Kangaroo Doorbell Camera review: Warranty not honored

I purchased an Kangaroo Doorbell Camera which included a 1-year worry-free warranty. It totally quit working after 2 months. I contacted support at kangaroo.com. Several emails back & forth, requesting I keep changing the batteries, check for rust, etc. I completed everything asked. My last two emails have not been acknowledged or replied.

Copies of Emails to Support:

Pam Mills

Attachments

Mar 7, 2022, 5:17 PM

to support

On December 29, 2021, I purchased a Kangaroo Security Photo Doorbell with Chime and Porch Protection Plan, from HSN. It is no longer working and the box states it has a one year manufacturers warranty. How does this warranty work to replace this item?

Thanks,

Pamela Mills

2 Attachments

Mark Arjoe Abac (Support)

Mar 8, 2022, 9:55 PM

to me

Your request (499718) has been updated. To add additional comments, reply to this email.

Mark Arjoe Abac (Kangaroo)

Mar 8, 2022, 21:55 EST

Hi Pam,

Good day!

Mark here, one of the GuRoos here at Kangaroo who will be assisting through. For this, we will need to check the device first and troubleshoot before we can escalate to our technical engineering team and possibly request for a replacement. May I know what troubleshooting steps have your tried so far prior to you reaching out? May I also have the mobile number linked to your account so we can check your device?

For real-time assistance and faster resolution, you may give us a call at [protected] or chat with us on our website: https://heykangaroo.com/.

Best,

Mark

GuRoo, Kangaroo Support

www.heykangaroo.com

Pam Mills

Mar 7, 2022, 17:17 EST

On December 29, 2021, I purchased a Kangaroo Security Photo Doorbell with Chime and Porch Protection Plan, from HSN. It is no longer working and the box states it has a one year manufacturers warranty. How does this warranty work to replace this item?

Thanks,

Pamela Mills

Attachment(s)

Screenshot_[protected]-170658_HSN Phone. jpg

Screenshot_[protected]-170648_HSN Phone. jpg

This email is a service from Kangaroo. Delivered by Zendesk

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Pam Mills

Mar 8, 2022, 11:11 PM

to Support

In the past, I changed the batteries, made sure the white light was on, reconnected to our wifi, and it worked.

This time, I changed the batteries (new batteries) and no lights. Tried a different set of new batteries, still no light.

Thanks,

Pamela Mills

Mark Arjoe Abac (Support)

Mar 12, 2022, 10:22 PM

to me

Your request (499718) has been updated. To add additional comments, reply to this email.

Mark Arjoe Abac (Kangaroo)

Mar 12, 2022, 22:22 EST

Hi Pam,

Good day!

The device is offline upon checking on our end. Can you please remove the batteries and check if there's any rust on the springs? If there is, please wipe it off using a cloth, if none, please put the batteries back in. I'm aware that you know how to put them properly but please make sure that the batteries will be positioned correctly. The flat end of the battery should be facing the spring from the compartment.

If the light will not flash even after pressing the button, please replace batteries again even if you just had them replaced, If a light flashed please proceed with resetting the device. Here are the steps:

- Press and hold the doorbell button for 1 min or until you see a slow flashing light. The cover must be off in order for your doorbell to reset.

- Once you see a slow flashing light, kindly go back to your Kangaroo App and tap on "Add a Kangaroo Device", Select "Doorbell Camera" then proceed with the pairing by following the steps that will be shown on the app.

- Finish the set up until you meet the page where it says "Your device is ready" then tap on "Exit set up"

If that will not fix the problem, please circle back so we can troubleshoot it further.

For real-time assistance and faster resolution, you may give us a call at [protected] or chat with us on our website: https://heykangaroo.com/.

Best,

Mark

GuRoo, Kangaroo Support

www.heykangaroo.com

Pam Mills

Mar 8, 2022, 23:12 EST

In the past, I changed the batteries, made sure the white light was on, reconnected to our wifi, and it worked.

This time, I changed the batteries (new batteries) and no lights. Tried a different set of new batteries, still no light.

Thanks,

Pamela Mills

Mark Arjoe Abac (Kangaroo)

Mar 8, 2022, 21:55 EST

Hi Pam,

Good day!

Mark here, one of the GuRoos here at Kangaroo who will be assisting through. For this, we will need to check the device first and troubleshoot before we can escalate to our technical engineering team and possibly request for a replacement. May I know what troubleshooting steps have your tried so far prior to you reaching out? May I also have the mobile number linked to your account so we can check your device?

For real-time assistance and faster resolution, you may give us a call at [protected] or chat with us on our website: https://heykangaroo.com/.

Best,

Mark

GuRoo, Kangaroo Support

www.heykangaroo.com

Pam Mills

Mar 7, 2022, 17:17 EST

On December 29, 2021, I purchased a Kangaroo Security Photo Doorbell with Chime and Porch Protection Plan, from HSN. It is no longer working and the box states it has a one year manufacturers warranty. How does this warranty work to replace this item?

Thanks,

Pamela Mills

Attachment(s)

Screenshot_[protected]-170658_HSN Phone. jpg

Screenshot_[protected]-170648_HSN Phone. jpg

Mark Arjoe Abac (Support)

Mar 14, 2022, 12:17 AM

to me

Your request (499718) has been updated. To add additional comments, reply to this email.

Mark Arjoe Abac (Kangaroo)

Mar 14, 2022, 0:17 EDT

Hi there,

I will be waiting for your response so we may address your concern.

If you have any additional questions, you can always send us an email, give us a call at [protected] or chat with us on our website: https://heykangaroo.com/.

Pam Mills

Mar 23, 2022, 7:12 PM

to Support

There was no rust on the springs. I replaced, twice, with new batteries. The white light does not come on. Please advise if the replacement warranty will be honored?

Thanks,

Pam Mills

Pam Mills

Mar 29, 2022, 2:12 PM

to Support

Just following up to see if replacement warranty is going to cover?

Thanks,

Pam Mills

Pam Mills

Apr 6, 2022, 12:11 PM (12 days ago)

to Support

Hey Mr. Abac,

I'm, again, checking back with you to see if Kangaroo is going to replace our video doorbell? I have done everything you requested AND it does not come on. SO, that means that it can not be checked remotely and also means that I have no video doorbell presently at my front door. My last two responses to you were not adknowledged or responded to.

They were:

Pam Mills

Wed, Mar 23, 7:12 PM

to Support

There was no rust on the springs. I replaced, twice, with new batteries. The white light does not come on. Please advise if the replacement warranty will be honored?

Thanks,

Pam Mills

Pam Mills

Tue, Mar 29, 2:12 PM (8 days ago)

to Support

Just following up to see if replacement warranty is going to cover?

Thanks,

Pam Mills

Please let me know if the replacement warranty is going to be honored? And if so, when will it be shipped? If not, I need to know so I can purchase a different brand and figure out what my next steps should be regarding the non-working Kangaroo video doorbell.

Sincerely,

Pamela Mills