"I have been using X10 product over a decade. Both the product and customer services were not great but OK. But recent purchase changed my view to this company completely.
This is what happened. I didn't receive my items after 10 days I placed the order. So I called them in the morning. After listening near an hour of music on the phone, I finally talked to a live person. I was told that my order was canceled by mistake. I should have stopped right there. But I made a mistake by re-ordering the $300 "LOADED! 6-Camera PC/TV/DVR/WEB Surveillance System". The cameras were OK but the problem came when I tried to install the software. I had problem to install the driver for USB Video Converter. Than, I couldn't open their remote website gate.x10.com. After the expected long time waiting, I was able to talk to a female representative. I told her the problem I had with their remote site. She first said she never heard any problem with that site and she couldn't check it. I told her I've tried 5 PCs and a MAC, it didn't work on all of them. Then she said she'll check it. After couple of seconds, she came back and said the site worked fine and she couldn't help me with anything because the site was working. She then handed up on me before I even asked the second question and her name. Such a rude person!!! I called back, and again, after long time waiting, I spoke to Tony (this time I asked his name the first thing I got connected). He told me he could not get that site work either! (???) He was nice and did try to help me by sending me a link related to the problem. But after hours of trying, it still not work on any of my XP or Vista machines (I did get it work on one 2000 machine).
After hours of trying, hours of calling, experiencing the problem with X10 customer services and reading the comments on this website, I decide to give up. I agree that the software is not XP or Vista ready like other comments stated here. Now the Windows 7 is out there, what can I do with it if I keep the X10? I don't want to make my PCs go back to 2000.
Now I was told I'll receive the RMA in email within 24 to 48 hours. Hope I'm lucky enough to get it within the time they promised, unlike some other unlucky customers who had difficulty to get the number.

Update: Nov. 2nd, 2009
OK, I did got the RMA the next day. That's very good. I sent everything back via FedEx and they received it the next day. I haven't got any confirmation from them yet. I'll give them another week then will call to check the status.
Another thing I should let you all know is that one day after I sent everything back, I checked their remote site gate.x10.com again on my Windows XP PCs and found the site worked fine! If they could tell me there was a problem on their server, I might have kept the package and save the return postage. But, on the other hand, who knows when their server will have problem again. I don't really want to go through this again. I think I made the right decision to return the set even after spending money and time for nothing. I'll let you know the status on the refund part next time."

"Judging from the other reviews, it seems that customers are either really happy or really angry with X10. I did have a problem that took several calls to get resolved, but it -did- get resolved and everything is now working. My problem was related to the software for an ActiveHome Pro device. I never got the initial email with the pointers to download the software. My first three calls dealt with people that were courteous enough but did not get my problem resolved. It was not until I was connected with Tom Wright that I finally got the help I needed. He took care of things in a very professional way (in other words, he followed through with what he said he would do). I would still do business with this company but now I know who to ask for if I run into problems."

"This vendor is terrible. They bombarded me with email hype several times a day for over a year. I finally fell for a sale for items that "work together". Well, they would, if you buy a programming module. That was not mentioned until I contacted them (several times). They game me an RMA, but wanted me to pay the freight back.

I already paid freight one way. I have complained again, but they will now not answer my emails.

These people should be sued class action style.

You have been warned."

"I havent been satisfied with my experience with x10. As another post mentioned my cameras were shipped without software and one was defective. Its been about 40 days and still waiting for a sup. referral to replace. The wireless technology doesnt work at the range advertised - 100 ft- more like 20 ft and you better hope you dont have anything else in your house cordless. I had to buy 2 xtra receivers to set the cameras to diffrent channels because my 1500 sq ft residence appears to big for cameras to function on one receiver without staticing and distorting the pic. There ad has this huge beautiful house this stuff is installed in, my house is way smaller than advertised and I seriously doubt that huge fancy house advertised has any of this stuff functioning around the entire residence. If you have a small apartment or office this is a good option, but there are cheaper wired cameras that perform way better- and the 10minutes thing LOL!
The door/windows sensors package is a good deal when it works , but it can go off for no reason, sucks if your awakened in the middle of the nite. If I hadnt lost the packaging on some of the items and wasnt scared they wouldnt provide a refund without every piece of plastic that came with it I would have returned the entire package, EVERYTHING and go for wired cameras that CAN really see in the dark and not the 'low lite" option they give which means no video in the dark and a black and white camera.let this be a lesson to others DO MORE SHOPPING before settling for deals that claim to do all! And why would you need an account to write a review unless they plan on cherry picking the good ones"

"My order was shipped without the software. I called customer service & Jennel McHolland was very helpful in correcting the situation. In fact she had to send if twice because the first email went to my work email which stripped the .zip file attachment. I appreciate her cheerful help. "

"Ordered The 6 camera system. Received in a timely manner. Not following the routine how tos basic system validation took hours. Initial video (vcr setup and camera, a few minutes. Computer interface took hours. After calling Beatra in product support. All that changed. She facilitated the manuals and some hands on support. Overall, I'm very happy with the support. The system promises to be beyond expectations. Planning a trip to the caribbean and this will be the real test. One major issue. On my laptop, I use an air card. If I erroneously click vanguard browser, Internet explorer stops working. If you click vanguard all is well. I'll be testing the remote with the air card, approximately 40 miles from the house in an hour. If you wish, I can send you feedback. Otherwise, I rate the system very high, at this point of the installation. Expect to add more features and home automation after full system validation. Thank You"

"I found this awesome store on eBay.I shop with complete confidence on eBay because they run a tight ship and have 0 tolerance for scams and rip-offs.
OK, so today I called for the first time because I purchased a camera system from them and was pleasantly surprised to actually hear a human voice after a few rings. I feel I was lucky to speak to Jennel who greeted me in a friendly professional manner and really listened to my concerns and answered every question with ease. This business is located on the West coast and offer support until 9pm pacific time Monday-Friday!From my experience so far with this company they easily deserve a rating of 10 (on a scale 1-10) First of all the price was unbelievably low. Shipping was more than reasonable. Shipping was FAST!The products are high quality. Customer service is exceptional. I'm going to recommend this company to everyone I know.
Thank you so very much for restoring my confidence in the business world. I'll be back!
Patty C in Oregon"

"When I called for customer service Jennel McHolland was most rude. She hung up on me and when I called again I was unlucky enough to get her again. When I asked to speak to her supervisor, she put me on such a long hold that I finally hung up."

"Customer assistant Jennel McHolland assisted me with furnishing updated software. She was very efficient and knowledgable. "

"I'm new to X-10. I've purchased their 4-cam security system, and I love it ! The price was great. The easy set-up was great. AND, I want to thank Edolia Wright @ ext 2632 for the TLC in getting through minor issues with my router. Thanks X-10. I can't wait to upgrade to the professional systems !!"

"Brett A. was very helpful in solving my noise problem which was keeping my timers from working. I like the product, but the timer turn on function could work better."

"While this is my first visit to this site, I've used X-10 products for a few years. I was very surprised to read some of the "won't work" or (can't get help) reviews. My experience has been the exact opposite! All of the equipment I've purchased from X-10 worked, but one or two not as I expected. However, a quick call or email to the help desk and I had the info I needed in minutes or at the latest, the next working day.
As of now, all (cameras in outdoor environment for more than 2 years), mini-timers, lights, motion detectors, transcievers, combination wired-wireless security system (best investment I've made in sometime), along with a few more gadgets and gizmos are working quite well.
Only one other company that I know of has a help desk that comes even close to my experiences with X-10.
While here, thank you Natalie G. for the email that allowed my to solve my phase problem with some equipment at a remote location on my property. Now works as if were in my home.
Also, every order I've made was filled exact and in my hands within 4 days. Can't expect much more than that from any company."

"update 4-9-09
After speaking with Brett on 3-30-09 I was to be shipped replacement parts for the two that were not working right. Nothing shipped as of today and they have no record. I called in 4-2-09 and spoke with Rich. He determined I had a bad cable on my vcr commander. As of today I have not received any replacement parts at all. I called in today ...they have no record of anything being shipped to replace my bad parts. 3 Items that are needed for me to operate my system as I wanted are bad. Tech support was good on these items to find the bad parts...but 3 bad parts are not a good total. I will dispute the charges if I do not hear from them by tomorrow 4-9-10......needless to say.... I am not happy at this time.


Having owned an x10 camera system before and having two light modules left over ....someone tried to break into my garage. I ordered a 4 cam system with motion sensors and extra parts needed to use it to record to a vcr and an extra video receiver so I could also view and record on my PC.
It took 5 calls to customer service just to get the order shipped the first time.....they had entered the wrong exp date for my credit card.

That solved I decided I wanted an extra vid receiver for my front room. When trying to setup and install the software on my PC it was a realy PITA and had to contact tech support several times. Once it WAS working it took up 100% of my cpu usage....leaving me with a useless pc. It then quit working and almost over heated my CPU ( heat warning came on to warn me in time )

The VCR commander at this time will not " learn " the commands from my VCR to start the recorder. At this time I can not use the pc software or the vcr to automaticaly record.

I did find a great tech support guy Brett A! He got my issue figured out with the pc recording....bad usb interface. Has one on the way to me now. After 4 days of frustration ....I am going to let the vcr commander issue sit for a day or so.....I have no patience left right now. I will update this later once I get the replacement parts and attempt to program the vcr commander."

"If you are looking for some "Toys" to play with, this stuff is for you. The Vangard software didn't work at all for me,( Windows Vista). IN FACT, CAUSED PROBLEMS THAT REQUIRED A RESTORE POINT! Some items DO NOT work right out of the box, and you must send them back at YOUR expense. and you will wait FOREVER for your replacement. In fairness, the stuff that works, works well for the money... My rating? it's a "Crap" shoot! not recommended for serious security."

"Bought $300.00 in video sender equipment.
Couldn't get remote extender to work. Called support, and the girl told me that the signal wouldn't go through glass, because it's an infrared signal. BS. Infrared definitely goes through glass. Was told I need "level two" tech support, and I would get a call the next day. Next day, no call. Called the next day, and they told me there was no record of call the day before, and in any event, I wouldn't get level two for 48 hours. Scheduled call for the next day.
Two days later I called, and they said they had no record of any previous calls. I waited for almost two weeks for teck support, and it never happened. I told them to send me RMA # for a return, since I couldn't get it to work, and they clearly weren't going to support the product. I went to another website, and got 5.8mgz units, that are far superior, with real tech support, for $79.00, a difference of $30.00, but Worlds above the garbage that X10 sells. I will never buy any of the products from this company, again. "