Spy Tec

Over the last 6 months I have had a very negative experience with this company and their product - the A118-C dash camera. At different times during the last 6 months I had ordered two of these cameras. The first one would not work at all in cold weather (but not below -10C the camera is rated for); it took 2 months to get that issue "resolved". Apparently, the power cables that originally came with the dash camera would not work in cold weather. Unfortunately, the replacement cord did no better at working in the cold temperatures. The second camera I bought continually restarts and does not record video. This has been occuring since I bought the camera but Spy Tec refuses to acknowledge this problem and emails one line emails back saying the camera is no longer under warranty. I first contacted them during their "90 day warranty period" which is not advertised anywhere - however they still declined to assist with their defective device. Now it is months outside the warranty period and it is still not fixed.

This company has been very difficult to work with. They tell you someone will call you back, and it never happens. I've waited weeks, to days and still nothing. Often they will be busy to answer calls and I have left several messages on different occasions for damaged product I received and never received a call back. The latest incident. We received a DVR which had LED lighting damage they agreed to an exchange. We shipped the package [redacted]. When we received the package it only had the battery no DVR. I called and they said the DVR was damaged when they received it. They neglected to notify us, so they just sent back the battery. We called several times waited several hours waiting to get to a manager. We still have not been able to speak with anyone who knows the exact return/exchange/damage policy.

Review: My product failed after three days, I immediately emailed the company about replacement. I had not received a response, so I called them. They advised to submit a request for a RMA. I did that 2 weeks ago and still have heard no response, either email or phone.Desired Settlement: I would like to return the item and get a refund.

Business

Response:

Dear Valued Customer, Thank you for your email. Please go to our web site directly and scroll down to the bottom of the page and click on return policy – please fill out that form and a customer service agent will contact you shortly with the RMA information. [redacted] Should you have any other questions, please feel free to let me know as soon as possible. If I could be of further assistance, please let me know. Sincerely, Nadya SpyTec. ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have already done this on 12/**/15 with no response.

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I would like a refund. I do not want to have to go through this again if the product fails. Thank you[redacted]

Business

Response:

Ok - once we receive the item we will refund.

Review: I placed my order #[redacted] on June **, 2015 1:45:50 PM EDT and selected next day delivery. SpyTec's website indicated that all products were in stock and that: "An order will ship out the same business day as long as the order is placed before 4:30PM EST. If an order comes in after 4:30PM EST or on the weekend, it will ship out the following business day. Ground shipments will take approximately 2-5 days within the US. 2nd Day and Next-day shipments will take two days and one day respectively."

It is now 3 days after I placed the order and I still do not have the items. I've requested 3 times to cancel this order and have my [redacted] account refunded $223.75 but have not received confirmation that this will take place.Desired Settlement: I want this order canceled and my [redacted] account refunded.

Business

Response:

Greetings,We are very sorry for the inconvenience caused. The order didn't ship as one of the item is on back ordered and you would have gotten an email informing you of this. However, we would love to cancel and refund the order for you but the funds are being held in [redacted] as I'm sure you might have opened up a [redacted] dispute for this transaction (if you can contact [redacted] to have them release the funds today), we would be happy to REFUND YOU IN FULL TODAY.Again, please accept our deepest apologies concerning this matter. If I could be of further assistance, please let me know. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and will escalate this via [redacted] to resolve the matter.Sincerely,

Buyer beware. Don't buy from SpyTecInc.com. These crooks shipped a defective dash cam to me. They refuse to answer my email and and hung up on 4 phone calls to their Customer Service number.

Review: Spytec sells devices for spying on cheating spouses. I ordered a GPS tracker for a friend of mine and put the first months billing on my credit card. I specifically checked the box indicating DO NOT rebill this credit card, one month later they did. After sending them an email, the refunded my money and assured me it wouldn't happen again. I checked my back account this morning and they had withdrawn another payment. I tried to talk to customer support, but I can't understand him and he finally hung up on me.Desired Settlement: I want my money refunded and assurance it won't happen again. Thank you in advance. Rick Copeland

Consumer

Response:

The Company STI refunded my money, but they have done this once before. I'll have to wait until next month to see if it happens again.

Sincerely,

Review: Over the last 6 months I have had a very negative experience with this company and their product - the A118-C dash camera. At different times during the last 6 months I had ordered two of these cameras - first in February 2015, and the second June 2015. The first one would not work at all in cold weather despite the packaging stating clearly it should work down to -10 Celsius it is rated for. I actually returned the one I ordered from [redacted] on February * and bought a replacement on February **, 2015. This replacement I thought was working but once again began having issues in cold weather. I contacted Spy Tec March **, 2015 and I was told the power cables that originally came with the dash camera would not work in cold weather and they sent a replacement about 2 months after I had bought the camera. Thus, I was essentially unable to use the camera for those two months. Unfortunately, the replacement cord did minimally better at working in the cold temperatures but the camera began restarting completely randomly or shutting off for long periods of time. I bought a second camera on June 2015 hoping Spy Tec had worked out the issues with the camera but have largely had to same problems with this new camera. It continually restarts and doesn't record most of the time. Sometimes it just completely shuts off. I have contacted Spy Tec but have thus far been unsuccessful in them acknowledging/offering to help with this problem. The only emails I have received since getting the new cables are one line emails back stating the camera is no longer under warranty. I first contacted them during their "90 day warranty period" (which is not advertised anywhere) in March- however they still declined to assist with their defective device. Now it is months outside the warranty period and it is still not fixed. I am left with two unuseable dash cameras.Desired Settlement: Acknowledge there is, or was, a problem with the original shipment of A118-Capacitor cameras and replace defective units.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a spy clock from this company after reading on their website that they guarantee discrete shipping. This package showed up on delivery with the exact title of the product noted right on the shipping ticket that was displayed for anyone to see "mini-clock with radio night vision hidden camera". This is not at all the discretion that was guaranteed on their website and to make matters worse, it was my husband that received the package and he is the reason I was purchasing it to beging with.

I contact them and argued back and forth for them to finally agree to refund the money in full that I paid for it, which I did receive. I looked into shipping the item and I am not at all familiar with how to ship products from where I live in Canada to the United States and any pricing I was seeing was over $70.00 to return ship, so I contacted them again because this was a problem for me and I argued about the shipping costs and that I should not have to be out of pocket any money on this item because they messed up and shipped it undiscretely. After some back and forth the company finally agreed to pay my return shipping costs and asked that I include a copy of the shipping invoice with the product and they will refund it.

I had received no response about the invoice I sent with the package so I emailed them back again only to have her say that the invoice was not in the package, when I know for a fact it was so I emailed it to her to make sure she had it. She received the invoice for the shipping costs and even went as far as to tell me that the cheque would be in the mail to me that day. Three weeks later I hadn't received anything so I phoned and she told me the matter was closed after her [redacted] spoke with me. I had never received any phone call or email from anyone and I explained that to her so I insisted on speaking with her [redacted]. I spoke with the [redacted] who informed me that they are not going to reimburse me for the shipping costs and he was only authorized to reimburse me for $9.00 worth and that they never agreed to pay any more than that, but there was never any discussion as to how much they would reimburse, they said include the invoice and they would reimburse it. There has been numerous emails between myself and the [redacted] and he is not going to honour the word they gave me to reimburse my shipping costs upon receipt of the shipping invoice. I have since tried to email him and they are no longer returning my emails.

I have all the emails to prove that they said they were going to reimburse the return shipping costs upon receipt of the invoice but now they are refusing to honour this. The shipping costs I'm out of pocket are almost as much as I paid for the product. They are the ones that say discrete shipping on the website and they are the ones that shipped it clearly showing what was being shipped and I should not have to be out of pocket any money for this at all. They stated in an email that they would reimburse return shipping, they never once stated this had to fall within a certain amount of money, they even went as far as to tell me the cheque is in the mail, which was stated after they received the invoice and knew how much it was for and now they are completely ignoring me.Desired Settlement: I want to have them honour their word in a written email that they would reimburse my shipping costs upon receipt of the shipping invoice, which is in the amount of $68.63

Business

Response:

The customer’s original complaint is that the item was promised to be shipped discretely. As a standard policy our products are shipped discretely in a number of ways.

1-We ship in plain brown padded envelopes with no marking whatsoever regarding spy or security.

2-The return address states only STI as our official DBA as not to show the corporate name of the company Spy Tec on any labeling.

3-We register with all credit card companies and processors as STI so even a credit card statement does not list Spy Tec as the seller.

In this customer’s case since it was an international shipment we needed to provide four copies of a commercial invoice in a re-sealable plastic pouch for customs purposes. It seems that when this package was processed by customs and the commercial invoice was checked and a customs employee must have replaced the invoice with the product name facing in a manner which exposed the description of the product. We must abide by international commercial shipping guidelines and should not be held responsible for following government regulations of which we have no control. We have been shipping internationally for eight years and this is the first time we have come across such an issue.

Since we do offer a 30 day return policy to our customers we agreed to refund the purchase price and due to the odd nature of what occurred and to satisfy a customer we even agreed to refund return shipping cost even though the customer was accusing us of something that was entirely out of our control. The customer paid $9.95 to have the package shipped to her, why would she choose to return it to us for a shipping fee of $70.00? The customer states in her complaint that “I am not familiar with how to ship products from where I live in Canada to the United States and any pricing I was seeing was over $70.00 to return ship”. When the customer placed the order in our shopping cart we offer shipping alternatives from $9.95 - $54.50 for international delivery. She was savvy enough to choose the $9.95 option when she was paying the invoice.

When the invoice from the customer arrived we felt it was egregious and agreed to reimburse her for what we felt would have been a reasonable shipping cost, approximately $9.00 (which she chose). The customer also states that “we are the ones that say discrete shipping on the website…etc” again we did ship as stated on our website “discretely” what happened with customs is unfortunate but out of our control. Our position is that we will still reimburse the customer for a fair and usual shipping cost but do not feel we are responsible for an error in judgment or her lack of knowledge regarding shipping which she herself admits. Due to the nature of our products returns are all too common and we have never had an issue of this kind in the past.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Here are the facts they have left out of their response:

- I was told to send the item back for reimbursement, which I did

- I was told to send a copy of the return shipping invoice and they would reimburse the cost

- I sent them a copy of the return shipping invoice

- I was told they did not receive it in my package, which I know for a fact I submitted

- I was told to email the invoice and they would reimburse the cost

- I emailed the shipping invoice

- I received a response back after they received the invoice advising me a cheque for the amount would be in the mail that day

- Over 2 weeks later I did not receive the cheque they told me was in the mail and I followed up which lead me to this complaint

- I was never told there was a limit on what would be reimbursed and even after they saw the invoice they still advised a reimbursement cheque was in the mail on its way to me

- They never once stated there was an issue with the invoice or the amount, I never heard from anyone and I had to follow up with them when I didn't receive a cheque only to then find out there was an issue. Never did they email me to let me know the cost was a problem

- I needed to send the package with tracking to ensure they received it and that I wouldn't have issues with them saying they never got it and not having proof. I checked multiple websites for costs on shipping and they were all in the range of $70.00. I did not at the time see shipping with tracking for anything less

- If there was a limit on what they would pay for reimbursement they should have stated so right from the beginning, they never said they would reimburse a certain amount, they said they would reimburse based on the return shipping invoice

- They kindly pointed out I'm savvy in choosing a $9.00 shipping, but I am not the one that arranged the shipping, they did so they clearly know how to ship things and they could have provided some advice in this regard.

I have attached all the emails showing that they received the shipping invoice and even after receiving the invoice and seeing exactly how much it cost me to send it back they still advised me the cheque was in the mail, I have attached all the emails to show this as well as the shipping invoice.

They clearly indicate they would reimburse my shipping costs based on the invoice I submitted and it is clear that they avoided contacting me and flat out lied to me by saying a cheque was in the mail.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have now had someone from the company message me to advise me that I will be reimbursed in full for the shipping costs; I have been trying to follow up since last week to receive verification that the reimbursement is in the mail as I was advised it would be but nobody is returning my message.

I have now been advised that the full $70.00 will be reimbursed so therefore I do not accept this response from the company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good day,

We will be refunding the return shipping for this customer.

Thank you,

Review: I ordered a spy camera device in March 2014 from this company. The device was to hard to operate and was not compatible with a MAC computer. I notified the company and they told me to send it back. The sent it back to me saying there was a scratch on the front an could not accept it back. I took the device to a MAC dealer and he found out the the device was defected and was not compatible to a MAC. Notified the company they said to return the device and pick out another one (would not give me my money back). I picked out different device, then was told that it was discontinued. I picked out a third device and was told the [redacted] of March that is was ordered, as of today I have not heard from the company and I still do not have the device, Device 1. Digital photo screen 2. Air Fresher 3. Ipod stationI would appreciate any help you can give me concerning this matter.Desired Settlement: Refund or a new device.

Business

Response:

Greetings,Firstly, we must apologize for the inconvenience caused. We will have the C1591 IPOD DOCK shipped shortly. I will personally email you the tracking number once the item leaves the warehouse.We are terribly sorry for the inconvenience this might have caused you. We are correcting this matter for you right now. Again, would please accept our deepest apologies concerning this matter. If I could be of further assistance, please let me know. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I will let you know when I receive the device. Thank you for your help.

Review: I have repeatedly sent emails and cancelations to this company and they still have continued to charge my account after many times of being sent a confirmation of a cancelation email which I still have and emails saying I'll receive my refund and over and over again nothing happens and jus recently I was told I will get my refund for a over a years worth of charges . Up too 300$ and I check my account again and seems recent charge of 25$ and this is where I am at calling them and waiting for their response . With nothing happening . A run around that's all I get I believe it's a over seas company with a USA address but the system and products are good but this charging is a problem they fail to resolve over and over again .Desired Settlement: I want my refund for 300$

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Spy Tec has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: At May ** I placed an order #[redacted] buying a mobius camera, an extension cable and supercapacitor.

By May ** they send me a package that I recive at May ** with the track number; [redacted] Number: [redacted] It has inside only 2/3 of the items that I pay for.

I had only recive the extension cable and the supercapacitor. There is not mobius camera inside the package.

So I email them back by May **, mention thise issue.

They answere me at May ** telling me they will have a replacement device shipped "shortly".

Since then I have been sending emails beggin them to send me the product.

Its been now more than 2 weeks since I place the order, and I have send them serverals emails, still I got empty hands, no camera.Desired Settlement: Ill like the order to be shipped before May [redacted], otherwise ill ask for cash back. Refund-Cash

Business

Response:

Greetings,We are so sorry to hear about this. We were just waiting for the item to return back to stock and now that it has we will be sending the item to you with [redacted] today: [redacted]. You should be receiving it in 1-3 business days.Again, please accept our deepest apologies concerning this matter. If I could be of further assistance, please let me know. Sincerely, [redacted] SpyTec.###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Thank you very much for your interventionI just recive the camera yesterday, ill test it thise weekend.Sincerely, [redacted]

Review: I purchased a hidden camera/clock from Spytec. Prior to making a purchase, I spoke with two customer service representatives ([redacted] and [redacted]). I explained to each of them that I may be purchasing other cameras in the future if this camera works well, but if not I will need to return it. Each one of them confirmed that I may return the camera for full refund. I confirmed the same multiple times and always received a consistent response.

Upon receipt of the camera, I noticed that there connectivity issues, it was not working well. I contacted Spytec and they said that they would refund me the full amount (but may not be able to refund me for return shipping if the camera is working), and provided me with the return information. After I mailed the return, I contacted Spytec again, and they informed me that they will issue a full credit back on my card. I then noticed that only a partial refund has been refunded back to my card and again contacted Spytec. [redacted] told me that she is not sure why I was charged a restocking fee, and will get back to me. She then informed me that they cannot refund me the 20% restocking fee after speaking with the manager, even though previously there was never any mention of such fee.Desired Settlement: I would like to get a refund for a restocking fee that Spytec charged me because (a) that was never discussed when I explicitly asked multiple times about the return policy and (ii) there were connectivity issues with the product.

Business

Response:

Greetings,

We are writing in regards to the Revdex.com complaint that was filed with our company for 20% restocking fee to be waived.

Please note that we do have a 30 days return policy in which the customer sent the item back to us for a refund. Upon receipt of the return device, the manufacturer tested the product and deemed the device to be a functioning one. Since there were no defects with this particular unit , the customer was subjected a 20 % restocking fee. Please note that we get charged this restocking fee from the manufacturer as well.

Kindly keep in mind that connectivity issues have nothing to do with the device itself.

We are unable to waive the 20% restocking fee for this transaction at this time.

We hope this information was helpful in resolution this matter.

Thank you and have a great day,

Review: Bought a camera for my car. device was defective. sent it back first week of september. sent email on sept 21 inquiring about status. told on september ** device was shipping and I would receive tracking info shortly. never got anything.september ** I emailed back asking about status. they replied back on october * and said that it was shipping that day. again, I was told I would receive tracking info once it went out.I emailed back on october * asking about it again. I get a reply back stating it went out on septemebr **. I replied and said I was confused because I was told on october * that it was going out that day and now it has supposedly gone out a week earlier. I ask for tracking info and get no replies anymore.I called them on october [redacted] and explained the situation and was asked if I could be put on hold while it is investigated. I was on hold for over an hour before I just hung up. nobody ever came back to check on me at all. I called back and told the guy I want a manager. he tells me manager is busy, another manager is out sick and a 3rd manager is on vacation. he then asks if I want to be put on hold and wait. I tell him no based on what just happened. I tell him he has until end of the day to get back with me or I am going to Revdex.com and anyone else I can. I have not received an email or phone call to this point of writing.I will gladly hand over an emails to prove what I am saying if requested.Desired Settlement: at this point I do not care if I get my money or a new device. just want it resolved. if I had a preference I guess it would be money back since I do not trust them at this point and would not want to fuel them making any profits.

Review: I purchased "Aetos 700w - 1080p WiFi Weather Station Camera" from this company for approximately $200. It was pretty straight forward to configure the device so that we can access the camera's output from our mobile devices. Couple of days into using the device it failed and I was not able to re-configure it after many tried (including factory reset). When I contacted the company they assigned me a technical support person who simply suggested that I should contact the original manufacturer. They provided me an email address. I wrote an email and got no response. When I looked up the company I found out that this company has no presence in US and it is based in China. I contacted SpyTec back and all they did was to provide me the user's manual of the product which I have. They refused to engage me or support their product. I never had such a bad experience before. They also seem to filter out the reviews that people put on their website. Overall horrible experience.Desired Settlement: Return the product for a full refund. Product was purchased around July, 2015 and was not used more than 3 days.

Business

Response:

We received the customer’s return and entered into our system for store credit minus 20% restocking fee for missing original packaging, manual, weather station reader. STORE CREDIT FOR 159.96. The customer’s order was from since 7/**/2015. If I could be of further assistance, please let me know. Sincerely, Nadya SpyTec. ###-###-####

Review: merchant has repeatedly refused to communicate status of returned purchased item for refund/replacement. I have on numerous attempts tried to get information on the status of my replacement within a weeks period with no success. I have finally notified them through emails and phone calls to process a refund instead. no attempts by any representative of this vendor has made any effort to proactively communicate what the current process of the situation.the time frame of one week has passed with no reply to my questions and/or concernsDesired Settlement: I would just like to expedite the refund process to avoid the further issues or questions about my satisfaction of this purchase experience.

Business

Response:

Greetings,Thank you for your order. We have received your returned item and we wanted to let you know that we will be processing your refund today. Again, please accept

our deepest apologies concerning this matter.If I could be of

further assistance, please let me know.Sincerely,Nadya SpyTec.###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

L[redacted]