securitysytems.com Bill Mullen & Janice O Unconventional Customer Service?? You will want to read before doing business with this company! Internet

To sum up the correspondence with securitysytems.com regarding set up with their camera pen using a mac I received unprofessional, bordering on rude emails. Rather than offering legitimate answers (tech support) they continually ask you to return the product. What I expected to receive was We usually tell our customers to do this with their macs or I am sorry we dont offer tech support for macs Instead they read the first short email I wrote and responded with an answer, and then I have to assume they considered me a problem customer and immediately start to insist that I return the product. My guess is its easier to sell to low maintenance customers and refund anyone who may appear to be difficult. They simply have several canned responses always repeating the same suggestions, i.e. You need to learn how to use your computer; we cant please you and only you; return the product for a full refund; we will give you a refund because we cant please you. Etc. etc.

After I solved the setup questions myself and offered to rewrite their Mac instructions and provide a link to an existing YouTube link to help anyone else understand the instructions. They insisted I return the product. Rather than convince you of their style of doing business, see the complete email chain below starting from the bottom: (emails and phone numbers removed for privacy)

Hello Janice & Bill,

Thanks again for making my day!  Its a shame I wont receive more emails from you and Bill. I almost look forward to what unconventional response you will write next!

Rather than taking a chance with your company denying my return based on some random packaging issue, I will take the loss and chalk it up to a lesson in business with companies like yours.

As the owners of securitysystems.com <http://securitysystems.com> ... I can only reply that I am surprised by how you have dealt with such a simple issue. I am sure you only send out this 40$ testimonial to 5% of your customers...   ;) ;)

However, the wonderful thing about email and the Internet is that its very easy to spread the word about an experience with a company like yours. There must be at least a couple of curious customers that will be interested in spending a little extra time reading my emails and your responses. Of coarse everyone will see this experience from your perspective!

Have a fantastic day!
JJ SHERMAN

On Sep 23, 2012, at 4:29 PM,

Re: INQUIRY

your transaction I.D.
 was included at the end of a lengthily e-mail with a P.S.  you're right something we did not bother to read      about your opinion of our company.  Yes like ANY company on earth we have a few   4-5 unsatisfied customersThe internet allows these folks to vent their dissatisfaction with any product, service or company.  We have tens of thousands of satisfied customers.so 4-5 complaints is par for the course with any company doing this volume.  ADT has hundreds of complaints. hundreds   is you dig deep enough. but they have 13 million other customers. that don't post complaints

As far as the $40 for sample videos.it is an incentive for people to send in sample videos..prospective customers want to see sample videos..and only 5% of orders are shipped with that offer  .
 
We can NOT provide you with the kind of support you want or think you deserve we just can NOT   We do not give computer lessonsPlease send back your product for a FULL refund including the original S & H.
 
You apparently are in that .01 % that we cannot satisfy.  If a 100% refund is not to your liking there is nothing more we can do for you.  We do NOT give computer lessons..This is a child's toy.  We have sold over 7,000 units and you along with a few others cannot figure it out. 

YOUR R.A.  #  is 3184.  this will be the very last communication you will get from us with the exception of the confirmation we've rec'd back your purchase and refunded  you.

Janice O
SecuritySystems.com <http://SecuritySystems.com>
 
From:
Sent: Sunday, September 23, 2012 1:44 PM
To: Janice O
Subject: Re: INQUIRY

Hello Janice,

PLEASE READ THE ENTIRE EMAIL PLEASE!

I am very happy for you and Bill that you have so many happy customers. Really! Congratulations! Unfortunately that has nothing to do with me. I am not sure if you are too busy to read my emails or prefer to avoid answering anything other than you are under the impression that I need a computer class. No Worries! I am not trying to insult you or Bill. I was simply trying to get my camera pen to work. I already gave you my PayPal transaction ID in the last email. That should of been all you need to confirm my purchase as you keep requesting. That may solve your issues, but it never solved mine. Considering I am the costumer, my issue of getting this to work should take priority over yours of simply trying to get a refund and get rid of the problem customer. Just saying...

Like I said before...I wanted this camera pen to work. I have already spent a lot of time researching camera pens, writing emails to your company, and reading instructions etc. My time is valuable and I am sure your time must be valuable also! Starting over again, would of wasted my efforts. Sorry, but I paid for a product and I intend on using it unless it for some reason breaks and then I will be more than happy to return the product as described. Please dont be offended by my determination and a positive attitude, It has always been useful in the long run...

UPDATE:  

GOOD NEWS!!

I have solved the issue...  Maybe, if you were a Mac user, you could of solved this problem for me when I emailed you.  No problem, I am sure I would be equally in the dark attempting to problem solve a PC question... The answer I was looking for in not written in your instructions anywhere.  If you would like me to share that information with you to make your life easier with the next Mac person that asks, please let me know and I will be more than happy to help you out!  Maybe in return if I ever have a malfunction or issue with my camera pen (which I dont plan to have, but we all pay car insurance ...right?) you would take special care of my issue in an expedient manner!

I would go as far as to offer you a link with YouTube instructions (already online) on the process of changing the settings and if requested... I would rewrite your Mac instructions to help you satisfy as many Mac customers as you
have PC customers.

Classic example of how a problem can actually be an opportunity!

Have a great day!!
JJ Sherman


We have tens of thousands of happy customers10 yearsBut it is impossible to keep everyone happy.  We can NOT give computer lessons  To debunk your assumptions and to prove we have no "unorthodox" plan or whatever your idea is  we will refund 100% of your purchase including your original shipping.  We have NO way to "refund" or reimburse you for the cost of sending back your purchase.  It will cost around $5.00

So there you have it When You can reply back proving you purchased this product from us..( as your NAME and e-mail does not appear in our database)   we will issue you an R.A. so you can return your product for a 100% REFUND including your S & H.  Now..try to find some fault with that.

Janice O


Sent: Sunday, September 23, 2012 2:12 AM
To: Janice O
Subject: Re: INQUIRY

Hello Janice and Bill,

Many  Mac owners understand that not everyone uses a Mac and that occasionally when ordering a specialized product from a small company that it may take longer than usual to setup, we simply need to ask the right questions to get this product to work on our Mac. It is possible to keep trying until I get it right, but based on all the warnings in your instructions I felt it better to ask you for support. Asking for your help to insure I dont damage this expensive item isn't argumentative, it is disappointing though.

Did I offend you by asking for help with the set up on my Mac? I am sorry! I can promise you, that was not my intention.  I am assuming based on your last email that you must think I am some competitor in the camera pen business. I did not realize competitors pose as regular customers asking simple questions... Unfortunately Im only a regular customer that just ordered your product and received it today.  I dont remember being argumentative or asking to return the product or mentioning that I thought it was a bad product.

Maybe you could solve my previous questions, since it is assumed that I am a novice Mac user. I had thought the timestamp (with the wrong date) was removed....then oddly it appeared again (with the same wrong date). Will it be possible for you to help me? Or will this be a continuous chain of emails with no real tech support other than sending me written instructions for Mac users and insisting I return the product rather than offer tech support? The real question is... Can you walk a Mac user through the process of setup over the phone or via emails? Yes or No?  Isn't that the real issue here? Overbearing emails wont solve setting up my camera pen on my Mac. Your ability to help will! I do not sell camera pens, securitysystems.com <http://securitysystems.com>  does. Can you help me be a satisfied camera pen customer?  I was really looking forward to using this camera pen and adding my own testimonial to your site.  I obviously need to reconsider how much money I spend on an unproven product and the type of company I am doing business with.

I had never seen so many live testimonials on a website before... $40 bux for a testimonial? Now I see the big picture. WOW! I was sold by an unorthodox website simply by your use of live testimonials. Now that is a lesson in marketing! As far as Janice offering to return the product...I just read your return policy and securitysystems.com <http://securitysystems.com>  will not pay to reimburse the shipping on a product that does not work as described. I will lose 25.00 just returning the product! 15.00 I paid your company to send it to me and 10.00 I will pay to return it to you! Well done! You make it very difficult for anyone but you to be satisfied with the outcome of any dealing with your company! Just remember one thing... That only works once!

Hope you have a wonderful day!
JJ Sherman

PS. After receiving your unconventional style of email correspondence, I decided to do a little research (5 minutes so far) on your company (I should of done this to begin with). And guess what.. You have your own special page dedicated to securitysystems.com <http://securitysystems.com>  from others that have had the same experience I am having right now...  At least two of the dissatisfied customers are Mac users!  *Note. Statistically most wont put the energy into complaining online unless they are very dissatisfied about the outcome of their transaction. Please feel free to look for yourself!

 http://www.ripoffreport.com/directory/securitysystems-com.aspx

As Janice requested: Paypal Transaction ID: xxxxxxxxxxxxxxxxx


We do not have any J.J. Sherman in our customer base NOR does this e-mail ever appear in any of our data bases.   2.  If you can prove you purchased this from us and have had it 7 days or less than you can return it per our return policy.  There is nothing wrong with the device.  We are not looking for an argument with you.  Hundreds if not thousands have set this up on a mac.  If you purchased from us it would be best to just return it.

Janice O
SecuritySystems.com <http://SecuritySystems.com>
 

Sent: Saturday, September 22, 2012 5:03 PM
To: Janice O (
Subject: Re: INQUIRY

Hello Janice and Bill,

Thank you for the quick response! Unfortunately with these special Mac instructions I was unable to make changes to the TimeStamp settings or the TIME:. The TimeStamp is Set for the 09 23 2012 and today is 09 22 2012. I was attempting to change the time and use the setting of 0 to remove the TimeStamp from my videos. No such luck.

I have taken screen shots and attached them to help troubleshoot.

In Mac TextEdit it offers several file formats to save as. Which is best to use? The choices are rich text format (.rtf), rich text format  with attachments (.rtfd), (.odt), web page (.html), web archive, Open Document text (.odt), word 2007format (.docx)

I tried both the standard save as which is .rtf and open Document text .odt  I also took a screenshot of the ENJOY file opened to you could see what files were inside. Any suggestions?

JJ Sherman
 

attached
               Incidentally we send this to very few. mac usersas  most know how to convert pc instructions to their macthe last time this was sent out was over two months ago..we ship 2K of these a month 

not Bill
Janice O


Sent: Saturday, September 22, 2012 2:28 PM
Subject: Re: INQUIRY

Bill,

Thanks for the quick the response. I will reserve to comment on my Mac abilities. Here is why asked in the first place...How do I change the time stamp using my Mac? With no existing files etc it is not obvious how to remove the time stamp.

FYI. Currently I am able easily able to watch video and listen to the recordings all using the pay version of  Quicktime without the need to convert the file from and Avi. to a Mov. File.

BTW...The reason for the ink refill question is I do not plan to use this pen as  writing instrument unless it will help to convey that it the pen real. However, in the future if the ink dries up or the point is damaged etc I wanted to know the correct cartridge and procedure for replacing.

JJ Sherman


there is no ''set up"   it is just a camera you need to know how to use your mac. we sell thousands to customers with macif you look down the barrel with the pen open you will see the ink cartridge can be removed with a small phillipsreplacements are available in Staples..the device is for covert recording if you need to write us a standard pen.


Sent: Saturday, September 22, 2012 1:09 PM
Subject: INQUIRY

Hello Bill,

I just received my pen and was in the process of setting up the pen with my Mac. I have a couple questions regarding setup.

After attaching the pen to my mac computer via the supplied USB cable I see a the ENJOY file. Inside there are no other files or attachments. What is the process for setup with a Mac?

What type of pen refill does this pen require? What is the process to remove old ink cartridge and replace with a new one?

Thank you,
JJ Sherman