Problem wit company's idea of replacement items. the conditions of the replacement delivered,the warrantee of the replacement items. No communication.
I have been having a problem communicating with EP Technology Corporation USA of Champion, IL.
I bought and paid through paypal a $279.85 dollar, Item# XXXXXXXXXXXX ZMODO 4CH Surveillance DVR 4 Outdoor Day Night Weatherproof Camera System 500GB through ebay back in Oct 2012. By the month of May or very end of April, the cameras were not showing signals on all for cameras feeding into my spare 57 inch TV. I made an appointment with a licensed electrician. I had a licensed electrician come in an check all connections and functions. He even brought over older black and white cameras that he owns and connected them to the DVR and they produced an image. He concluded that it was not the DVR, but the cameras themselves with the issue. On June 18th, 2013, I began communicating via email to the Zmodo customer service in regards to the warrantee which is honored for a year from the original purchase date OCT, 21, 2012. I received instructions on how to go about sending in the warrantee card by a person named ********** I then went on to explain to '*****' that all four cameras were not giving out a signal an image to the TV and that a licensed electrician tested them all. She gives me instructions via email on what to package up and send to there RMA department at EP Technology Corporation in Champion, IL. ***** then sends a RMA number RMA# RMA-4GXXXXXXXX-RE so I can have the items shipped to there RMA dept.. However, during the process, the cameras were shipped back to my front door. I notified the Zmodo customer service of this minor mishap. They respond in the positive. "That's ok" . I later received an email from the Zmodo CS stating that the items were delivered to them on July 26th, 2013.
Per the Zmodo return policy http://www.zmodo.com/rma/
I, the customer are to follow AND fulfill these Zmodo Guidelines for the company to proceed with there inspection of the items when delivered to the RMA dept in Champion, IL:RMA# RMA-4GXXXXXXXX-RE
Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with. Products must be free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals.
Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damage resulting from power surges. Products so labeled with a security seal, must have the seal intact and not tampered with."
I followed the instructions of the Zmodo CS dept. But, Zmodo did not. My money was neither refunded nor were the items I sent in repaired. I sent in cameras that were less than a year old. No physical or structural damage to the cameras. I even took pictures of the camera in the box while I was packaging them up in. In return, from Zmodo's RMA department at EP Technology Corp., I was sent REPLACEMENT cameras that were the opposite of what is required of the customer in there Inspection Criteria. The camera's I received on or about Aug 5th, 2013 appear to be scratched, cracked and abused, and the labels with the seals are not intact and appear to be tampered with. I notified the Zmodo CS of this for Zmodo has a policy in regard. I have not received a response yet. My first complaint of this occurred on the 8th of Aug., 2013. My electrician advised me to notify the about the conditions of the cameras, especially the camera with the cracked lens on delivery for it is probably no longer waterproof as the camera are marketed and manufactured to be.
What is my next step?
Zmodo has not returned any communications concerning the warrantee of the replacements or of the conditions in which the cameras were delivered to my home. I have every correspondence and image of the original cameras if needed. I also told Zmodo about this. No response.
I would either like another replacement of camera that were of the same quality of the cameras I sent. Not once was I notified of the cameras being delievered damamged structurally or physically as the replacements sent back to me. they are all tampered with as far as the labels,one rattles as if a screw is loose on the inside, the wires look abused, and a lens is completely cracked which probably means it is NOT waterproof as the product is supposed to be.
I am sorry to hear that this RMA is yet to be resolved.
According to the technician notes on RMA-4GXXXXXXXX-RE, all four cameras operate as designed. The RMA technicians were unable to reproduce any problems or defects with the four cameras. In the event that the RMA technicians cannot replicate any problems at all with the returned items, they will ship the same original items back to the client.
They did note that they replaced the 12V 1A power adapter with a 12V 3A power adapter so to guarantee that the cameras receive enough voltage and amperage during use. The original 12V 1A power adapter was not defective, but pushing additional amperage to the cameras can help to improve the working lifetime of the cameras.
At this point, we recommend that the client contact Zmodo technical support either by email or by phone at XXX-XXX-XXXX to troubleshoot the camera connections. The last recorded phone conversation that we have with this client is on July 9th, and the last email that we have from ********@yahoo.com is from July 11th. We would be happy to discuss this matter further.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I have emails dating back to June 18, 2013 with Zmodo. I initially inquired about the warrantee in which****** answered my questions. That same day, June 18, 2013,****** told me that I could send in the warrantee card to the address she provided EPTCO 1401 Interstate Drive Champaign, Il XXXXX and she stated "we will register it online for you." From June 18th, 2013 to July 1, 2013, I had not heard back from****** regarding the registration of the warrantee that I sent to the address provided by******. So, on July 1, 2013, I asked the Zmodo CS****** if they had indeed registered the cameras warrantee.****** answered on July 2,2013, and in that message,****** typed "If you need to contact us for any warranty REPAIRS, OUR RMA department will ask to see your invoice. It is not necessary for you to send us the warranty card." But, by that time, I had already sent in the card have photo evidence of filled out and envelope sent in
That answer regarding warrantee REPAIRS from****** was my segway into my next reason I was inquiring about the warrantee - ALl four cameras were not submitting a signal..
I reported this to Zmodo****** on July 7, 2013 although I had no signal for about a month. Unfortunately, was not able to get an appointment with my licensed electrician until then. I explained to****** that the electrician had brought over a set of HIS older model cameras and they submitted a signal just fine through the DVR which I never complained about or sent it with the 4 cameras.
Now, on July 8, 2013,****** states "I can setup an RMA for you if you'll just submit a copy of your receipt. Please advise and i'll be happy to help you." That same day, July 8, I sent****** the receipt from ebay for the purchase of the camera system by Zmodo.
It was****** that explained to me what an RMA was for and then she provided me with the RMA number on July 9th, 2013. That same day, almost immediately, I got an email from the RMA dept. I NEVER contacted the ebay store directly for shipment information or for any info. It was****** that set that up with Zmodo's RMA dept.
From July 9th, 2013, the correspondence began coming to me FROM Zmodo's RMA dept. and at the bottom of every email sent to me from Zmodo's RMA dept. is stamped: ebay trannvrs store/********.
Moreover, on July 9, 2013,****** Zmodo states "Please advise and I can process your RMA." Why is****** processing RMA's if Zmodo has nothing to do with ********? OR
How is it that ebay/**************** has nothing to do with Zmodo when its on every email sent to me from the RMA people along with where I can find the policies - http://www.zmodo.com/rma/??
Additionally, if I am NOT to correspond with ********, why send me correspondence from that source?? When I respond to email, I usually just hit the 'reply to sender' link. Besides, isn't the RMA dept. that does the repairs, replacement or refunds or does****** do the repairs, replacement or refund? Therefore, It was NOT I that initially contacted the ******** ebay store about sending cameras with no signal for repair, replacement or refund. It was******. Per******'s email to me, July 9, 2013: "Your RMA has been submitted for repair. You will receive another email from our RMA team explaining where to send your defective equipment. Please let me know if you have any questions."
Now, moving a little forward, on August 15, 2013 , I received an email from the RMA stating that "it is the power supply that is defective, so we replaced the power supply with a new." That would imply that there was something wrong with the cameras indeed. Wouldn't it? "it is the power supply that is defective" DEFECTIVE being the operative word here!!! how can something work with a defective power supply?
Additionally, throughout this whole ordeal, I was told several times that I will be receiving REPLACEMENT cameras. That would imply that the cameras I received are in fact different...unless your company has a another definition of REPLACEMNT.
Furthermore, I only complained of the camera's submitting no signal early July 2013. Two of the 4 cameras send to my home seem to be working fine as of late.
My MAIN complaint is that of the structural and cosmetic conditions of the cameras sent back to my home. They were all cosmetically damaged in some way. One has a significant crack in the lens which probably deems it NOT waterproof, one has a visible screw loose rattling around that obstructs part of the view and the others are chipped away at and all the labels are tampered with.
My other issue is why do you have the policies that are stated on the Zmodo website about sending back cameras to the Zmodo RMA dept in 'like new' conditions, but in return, you send the customer 'like old' stuff?? My cameras were brand new. Even the electrician noticed the difference. they were only on my home for about 4-5 months, but the cameras send back to me looked like they had been on someone else's home for 4-5 years NOT months.
This company is good at dancing and not good with customer service.
Final Business Response
I am going to try my best to assess each point that Ms. ********* mentions in her complaint.
After some research, we've discovered that Ms. ********* has contacted the eBay store that the items were originally purchased from and has been communicating with the eBay store seller. The eBay seller "Coolpodz" was kind enough to forward all of Ms. *********'s correspondence to us so that we can better understand the situation.
The eBay store that the items were purchased from actually has no connection to the manufacturer Zmodo or EP Technology corporation.
***** from Zmodo was originally handling this RMA in which 4 cameras and one power adapter was shipped to the manufacturer for testing and repair/replacement if necessary. It looks like Ms. ********* stopped communicating with ***** from Zmodo on July 11th. The correspondence between Ms. ********* and Coolpodz took place from August 8th until Sept. 9th. Zmodo and EP Technology Corp was unaware of such correspondence with the eBay seller Coolpodz until today.
We highly suggest that all further communication regarding this issue be done with ***** at *******@zmodo.com and not with the eBay seller Coolpodz. Coolpodz merely sold the product, and is not required to honor warranty claims in the same way that the manufacturer (Zmodo) is responsible for honoring warranty claims.
The notes in the RMA indicate that all four cameras were non-defective and operate as designed. The RMA notes also indicate that the same four cameras that Ms. ********* shipped to us were shipped back to Ms. *********. There is no note indicating that any cameras had a damaged front lens cover, so either the camera arrived damaged and the RMA tech did not notice the damage, or the camera was damaged in shipping from Illinois to Connecticut.
We will call and email Ms. ********* on Sept. 17th to try to re-establish communication and solve the issue. My recommended resolution at this time is to replace the camera that arrived damaged at no cost to Ms. *********, and also to troubleshoot more thoroughly why the cameras are not displaying video.