement to the camera if it is deemed to be defective within the year warranty period

Product is non functional...also, there was an email to all purchasers from them stating they were sorry that there was a problem with their connection Tried to make it work several times had a tech person help and couldn't get it to work...the Pet Camera...they would not honor their product by refund...now I have a useless but expensive piece of plastic I would say do business elsewhere if you want a more pleasant experience

Matt [redacted] Purchased a DVR from our company on 2/29/2016.  In January 2018 he contacted us stating he was having a problem with the DVR - Grinding noise and stopping recording.  We asked him to send the DVR back to us to inspect it and to include the power supply.  Matt sent back the...

DVR and we had it connected for several weeks trying to duplicate the problem he was experiencing.  At this time, his DVR was already outside of warranty.  Finally we were able to duplicate his problem and advised him that he needed a new hard drive (the recording medium) for the DVR.  He purchased a hard drive and we installed it, tested it with the DVR, ensured there was no more noise and that the unit was recording, and shipped it back to him on 2-12-18. Regrettably, our technician forgot the common 3-prong power cord when he packaged up the system to send back to Matt [redacted].  This is a very common cord that is readily available anywhere.  When Matt opened the package and contacted us letting us know that we had left it out of the package, we made it right, shipping his cord back to him on 2-19-18 at our own expense, even though shipping costs to Hawaii are more expensive than the cord would be for him to purchase locally if he didn't already have 4 laying around. On 4-18-18 Matt [redacted] contacted us and stated that his DVR had an H on the screen and it was not recording presumably.  My technician attempted to troubleshoot with Matt over the phone, who was less than receptive to running tests.  After attempting several times, we decided it would be best for him to ship the DVR to us so that we could test it in-house.  Matt complained that he should not have to pay for shipping because he had just sent the DVR out to us a few months prior.  Despite the fact that it was a different problem, and unlikely that the hard drive was the cause, I authorized my technician to send Matt a label and he asked Matt to package up the DVR safely and send it back to us, my technician also asked Matt on 3 different occasions to include the power supply for the DVR, as a failing power supply can cause the hard drive to fail, as well as causing the symptoms that Matt was describing. On 4-24-18 we received Matt's RMA, which included just the DVR, no power supply.   Upon receiving the package, we saw that he had used the same exact box that we had used several months earlier to send him the DVR.  This box was smashed up pretty well, and did not include sufficient padding to protect the DVR.  The front cover of the DVR had been cracked in transit and we notified Matt, as well as began testing his DVR immediately. Since Matt did not include the power supply with his DVR, we used a new Power supply and powered up his DVR.  The DVR powered up, operated properly and showed that it had been recording thorugh 4-18-18 when he sent it to us.  There were 4 days (4-13 through 4-16) that had no recording.  From the video in the archive, we were unable to ascertain why there was no video on those days, but the logs showed the DVR had been powered down on 4-16 and powered back up on 4-17 when it continued recording. We filed a claim with USPS at Matt [redacted]'s request and supplied them with needed information about the package.  He was very quick to jump to this, making it seem like he had filed a claim with shippers before. We continued testing the DVR through May 9th, forcing the DVR to record continuously to try to get a problem to occur.  During this time, no problems had been encountered with the operation of the DVR whatsoever, all recording, playback and access features were completely functional.  Matt became irate at that time demanding to know the status of the USPS claim and stating that we owed him a new NVR. On May 9th, My technician sent the following email as a status update to Matt: On May 9, 2018, at 6:45 AM, [redacted] - Platinum CCTV wrote: Matt,   Couple of updates on the DVR: 1.)    USPS is still conducting their claim investigation. No firm ETA from them unfortunately. 2.)    The DVR has still been recording fine. We are able to get the red H to appear on screen when the hard drive is unplugged. This points in the direction of a power supply issue that isn’t providing enough power to the DVR for it to function normally. Unfortunately, since the power supply wasn’t sent to us, we can’t fully test your setup, but I’m running it with multiple cameras to get the hard drive to write over to make sure it’s not a fault hard drive. 3.)    We have a lead on repair parts for the cracked front plate, so that we might be able to repair it.   Feel free to give me a call if you have any questions!   - [redacted] T. Platinum CCTV To which Matt Responded: From: [email protected] Date: May 9, 2018 at 6:12:42 PM CDT To: [redacted] - Platinum CCTV Subject: Re: RMA update Yes if you can get it repaired and send me a new power supply that will be fine at the postal service expense.Theres no way they can deny that cost for they were negligent handing the box.Let me know how it goes.Any other company would have made it right for the customer and I would of had my recorder back already.I don’t want this dragging out any further.Thank you. Sent from my iPhone In response, I wrote Matt the following email: On May 10, 2018, at 11:03 AM, [redacted] wrote:   Matt,        I understand you are frustrated with the situation, as are we.  However, it is not exactly as you represent in your email:   ·        Shippers consider a box “compromised” once it has already been shipped once.  This is because in the normal course of shipping packages, the box becomes compromised slightly (banged up corners and sides) which can endanger the contents if used a second time.  Shipping in the same box again is generally against their policies and voids many of their claims processes, because it is considered to be a compromised box.  Use of popped bubble wrap and already shipped crushed packing paper also is against shipper’s requirements for protecting the contents.  “Follow these four steps: 1.      Choose a box strong enough to hold the contents. That means it shouldn't have tears, rips, bends, or other damage. You can use your own box or UPS packaging supplies. Ideally, you'll want to use a new corrugated box.” https://www.ups.com/us/en/services/individual-shipper/preparing-to-ship.page   o   We have no control of USPS claims, or when/if they will honor a claim.  They have approved claims that we should never have filed (like yours) due to insufficient packaging, and denied claims that should have been paid for obscure reasons. o   We also did not package the DVR to ship it back to us. o   We did however send you a paid label for shipping, despite the fact that the DVR was well out of warranty.  We did this as a courtesy because there was a chance that the hard drive that was just installed may have been having an issue.  This doesn’t appear to actually be the case.   ·        We understand that it is critical to have your cameras up and operating, and for this reason, we make every effort from the moment we are notified that we do everything possible to get your cameras back up and running as quickly as possible.  Starting with clearly communicating exactly what to send back to us (in this case, the DVR and Power Supply Unit) and testing it when it comes in to our office.  Because it was a POSSIBILITY that it was the hard drive, we paid for the return shipping as a convenience to you.   In this case, the testing of the DVR to determine what issue is occurring can take time, this is further exacerbated when we do not receive all of the equipment we ask for, like the power supply.  We specifically ask for the power supply for DVRs, because this component in particular can cause a host of issues that manifest in many different ways.  When it comes to intermittent problems especially, it is crucial because otherwise we are plugging the DVR in with a known good power supply, and just waiting for it to potentially have an issue.  This specifically is what we have been doing with your DVR, since we do not have your power supply, because we can only diagnose now through the process of elimination.  This is the reason that you have not received your DVR back.   Update: It appears as though USPS has approved a partial payment, but does not indicate where the payment will be sent (us or you).    If you receive the check from USPS instead, then please let us know to avoid further delay   As we have already paid for 1 direction shipping on this out of warranty DVR, we will replace the power supply with funds issued by USPS once received, repair the case to the best of our abilities, and any remaining funds will be applied towards the return shipping cost     Thank you, [redacted] Platinum CCTV™ Surveillance Solutions   From that Point, Matt began making threats to hold us hostage with a Revdex.com claim or online reviews unless we provided him with a new DVR.  Note, he already received the money from the claim prior to my email, and was pushing us to send him a new DVR so that perhaps we wouldn’t notice that he got both the money and a new DVR.  He should not have even received that money, as we paid for the shipment in the first place, but he thought he could double-dip since he got the check instead of us, by riding us.     Matt’s Response:   From: [redacted]@gmail.com Sent: Thursday, May 10, 2018 7:19 PM To: [redacted] Subject: Re: RMA update   I just sent this dvr back to you a little over a month ago with the power supply, the hard drive was fixed and you guys did not even send me the power supply cord back.I had to call you and get a new cord sent back.So I specifically did not send it to you as it was tested a month ago and working fine and you guys did not even send it back In the box with the dvr,so why would I be let that happen again.I got 50 dollars back they refused any more as your shipping label was not insured for the price of the dvr.I shipped it to you this time In the same box and packing that you sent it back to me a month ago in ,no more no less packing.So I will give you one more chance with me I will give you that 50 dollars they gave me you can give me a working fixed dvr.If not I’m going to the Revdex.com and filing a complaint against you as well as an online review complaint .They are selling that same dvr online for 160 dollars shipped.So ball is in your court,you want the complaint then keep giving me the run around I will gladly buy a new one shipped for 160 and never deal with you company again.I have been loyal to your company for 10 or more years now.So it’s about time you take care of your customer and stop acting like your on the verge of bankruptcy. Sent from my iPhone   On May 10, 2018, at 2:54 PM, [redacted] wrote: Matt,     Who is giving who the run around?  You received the check from USPS on a package you didn’t even pay to ship, and didn’t tell us about it.  Your DVR works fine.  I would recommend purchasing a power supply for it with the money that you received from USPS.         We unfortunately have notes going back to 2008 regarding you, showing us giving you free hard drives (because even though no problems existed we still were trying to make sure we took care of you), components and shipping costs multiple times due to your complaining about non-existent problems in many cases.  This wasn’t even the first time we had to file claim on your behalf over shipping.  This DVR has been out of warranty for over a year, and you damaged it by throwing it in a used box with insufficient packaging and shipping it to us.  Aside from that, the DVR and hard drive are fine.  We are NOT responsible for telling you not to use a beaten up box and destroyed packaging material to send sensitive electronics in.  That is common sense.       Yes, you did send the power supply last time.  And it was not exhibiting any problems.  Once we got the hard drive to make noises and fail as it had at your facility, we replaced the hard drive.  Obviously the power supply was working for you for a month as well.  We cannot predict its failure intermittent power supply issues can even lend to hard drive failures.  If we were able to predict it, we would have sold you a new power supply at that time.  Yes, we did forget the cord last time, and when we were informed of the issue, we made it right as quickly as possible sending it out to you at our own expense.       Now, after all these times bending over backwards to try make you happy, you extort us to send you a brand new DVR when your DVR is working fine and outside of warranty by holding a review over us.  All the while keeping the money that USPS sent you and not bothering to even let us know, but continuing to prod us about the claim anyway, even though you knew it was resolved and paid.      You can have any carrier pickup your DVR at any time, or send us a Pre-paid label for the DVR and we will put it in the mail.  We had already ensured that nothing further would be sold to you, as it appears as though you are a person who is unable to be happy no matter how hard we try.   We wish you the best in all your endeavors.   Thank you, [redacted] Platinum CCTV™ Surveillance Solutions   The customer escalated further with rapid-fire emails and threats, so I finally sent one last email to be sure he know that his DVR is fully functional.  All he needs is a common power supply unit that he can get anywhere.         Matt,      Your DVR is functional, as it has been since it was received.  Send us a label, we will return it to you.   End of communication.   Thank you, [redacted]   This client has received more in free shipping and free upgraded products that were not actually defective just because he would complain loud enough and long enough to wear down whomever he was talking with at the time.  However, in this case, he has already received fair compensation for a 2+ year old, out of warranty DVR that is FULLY FUNCTIONAL still.  I told him that he just needed to purchase a power supply (probably $12-15 and readily available anywhere) to power his DVR.  His old power supply likely caused his Hard Drive failure over time, and is most surely causing his H message and DVR failing to record (the DVR powers up but does not have sufficient amperage to power up the moving components in the hard drive). We will not sell a power supply (or anything else) to this customer again, and we will not pay for return shipping, as we should not have even paid for the shipping for him to return the DVR to us, as the failure had nothing to do with the repair in February 2018.  We will however gladly ship his DVR back to him, fully functional, and even offered to fix the crack in the front of the case, he just needs to send us a label (which he can even pay for with the money from USPS that he has left-over after purchasing a power supply).

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Yes, we received this email from the customer after over 5 months time, which is well outside the 30 day return policy, but well inside the 1 year warranty. The...

customer was offered technical support to try to help her get the camera online and operating, as by her statement it seemed as though she had not yet been able to accomplish that task, nor had contacted us within that period of time to ask any questions or get any support.
She refused to allow us to assist her.
It is not possible to return the product after 5 times the return policy limitation.
We would still be glad to provide technical support for helping to join the camera to her Internet connection, and will of course honor the warranty of the camera during the 1 year limited warranty period if the camera has a defect in materials or workmanship during that period.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I notified seller prior to the 6 month period...though it was 5 months after repeatedly trying to make this product work...I decided to return it before the 6 months. I am still wanting a refund and will next any measure beyond this to acquire it...I will not be taken advantage of by sellers if the product(s) are not deemed appropriate or in good working condition. This happens all to much to consumers...it is a wonder how many pet camera's are returned to this seller.
Final Business Response /* (4000, 9, 2015/05/15) */
You have continued stating we were informed before 6 months. That is a correct statement, you did contact us within 6 months. However, and I cannot emphasize this enough, there is no 6 month return policy (30 days = 1 month).
PETVIDENCE RETURN POLICY:
Petvidence HD Cameras have a 30-day money back return policy. Simply contact us at (XXX) XXX-XXXX within 30 days of order being placed to request your return. Returns must be received in like new condition in the original packaging to be considered for return. Returns must be received within 14 days of return request. Returns not meeting these conditions will be refused. Credit will be issued back to the initial form of payment within 15 business days of receipt of returns that meet the above criteria. Shipping costs are non-refundable for any reason. There is no restocking fee for returns. -
WARRANTY AND SUPPORT
We are committed to helping you watch your pet. If for any reason you experience a problem with your Petvidence HD Pet camera, please contact us for assistance and support. Our network professionals can help you setup, or re-setup your camera during normal business hours
10 AM - 6 PM CST M-TH; 12 PM - 5 PM F).
Petvidence cameras carry a 1 year limited warranty, protecting this product from defects in materials or workmanship during that period. If you experience an issue, please contact us for assistance, many problems are network related and can be easily solved without returning the camera.
We have never offered a 6 month return policy. To do so on electronic goods would be unreasonable and unsustainable, as with technology-related items, revisions and updates to products happen at an increasing rate. For instance, the vehicle or computer you purchase today has been surpassed by newer models often within a matter of months.
We have honored our 30 day return policy with several customers who decided to take advantage of that option, and have provided technical support for many other customers who have had issues getting their cameras online due to their internet connection. Our technicians are well-versed in all types of internet connections and routers and are willing to always assist our customers, though you have opted not to take advantage of this free service that we provide.
Unfortunately, we cannot allow customers to make up their own return policy on products they have purchased, however we will be glad to assist you in getting your camera working, or provide repair/replacement to the camera if it is deemed to be defective within the 1 year warranty period.

Product is non functional...also, there was an email to all purchasers from them stating they were sorry that there was a problem with their connection. Tried to make it work several times ... had a tech person help and couldn't get it to work...the Pet Camera...they would not honor their product by refund...now I have a useless but expensive piece of plastic. I would say do business elsewhere if you want a more pleasant experience.

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Yes, we received this email from the customer after over 5 months time, which is well outside the 30 day return policy, but well inside the 1 year warranty. The customer was...

offered technical support to try to help her get the camera online and operating, as by her statement it seemed as though she had not yet been able to accomplish that task, nor had contacted us within that period of time to ask any questions or get any support.
She refused to allow us to assist her.
It is not possible to return the product after 5 times the return policy limitation.
We would still be glad to provide technical support for helping to join the camera to her Internet connection, and will of course honor the warranty of the camera during the 1 year limited warranty period if the camera has a defect in materials or workmanship during that period.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I notified seller prior to the 6 month period...though it was 5 months after repeatedly trying to make this product work...I decided to return it before the 6 months. I am still wanting a refund and will next any measure beyond this to acquire it...I will not be taken advantage of by sellers if the product(s) are not deemed appropriate or in good working condition. This happens all to much to consumers...it is a wonder how many pet camera's are returned to this seller.
Final Business Response /* (4000, 9, 2015/05/15) */
You have continued stating we were informed before 6 months. That is a correct statement, you did contact us within 6 months. However, and I cannot emphasize this enough, there is no 6 month return policy (30 days = 1 month).
PETVIDENCE RETURN POLICY:
Petvidence HD Cameras have a 30-day money back return policy. Simply contact us at (XXX) XXX-XXXX within 30 days of order being placed to request your return. Returns must be received in like new condition in the original packaging to be considered for return. Returns must be received within 14 days of return request. Returns not meeting these conditions will be refused. Credit will be issued back to the initial form of payment within 15 business days of receipt of returns that meet the above criteria. Shipping costs are non-refundable for any reason. There is no restocking fee for returns. -
WARRANTY AND SUPPORT
We are committed to helping you watch your pet. If for any reason you experience a problem with your Petvidence HD Pet camera, please contact us for assistance and support. Our network professionals can help you setup, or re-setup your camera during normal business hours
10 AM - 6 PM CST M-TH; 12 PM - 5 PM F).
Petvidence cameras carry a 1 year limited warranty, protecting this product from defects in materials or workmanship during that period. If you experience an issue, please contact us for assistance, many problems are network related and can be easily solved without returning the camera.
We have never offered a 6 month return policy. To do so on electronic goods would be unreasonable and unsustainable, as with technology-related items, revisions and updates to products happen at an increasing rate. For instance, the vehicle or computer you purchase today has been surpassed by newer models often within a matter of months.
We have honored our 30 day return policy with several customers who decided to take advantage of that option, and have provided technical support for many other customers who have had issues getting their cameras online due to their internet connection. Our technicians are well-versed in all types of internet connections and routers and are willing to always assist our customers, though you have opted not to take advantage of this free service that we provide.
Unfortunately, we cannot allow customers to make up their own return policy on products they have purchased, however we will be glad to assist you in getting your camera working, or provide repair/replacement to the camera if it is deemed to be defective within the 1 year warranty period.