Report: #1321498

Complaint Review: Lorex CCTV

  • Submitted: Tue, August 09, 2016
  • Updated: Tue, August 09, 2016
  • Reported By: Maplewood Anim Hosp — bedminster New Jersey USA
  • Lorex CCTV

    , Toronto ONtario
    USA

Lorex CCTV Marcelo VERY POOR Customer Service I PURCHASED THE LOREX SYSTEM FROM Costco and added cameras to the system directly from Lorex. First once purchased, unless you are prepared to scrap all the working Lorex components, YOU HAVE TO ADD ONLY LOREX add ons. Second the customer service is horrible. Toronto ONtario

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  I spent 8 hours with several different level 1 people , to solve the same problem over and over. These Level 1 people all asked the same questions (had no deductive thinking skills and probably used a script) and never solved the issues, in fact they either disconnected or said the issue was resolved ended the conversation and when I want back the issue was unresolved. In each case these unintelligent level 1 people eventually blamed the issue on either the computer used, the internet system, or the router. Eight hours, 5 people and then it was decided to escalate to a Level above level 1. In 30 minutes the issues of remote viewing were solved by Marcelo. So, the issue wasn't the computer, the internet or the router it was the 8 hours of incompetence of the level 1 people. After 2 months the remote viewing stopped working. I called back, only to be required to speak to the same incompetent people I spoke to previously, asking the same non-helpful questions to draw the same conclusions (after 1 1/2 hours). When asked to be connected to Marcelo I was told that was not possible, they didn't know who he was and couldn't contact him? So now I have an expensive system, that hasn't and still doesn't perform as advertised. I've had to spend large amounts of time (and therefore $$$$) to resolve, even minor issues, despite the fact that they claim to have notes on previous conversations (which no one reads). My complaint ticket number was #140457, call them and find out that they haven't resolved my remote view issues. SO IF YOU INTEND TO BUY LOREX SYSTEM: 1)HAVE LOTS OF TIME, 2) DON'T EXPECT TO BE ABLE TO REMOTE VIEW YOUR CAMERAS OR 3) GET ANY TYPE OF COMPETENT CUSTOMER SERVICE. THIS COMPANY SUCKS.

I PURCHASED THE LOREX SYSTEM FROM Costco and added cameras to the system directly from Lorex. First once purchased, unless you are prepared to scrap all the working Lorex components, YOU HAVE TO ADD ONLY LOREX add ons. Second the customer service is horrible. I spent 8 hours with several different level 1 people , to solve the same problem over and over. These Level 1 people all asked the same questions (had no deductive thinking skills and probably used a script) and never solved the issues, in fact they either disconnected or said the issue was resolved ended the conversation and when I want back the issue was unresolved. In each case these unintelligent level 1 people eventually blamed the issue on either the computer used, the internet system, or the router. Eight hours, 5 people and then it was decided to escalate to a Level above level 1. In 30 minutes the issues of remote viewing were solved by Marcelo. So, the issue wasn't the computer, the internet or the router it was the 8 hours of incompetence of the level 1 people. After 2 months the remote viewing stopped working. I called back, only to be required to speak to the same incompetent people I spoke to previously, asking the same non-helpful questions to draw the same conclusions (after 1 1/2 hours). When asked to be connected to Marcelo I was told that was not possible, they didn't know who he was and couldn't contact him? So now I have an expensive system, that hasn't and still doesn't perform as advertised. I've had to spend large amounts of time (and therefore $$$$) to resolve, even minor issues, despite the fact that they claim to have notes on previous conversations (which no one reads). My complaint ticket number was #140457, call them and find out that they haven't resolved my remote view issues. SO IF YOU INTEND TO BUY LOREX SYSTEM: 1)HAVE LOTS OF TIME, 2) DON'T EXPECT TO BE ABLE TO REMOTE VIEW YOUR CAMERAS OR 3) GET ANY TYPE OF COMPETENT CUSTOMER SERVICE. THIS COMPANY SUCKS.

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This report was posted on Ripoff Report on 08/09/2016 08:22 AM and is a permanent record located here: http://www.ripoffreport.com/reports/lorex-cctv/toronto-ontario/lorex-cctv-marcelo-very-poor-customer-service-i-purchased-the-lorex-system-from-costco-an-1321498. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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