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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an outdoor camera on Friday 7 -19 24 on line. The instructions clearly stated the package would leave today. So I checked with **** The camera did not even get picked up until a week later. I've emailed & called them nearly 8 times to see why it haven't been picked up, they all tell me it has been picked up. *** says it has not. *** picked it up Thursday., nearly a week after it was ordered. I needed the camera by Wednesday 7-24. It will not arrive until next Tuesday. I've gotten nothing but a bunch of excuses. I can't even talk with somebody that will tell me anything but the truth. I just keep getting brushed off.
Business response
07/30/2024
Hi *******,
I sincerely apologize for the inconvenience you've experienced. According to our records, your camera is scheduled for delivery today, ensuring it arrives before your needed date of the 31st.
You placed your order on the 19th, and it was shipped the next business day on July 22nd. Since you chose our Free Shipping option, please note that delivery dates aren't guaranteed, and occasionally, *** can take a few extra days to scan ground packages when they are particularly busy.To make up for the trouble, I can offer you an additional $40 refund on your purchase as a one-time courtesy. Please let me know if this solution works for you.
Customer response
07/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
In response to the gentleman at Zetronix. I said I needed the package by 7 -24-24 not the 31st. Your on line advertising states CLEARLY that if I get the order in before 4pm. That they would get the package out the SAME day. A big advertisement mess up.
That would be the 19th. I got the order in around 2pm.You stated that you got the package out the next business day, Monday.
It should of left Zetronix on Friday, the 19not Monday the 22nd.. In fact the package actually left your place on Thursday the 25 th.not Monday. I just got the package today. The shipping where it be N.D.A. or reg ground should go outTHE SAME DAY according to your advertisement! Your advertisement it totally incorrect. Everybody I spoke with said it went out that Friday. They said they would keep me updated. Not any of those things happened. You just need to take the advertisement DOWN if that is the case.Initial Complaint
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Zetronix has an advertisement for a 4K dual 4G Wi-Fi security camera. I ******* it 12 June 23 and two weeks later received it at my home, ******** *******. I work away for 14 *********** 7 days, so 2 weeks laterI I tried to connect the Wi-Fi to the ******* **** would not connect. I called Zetronix 6 July 23, and the technician also tried to use the camera software and manual to figure out how to connect it, we were not successful. The technician said he would get back to me, but he never did. I have a mobile ********** so Zetronix had no issues with leaving me a message If they tried to connect me. I bought the camera to installed asap for thieves at my 92 year-old father-in-laws acreage, and after he has no issues, I would bring it back to my house to install it on my Wifi. I had to connect the camera @ My Father-in-law via the 4G network. The alarm went off at night and I had difficulty to shut it off remotely. The father-in-law didnt want the camera any more, especially when it was $723. I contacted Zetronix page on ******** about my issues with the camera. Again they had no solution, I repeatedly had to ask why there was problems with the WiFi connecting? Again, I called in December, the new technician could not hook up the Wi-Fi either. A representative called me to inform me that I bought a 4G ******* not a Wi-Fi camera. Z ads says for Wi-Fi and makes it look like there is a dual connection method. The manual has, the selection of Wi-Fi and 4G on it, software has also the selection of 4G and Wi-Fi. The Rep said 4G on the box, but it also says 4G Wi-Fi on the box. In December the Rep told me that I was passed 30 day return period. He said he would escalate the matter to the owner, to see if he would allow the return. Again, I never heard back from them. I have replied to emails, no success about dealing with this matter. Zetronix put in their ad BBB designated company,Business response
05/30/2024
The customer purchased a 4G LTE camera, not a **** camera. The product they bought is the TY7 Dual Pro Solar 4G LTE Rotating Dual Camera, which can be viewed here: ******************************************************************************************
The product description clearly states its a 4G camera and does not have **** capabilities. The customer's confusion arises from the product box, which has checkboxes for both **** and 4G LTE options, with only the 4G LTE box checked. We have explained that we use the same packaging for both the **** and 4G versions, and only the applicable option is marked.
Despite several attempts to clarify that the product purchased was indeed the 4G LTE version, the customer insists that the presence of **** text on the box indicates it should have **** capabilities. We have offered to exchange the product for a **** version, but the customer refused and instead accused us of scamming.
We have made multiple attempts to resolve the issue and assist the customer, but they have rejected our offers and continue to express dissatisfaction.Customer response
05/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have provided details including pictures in my first complaint that are being ignored, by BBB and the company. There are my several other critical facts, not strictly the wrongful confusing universal box label, that should not be used for two different cameras.
Other facts that are not being considered here:
1. The manual is Also used by both Wi-Fi and 4G cameras.2. The software is used by both cameras
3. Their two technicians attempted to make the camera work when it was not designed for Wi-Fi. Their technicians also thought they had dual connection methods.
4. The marketing wording, makes you think it has Dual 4G WiFi design! The ad is not is not clearly stating that there are two different cameras! They chose a wording that makes it very Easy for the company to sell more cameras and not care about the consequences. I bet they have had other customers fall into their trap? These are expensive cameras.
5. Their statement is that they offered me a WiFi camera, is a lie. At no time did they off me a camera. I wouldve accepted a Wi-Fi Camera If they had offered it.
With all these factors being ignored and their reply, this company should loose their creditation by the BBB. They are lying and they are not dealing with all the facts! I expect the BBB will read my first complaint and this one and deal with all the matters that are true, not just what the company is saying. If the business is truthful and clear this matter, they will call me and offer the same camera in a Wi-Fi camera, with a 2 month return if its not functional.
I have attempted to attach two pictures of my proof in this reply and the pictures are not going through. I have sent the same pictures in my first complaint and it seems like they have no merits in my claims. If I dont get a resolution before the one-year term 12 June 2023, I file a lawsuit against the company. Please respond with in 5 business days.[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******************************
Business response
06/11/2024
The camera the customer purchased was advertised and sold as a 4G camera not WIFI. Our techs told her the same thing, we are offering the customer and exchange if the customer wants to ship her unused 4G camera in for a WIFI camera for free. That offer is still on the table, its a very fair solution and we offered that solution to the customer several times. The customer needs to ship the 4G camera back to Zetronix and we would ship her a WIFI Camera.Customer response
06/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
There's no instructions of how I can return the product, like a return #, address
Business response
06/27/2024
We gave the customer our address several times
Ue order number as the reference and ship back to
Zetronix Corp
Returns & Exchanges
**********************
****************Customer response
07/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Ive sent an email to Zetronixs for approval to return the product,following their website instruction to contact them first before mailing returns. Its time to get this transaction finally finished. Please let me know what to do?
*******************************
************
CONFIDENTIALITY NOTICE: This5299 information transmitted is intended only for the addressee and may contain confidential, proprietary and/or privileged material. Any unauthorized review, distribution or other use of or the taking of any action in reliance upon this information is prohibited and may be unlawful. If you received this in error, please contact the sender and delete or destroy this message and any copies.Initial Complaint
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two cameras two sim cards. I charge one camera left the other still in the box withe Sim card for that camera. Set it up will not down load software. Call the next day because their instructions were photo copied onto a paper I could not read. Down load the app get the cam to recognize the phone. I put in my security code for WI fi will not accept the password. Too long. 26 characters the *** you can have is 64. I spoke many times to tech support he reading of a script and had no idea. I said I would give him till tomorrow to see if they would fix the problem. No call no answer the phone. They would not answer the phone. I had to go on line join their website in order make a return claim. I had to pay shipping besides all that. They told me that the 70 dollars they were keeping for processing fees. For a product that's operating system will not allow my password which in this day and age is not that longBusiness response
12/22/2023
We are very sorry for the inconvenience, there is a limitation with the software that we can't chage. We have refunded you $72.89 which was the restocking fee back to your credit card today.Initial Complaint
12/04/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/5/2021 I ordered an item (Nano Pro) from Zetronix, paid $195.48 (including $19.99 for shipping) and the item was immediately shipped via ****** I received the item, took one look at it (without opening ANYTHING) and realized it was FAR too large for my needs. I contacted the company multiple times from 11/12/2021 through 11/22/2021 and finally got through to get a customer representative to "authorize" a return for me. However, the "return label" they kept referencing did not exist, it was merely a number they assigned to the return - and I was told that THE CUSTOMER MUST PAY FOR RETURN SHIPPING.I mailed the return via **** shipping on 11/23/2021 and the company received it on 11/26/2021 at 12:35 p.m. However, they did not acknowledge receipt of my return for another 5 days, in an obviously fraudulent attempt to stall their legal responsibility to refund my purchase amount. Now, I've been told it will take another 7 to 10 business days (from the date THEY claim the return was received) before I am issued a refund. Yet, they received my item LAST MONTH.There is no reason for such an extended delay on refunds. Further, there is no excuse for a business to BLATANTLY LIE to their customers about when they received a returned item, it's obviously just an illegal stall tactic to avoid refunding money they would much rather keep.This company is operating just at the minimum requirements for returns and refunds, if you look at their company reviews MANY OTHER CUSTOMERS have also had similar experiences with these issues.Customer response
12/16/2021
I have not heard from the business in response to my complaint.Business response
09/26/2024
The customer was fully refunded on Jan 4, 2022Customer response
09/27/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.However, I find it odd that it took this company OVER TWO YEARS to respond.
Regards,
****** ****
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