Denis Polley´s profile

Reviews (1)

Network Webcams

Poor customer experience

Purchased two Lilin HD IPR712 night vision IP cams in November 2012 . Arrived promptly ok. However was unhappy with picture quality of one cam. Raised concerns with Ntwkwbcams-uk on 8 Jan 2013 and sent assorted screenshots comparing 720P HD cam in question with an old 0.3 MPix Trendnet. The Trendnet pics were crisper than the Lilin! They sent my email & pics to Lilin. Was informed on 14 Jan that Lilin (on 11th) judged there to be NO FAULT with my cam. Emailed Ntwkwbcms-uk again on 17 Jan re-expressing disappointment with pic quality. Emailed them again on 4 Feb stating I wanted to return cam. They replied on 7 Feb saying they're waiting on Lilin to respond. Emailed again on 8 Feb expressing frustration at delays all round and dissatisfaction with "customer unfriendly" return policies and overall avoidance of responsibility of Ntwkwbcams-uk. They reply 12 Feb recommending return DIRECTLY to them now instead of manufacturer. Cam posted to them 13 Feb and received 15 Feb. They email on 20 Feb to say their tests show cam IS faulty and offer replacement. Latter arrives 25 Feb and......ITS THE WRONG FOCAL LENS version cam..matter still unresolved. Summary: 7 weeks from initial concerns of 8 Jan until today 25 Feb I'm still without a properly functioning cam.
I will say on a positive note that they were always very polite and helpful on the occasions when I phoned them but I feel I had to drive this issue.

26 February 2013

Reply from NW Systems Group

Dear Denis,

Thank you for your feedback.

I have looked at the detail of this case and first of all please accept my apologies for the delays you have experienced with the replacement of the faulty item on this order.

I agree that this has taken too long to resolve, which is not in line with our customer service policy. This case is a rare eventuality, for which I sincerely apologise.

As discussed, the correct camera is on its way and the incorrect model will be collected.

Please contact me directly if you have any further issues or comments.

Frank Crouwel
Managing Director
NW Systems Group

Denis Polley´s profile

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Denis Polley
Cork, Ireland