"A couple of years ago I purchased (from Sam's Club and Amazon) an entire security system (two of their DVR's and 8 of their cameras.
I paid for a professional installer and everything went fine until I decided to access them via Internet while traveling.
Although initially one of their Customer "service" (disservice) helped with the configuration by accessing my computer remotely he could not figured out how to access them via phone (although they claim this is possible).
I follow up call from their "experts" was supposed to follow in order to complete the set up. When this call didn't occur I called back and the nightmare started.
The person who answered the phone simple denied me service claiming "understaffing". I asked when would be a better time to call and his reply was "sorry, we cannot spend ANY time with you", just like that.

When I elevated this situation to their Customer Disservice rep (this is a 2 or 3 person operation so you always talking to the same people which are the owners, co-owners and such) I received an e-mail almost immediately with some vague instructions on How to set it up by myself....I'm not a Network expert so much of the instructions were pretty much obscure).
Being that their OWN "expert" was not able to figure the problem out from the get go it was obvious I was not going to be able to do it myself, yet I tried.

I follow their instructions the most I could but in the end I couldn't finish the set up.
I asked via e-mail for a clarification on the instructions.... once again.... no response .......

I decided to elevate the situation once again and thus I reviewed the e-mail initially sent by them with the obscure instructions... while doing this, I discovered the person who had received my 1st complaint (Dennis) supposedly Customer Service (but actually is one of the OWNERS !!) had made (in an internal e-mail) comments regarding the veracity of my first complaint....This internal e-mail had been sent to me in error when responding to my inquiry..
This resulted in the firing of this worker... Subsequent (several) e-mails and calls resulted in no solution. This guy, Dennis, the Owner... treated me like crap everytime I called, in such condescending manner and in a tone of voice that in the end resulted in me giving up.
Never they offered to solve the problem, to once again access my computer and configure things, nothing... .
In the end, I reported them to the BBB, and I'm doing everything possible to educate others regarding their dismal support so that nobody else has to go through what I went through.
Now I have an entire system that I can ONLY view when at home within the network... Ohh wait !! I can do by just looking at the window!!!!

If you want to throw away your money and treated like crap then this is the system to buy... otherwise... STAY AWAY !!!!
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