ComplaintsforEmpowerment Technologies Inc

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  04/23/2023 I purchased a ******** security camera system, on 6/27/23 my monitor for my security system is pulsing and glitching so bad you can't even see anything, On 6/30/23 we contacted techinical support and they didn't respond until the next day, it was Amanda M (*** *** ** ******** ***** ******** *********** **** **** ****** **** **** *** ** * ******* ***) she just sent another email asking form most information we already gave, but we sent the information again and never heard back, I replied again to her, nothing. I went to their technical support page and it says live chat with the tech team , nope after you input your details it says someone will get back to you shortly, I feel they are just giving me the run around, every time someone responds they just want the same info again thru email than never respond, like previous complaints, and if this Amanda M is a expert then why in on email she said her name was ******** instead of Amanda??? anyway, I have put in numerous request because no one responds, I believe they are trying to give us the run around until our warranty is up, Our cameras are under warranty, on their website they have this link they tell you to go to to initiate a repair or replacement for under warranty items, of course I tried this and the link leads to a page that says page not found!!!! it was https://**************************************************** some support center, honestly if i knew that they had support like this I would of never purchased them, I need a new monitor sent I have answered all their stupid questions over and over, my proof of purchase I uploaded for my warranty, which they already have but keep requesting it, and you cannot take a picture of a glitching screen, duh! but I will upload my proof of purchase again, and the answers to your questions again only for you to respond wanting it again and not hear from you again, you have a obligation to your customers and to honor your warranties, do your job

  

  Business response

  07/07/2023

  As the customer stated we replied within 24 hours, we required more details as the customer had not provided the model number and the steps for each system are different. The link provided by the customer has been corrected, to ensure it correctly roots to our warranty support, as it was an older link not posted on our site.
  
  Once the model number was provided, the customer was provided trouble shooting steps and video has been requested. ********’s focus is to ensure that all our customers have working systems as quickly as possible. These trouble shooting steps are required to identifying the root case of the issue, whether it is a camera issue, monitor issue or a wireless interference issue. This allows us to resolve the issue with trouble shooting or a replacement if required.  
  

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  first of all, yes I did send you the model # from the very beginning along with the proof of purchase, because I had to attach it to the original request help, even though you had it already for the warranty registration, **** *** *****. I did all the steps and the monitor is still acting up. It is not the cameras, not firmware, its the monitor . It will run a little while then it gets hot and starts flickering. I've talked to other security system people and they say it sounds like there is a component overheating in the monitor, So I need a new monitor (not a junky broke replacement sent like you send others replacement parts, which is not right) sent. That is what I need a new replacement monitor sent. I tried everything you said, all your steps and nothing. Send me my monitor
  Sincerely,
  
  ***** * ********

  

  Business response

  17/07/2023

  Hello *****,
  
  Thank you for your reply.
  
  ********’s focus is to ensure all of customer’s systems are always working at peak performance. Unfortunately, when you submitted your original case with our team, we did not receive any attachments, due to this our team followed up requesting additional information. 
  
  Please note, updating the firmware will resolve 9/10 monitor issues, if this is not the case for you, please send a video of the monitor issue and our team would be happy to set up a replacement for you.
  
  Please note, replacements are new items not refurbished items.  
  
  We look forward to resolving this issue for you as quickly as possible. 

  Customer response

  19/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did send in the information, I know how to work computers, and I told you 8 million times that it does not show up on video, I can't belive you are saying I am a **** who did not attach everything you asked for I have proof of my sent items thank you, so you stop ***** and giving another run around, I just got another email stating you would process my exchange and after that I got another email saying you needed proof of purchase AGAIN to authorize my exchange, this is sooooooooo ******** and such a runaround here we go around again, I only gave you the proof of purchase almost EVERYTIME you emailed a response !!! COME ON just send me my exchange and stop the crap!!!!!!!! and stop making up lies about how you are NOT doing your job, and we tried the monitor upload your agent requested if you would of read the whole complaint you would of familiarized yourself in knowing that did not help so I guess our monitor is the 1 out of 10 that doesn't fix the problem!!! Now do your job that is all I am asking do your job and stop this runaround, you keep saying your not giving me the run around but every time I ask for you to help and send me a exchange you ask me proof of purchase and questions that I have answered and proof I sent in from the beginning of this request on 6/24/2023 and I have been sending it in   the whole time constantly because you keep asking for it, you don't respond for days then when you do, I need proof of purchase before I can help or do this, ugh this is the runaround 101
  I attached it to the last email because they asked again for it, I have proof of all of my attachments so ***** about they weren't no attachments to yours **** ***** *** ***** **** ******* ****** **, every time you respond you *** about something, its pathetic, just do your **** job and send me my replacement monitor
  Sincerely,
  
  ***** * ********

  

  Business response

  25/07/2023

  Hello *****,
  
  Thank you for your reply. We are sorry to hear that you are frustrated, and we would like to resolve the issue for you as quickly as possible.  Please note we are not calling you a ****; our team has requested the purchase information as it did not come through on the ticket submission. We have reported this issue to our IT department for further review.
  
  Thank you for providing the requested information. Our team has set up a return label for you to return the monitor with a pre-paid label for a replacement.
  
  For the quickest response time, please come to live chat Monday to Friday 10am to 4pm EST.
  
  Thank you for choosing ********. 

  Customer response

  28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I cannot live chat because everytime when I click on it it just goes to a contact form, so I have been in contact with Yvonne M and she sent us a *** label and a SRO to send the monitor, its power supply cord, and it SD card back , it was shipped back to you today 7/28/23 with tracking # 1***************** with ********* wrote on the box as instructed, so if you could please sen out my replacement monitor like yall said you would once you got tracking on the shipment. Also my warranty didn't expire in April as someone told me in communications that yall extended it since it expired in April, it didn't expire in April because I did not purchase the cameras until April 23, 2023  and we contacted support in June,  Once we receive our new monitor I will  be happy to close this case as resolved, I hope  you can give me tracking # on the replacement that would be great
  Sincerely,
  
  ***** * ********

  

  Business response

  15/08/2023

  Hello,
  
  Thank you for your reply. Thank you for providing your return tracking information. Your replacement was shipped and has arrived with tracking ******************. I am sorry for any miscommunication regarding the warranty, your warranty is valid for a full year from the date of purchase.
  
  Please reach out if there is anything else we can assist you with.
  
  

  Customer response

  16/08/2023

  
  Hi, I would like to close this BBB complaint, the company did finally send me a replacement monitor, and that is what I needed, Thank you so much for your help with this matter, I know it would not have gotten done without you, You can close this as resolved, They resolved our issue. complaint; ********
  
  Sent from ***** * ********

• Initial Complaint

  17/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased many of these cameras in the past and they work pretty well. Recently one died. I purchased directly TWO open box cameras at a discounted price… they claim 1 year warranty… out of the box one camera is SLOW to connect and respond…. It is impossible to connect to the app and enter the settings…..I installed both at the exact same location…. So the signal was identical …. The company went back and forth over 8 emails (many asking for the same information) …. I provided all necessary information and screen shots. I even a request for a phone call (which they declined) In summary…. Two cameras installed in the same location… one works and one does not. No matter what tests are asked of me… one of the two camera is not functioning properly and needed to be exchanged. There is still no resolution….. the just trying to drag the situation out as strategy for the customer to “give up” My last reply via a ridiculous long email chain asked are you? Are you not going to exchange this camera? And I have received no reply.

  

  Business response

  19/10/2022

  Hello, 

  After reviewing this case, we can see that the customer is in the process of having his camera replaced. Please note, identifying the root cause of the issue is essential before replacing any products. This ensures that the customer's issue is in fact related to the camera and not the setup or environment it is in. We understand that this may be frustrating to the customer but we are glad to see that we have been able to resolve the issue for the customer. 

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