Closeoutcctv.com review: poor customer service 29

This company will sell you defective products and then give you the run around! Buyer BEWARE!

CloseoutCCTV is a nightmare. Where should I begin: Quality of the products they sell is horrible. DVRs we purchased - all of them loose connectivity on a regular basis - DVR simply stops responding - after contacting tech support, they recommended that we just turn it off and then back on each time! Come on, really? That's the way you fix a problem? No firmware update, no unit replacement or fix. One of our DVRs from time to time screws up the data. This is really a big problem, because when we need to look up something - we just can't go to the date and time we want, this is the crucial part, this is the purpose of the DVR - to record and retrieve video - if nothing else works, this has to work 100%. Tech support recommended HDD replacement, we did (our cost). The issue persisted, so obviously it was a DVR problem. They refused to replace it or repair it because it was out of warranty at the time we came to conclusion the DVR was the problem (uderstand, that it takes couple of months to record 2 TB of video + the problem happened occasionally, so by the time we were sure where the problem is, the DVR was out of warranty. The best they could come up with was a (ridiculous) discount for a new model DVR (the old one had been discontinued meanwhile) . Tech support sucks. Don't event bother sending an email, I doubt they ever check it. I have never received a reply. Phone support is a nightmare: long wait times (last time I called - 30 minutes!), sometimes the call just drops, if you leave a voicemail, no one gets back to you. It is such an aggravating experience to deal with them. I have experienced excellent, good, average and poor customer service with many companies I have dealt with. Closeoutcctv's or Luxordirect's or Skycam'sis is worse than poor.
To sum it up: Stay away from this company! Please! Don't support this business by buying from them. It's a shame, not a business.

Just added these items to my shopping cart here: Luxor/Falco 16 Channel DVR - CL-16PRO Security System and QTY-4 Luxor / Rhino Vandal Proof Camera CL-512SH600 (21 IR-LED) and purchas the [OUT OF STOCK] QTY-12 CL-515SH600 (36 IR-LED) from the only other website/online reseller that google finds was: http://www.affordablehomeelectronics.com According to LuxorDirect.com Luxor offers 90 Day Cash Back to Resllers - BUT, after reading the reviews posted since 2009 I determined that the Management at LUXOR / RHINO just don't get it - You need to ask Why Luxor is not spending enough funds on Customer Relations / Customer Service STAFF and Customer RMA (Quality Contro) - Customer Relations is 98% of Sales if Luxor takes a look at the Fortune 500 Metrics - i.e. Salesforce.com) Luxor Online Retail prices are about 30% less than simular competitor products and are probably typical Consumer Grade (99% of All the Major Brands / OEM is Manufac. in China) But, I and YOU can't pay RETAIL if support is unavailable. That's why we buy Apple, Dell, GE, HP, HTC, IBM, Motorolla Samsung, Sony, etc.. One work, SUPPORT.. just wish these other reputable Consumer Electronics companies had a a Consumer DVR Line (Samsung just started)..

I would be very careful about ordering from this company. I ordered an 8-channel DVR. The product works good, but the day after I placed the order it went on sale for $30 less than what I paid for it. Note the poduct is still IN SHIPPING to me and has not arrived yet. They refused to honor the lower price.
I am looking for a second system for another property and will NOT be buying from them again.

Since my latest post, they have gotten back with me again and are "falling all over themselves" to make me happy. Sending another unit with a return label. Couldn't ask for any better customer service.

We ordered an 8 camera dvr system from closeoutcctv. After about a month or so, the software corrupted on one of the channels. One phone call and they sent a replacement along with a return label. Took less than a week to get a replacement and it has worked great since. Since we're happy with that system, we ordered a 16 camera dvr system from them. The original locked up once in a while when performing a record search. Contacted the company and they sent a replacement in less than a week, along with a return label. The replacement is locking up once in a while also. Have been in contact with them both with email and phone. Emails are answered within one day and they are pleasant to talk to on the phone (so far). Our experience to this point has been pretty good. Really like the dvr features and ease of operation. Considering the cost and ease of operation, even with the occasional lockup, we feel that we got a good deal. Have ordered accessories from them also with out any issues. With all of the above negatives, we must be an exception (some how). Really don't know.

I was about to order a camera system from them but have changed my after reading these reviews. Thanks! Can anyone recommend a company to buy from instead?

Ordered a 16ch DVR earlier this year along with some camera cable ect. The power supply box that was shipped to me was one of the old versions and not the fuseless version they show on the webpage. The DVR seems to work decent and stable. I had to take it apart to install the hard drive in the internal bay and disconnect the fan they were using for the removable bay because it was so loud. You have to reboot the system every couple of days if you want to continue getting the email photos sent to you from the motion alarm. It stops sending them after so many it seems. There is no easy way to find video from motion alarms. No Android support (I was aware of this before I bought the DVR.). Requires a special codec to play back .mp4 files. They do supply you with the codec but it only works with media player.

Dont know really where to start but awhile back after searching the net for quite some time for a PTZ camera package I decided to go with a 37 to 1 zoom PTZ that close out had at that time.
They were very eager to get my money for the PTZ camera and a 4 channel recorder, anothe fix camera, some cable all in all $2349 worth. oh and a 1.5 tarabite hard drive which I was told was the biggest I could have foir the recorder for I planed to let it run 24/7.
Long story short the camera had a red spot on the display a medium run around and they said they would send another which I sent the one back that I had. 4 months went by and still no replacment camera meanwhile I found out the hard drive I bought for the recorder filled up in just a bit over a month. Guess what the book in bold letters says a 500 gig hard drive is the maximum allowed for this recorder. Where did the other 1 tb go? out of my pocket for sure. Still this problem has not been resolved. Finally after 19 weeks I get my new camera, Patrick said they lost the paperwork on the other one and the 3 year extended warrenty, GONE with the new camera. Well it worked somewhat and when I called Patrick he would send me to Mike but he wouldn't answer the phone and vise versa. Finally I got hold of Patrick again via the chat line they have on thier websight and it came down to me threatning him and thier company with a law suit to resolve the matters still pending and 85 % of them got resolved within 30 days I decided to drop the others for it is a waist of my time to do buisness with these people. If you are thinking of buying any type of a surveylance system DONT for this company. Yes I did file with the BBB of Texas and California just so another complaint was on record and at that time they said there was many, I should have checked them out first, Live and learn,
I wont be doing business with this company ever again for sure.
Super circuts is a much better place to go and thier support has been wonderful even tho I havn't bought much from them thier support staff has gotten my PTZ working the way it's suppose to. At least there is some good companies out there but as it goes for close out cctv stay away from them unless you want to get ripped off for thats the business they are in, ripping people off.

Wow...and I was minutes away from buying equipment from this company. Too bad alot of folks don't know to "check" people out that sell on the internet. It's not like you can see them ya know? "Cause then you would know...you'd get the real deal. Glad I looked here first! WHEW! They're probably just some folks sitting at some cheap little "rent a space" somewhere (strip mall, etc.) ordering stuff from overseas and doubling the price. That's what it sounds like anyway. They're just like every other "middleman" out there trying to scam people. EDUCATE YOURSELVES!

Wow, I was just about to order after spending an hour researching their site for the best solution, I spent 5 minutes looking up the company and these reviews and have canceled any thought of giving these people my money!

Thanks Complaintsboard!

Recently purchased 8 channel system and received a 4 channel DVR with no cameras! Apparently the company "moved to Florida". Thats what I was told when I inquired about all the errors in shipping. I was transferred to tech support for a return and stayed on hold for an hour++ without getting any help at all. This compnay sucks and they're business practices are shady. Please shop elsewhere. Also anyone with a complaint please post I know I can't be the only one out there that is getting screwed over by these people.

I believe less than 20%, I did not get to it, all my patience was gone after spending more than 30 mins waiting for someone to pick up. But that's not the point, point is I was supposed to get a replacement unit or unit was supposed to be fixed. It is just their attitude - they are simply not willing to really help the customer. All they want is sell, but after the sale they don't stay behind their customers. These days, where the customer satisfaction is a huge factor in doing any kind of business, this behavior is highly risky. There are so many cctv resellers out there that really value their customers and provide excellent customer service that this business does not deserve to be on the market. They even made it to Inc 500, yes, they probably have great sales figures, but that's not all that is needed to have a successful business in long term. I hope they read this and make appropriate changes to their business processes, otherwise they will be out of market sooner or later.

What was the ridiculous discount they offered on the new DVR?

Just received a 4 camera DVR ups. System unit is USED and scratched. No cameras in the box.

I immediatly called my CC company, canceled payment.

BE WARNED this looks like a shady company !

This company sucks big time. Poor quality products, horrible customer service. Waste of time and money. Buyers, stay away!

The WORST business I have ever dealt with. Do NOT buy from these guys. They sold me a damaged camera. I tried to return it but they do not answer calls. They put me on hold 10 times (each time over an hour!) and then they disconnect the line EACH TIME! I cannot reach them for my RMS or RMA whatever its called so i can return the camera and get my money back or a credit. The sales guys are RUDE. The emails i sent to their "customer support" get bounced back. Absolutely THE WORST.

Bought an 8channel system, called in to get help setting it up and sat on hold over an hour and was hung up on. Sales people sounded like they had no idea what they were doing. Stay away from this company I wish I had.

well i was just about to order ...glad i checked the company name before ordering!

Thanks to all that have warned us!

Terrible customer service. Our camera lens has been "backordered" for 4 weeks. I've tried calling them 8 times, but only got to a real person twice. Both promised to find out what was going on and call me back. They never have. I had to go to my credit card company to dispute the charge. Shop elsewhere.

I received my system on June 1 and returned it June 2. I have been calling this company and at first actually spoke to Brandi, who said they process on Fridays and I should the money back to my credit card on Wed. The next week I called again and sure enough it was another excuse, they said it was going to take now TWO weeks so i had to wait until friday and would see it wed (6/23). I'm still waiting and now when I call, Richard was instructed to send the calls to the Brandi's voicemail. Just give me my money back! this is ridiculous. by the way this number:
Our toll free number [protected] ext. 104.
Please ask for me, Mike.

HANGS UP WHEN IT GOES TO THE EXTENSION!

More quotes from unnamed customers:

"Every technical support representative I have talked to has always been very helpful and have always gone above what was expected."

"Patrick was great. I never had a tech support call that wasn't frustrating, Patrick got everything figured out and took it all in stride and a sense of humor."

"If I dont get to say this in any other part of this survey Eric WAS AWESOME I have worked with him a few times in the past and he is one of the most consistent sales/tech i have dealt with."

I did not notice any bad reviews about Closeout CCTV before ordering from them about 6 months ago and I am glad I didn't because it probably would have influenced my decision to purchase from them. I ordered a DVR from these folks and it worked great. Since then we have ordered 2 additional DVR's and we are in the process of ordering 3 more DVR's and 32 cameras. I have much had a lot of success with their equipment and will continue to purchase from them as needed. As far as support goes, it was a little slow getting a hold of someone on the phone, but I have been able to get in contact with someone with their live support and they were very helpful. We even had an unusual requirement for one of our systems needing 6 months of recording time and the tech I spoke with was very helpful in helping me calculate the correct amount of storage space and recording quality to achieve this.

Dusty Colvard
Tehachapi Hospital

The previous comment was a quote from an email we received from a customer. We posted the quote after asking for permission from the customer.

I found these guys online, but I also searched their name and found these bad reviews. I decided to order anyway, in the hopes these reviews were just rare cases. One of my cameras did not work, which happens with other companies once in a while too, so I called and set up a replacement.

I very much appreciate the way they helped me when my camera arrived non functional. they were fast, professional and followed through on their word to get me a replacement ASAP. Pat M. in Tech Support was excellent on the phone. He walked me through things I should do before returning the camera and I had a list of everything I had done before calling which included his ideas and even more testing to be certain I was having a true problem and not something dumb on my end. (It can happen)

The new camera fired up immediately and I can honestly highly recommend that anyone looking for a color security camera take a look at the CL-69SH. It has incredible night vision and the spec sheet on their web site does not name half of the features the camera has. It is absolutely the most adjustable camera I have installed yet. It works, and it works VERY well. I have sold and installed security and camera systems for years and this one was for ME. Now I know what to show to anyone that thinks they can find better, and prove that is just wasted time. Wonderful product, great service. I could not ask more.

Steve Lacey

In attempt to reach out to the customers that have had issues in the past we would like to try and resolve any issues you have. We have let some issues with a few customers become a serious problem. Please feel free to contact me to help us gain a better understanding of your complaint and we will find a resolution that we will help improve your image of our company.

Please contact us at your earliest convenience through this website.
Our email support@luxordirect.com.
Our toll free number [protected] ext. 104.
Please ask for me, Mike.

Thanks for giving us the opportunity to address your concerns.

I am a little too late to read these comments but their customer sucks when we need to return something. I sent back a camera and never got credits back to my account. I am sending a dispute my credit card company now.

I hate this service do not buy anything from these people I bought a $1699.00 camera pkg. The camera's was hooked up for one month and the hard drive messed up I got a rainbow screen I sent it back on 11-16-2009 and it is 1-4-2010 and I have not got it back yet and Patrick has told me twice he would ship the DVR the next day this people are scammers DO NOT BUY FROM THIS COMPANY IF ANYTHING HAPPENS TO YOUR SYSTEM IT IS YOUR FAULT NOT THERE'S STAY AWAY FROM CCTV CLOSEOUT.

WARNING DO NOT BUY FROM THESE PEOPLE!

What a complete waste of money and time. I bought a DVR for our coffee house and it had issues from the start. Our computer technician reccommended this place and now feels terrible about it.

When you could get someone on the phone (normally you get shoved into a mailbox or put on hold for extreme periods) they were completely complacent and not worried about your problem. I was told that after two months of trying to diagnose the issue, that they would replace the hard drive and I sent them my unit only to get an actual hard drive from them. I guess I was supposed to open the unit and install it myself!

When I tried to get my unit back (since now all I have is a hard drive) I was met with very sarcastic people (Patrick and Mike) who I was transferred to when I asked to speak to a manager. I don't even know how to dispute this since I am never actually able to talk to someone other than these two people who caused the miscommunication in the first place. They transferred me to "the owners" mailbox which is nothing more than a recording with an extension number. I plan to dispute through my credit card and inform BBB of this incident.