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| - ** Scruples? NONE! Service - DEPLORABLE **
(my personal experience)
I apologize for the lengthy book. It's to provide a better view of not just poor quality product, or even poor service, but more so - to show JUST how dishonest and misleading they are. READ!!
KEY POINTS_________________________
+ Where their biggest failure is their support, and their scruples
+ You'll be automatically be routed to a sales agent instead who most times will either misrepresent themselves...
+ Lorex empowers it's employees to be dishonest and deceptive.
+ The last two minutes of my last phone call with Will Moyer was simply, and nothing but - BAIT & SWITCH!!
OUR STORY___________________________
We purchased a medium sized system that it's DVR's cooling fan began failing within 2 - 3 months. This wasn't the problem.
Yes, their equipment is crap. Yes, their user interface (UI) is horrible. Yes, their customer service and support are worse - it's DEPLORABLE! AND YES - the company is dishonest and deceptive.
At first try everything seemed good to go, using their "quick setup." UNTIL.... I needed to setup more of their advanced features. Then everything went to pot. Where their biggest failure is their support, and their (LACK OF ANY) scruples.
ONLINE CHAT EXPERIENCE_________________
My experience with their - "service" was over about 3 - 4 months. Up until the very end, all my experience was with online chat support. I've never been treated SO poorly by any other company's support system. I could go on & on with the horror stories in chat.
Seriously, there are NEVER any online "tech" support available. In all of the months I tried to talk with "tech" support, I spoke with ONLY one, and I had to manipulate my browser in order to finally get to one.
In ALL the other times - you'll be automatically be routed to a sales agent instead who most times will either misrepresent themselves as tech, wait till the end of a chat to tell you they're not "tech" support, or - if they do tell you up front - try to help, but screw things up worse. In most cases agents I spoke with were impatient, arrogant, patronizing, and at times - JUST belligerent.
OUR STORY cont._____________________________
In the months spent with support, I never really got their system fully functioning - mostly, because of their uncooperative online chat support. I finally, basically.... gave up and posted a review on their own site's review system.
A few weeks later I was contacted by William (Will) M., Digital Retention Manger, who I've come to learn is NOT the only... retention "manager" despite his efforts to convince me.
THE SERIOUS PROBLEM ____________________________
Lorex empowers it's employees to be dishonest and deceptive. Their employees will purposefully mislead and lie to you to make a sale. What happened over the next 2 wks, and the last two minutes of my last phone call with William M. was simply, and nothing but BAIT & SWITCH!!
Will contacted me (supposedly) for the horrible experience I'd had. And for TWO weeks, over phone and email - Will manipulated me, misrepresented info and just plain misled me to believe Lorex, in all their glorious nature - were extending a grand gesture of generous customer service to us, saying he was a one man department, that the buck stopped with him, and he was going to TAKE CARE of us. What does that mean to you?
I'm convinced their supposed Digital "Retention" manager position means exactly what it says - RETAIN. Their sole purpose is to keep you as a "customer" - a PAYING customer.
For two weeks Will NEVER mentioned, hinted ANY kind of cost saying things like... and mind you - these are all said under the connotation of him stating - "he's taking care of us. (from email)
MISLEADING STATMENTS________________________
* Several times, in different ways, that he was going to take care of us.
* First in email, in BOLD lettering, he told me - "Not to buy another system." (I'd mentioned going to a different maker)
* He asked us for our shipping address with not even mention of "placing a purchase order" - as if he was ready to ship us a package.
* He told us to return our system where we purchased it (Costco) so we get our money back.
* Again later, in another email, and I quote, "Don't buy another system - let me fire one off to you. Again, it's not charity, it's an investment into your business."
I had told Will we appreciated seeing a company for taking responsibility for their lack of service, and all... but "charity"? Regardless - that kind of language or statement concludes you're providing something at no cost for customer satisfaction reasons!
So in the LAST 2 min's of our call Will says let me get to you a sales rep for a quote and our previous $450 system went to $4400 but of course with a discount. WhooWee! BAIT AND SWITCH!
If their mouth is moving they're lying or just wasting your time.
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