joelcaron's profile

Fri, Apr 1, 2022 6:59 PM

customer support no help

I'm looking for contact information for someone who can help me install my cameras. (I see a solid red light when they should be being installed.) I've been through customer supports scripts THREE times (you know, take the battery out, reinstall it, that sort of thing). And I've emailed and gotten nonsense AI replies. Then I complained on facebook, and was promptly told that a Senior Support agent would call me. Someone did, leaving a message that I should call the same old customer support number, and apparently start the same process for a fourth time. If anyone knows who to contact, and how to do so, I'd be happy to give it a try. Otherwise, I think this dud of a system is getting returned. If someone saying their name is Dave replies to this question, and wants YOU to think that a Senior Support person is going to call me and solve the problem, I wouldn't believe it if I were you.

Official Solution

Community Admin

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2.9K Messages

5 m ago

I have to say, it's a little awkward that my name is in fact David - though probably not the Dave that you're referring to!

But to answer your questions:

A solid red light means that the camera is not able to connect to your Base Station (the tower component). Either the Base Station is somehow offline, or the wireless communication is being blocked - perhaps by a source of interference. If we can't figure out an environmental cause, we might even need to replace that camera with a new one (of course, at no cost to you).

Looking at the records for your account, I do see that one of our specialists attempted to reach out, but wasn't able to get hold of you. I'll ask the agent to try again ASAP.

2 Messages

5 m ago

Someone did call, and like you (and like one of the customer support people I talked to previously) she suggested a replacement camera. That seems silly, however, since I'm having the same problem with all THREE cameras.

A product like this should work right out of the box. It doesn't. I'm going to return the box.

Community Admin

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2.9K Messages

@joelcaron​ If you're getting the solid red with all three cameras, then the issue is probably with the Base Station (the thing they all have to connect to). So we'd want to make sure that the Base Station is in a good spot to communicate. I would pay special attention to physical interference; i.e. dense physical obstructions that can literally get in the way of the signal, like brick or adobe walls, or metal siding.

Though fair enough, if you'd rather return your system, we do have a 60-day Money Back Guarantee. The specialist should be able to take care of that for you as well.

(edited)