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  • Horrible, horrible customer service. I've been trying to contact them for four days now. First by e-mail. No response (still). I then called customer service. I got a phone call about six hours after I had first called (I got put on the waitlist because "the wait time is longer than 30 minutes"). Of course, by that time, I was no longer at home and couldn't use my computer. They promised to call me back two hours later. They did not, which puts me back on the wait list for a call back. To top it off, the reason for my service call is that their cloud system forced me to upgrade to the newest version of their software. The problem is that the newest version of their software (v.37) doesn't support Windows 10. And apparently, at least what I was told by the customer support person (who sounded like she was from India) is that they need to hop onto my system in order to do the patch. Seriously? Why don't you guys document this for people who are tech savvy and who can do this themselves, rather than have a six hour wait for someone from customer support to call you back? Or tell people not to install the new software if they are running Windows 10? Even better, why don't you release software that works with Windows 10, THE CURRENT VERSION OF MICROSOFT'S OS? The biggest problem is that the hardware part of the system is already installed -- and as with a lot of things, the installation was a lot more expensive than the hardware. So I cannot just replace it with someone else. Update: After yet another hours long wait on the waitlist, I got another customer service rep. Guess what? The "patch" isn't actually a patch. Instead, he sent me a link to download the old software and install that on my Windows 10 system. (Gee, why didn't I think of looking for the prior version of the software -- oh wait, I did and it was nowhere to be found.) And why the first customer service rep told me that she needed to hop onto my system is beyond me.... Problem is that the prior version of the software still doesn't provide for easy local access to the DVR (if you're on the same network). This was the reason why I migrated. So, now I'm stuck going through the cloud -- with slow frame rates -- even though I'm at home.
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