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We had to return a device purchased erroneously. Usually no problem with that type of interaction, it happens. When my company inquired how to do so, Janice at the [protected]@securitysystems.com email, had quite the mouthful to say about our misunderstanding the product information. Her emails included sentences like (verbatim): "...which is CLEARLY explained our our link" and "I am just dumbfounded that you purchased this with this understanding…" and wait for it: "...there is no missing information on the link, you just got confused, and you are the only one to do so."
When I decided to let the owner of the company know of this out-of-control service representative, he actually told me to "not dwell on this and let it go."
Don't know whether to send the emails from securitysystems.com to CNN for their Ridicu-list or just post it in the employee lounge for an example of how not to conduct customer service.
I was interested in one of their dash cameras and sent an e-mail requesting more info. also commented the web page had a feature I found to be very annoying, just so they would know. Noting nasty, just an FYI. Their response: "TOO BAD". Glad I found out before I gave them any of my money!
Worst customer service I have ever encountered! This guy named Bill from Securitysystems.com is a real piece of work. Very unprofessional. I have copied word for word our email conversations from June 9, 2014.
This is my first email to Bill: I just received my new V737W dash camera. I drove my car for about 15 miles and the first 3 video files were ok. The 4th file was terrible. It was really distorted. The next 2 would not play. So I formatted the SD card again and drove another 10 miles. The first 3 video files were good. The next 2 would not play. The following is the error message: Windows Media Player cannot play the file. The player might not support the file type or might not support the codec that was used to compress the file. I have a 32gb class 6 SD card installed. I tried the unplayable in my Windows 8 and Windows 7 computers. They both received the same errors.
Bill's reply: Please install VLC media player onto your computer. The problem is with your current media player not the camera. VLC is a free download.. use it to play all your videos…. from any camera. 2. When we shipped your unit we set all the settings on the menu as described on the menu tip sheets. Make sure the AUTO FORMAT is set to ON. BillSecuritySystems.com
My reply: I installed VLC Media Player and this is the error that I got: no suitable decoder module. VLC does not support the audio or video format. There is no way for you to fix this. I then installed Quicktime player and that won't play those video files either.
Bill's reply: we have sold over 3, 500 of these cameras. NOBODY< NOBODY has this problem. The problem is WITH YOUR COMPUTER or your memory card. FACT. If you have a teenager or somebody else that is perhaps more computer savvy that may help. Please do NOT take that as a condescending remark. Please do not respond back indicating you are a software engineer, computer consultant…etc. The problem is with YOUR computer. try formatting the memory card. If you want to return it you can do so. I cannot support your computer. If you want to return your purchase go to the return policy and follow the procedure to be issued the requisite R.A. #. BillSecuritySystems.com
My reply: "I HAVE READ AND UNDERSTAND YOUR RETURN POLICY"I am returning my V737W dash camera. 4 of my video files were unreadable by Windows Media player, VLC Media Player, and Quicktime video player. A person named Bill presumes that my 'NEW' Windows 8 and my Windows 7 computers are faulty and it is my problem. I find that VERY insulting! And I DID work in 'IT' for 34 years and I know what I am doing with computers.
Bill's reply: there is nothing wrong with your camera. It is your computer…. you certainly responded as we expected……. "IT" tech…34 years… Upon receiving back your unit we will record a video and upload it to a file sharing site of your choice (since you’re a computer expert………let us know which one) the video will play perfectly. NON defective returns are subject to a $15.00 restocking fee that you acknowledged.Bill: Warren: Please have your IT dept review this e-mail. I explained to the customer the problem lies with his computer and not the camera. what do you think? I will forward your explanation to the customer OR you can reply to him directly. Please feel free to use technical verbiage as he states he is a 34 yrs IT professional. ThanksBill
Notice that Bill likes to blame high paying customers for faulty products. In his eyes the customer is ALWAYS WRONG!
Securitysystems.com has no customer service. I had sent an email to Bill and told him that I had a problem with some of the video files on my new dash camera. This was his reply: Please install VLC media player onto your computer. The problem is with your current media player not the camera. VLC is a free download.. use it to play all your videos…. from any camera. 2. When we shipped your unit we set all the settings on the menu as described on the menu tip sheets. Make sure the AUTO FORMAT is set to ON
This is my reply: I installed VLC Media Player and this is the error that I got: no suitable decoder module. VLC does not support the audio or video format. There is no way for you to fix this. I then installed Quicktime player and that won't play those video files either.
This is Bill's reply: we have sold over 3, 500 of these cameras. NOBODY< NOBODY has this problem. The problem is WITH YOUR COMPUTER or your memory card. FACT. If you have a teenager or somebody else that is perhaps more computer savvy that may help. Please do NOT take that as a condescending remark. Please do not respond back indicating you are a software engineer, computer consultant…etc. The problem is with YOUR computer. try formatting the memory card. If you want to return it you can do so. I cannot support your computer. If you want to return your purchase go to the return policy and follow the procedure to be issued the requisite R.A. #. BillSecuritySystems.com
This is my reply: "I HAVE READ AND UNDERSTAND YOUR RETURN POLICY"I am returning my V737W dash camera. 4 of my video files were unreadable by Windows Media player, VLC Media Player, and Quicktime video player. A person named Bill presumes that my 'NEW' Windows 8 and my Windows 7 computers are faulty and it is my problem. I find that VERY insulting! And I DID work in 'IT' for 34 years and I know what I am doing with computers.
This is Bill's reply: there is nothing wrong with your camera. It is your computer…. you certainly responded as we expected……. "IT" tech…34 years… Upon receiving back your unit we will record a video and upload it to a file sharing site of your choice (since you’re a computer expert………let us know which one) the video will play perfectly. NON defective returns are subject to a $15.00 restocking fee that you acknowledged.Bill: Warren: Please have your IT dept review this e-mail. I explained to the customer the problem lies with his computer and not the camera. what do you think? I will forward your explanation to the customer OR you can reply to him directly. Please feel free to use technical verbiage as he states he is a 34 yrs IT professional. ThanksBill
I also called him on the phone and asked him for a supervisor and he replied that there was no supervisor and hung up on me.
This guy needs to take customer service class and learn how to treat good paying customers!
Yes I fully concur with these observations about Securitysystems.com. I purchased one of their security camera pens in April 2012. Even though their web site seemed to have been built by an amateur, their videos and testimonials looked OK and I fell for the scam.
I emailed Securitysystems.com expressing interest and had a polite and business like exchange with a ‘Janice O’, all seemed OK so I purchased the pen, power adaptor and extra memory.
However, as soon Securitysystems.com had my money, any email questions or queries that I had were met with sharp, short replies from Janice, suggesting that I should know such things and not ask, she also added that she would block my emails if I sent anymore… umm very friendly customer services, I wonder who lit the fuse on her tampons.
As for the security pen:
1. Eventually it arrived a month later, despite the very high delivery costs.
2. The instructions were full of warnings about damage may be caused if not used correctly. The copied instructions received had been amended/added to by hand written comments, looked like a child had written the comments, maybe the same person who developed their web site?
3. Tested the pen exactly as per the instructions and, the video/audio function seemed to be working fine. So, left the pen for some while until I needed it for a job.
4. Have required to use the surveillance features of the pen on several occasions but it has failed on all of them, only producing differing reduced results.
5. Have spent hours bench testing and resetting the pen on each surveillance mode, but you only get minimal results.
6. When connected to a PC using the USB, it charges and displays its memory directories for a while, but then after about four minutes disconnects and stops charging.
I now have to email Securitysystems.com and ask that they honour their alleged “life time” warranty and provide me with a replacement, but I am not hopeful and how much will this cost?
securitysystems.com is a joke. Had the exact same experience w/ their "so-called" customer service. Purchased a camera pen and it was defective right out of the box. I was pretty much told that I'm the only one who has ever had a problem w/ any of their products and that it was my problem. If you ever get a chance to look over the operating instructions for the camera pen, it's a very humorous read.
They sell junk and have horrible customer service!
Had the same problem wire them, they sell overpriced junk, the claims in their website are straight up lies and have rude customer service!