This is a long story, one that I debated whether to write or not but in the end THEY (Security Labs) left me no choice After purchasing of their cameras and of their DVR's (a substantial investment) plus the associated costs of installation) Given out frequent travels I recently decided to set up the DVR's for remote viewing in order to enhance our family property security as well as for peace of mind After carefully spending sometime reading the set up manual that came with the devices and even though I'm fairly knowledgeable with computers I recognized that setting up the network environment was beyond my capabilities Around January the 6th I decided to call Security Labs Customer Service / Technical Support and had the chance to talk to Brandon who was on duty that day He was very helpful and assisted me (remote access to my computer) in setting up the entire networkEverything went well except that one of the functionalities (access via telephone) was beyond his knowledge and thus could not be set upObviously, to have access to the cameras one I was at home was somewhat redundant as I could simply look at the window and get the same serviceI indicated that remote access was a must for me and thus I needed that issue solvedBrandon offered to talk to another specialist the following day and get back to me After waiting several days and having not received any subsequent calls I decided to place yet another call to Security LabsThis time, a gentleman by the name of Dan [redacted] answered the phone After briefly explaining my case (which he mentioned he was familiar with) he simply told me he "could not any time with me"I questioned such response to which he reply "we are short staffed" Then I proceeded to ask "when would it be a more convenient time or day for me to call" to which he once again he responded "I cannot spend any time with you....." (obviously meaning that day or ever...) Being that I had purchased all these products in good faith and was only looking to implement one of its functionalities and obviously very disappointed by the level of service and lack of care for customer service I decided (on January 13th, 2016) to write a letter to Security Labs Customer Service explaining the facts as they had occurred and seeking a remedy to my inquiry Later that same day I received an e-mail from Mr [redacted] with more instructions about the DVR set up he also apologized at the end of the letter Although I was able to perform most of the instructions I got stuck on a technical issue (JUST ONE ISSUE) regarding Port Forwarding (?) This was beyond my knowledge and therefore I responded to him (via e-mail on January 14th 11:am EST) indicating that ALL steps had been performed as per his instructions but there was a problem with Port ForwardingI explained I was not familiar with this technical aspect and even attached Screen Shots showing the issue and asked for his help and assistance in finishing up the set up After waiting the rest of the 14th, the 15th and most (if not all) the 16th, at 7:pm I decided to send (yet) another complaint to Security Labs as this was, apparently, the only way to get any responses from them When backtracking into Mr [redacted] 's e-mail (which I remind you, was triggered by my 1st complain) I notice that unbeknownst to him, he had, in his e-mail, forwarded an internal e-mail from Security Labs "customer service" This is the text of such e-mail, At 11:AM 1/13/-0500, you wrote: Can one of you help this guy today? Not sure how much he is embellishing the story, but if we get a bad review, especially on Home Depot, it could kill the momentum of our new line before it begins Dennis Obviously, after catching that internal e-mail which was not only disrespectful while questioning my integrity but obviously put in evidence the lack of seriousness this business displays when it comes to support its clients Obviously I was not happy and decided to send them a pretty stern letter pretty much demanding service (I could have simply filed this complaint and be done with it, but a solution to the problem was more important than a personal dispute) My letter was not friendly but still was aimed at resolving the problem Once againthe complaint got the response (via e-mail of course) Mr [redacted] replied but once again, the Port Forwarding issue was not even addressed even though I had specifically asked about it..)He repeated the same instructions I had already indicated they have been done so the indicated instructions did not solved the problem I indicated this to him on another e-mail on the 25th, once again indicating everything had been done but to no avail He responded to that, now with instructions about port forwarding rules and other stuffand in the end (clearly waiving me "bye bye") he ends with I wish you the best at this point, not knowing if I was talking to a person who was actually reading my e-mails or not, my frustration level pretty highI responded to him itemizing every single item on his latest "instructions" e-mail and very clearly indicating "I DO NOT KNOW HOW TO DO THIS PORT FORWARDING RULE THING" here is an excerpt from my e-mail 1) Have you created the Port Forwarding rules in your router for the mobile ports on each of your DVR's? I have no idea How to do thatIn my initial e-mail I sent a screen shot with that info and asked where and or how to do that but nothing was ever said about the rules in that screen shot you will see what Brandon did that day when we set them up.(again screen shot included) Not only nobody ever called or wrote to apologized for their constant lack of care and support I, had to, once againplace another call This time Dennis answered I didn't even remember his name (from the statement above)..so I went on to tell him my issue and the need to resolve it Far from being helpful, he just told me with a pretty sarcastic tone "Ohh yeahI'm familiar with your case.." I asked for Dan [redacted] as I could tell this guy was not going to be helpful"he is not here anymore..." was the answer He mumble some technical stuff, I asked him about remotely accessing my computer and verifying the set up, he simply ignored my request and proceeded to tell me to call the manufacturer of the router (and pay for technical assistance) and get help from them to set up the Port Forwarding Dumfounded I end the call I sat in my chair in disbelief at ANY kind of business providing such rude, despicable, uninterested and lame Customer Service I did though call Netgear (which obviously wanted to charge me to do anything) I was though able to read some settings and a technician saying "seems OK" but the issue needs to be addressed by those from whom you bought the DVDr's Back to calling Security LabsThis time, my wife calls (as I was beyond me regarding this company) and she asked to talk directly to the owner or person in charge The person who answer was named Brett and according to him he was, along with Dennis !!!!! a co-owner of this company !!! Well, my wife handed over the phone to me and I spent sometime going over my issue with BrettHe seemed a nice person and willing to help but, after going back and forth a few times when he was supposed to finally access my computer via remotemysteriously he could no "ping" (find) my computer...so that was the end of that Far from offering a follow up o the following day, later or at any given time, the end suggestion was that I seek (and pay) a Network technician to fix the issueand, IF there was any problems ...such technician could call them UNBELIEVABLE I did get a technician but in the process of solving this problem others were created so I had NO choice but to call Security Labs again !!!!!!! This time I was not so lucky and Dennis (yes, one of the co-owners, the same one who had said I was embellishing my claims of lack of service)His voice was alert and attentive but once I mentioned my name the tone changed once again to "ohhh my Goddthis guy again ??? ohhhhh well I'll put up with you..." Again, no true willingness to help., no offer like " Hey Alex you know what? it's been too longlet's fix this one and for all ..!!!! , and obviouslyno "Hey, I'm sorry for what I said about you, I owe you an apology.." The call ended up abruptly and that;s when I decided to part ways with them but, before doing so (and as I promised them in one of my letters after I not only sensed but was very much shown their lack of care) I would make sure a complaint was filed in every single way I could so others did not have to suffer the same horrible experience I had just gone through Unlike them I'm a man of my word and thus this complaint
This is a long story, one that I debated whether to write or not but in the end THEY (Security Labs) left me no choice.
After purchasing 8 of their cameras and 2 of their DVR's (a substantial investment) plus the associated costs of installation).
Given out frequent travels I recently decided to set up the DVR's for remote viewing in order to enhance our family property security as well as for peace of mind.
After carefully spending sometime reading the set up manual that came with the devices and even though I'm fairly knowledgeable with computers I recognized that setting up the network environment was beyond my capabilities.
Around January the 6th I decided to call Security Labs Customer Service / Technical Support and had the chance to talk to Brandon who was on duty that day.
He was very helpful and assisted me (remote access to my computer) in setting up the entire network. Everything went well except that one of the functionalities (access via telephone) was beyond his knowledge and thus could not be set up. Obviously, to have access to the cameras one I was at home was somewhat redundant as I could simply look at the window and get the same service. I indicated that remote access was a must for me and thus I needed that issue solved. Brandon offered to talk to another specialist the following day and get back to me.
After waiting several days and having not received any subsequent calls I decided to place yet another call to Security Labs. This time, a gentleman by the name of Dan [redacted] answered the phone.
After briefly explaining my case (which he mentioned he was familiar with) he simply told me he "could not any time with me". I questioned such response to which he reply "we are short staffed" ... Then I proceeded to ask "when would it be a more convenient time or day for me to call" to which he once again he responded "I cannot spend any time with you....." (obviously meaning that day or ever...)
Being that I had purchased all these products in good faith and was only looking to implement one of its functionalities and obviously very disappointed by the level of service and lack of care for customer service I decided (on January 13th, 2016) to write a letter to Security Labs Customer Service explaining the facts as they had occurred and seeking a remedy to my inquiry.
Later that same day I received an e-mail from Mr [redacted] with more instructions about the DVR set up.
he also apologized at the end of the letter.
Although I was able to perform most of the instructions I got stuck on a technical issue (JUST ONE ISSUE) regarding Port Forwarding (?).
This was beyond my knowledge and therefore I responded to him (via e-mail on January 14th 11:02 am EST) indicating that ALL steps had been performed as per his instructions but there was a problem with Port Forwarding. I explained I was not familiar with this technical aspect and even attached Screen Shots showing the issue and asked for his help and assistance in finishing up the set up.
After waiting the rest of the 14th, the 15th and most (if not all) the 16th, at 7:30 pm I decided to send (yet) another complaint to Security Labs as this was, apparently, the only way to get any responses from them.
When backtracking into Mr [redacted]'s e-mail (which I remind you, was triggered by my 1st complain) I notice that unbeknownst to him, he had, in his e-mail, forwarded an internal e-mail from Security Labs "customer service".
This is the text of such e-mail,
At 11:58 AM 1/13/2016 -0500, you wrote:
Can one of you help this guy today? Not sure how much he is embellishing the story, but if we get a bad review, especially on Home Depot, it could kill the momentum of our new line before it begins.
Dennis
Obviously, after catching that internal e-mail which was not only disrespectful while questioning my integrity but obviously put in evidence the lack of seriousness this business displays when it comes to support its clients.
Obviously I was not happy and decided to send them a pretty stern letter pretty much demanding service (I could have simply filed this complaint and be done with it, but a solution to the problem was more important than a personal dispute).
My letter was not friendly but still was aimed at resolving the problem....
Once again... the complaint got the response (via e-mail of course).
Mr. [redacted] replied but once again, the Port Forwarding issue was not even addressed even though I had specifically asked about it..). He repeated the same instructions I had already indicated they have been done so the indicated instructions did not solved the problem.
I indicated this to him on another e-mail on the 25th, once again indicating everything had been done but to no avail.
He responded to that, now with instructions about port forwarding rules and other stuff.... and in the end (clearly waiving me "bye bye") he ends with...
I wish you the best....
at this point, not knowing if I was talking to a person who was actually reading my e-mails or not, my frustration level pretty high... I responded to him itemizing every single item on his latest "instructions" e-mail and very clearly indicating "I DO NOT KNOW HOW TO DO THIS PORT FORWARDING RULE THING"...
here is an excerpt from my e-mail
1) Have you created the Port Forwarding rules in your router for the mobile ports on each of your DVR's?
I have no idea How to do that. In my initial e-mail I sent a screen shot with that info and asked where and or how to do that but nothing was ever said about the rules in that screen shot you will see what Brandon did that day when we set them up.(again screen shot included)
Not only nobody ever called or wrote to apologized for their constant lack of care and support I, had to, once again... place another call.
This time Dennis answered....
I didn't even remember his name (from the statement above)..so I went on to tell him
my issue and the need to resolve it.
Far from being helpful, he just told me with a pretty sarcastic tone "Ohh yeah.. I'm familiar with your case.." I asked for Dan [redacted] as I could tell this guy was not going to be helpful... "he is not here anymore..." was the answer.
He mumble some technical stuff, I asked him about remotely accessing my computer and verifying the set up, he simply ignored my request and proceeded to tell me to call the manufacturer of the router (and pay for technical assistance) and get help from them to set up the Port Forwarding.
Dumfounded I end the call I sat in my chair in disbelief at ANY kind of business providing such rude, despicable, uninterested and lame Customer Service.
I did though call Netgear (which obviously wanted to charge me to do anything) I was though able to read some settings and a technician saying "seems OK" but the issue needs to be addressed by those from whom you bought the DVDr's.
Back to calling Security Labs. This time, my wife calls (as I was beyond me regarding this company) and she asked to talk directly to the owner or person in charge.
The person who answer was named Brett and according to him he was, along with Dennis !!!!! a co-owner of this company !!!
Well, my wife handed over the phone to me and I spent sometime going over my issue with Brett. He seemed a nice person and willing to help but, after going back and forth a few times when he was supposed to finally access my computer via remote... mysteriously he could no "ping" (find) my computer...so that was the end of that.
Far from offering a follow up o the following day, later or at any given time, the end suggestion was that I seek (and pay) a Network technician to fix the issue.... and, IF there was any problems ...such technician could call them....
UNBELIEVABLE...
I did get a technician but in the process of solving this problem others were created so I had NO choice but to call Security Labs again !!!!!!!
This time I was not so lucky and Dennis (yes, one of the co-owners, the same one who had said I was embellishing my claims of lack of service).. His voice was alert and attentive but once I mentioned my name the tone changed once again to "ohhh my Godd... this guy again ??? ohhhhh well I'll put up with you..." Again, no true willingness to help., no offer like " Hey Alex you know what? it's been too long... let's fix this one and for all ..!!!! , and obviously... no "Hey, I'm sorry for what I said about you, I owe you an apology.."
The call ended up abruptly and that;s when I decided to part ways with them but, before doing so (and as I promised them in one of my letters after I not only sensed but was very much shown their lack of care) I would make sure a complaint was filed in every single way I could so others did not have to suffer the same horrible experience I had just gone through.
Unlike them I'm a man of my word and thus this complaint.
This is a long story, one that I debated whether to write or not but in the end THEY (Security Labs) left me no choice After purchasing of their cameras and of their DVR's (a substantial investment) plus the associated costs of installation) Given out frequent travels I recently decided to set up the DVR's for remote viewing in order to enhance our family property security as well as for peace of mind After carefully spending sometime reading the set up manual that came with the devices and even though I'm fairly knowledgeable with computers I recognized that setting up the network environment was beyond my capabilities Around January the 6th I decided to call Security Labs Customer Service / Technical Support and had the chance to talk to Brandon who was on duty that day He was very helpful and assisted me (remote access to my computer) in setting up the entire networkEverything went well except that one of the functionalities (access via telephone) was beyond his knowledge and thus could not be set upObviously, to have access to the cameras one I was at home was somewhat redundant as I could simply look at the window and get the same serviceI indicated that remote access was a must for me and thus I needed that issue solvedBrandon offered to talk to another specialist the following day and get back to me After waiting several days and having not received any subsequent calls I decided to place yet another call to Security LabsThis time, a gentleman by the name of Dan [redacted] answered the phone After briefly explaining my case (which he mentioned he was familiar with) he simply told me he "could not any time with me"I questioned such response to which he reply "we are short staffed" Then I proceeded to ask "when would it be a more convenient time or day for me to call" to which he once again he responded "I cannot spend any time with you....." (obviously meaning that day or ever...) Being that I had purchased all these products in good faith and was only looking to implement one of its functionalities and obviously very disappointed by the level of service and lack of care for customer service I decided (on January 13th, 2016) to write a letter to Security Labs Customer Service explaining the facts as they had occurred and seeking a remedy to my inquiry Later that same day I received an e-mail from Mr [redacted] with more instructions about the DVR set up he also apologized at the end of the letter Although I was able to perform most of the instructions I got stuck on a technical issue (JUST ONE ISSUE) regarding Port Forwarding (?) This was beyond my knowledge and therefore I responded to him (via e-mail on January 14th 11:am EST) indicating that ALL steps had been performed as per his instructions but there was a problem with Port ForwardingI explained I was not familiar with this technical aspect and even attached Screen Shots showing the issue and asked for his help and assistance in finishing up the set up After waiting the rest of the 14th, the 15th and most (if not all) the 16th, at 7:pm I decided to send (yet) another complaint to Security Labs as this was, apparently, the only way to get any responses from them When backtracking into Mr [redacted] 's e-mail (which I remind you, was triggered by my 1st complain) I notice that unbeknownst to him, he had, in his e-mail, forwarded an internal e-mail from Security Labs "customer service" This is the text of such e-mail, At 11:AM 1/13/-0500, you wrote: Can one of you help this guy today? Not sure how much he is embellishing the story, but if we get a bad review, especially on Home Depot, it could kill the momentum of our new line before it begins Dennis Obviously, after catching that internal e-mail which was not only disrespectful while questioning my integrity but obviously put in evidence the lack of seriousness this business displays when it comes to support its clients Obviously I was not happy and decided to send them a pretty stern letter pretty much demanding service (I could have simply filed this complaint and be done with it, but a solution to the problem was more important than a personal dispute) My letter was not friendly but still was aimed at resolving the problem Once againthe complaint got the response (via e-mail of course) Mr [redacted] replied but once again, the Port Forwarding issue was not even addressed even though I had specifically asked about it..)He repeated the same instructions I had already indicated they have been done so the indicated instructions did not solved the problem I indicated this to him on another e-mail on the 25th, once again indicating everything had been done but to no avail He responded to that, now with instructions about port forwarding rules and other stuffand in the end (clearly waiving me "bye bye") he ends with I wish you the best at this point, not knowing if I was talking to a person who was actually reading my e-mails or not, my frustration level pretty highI responded to him itemizing every single item on his latest "instructions" e-mail and very clearly indicating "I DO NOT KNOW HOW TO DO THIS PORT FORWARDING RULE THING" here is an excerpt from my e-mail 1) Have you created the Port Forwarding rules in your router for the mobile ports on each of your DVR's? I have no idea How to do thatIn my initial e-mail I sent a screen shot with that info and asked where and or how to do that but nothing was ever said about the rules in that screen shot you will see what Brandon did that day when we set them up.(again screen shot included) Not only nobody ever called or wrote to apologized for their constant lack of care and support I, had to, once againplace another call This time Dennis answered I didn't even remember his name (from the statement above)..so I went on to tell him my issue and the need to resolve it Far from being helpful, he just told me with a pretty sarcastic tone "Ohh yeahI'm familiar with your case.." I asked for Dan [redacted] as I could tell this guy was not going to be helpful"he is not here anymore..." was the answer He mumble some technical stuff, I asked him about remotely accessing my computer and verifying the set up, he simply ignored my request and proceeded to tell me to call the manufacturer of the router (and pay for technical assistance) and get help from them to set up the Port Forwarding Dumfounded I end the call I sat in my chair in disbelief at ANY kind of business providing such rude, despicable, uninterested and lame Customer Service I did though call Netgear (which obviously wanted to charge me to do anything) I was though able to read some settings and a technician saying "seems OK" but the issue needs to be addressed by those from whom you bought the DVDr's Back to calling Security LabsThis time, my wife calls (as I was beyond me regarding this company) and she asked to talk directly to the owner or person in charge The person who answer was named Brett and according to him he was, along with Dennis !!!!! a co-owner of this company !!! Well, my wife handed over the phone to me and I spent sometime going over my issue with BrettHe seemed a nice person and willing to help but, after going back and forth a few times when he was supposed to finally access my computer via remotemysteriously he could no "ping" (find) my computer...so that was the end of that Far from offering a follow up o the following day, later or at any given time, the end suggestion was that I seek (and pay) a Network technician to fix the issueand, IF there was any problems ...such technician could call them UNBELIEVABLE I did get a technician but in the process of solving this problem others were created so I had NO choice but to call Security Labs again !!!!!!! This time I was not so lucky and Dennis (yes, one of the co-owners, the same one who had said I was embellishing my claims of lack of service)His voice was alert and attentive but once I mentioned my name the tone changed once again to "ohhh my Goddthis guy again ??? ohhhhh well I'll put up with you..." Again, no true willingness to help., no offer like " Hey Alex you know what? it's been too longlet's fix this one and for all ..!!!! , and obviouslyno "Hey, I'm sorry for what I said about you, I owe you an apology.." The call ended up abruptly and that;s when I decided to part ways with them but, before doing so (and as I promised them in one of my letters after I not only sensed but was very much shown their lack of care) I would make sure a complaint was filed in every single way I could so others did not have to suffer the same horrible experience I had just gone through Unlike them I'm a man of my word and thus this complaint
This is a long story, one that I debated whether to write or not but in the end THEY (Security Labs) left me no choice.
After purchasing 8 of their cameras and 2 of their DVR's (a substantial investment) plus the associated costs of installation).
Given out frequent travels I recently decided to set up the DVR's for remote viewing in order to enhance our family property security as well as for peace of mind.
After carefully spending sometime reading the set up manual that came with the devices and even though I'm fairly knowledgeable with computers I recognized that setting up the network environment was beyond my capabilities.
Around January the 6th I decided to call Security Labs Customer Service / Technical Support and had the chance to talk to Brandon who was on duty that day.
He was very helpful and assisted me (remote access to my computer) in setting up the entire network. Everything went well except that one of the functionalities (access via telephone) was beyond his knowledge and thus could not be set up. Obviously, to have access to the cameras one I was at home was somewhat redundant as I could simply look at the window and get the same service. I indicated that remote access was a must for me and thus I needed that issue solved. Brandon offered to talk to another specialist the following day and get back to me.
After waiting several days and having not received any subsequent calls I decided to place yet another call to Security Labs. This time, a gentleman by the name of Dan [redacted] answered the phone.
After briefly explaining my case (which he mentioned he was familiar with) he simply told me he "could not any time with me". I questioned such response to which he reply "we are short staffed" ... Then I proceeded to ask "when would it be a more convenient time or day for me to call" to which he once again he responded "I cannot spend any time with you....." (obviously meaning that day or ever...)
Being that I had purchased all these products in good faith and was only looking to implement one of its functionalities and obviously very disappointed by the level of service and lack of care for customer service I decided (on January 13th, 2016) to write a letter to Security Labs Customer Service explaining the facts as they had occurred and seeking a remedy to my inquiry.
Later that same day I received an e-mail from Mr [redacted] with more instructions about the DVR set up.
he also apologized at the end of the letter.
Although I was able to perform most of the instructions I got stuck on a technical issue (JUST ONE ISSUE) regarding Port Forwarding (?).
This was beyond my knowledge and therefore I responded to him (via e-mail on January 14th 11:02 am EST) indicating that ALL steps had been performed as per his instructions but there was a problem with Port Forwarding. I explained I was not familiar with this technical aspect and even attached Screen Shots showing the issue and asked for his help and assistance in finishing up the set up.
After waiting the rest of the 14th, the 15th and most (if not all) the 16th, at 7:30 pm I decided to send (yet) another complaint to Security Labs as this was, apparently, the only way to get any responses from them.
When backtracking into Mr [redacted]'s e-mail (which I remind you, was triggered by my 1st complain) I notice that unbeknownst to him, he had, in his e-mail, forwarded an internal e-mail from Security Labs "customer service".
This is the text of such e-mail,
At 11:58 AM 1/13/2016 -0500, you wrote:
Can one of you help this guy today? Not sure how much he is embellishing the story, but if we get a bad review, especially on Home Depot, it could kill the momentum of our new line before it begins.
Dennis
Obviously, after catching that internal e-mail which was not only disrespectful while questioning my integrity but obviously put in evidence the lack of seriousness this business displays when it comes to support its clients.
Obviously I was not happy and decided to send them a pretty stern letter pretty much demanding service (I could have simply filed this complaint and be done with it, but a solution to the problem was more important than a personal dispute).
My letter was not friendly but still was aimed at resolving the problem....
Once again... the complaint got the response (via e-mail of course).
Mr. [redacted] replied but once again, the Port Forwarding issue was not even addressed even though I had specifically asked about it..). He repeated the same instructions I had already indicated they have been done so the indicated instructions did not solved the problem.
I indicated this to him on another e-mail on the 25th, once again indicating everything had been done but to no avail.
He responded to that, now with instructions about port forwarding rules and other stuff.... and in the end (clearly waiving me "bye bye") he ends with...
I wish you the best....
at this point, not knowing if I was talking to a person who was actually reading my e-mails or not, my frustration level pretty high... I responded to him itemizing every single item on his latest "instructions" e-mail and very clearly indicating "I DO NOT KNOW HOW TO DO THIS PORT FORWARDING RULE THING"...
here is an excerpt from my e-mail
1) Have you created the Port Forwarding rules in your router for the mobile ports on each of your DVR's?
I have no idea How to do that. In my initial e-mail I sent a screen shot with that info and asked where and or how to do that but nothing was ever said about the rules in that screen shot you will see what Brandon did that day when we set them up.(again screen shot included)
Not only nobody ever called or wrote to apologized for their constant lack of care and support I, had to, once again... place another call.
This time Dennis answered....
I didn't even remember his name (from the statement above)..so I went on to tell him
my issue and the need to resolve it.
Far from being helpful, he just told me with a pretty sarcastic tone "Ohh yeah.. I'm familiar with your case.." I asked for Dan [redacted] as I could tell this guy was not going to be helpful... "he is not here anymore..." was the answer.
He mumble some technical stuff, I asked him about remotely accessing my computer and verifying the set up, he simply ignored my request and proceeded to tell me to call the manufacturer of the router (and pay for technical assistance) and get help from them to set up the Port Forwarding.
Dumfounded I end the call I sat in my chair in disbelief at ANY kind of business providing such rude, despicable, uninterested and lame Customer Service.
I did though call Netgear (which obviously wanted to charge me to do anything) I was though able to read some settings and a technician saying "seems OK" but the issue needs to be addressed by those from whom you bought the DVDr's.
Back to calling Security Labs. This time, my wife calls (as I was beyond me regarding this company) and she asked to talk directly to the owner or person in charge.
The person who answer was named Brett and according to him he was, along with Dennis !!!!! a co-owner of this company !!!
Well, my wife handed over the phone to me and I spent sometime going over my issue with Brett. He seemed a nice person and willing to help but, after going back and forth a few times when he was supposed to finally access my computer via remote... mysteriously he could no "ping" (find) my computer...so that was the end of that.
Far from offering a follow up o the following day, later or at any given time, the end suggestion was that I seek (and pay) a Network technician to fix the issue.... and, IF there was any problems ...such technician could call them....
UNBELIEVABLE...
I did get a technician but in the process of solving this problem others were created so I had NO choice but to call Security Labs again !!!!!!!
This time I was not so lucky and Dennis (yes, one of the co-owners, the same one who had said I was embellishing my claims of lack of service).. His voice was alert and attentive but once I mentioned my name the tone changed once again to "ohhh my Godd... this guy again ??? ohhhhh well I'll put up with you..." Again, no true willingness to help., no offer like " Hey Alex you know what? it's been too long... let's fix this one and for all ..!!!! , and obviously... no "Hey, I'm sorry for what I said about you, I owe you an apology.."
The call ended up abruptly and that;s when I decided to part ways with them but, before doing so (and as I promised them in one of my letters after I not only sensed but was very much shown their lack of care) I would make sure a complaint was filed in every single way I could so others did not have to suffer the same horrible experience I had just gone through.
Unlike them I'm a man of my word and thus this complaint.