ComplaintsforGW Security

• Initial Complaint

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  19 July 2023_Ordered GW 32-channel 4k NVF 5MP outdoor/indoor-24 Dome 5mp 1920P weatherproof 2.8 - 12 mm varifocal zoom microphone smart AI IP *** Camera 25 Jul 2023_Received equipment 13 Aug 2023 _ Camera System Installed Called 5 times since Aug 15 and was on hold for over 30 before I eventually hung up Emailed 5 times and still have not received technical support.

  Business response

  09/25/2023

  Since receiving notice of the complaint, we have looked into this. We searched our emails.  We found an email from the customer in August, which we replied to. We did find the missed chat initiated by the customer. We have since made contact with the customer and are working with him to resolve any issues he is having.

  Respectfully,
  *****************

  Technical Support Manager

  GW Security

  ************

  ***********************************************
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase two camera systems on Amazon on August 3rd I have been trying to get a hold of customer service by phone, email and online chat but can't get a reply. I'm wondering if they are still in business. I already have a two other GW camera systems and never used to have a problem getting service.

  Business response

  08/31/2023

  We are not sure why the customer says he can not reach us. We have history with this customer in the past. We are contacting the customer right now to set up an appointment. We are literally on the phone with him now. An appointment is being set.

  Thank you
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The date of the transaction was May 5, 2022 in the amount of $1249.00.I ordered the security cameras from GW security, and was told they would be delivered within 5 to 10 business. At the time I place the order I was on crutches due to a knee surgery and was homebound for a couple months. After more than 10 days have passed I found an email in my spam, saying the package had already been delivered. I was confused because I was home and could not have missed the delivery at any point in time. I also selected the option to not deliver the package unless it was signed for. I called the company to sort this out and they told me there was nothing they could do to help me and refunding me would look bad on their business. I asked to speak to a supervisor and they told me the person was out with ***** and unavailable. I called back in two weeks and they put me on hold for several hours and disconnected the line. When I next tried calling, they told me I needed to resolve the issue with my bank and that was the only option. I sent the bank a statement, including my falsified signature and medical documents, and the bank told me I could not dispute the transaction and I could only sort this out with the merchant. I went back to GW security, and when I asked to speak with the manager or supervisor, I was again put on a four hour hold for them to ultimately disconnect the line. When I next call GW security, they told me the case is too far in the past, for them to provide assistance. It seems as if the company is unwilling to assist me in the bank does not provide any options. The company can resend the products or refund me my money, but refuses to provide any eight.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A new $2100 8-channel DVR with 8-cameras system (two cameras are wireless) was purchased from GW Security to replace our dated system. I constantly have problems with our system during the setup. I am no newbie but an expert in networking and technology with an engineering background. Two security cameras received have moisture inside of the concealed lens (bad quality control). One camera dies after a few months of usage. Two wireless cameras were incompatible with the system and unable to integrate into the system. I contacted the support with detailed information and got a response inquiring about the order number I already provided in the previous email. Email them several times and got no response afterward. Then the warranty expired. 8-cameras are now down to 5. And these 5 can't be viewed in the *** or desktop software unless DVR is rebooted every time.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: Oct 4, 2022 Order number: 113-7234198-8122624 Order total: $612.14 Product description: GW Security 8 Channel 4K NVR 5MP *** ************* Security Camera System - Six 5MP 1920P Weatherproof Bullet Cameras,Built in Microphone, Quick QR Code Easy Setup, Pre-Installed 2TB Hard Drive.Item model number: VD6C8CH5037IP ASIN: VD6C8CH5037IP Ordered online at Amazon via Camstar Technology.The surveillance system has the privacy screen/privacy wall disabled. The issue was reported to Amazon, to the seller Camstar Technology and to the manufacturer GW Security none of them take care to this issue and dont provide any support. The manufacturer tells me that are waiting for an update to the firmware. In the meanwhile I suggest a DVR replacement, GW Security offer me this option, but after this message they dont answer me and to this date I'm with a surveillance systema off because I have been sued by neighbors for not having the privacy mask on the system. Problem that was reported to the three companies involved in the sale of it. I'm claiming a new surveillancr system replacing the existing one that was defective or a total refund of my purchase and a payment for damages for the problems caused by them for $500

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I've purchased two *** systems from GW security I hired someone to install the 16 Chanel system for one thousand dollars cameras aren't coming up on screen it says limited bandwidth there brand new I spent well over seven thousand dollars on equipment and I can't get the company to respond back to emails or answer the phone

  Business response

  09/06/2022

  Business Response /* (1000, 8, 2022/08/16) */ We have a solution for this issue. We have attempted to contact the customer at the phone number provided by the customer. He answered and told us we had the wrong number. We have replied to his email address with instructions to solve the issue. If he will reply to us or accept our phone call, we can set up an appointment time for a call from one of my technicians to remote in configure the settings for him. Once settings are properly configured he should no longer have the issue he is reporting. We can't resolve the issue if the customer will not respond to our phone calls or emails. We would really like to fix this for him. We can configure his settings for him to fix this. Consumer Response /* (3000, 10, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is a Fruad I reached out to them numerous times they said I need to fix something about the bit rate so they sold me a 16 camera 16 Chanel *** package system the cameras are 8 megapixel 4k the ******** not support the cameras I spent over 4,000 thousand on this system I requested it to be fixed or a refund they ignored my emails and no one answered my calls I stayed on hold for over 3 hours on one attempt I just gave up this company will rob you blind they need to be shut down

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a GW4108EP 0n 11/08/2021, after numerous attempts to connect this device to my network with the seller help with negative results, I returned it to the seller within the 30-day for full refund as required. As a result, I was forced to pay for the shipping in the amount of $24.81. The seller has refused to refund me this cost stating that because no defects were found I was responsible for the shipping. I have reviewed the return policy/warrant which isn't clear to the consumer on that issue. A consumer shouldn't be responsible to test the seller product in the field, to continue to allow the seller's technician continuous exist to consumer's computer when it is clear that seller's product isn't compatible with my network. The seller had four attempts to fix this and failed saying that it was my network that was the cause of the problem. I disagree, since the system that was being replaced was GWSecurityNVR2208E which was discontinued, the replacement was NVR GW4108EP

• Initial Complaint

  09/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** See Attached Document ****

  Business response

  09/14/2021

  We have attempted to service this customer. We have provided rma replacements to the customer. We made an exception to our rma policy and advance shipped replacement 2 cameras to the customer in good faith he would return the defective cameras to us. The cameras sent to the customer were the wrong model number - an error on our part. The customer returned only 1 of the expected cameras and 1 camera from a completely different order that was more than a year out of warranty. When customer comtacted us about the wrong model cameras being sent to him - we acknowledged our error and informed him of his error in what he sent back to us. The customer for months insisted we were lying about him sending in the camera out of warranty instead of the camera we had agreed on. We told customer he could keep the 2 cameras he received even though only one camera was sent into us still under warranty. Or he could send back the 2 cameras of the wrong model and we would send him 1 of the correct model and the camera no longer under warranty. Customer demands advance shipment without paying deposit. It was explained to customer that we can no longer extend the courtesy of advance shipment without deposit as we sent him 2 cameras to replace 2 cameras still under warranty but only received 1 camera back from him that was still under warranty and one that was not under warranty. Customer gets heated and yells and screams at everyone he speaks to demands we send him cameras and threatens to take legal action every time he speaks to anyone. As for his claims of being spoken to with a racial tone - the only personal information we have about this customer is he was a former new *********** officer. Never having met this person to have any idea of his race. Any statement made by the customer that he was spoken to in any way based on race is a complete fabrication. We have repeatedly offered to correct this situation for customer - he refuses to abide by our rma policy clearly stated on our website. Customer is inappropriate and verbally abusive to multiple members of our staff in technical support and in sales. The same remedy is available to customer now as it was before. Send us the 2 cameras we will send him 1 camera of the model he requested and we will send him the camera no longer under warranty he sent to us.
  See Attachment/File: ****************************** and order number ******.docx

  Business response

  09/23/2021

  ***Document Attached***
  Here is an additional statement to include with the case that has personal information not appropriate for the public response.
  Thank you for your time.
  See Attachment/File: additional information.docx

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #XXXXXX Paid $308 for new cameras plus $280 for a second replacement set...... I bought two video security cameras on November 12, 2020 which were installed this summer due to construction and covid delays. After installation this summer I noticed cameras are defective and don't record. On August 16, 2021 I paid for a second set of new cameras to replace the first set. The first set is still under warranty. These cameras arrived used, out of the box without proper installation ********* scratched, marked and one continues to not record. I've contacted the ********** Manager ***** *** and asked for replacement new working cameras as that is what I paid for. My ************ *** unanswered and ignored. No one in the office will provide **************** contact information. I am asking for either a working NVR that supports the first set of cameras or new working cameras. I would also like to return the second set of cameras which are ******************** and receive a refund.

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2021/09/14) */ This customer did contact us regarding 2 defective cameras. We did set up an RMA to replace the cameras. The customer wanted the cameras shipped out before returning the defective cameras first. Which we agreed to do for her, however, per our rma policy, advance shipping the cameras would require her to pay a refundable deposit of $280 (that is fully refunded back to customer once we have received the defective item from customer). She paid the deposit, we shipped the cameras. Our rma policy also states replacement cameras for orders more than 90 days from the purchase date, refurbished cameras may be sent. This customer was not happy about receiving refurbished ******** After her complaints and providing pictures of the replacement cameras, I offered to send her new replacement ******** I just need her to send back 2 of the cameras. As she now has both the replacement cameras and the original defective ******** The customer has spoken to a technician on 3 occasions. I have replied to at least 9 emails from the customer. I am the supervisor and have provided the customer with support personally and provided her with the opportunity to get the brand new replacements that she is demanding. Which we are not obligated to do - we also provided paid shipping labels to customer which we are not obligated to do. Customer was told if she sends back 2 of the 4 cameras and notifies me that she has dropped them with fedex using the paid return label provided to her - we would ship the replacements to her.Customer has since sent in all 4 cameras - we shipped 2 brand new replacment cameras and refunded her deposit.

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