Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been having problems with my swann outdoor camera not working for nearly a year now. i get notifications, however the camera part of my outdoor camera does not work, as I need the video to be working on my camera. there's nothing wrong with my wifi router like swann tries to claim. I have exchanged dozens of emails with swann about these issues over the past year and none of their troubleshooting works. I've asked them to send me a replacement camera and they ********* this point i do not recommend swann and i just want my money back for this camera. i only got about 6 months of use out of this camera before i started having major issues. even when the camera was working it had issues, though it has not had video for over a year now

  Business response

  01/14/2025

  We are sorry to hear about your experience with Swann tech support. A customer service agent will send the customer an email to move forward on replacing the camera, if the customer is under the manufacture warranty. 

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bougt a swann nvr system with 3 2 k wireless cams and a nvr it cost me 400 bucks after installing and set up the system constantly suts off the movement on the screen you have to manauly rrfresh it to keep it displaying everytime i try to get a recorded video it takes forever to load if it even does and i have a fast connection the cameras have split and cracked and are not good at night at all im so dissapointed im ready to thow it in the trash

  Business response

  12/10/2024

  We are sorry to hear about your most recent experience with our tech support team. Please expect to hear back from them soon.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 8 camera security system 8/27/24 had a camera go bad 10/1/24. I called Swann customer service spoke to a **** who verified the camera was bad and would have replacement sent. After 11 emails and 7 calls with place of purchase, date of purchase and copy of receipt from ********** I have not been able to resolve this. They keep asking for same information, I have requested to speak to a supervisor and was advised they did not have one and that the warranty department has no phone number they are only able to receive emails. I find this unacceptable and It seems like they are trying to not honor the warranty.

  Business response

  12/06/2024

  We are sorry to hear you had a bas experience with tech support. The replacement camera has been received by the customer on 11/19/2024 with *** tracking number 1Z7YF0640301996554. 

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/14/2024 I purchased an open box/used camera system from the Swann store on ******. So even though it was purchased through the Amazon platform, it was still from Swann. It was system SWNVK-******FB and advertised it came with the 8 bullet cameras.When I started installing I discovered 4 of the wrong cameras were put in the box. Instead of 8 bullet cameras, I received 4 bullet cameras, and 4 miscellaneous random cameras all of different models. The cameras were as follows:4 : NHD-887MSFB S/n *************** 1: NVW-AS4KCAM S/n *************** 1: SWIFI-CORECAM (no s/n provided)1: PRO-4KMQB s/n V20490010123099 1: PRO-1080MQB s/n *************** I contacted ****** and they said because it was from the Swann store on ****** they could not replace the 4 wrong cameras. They said I could only return the whole setup for a refund.I contacted Swann and they told me they wouldnt correct the problem either. They said because I purchased an open box 8 essentially got what I paid for. The add for the product said 8 bullet cameras were included, it did not indicate I was buying a random box of miscellaneous cameras. Someone messed up the packaging and sent me the wrong product- or someone failed to put the correct sale description. there was no quality control and as a result I was screwed.I want the same

  Business response

  11/27/2024

  Hello Hannah, 
  
  Were sorry to hear about your recent experience with your Swann product. After checking our system, we couldnt find any interaction with our team under your contact details. However, **** scheduled a callback for you with one of our specialized support agents. Please expect their call soon to assist you further. 
  
  We're here to help!
  LL - Swann Team 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/12/23 Purchased 12 camera 16 channel security system. The *** stopped working, we paid $30.53 to return the defective DVR and on September 3, 2024 were sent another defective DVR. We have been in contact with tech support and were told a new working *** would be sent out, now they are asking for our credit card before they will send out a working DVR. Why would we send that or pay more money without any guarantee of a working DVR being sent. order#******* RA#******* Tracking #1Z7YF0640301. Please send a working DVR or refund so we may purchase a working system.

  Business response

  09/30/2024

  Hello, We are sorry to hear about your experience. We have process a warranty replacement for the customer. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: Swanns refund # S2388813 On 3/21/24 I bought an item (splitter) from Swann Communications. The cost was $16.00 and was charged to my ***** Master Card. They sent me the wrong part. They sent me a prepaid label to return the item and I did that on 4/29/24. I never received a refund. I called them and asked for a refund and was told they would do it but they didnt. On 7/08/24 I sent them a certified letter asking for my refund but they didnt respond to that either. Would you ask them to issue my refund in the amount of $16 and credit it to the ***** Mastercard that they took it from on 3/21/24? Thank you for your assistance.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 28th, 2024 I called 3 times to contact Swann about resetting the password for the security system that came with the home I purchased in 2023. Because I did not purchase the system and did not create the login credentials I called to have it reset. Swann was incredibly unhelpful and I have to throw away our system because they do not have any password reset support. They sent me an email with instructions on how to reset my password that did not apply to my product. When I called back to tell them the emailed instructions did not work they told me to use the online chat feature. When I used the online chat feature they provided a link to a dropbox app that was not verified through Apple Applications and so I had to reconfigure my privacy settings to allow the app to download. Then, the app did not support the latest version of Mac software. Their solution was for me to "borrow" another computer with an out-of-date software. This is a major security concern for me as I cannot reset the password to the cloud recording my home and there is no support through Swann. This is an incredibly dangerous company with their dated technology that is suppose to ensure security and risk-free surveillance. Swann should offer me a new system since they do not have the tools to support my current system.

  Business response

  07/02/2024

  Hello

  We are sorry to hear about your experience with our support team. Upon checking our records, we see that you have a legacy product that has been discontinued for some time. Please be advised that the Swann support team is currently providing support for legacy products on our support page via literature. Swann offers a one-year warranty for legacy products provided a copy of your receipt. Outside of this timeframe, we are unable to process a replacement free of charge. Keep in mind that for any warranties, we require for the recorder to be sent back to us. If you no longer have the recorder in your possession as you mentioned, we cannot offer a replacement. 

  Regards,

  Swann Team

  Customer response

  07/13/2024

   
  Complaint: 21770553

  I am rejecting this response because: please provide documentation I have a legacy product.
  

  "Providing support for legacy products on our support page via literature." In my attachments I clearly show how the literature does not support or resolve the issue in the screenshot of the chat messages and email reply to support. This is the first I am learning that I have a legacy product - why did your support team not inform me?

  Businesses should possess explicit language that informs me when a product will be retired and how Swann Security will support the legacy users. This equipment is just 6 years old (the home was built in 2017, the software and cameras according to the previous owners was purchased after). How can this be a "legacy" product with such short life? More importantly, you can see from my correspondence never being informed this was the case.

  *************************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was told to cut my camera wire and they will send me a replacement camera they told me to upload a picture with the cut camera i sent it about 10 times by email they said they never got it so i email it to my sister she got my email so i do not what there problem i offer to mail it to them said no they need an me to email it i want another camera or a refund

  Business response

  07/08/2024

  Hello, 

  We are sorry to hear about the customers experience. We sent the customer a replacement camera on 5/16/2024. 

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ORDERED SERVICES THROUGH CABLETEL FOR SECURITY SYSTEM-**** INSTALLED (CABLETEL LLC ********************* ************). THE COMPANY INSTRUCTED ME TO SCHEDULE AN APPOINTMENT AND THEY WOULD PURCHASE THE EQUIPMENT AND ADD'L MATERIAL NEEDED-CABLETEL/**** WAS INFORMED THAT I ALREADY HAD AN 8 CAMERA SYSTEM THAT I OWN WHICH I WANTED TO INSTALL, HOWEVER, HE REFUSED TO USE MY PURCHASED UNIT STATING IT HAD TOO MANY WIRES AND HE WILL ONLY DO THE INSTALL W/A NEWLY PURCHASED CAMERA SYSTEM. HE SCHEDULED THE APPOINTMENT ON A HOLIDAY, WHICH WAS ON MEMORIAL DAY 2023-AND HE HAD THE SWANN CAMERA IN HIS TRUCK--WHICH HE WENT TO GET AFTER INFORMING ME HE HAD ONE ON HIM). UNFORTUNATELY, THEY DIDNT PROVIDE A RECEIPT OF PURCHASE AND THE EQUIPMENT REQUIRED A REPEATER FOR INSTALLATION. THE *** ISNT WORKING AND HAS BEEN FAULTY SINCE INSTALLATION. CABLETEL WAS CONTACTED AND REFERRED ME TO SWANN SUPPORT. SWANN SUPPORT STATES I NEED A PROOF OF PURCHASE RECEIPT TO WARRANTY OUT THE EQUIPMENT. ******** WAS CONTACTED FOR A RECEIPT OF PURCHSE AND THEY SENT ME A PICTURE OF A SCREENSHOT FROM AMAZON.COM FINAL DETALS FOR ORDER #***-6507937-0895432 ORDER PLACED ON 5/22/23. I SENT THAT TO SWANN SUPPORT AND THEY STATED THEY NEED AN ITEMIZED RECEIPT TO INCLUDE WHAT WAS PURCHASED FROM AMAZON. ******** WAS CONTACTED AGAIN AND THEY TOLD ME THEY WOULD NOT GIVE ME A RECEIPT DUE TO THE PRODUCT BEING PURCHASED ON THEIR BUSINESS ACCOUNT. I ADVISED TO CROSS OUT ANY BANKING INFO PRIOR TO SENDING TO ME AND SHE REFUSED STATING THEY WILL CHARGE ME TO COME BACK OUT. I CALLED W/N THE 90 DAYS AFTER INSTALLATION AND WAS DIRECTED TO SWANN SUPPORT INSTEAD OF THE **** COMING OUT TO RESOLVE W/MY CALL W/N THE 90 DAY WINDOW. MY *** NEEDS TO BE WARRANTIED OUT PRIOR TO 5/22/23 AND CABLETEL REFUSES TO PRODUCE THE RECEIPT FOR THE ABOVE ORDER.********'S REP ALSO ASKED ME ABOUT A SERVICE AGREEMENT WHICH WAS NEVER OFFERED TO ME AS A CUSTOMER OR DISCUSSED TO ME. THE 1ST TIME A SERVICE AGREEMENT WAS MENTIONED WAS ON 5/2/24.

  Business response

  06/11/2024

  Swann, does not have installers. The customer would need to contract the company who did the installation for her to file a claim. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made purchase for a Swann system for $801 on March 15,2024. I decide to return the item, spoke with a customer service representative,who email me a *** return label with tracking number on April 4, 2024, I was told by the representative to place the item into the return box with *** label to return back. The items were sent on April 4, 2024 for refund, I was received on April 8,2024 at the location on the return label, which is a home address of co-worker not the business address of Swann. I made several attempts to find why the item was sent to a home and not to the business, I was told it was a glitch in their system. When asked about the refund I was told it would take 7 to 14 business days. I bee trying to reach out to Swann, I cant get in touch with anyone from Swann, I try calling phones hangs up on me or no answer or Im speaking to someone in *****. I dont know where the item is at,since it was return by *** to Swann worker home address. When I email Swann Im getting generated emails. I feel I was scammed by Swann customer service.

  Business response

  05/22/2024

  We are sorry to hear about your experience with Swann. We had inform the customer a few times about the refund process. The customer was refunded on 5/17/2024. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩