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Indoor Camera

danielg27
Community Member

Hi,

I had an issue couple days ago with customer service, one of my indoor cameras power is out. I called customer service and explained the issue, the agent advised that the device is not working anymore and need a replacement, she also checked and my warranty has already expired (I didn't know but it was understandable) she offered that she will check with her manager to see if they can get a warranty exception for a replacement, I agreed...20 minutes later she called me back that her manager approved the replacement (which is great!), the agent needed to confirm my shipping address, which I provided and to wait for the email the next day. I did not received any emails so I decided to chat support for an status, they said that my warranty expired and needed to purchase a new device. I told them that the replacement was approved by a manager. The agent in the chat said there is nothing they can do at the moment...then I called support, explained the situation and they said a senior support analyst will call me to take care of this, later in the day I received and email that since my warranty had expired I have to purchase a new device...I reply to the email stating that the replacement was already approved by a manager as per the agent....I hate complaining but they said that I would get the replacement, if they were to said "at first", "my apologies but the manager did not approve the warranty exception for you to get a replacement", I would understand and move it along but they "confirmed" that the manager approve the replacement and then is not approved??? I think this is unacceptable and not fair as a customer.

 

Thank you

 

3 REPLIES 3

EdmondB
Community Specialist
Community Specialist

Hello danielg27,

 

I’m sorry for the trouble this has caused you. Let me help you out. Could you please give us the case ID when you talk to one of our phone support representatives about the warranty exception so that we could further check?

 

I look forward to your response.

 

Best,
Edmond

Hello Edmond,

Thank you very much for getting back to me. Here is the case # 7-7866000034678

Looking forward to hearing from you.

 

Thanks.

EdmondB
Community Specialist
Community Specialist

Hi there,

Thanks for the information. I’ll escalate this case, and someone from our support team will reach out to you via email to further assist you. 

Let me know if you have additional questions.

Best,
Edmond