Complaints

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this business in the past due to a failing white LED on one of my cameras. They stated it was still under warranty, and I also have a subscription service through them that extends the warranty. I explained the issue to them and advised I switched cables, cameras, and power supplies, and isolated the issue to the camera itself. They then sent me an email requesting an absurd amount of images, including the camera location, DVR location, a picture of the connections going into the **** pictures outdoors, etc. There were probably ************** total and its extremely cumbersome to require this even after it being isolated to the camera. I bought this camera system for the great reviews it had and the warranty it offered. If I would have known that the warranty claim process would have been this difficult I would have never chose this company. I feel this should have been outlined or mentioned on the packaging or website. I will never buy a Swann product again and am considering arbitration/legal action.

  Business response

  03/13/2024

  We are sorry to hear about your experience. A Swann ******** service agent will be sending an email to move forward on replacing your cameras. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ID is #******* > I bought a stand alone 8 Channel 4K Ultra HD DVR Security Recorder (Cameras Sold Separately) - SRDVR-85680W | Quantity: 1 | for a small negligent amount of $259.99 USD on 1/4/2024 >the package arrived damaged and empty and was misdelivered to the incorrect address (to another building up the street and not to my address) due to hazardous winter snowy temps >I sent Swann photos of the damaged and empty package and Swann acknowledged that they filed a claim with the shipper however the claim was not done correctly as it was supposed to be done as a damage claim rather than a missing shipment claim >Despite not receiving any items and not having my money and Swann having all the evidence to support my claim the support rep *** kept closing out my tickets when I was trying to address this issue > I was told I'd be contacted by a manager but that never happened and Swann still continues to hold my funds and has not offered another item > I supplied damaged photos, alongside a police report as supporting evidence and to confirm all this >If you look at the shipping label it is damaged pretty severely, the shipping label is illegible and can not be read So now I have no funds, items, just an empty damaged package that was brought over by neighbors in a different building.I would like a prompt refund to the sales order.

  Business response

  03/14/2024

  We are sorry to hear about your experience. We were inform by the accounting department that the charge was  dispute by the customer with the bank. Therefore the refund has been issue to the customer. 

  Customer response

  03/26/2024

   
  Complaint: 21333936
  
  I am rejecting this response because: You haven't sent the refund yet, send the refund so that I can get rid of the chargeback. I checked my emails and you never sent a refund. Send the refund and send me an email confirmation with it showing me that you refunded as otherwise you haven't refunded. Once you refund the chargeback will remove itself. Send me the refund and send me an email confirmation.
  
  Sincerely,
  
  *******************

  Business response

  04/23/2024

  We inform the customer that the accounting department inform us know that the customer file a dispute charge with his bank. Once that is summited by the customer the company ********************** is not able to issue a refund. 

  Customer response

  05/02/2024

   
  Complaint: 21333936
  
  I am rejecting this response because: I will have  my  bank get the funds through the chargeback and if not then I  will reach  out  to you for a manual solution. 
  
  Sincerely,
  
  Amm

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this security system Sep 2023 received it October 1 2023 the first camera started flickering like a strobe light then led burnt out the 2nd camera night vision was dark couldn't see room 3rd camera looked as it had moisture in it but delt with it 4th camera had cracking noise sound was not clear enough to hear . I contacted Swann after New Years about 3 days after got a old holiday message then clicked for customer support no luck kept hanging up telling me to try back later. I contacted Amazon support they filed a complaint against the manufacturer according to the customer service representative. I then spoke to the seller who is licensed for the America they wanted to know what Swann had to say to get back to him when i heard something. I got ahold of customer support ********************** finally spent 45 minutes then addition 45 minutes or so sent them videos photos serial numbers it was later deemed as faulty . I then was contacted from someone from warranty ****** I sent them a photo again of the camera showing the model number serial number and a photo of proof of purchase receipt on Amazon. ************************* said in message (Please cut one of the cable cords coming directly out utly camera and provide and image of your cameras serial number that also shows the cut. And we will send a replacement camera. Send photo of all 4 cameras side by side with the cords cut) But she Originally said please cut one. Then she stated We also offer advanced shipment warranty and requires a credit card i have a 12 month manufacturer warranty i told her. Then she tells me to choose the warranty that best fits your needs. Am very frustrated with this all am asking is a replacement and it was already deemed faulty. I also was question if i modified the cameras i said no the rep didn't care if a complaint was filed by Amazon so far i feel shafted treated like c*** and yet all i am asking is a replacement. the case number ******* the other case number ******* ****************

  Business response

  02/14/2024

  We are sorry to hear you had a bad experience with the customer service agent for your warranty replacement cameras. Your replacement cameras have been processes. 

  Customer response

  02/23/2024

   
  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

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Sept 30th 2023, I bought a used Swann DVR4- 4580V from amazon.Everything works fine, 1st issue was that there were camera cords and a camera adapter missing. Of which I contacted swann and they sent me out the replacement accessories.The main issue is that this swann security system settings is locked to someone who had this security system before I bought it.I contacted swann and they will not help me factory reset the whole security system at all.It's wrong unfair and unjust that us customers buy something from a major platform like amazon and the manafacture swann will not even help the customer at all, I bought this ********************** security security system and I should be able to get the past owner off of the account and me the new owner should have access to a new account on this used system in my name, And I should be able to use all of this swann security features because I bought it. Rather new or used

  Business response

  02/13/2024

  Hello *******. We are sorry to hear about your most recent experience with your Swann product. Please know we have a team ready to assist you with your issue. Thanks for providing your contact information. You have now been scheduled for a call back from one of our specialized support agent who will assist you with getting a replacement under warranty.  Please expect a call back from them soon.

  
  Thank you,
  LV-Swann Customer Support

  Customer response

  02/23/2024

   
  Complaint: 21201092
  
  I am rejecting this response because:

  I was told by Swann that I will receive a replacement unit, Swann sent out the replacement unit to another address to make sure that I don't receive it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 23rd 2023 I purchased an enforce 8 camera system directly from swann to replace my night owl 8 cam system mainly for the color and clarity aswell as the supposed ***** ************ It took almost 2 weeks for swann to get them delivered to me.Cost me ****** to have my night owls pulled down and the swanns installed.Immediately after install the problems started. Not one of my ***** devices will show the cameras, just says "an error has occured" (please note I have gigspeed internet)Contacted swann with absolutely no response via email, can never get anyone on the phone Fast forward less then a month and a half later Half the cameras spotlights do not work, even when manually turning them on, some of them don't even show the blue light anymore just flashes the red light. And infrared has died on one aswell. Thinking it's the bnc cables that came with them I paid to have them replaced. Still having the issues. Just out of curiosity installed one of the nightowls I still have, spotlights on them work great so it's not the wiring.Again silence from swann on my emailed support requests, when I call I sit on hold for a long time and never get connected.I even have thier premium swann subscription for extended warranty and priority support, and NOTHING.So I'm out 349 for the camera system Currently 400 for install and reinstall And going to be out another 200 when I have them all pulled down and my night owls put back up(I'd still have to pay to have them pulled and new replacements put up)And it costs that much do to pitch and size of my roof So 749 now and 949 when it's all said and done and yet still NOTHING from swann.I was going to buy a floodlight camera and doorbell camera from them but with all these issues and absolutely no support I'm not now.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a WiFi security camera from Menards in Minnesota. The camera was on clearance and I was told I would not be able to return it. upon attempting to set it up I got a message saying the camera was already registered to another account. I have called and emailed Swann several times. My ticket number is *******. It has been 5 days and they keep saying I need the receipt to unpair the camera. I feel this is a security risk because someone may be logged into it and may be watching me. I cannot return the camera and Swann refusing to help me with the issue that is clearly their fault. How could this even happen...and am I being spied on? Please help me get them to unpair my camera or I am out $120.

  Business response

  10/18/2022

  Business Response /* (1000, 8, 2022/10/11) */ Hello *****, Thank you for reaching out to us and sharing your experience with our Swann System and Support Team. Per our conversation, we have now moved forward with a replacement of your camera as a courtesy. This device will not have a warranty moving forward since you are not able to provide a copy of your receipt. The replacement device you receive will be brand new. If you have any other questions on the status of your replacement order or need technical support, please contact us directly. Please let us know how we may further assist you, Thank you. JV Swann Customer Support Consumer Response /* (2000, 10, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They promptly sent me a new camera. Very good response anf resolution.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the security system in March 2021. I have nothing but problems. Initially they worked, then suddenly the spot light no longer turned on with any of the cameras. I can't control any of the cameras through the app. I ran through all of their instructions to determine would could be wrong, finally they asked me to send pictures. I sent them a total of 40 pictures and videos for all of my cameras within the warranty period. It has been 2 weeks and 3 emails and I have not even received an acknowledgement. I went away and could not really rely on the my cameras at all. without the spotlight, you can barely make out an image at night. What is the point of having the cameras if you can't make out the image? They have sent me various updates, beta versions of their app, etc. It seems like every time something goes wrong, they are trying some new updates on their end, that never work. The product should not be put on the market until all of the kinks have been worked out. What they market is totally false advertising. We spent a lot of time installing all the wiring and setting everything up for it not to work properly and the complete lack of customer service is a total disgrace. I should have read all of the negative reviews on the BBB before I made my purchase. I bought this from Costco. They usually have pretty good products, but they really messed up on this one. It is now too late to even return it to Costco at this point and I have no choice but to deal directly with this pitiful company. At this point I would like a replacement for cameras that actually do what they are supposed to or give me a refund. Please save yourself some time and do not buy from them!

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/04) */ Hello *****, After reviewing your receipt, 02/25/2021 Costco ***** has determined the warranty for your ***** product has expired. As stated in our warranty policy, we offer a one year of warranty from the purchase date. Please visit our website to view our warranty policy. For your convenience, we offer an out-of-warranty option. The cost for the diagnosis is a $50.00 non-refundable fee that can be applied towards a new purchase. If you are interested in this option, please reply to this email for further details. On the registration you sent in via email shows you registered Feb 7, 2022 one year after you purchased the product. It has to be registered within the first six month's of purchasing date the product not one year later Regards, ***** Customer Support Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I registered this product on 2/7/22 which was within one year of purchase, I received a ***** 18 month Warranty Registration confirmation from the date of purchase of 2/25/21. If I was not able to extend the registration then I should not have received an email confirmation to do so. I also started my complaint in December, 2021. When I spoke to your tech person last week, they agreed that the cameras are faulty and they were able to see the original complaint was well within my original warranty period. My warranty claim should be accepted and my claim satisfied based on this. Business Response /* (4000, 9, 2022/10/18) */ Hello *****, Based on the information provided and on your case, we will have to deny your request for a warranty claim. Our policy is publicly published on our website. If your product meets the conditions for Extended Warranty, including that you commence your membership within 6 months of the date of purchasing the device (wireless, powered Wi-Fi Camera or wired system) or devices you are subscribing for. If the device is not subscribed to a Secure+ Member Plans within 6 months of purchase, Extended Warranty will not apply and only the standard 12 month warranty (from the date of purchase) applies. ***** offers a 12 month's manufacturer's warranty on all devices and complies with all statutory and legal requirements in relation to warranty in your region. ***** extends its warranty to 36 months with an active membership / subscription. The period of 36 months for Extended Warranty begins from the purchase date, NOT the date of membership / subscription commencement. The extended warranty period is only valid while you are a member. If you discontinue your subscription, you can no longer claim an extended warranty. As outlined on *****.com, extended warranties are handled as part of *****'s standard warranty claim process. You need to retain a copy of your proof of purchase to make a warranty claim. See all return and warranty policy information below. https://us.swann.com/product-returns/ Thank you. ***** Communications.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchase a swan security camera from Best buy 09/09/2019 I have purchased Swann NVR 490 two years ago. Few months after having the product. I been dealing with mutable problems with the Security system. I purchased the system on 09/09/2019. Six months later I been having issues with the box and cameras not working correctly. I have called over 10 plus times about the problems I been having. Cameras going out, not recording blue light is not on. 1 Cameras not working correctly. They would stop recording, Blank on the TV not able to see anything. Would take 2 to 10 minutes for the camera, cameras come back on. This still happens as of today August 10th, 2022. Tech support had me go to the cameras unplug them from the outlet, wait for 15 seconds plug it back in. Or push the button next to the cameras. It would work as time went by same issue will happen again. I had 3 tech supports in the last year half and current that the system is defected. I am missing a CD Disc that needs to be put in the system I have said there was no cd or Disc that came with the system. Not able to look at the recordings. picture goes blank on the TV, not able to refresh the format, comes up saying fail. I have explained that there two different IP addresses. the different areas. As well different channels on different sites. On my last few calls, I was told to buy a new power cord. Witch I did. Called Swan explained nothing is working. I have called swan for the last 2 years to solve this issue. There has been a time I was not able to keep up with getting the system fixed or replaced. Feb 2021, I was in the hospital with a hart condition. A stent was put in. June 2021, I went in for surgery on my left shoulder. My wife was in the hospital for 53 days. I have called again 08/17/2022. I called 4 times in the last week half. I was told to call XXX-XXX-XXXX speak with customer service. I called the number is disconnecting. All I want is 100% refund or a new system.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/14) */ Hello****, Thank you for reaching out to us and sharing your experience with our Swann System and Support Teams. Based on the information provided, we have located your cases within our system and see that you have taken the time to speak with members of our support team on multiple occasions. Please know that Swann offers a 1 year manufacture warranty on all products or 3 years with a Secure+ Membership provided your receipt. Outside of this time frame, we are not able to offer you a refund or replacement free of charge. All items must be returned back into the original point of purchase within policy dates and your item will not be accepted in return with BestBuy. Your request for a refund or replacement on this order will not be fulfilled as you did not process your request within refund policy dates or warranty policy dates. We have reached out to you over the phone and missed you. We left you a voice mail on the phone number in which you can reach us and the hours we are available. Please find more information on our warranty at the link below. https://us.swann.com/product-returns/#warranty Please let us know how we may further assist you, Thank you. ** Swann Customer Support Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called back to speak with **** and he has not return my call. I left my cell number of ************ The main issue is that I had problems around six months after I had the system hooked up. I have called many times for help to fix the issue. it would work for a few months and started acting up. not recording, cameras going out all the time. When talking to the tech support the Ip address had to be changed 3 different times. I was told by five different tech support people at different times. That I have a deflective system. They will try to fix it. Then I was asked if there was a disc that came with the system. I said no. Then the disc could be in the box, or I need to get one. I ask if a disc was post out be with the system shouldn't that be supplied by your company? He did not answer the question. From the statements the tech support people I have spoke with for the last 3 years. thought that the system I have needs to be replaced after so many attempts trying to fix the issues. Per the staff they record all phone calls. if that is the case. why haven't they gone back from day one and listen to the calls. I have explained I been laid up most of the time from last year and had my wife in the hospital. for 53 days. I was in the hospital for my heart. Last year I has a stent put in my LAD Feb 2021. Surgery on my left shoulder 06/21. I was in a car accident 11/2021. Open heart surgery 02/08/2022. My wife was in the hospital June 2022 to Augst 2022 for 53 days. I almost lost her three times. with the run around and calls I have made to tech support they should be replacing the deflective product. Or prove to me and the BBB. I am wrong on everything. Business Response /* (4000, 9, 2022/10/04) */ Hello, Your request for a refund or replacement has now been denied as you are no longer covered under our manufactures warranty. Please see the link and information below. https://us.swann.com/product-returns/#warranty Swann Communications Warranty Period on new products is 12 months from the date of purchase. The following terms and conditions apply when purchased on ********** All Swann warranties are limited to the original purchaser. Warranty registration is not required, but purchasers should retain their order reference/ receipt as proof of purchase. Any party returning a faulty unit must pay all applicable freight (and insurance if applicable) to return the unit to Swann. Swann will pay all freight charges to return the repaired unit to the returning party. Swann will at their discretion, repair, replace or credit the faulty unit. Any unit returned as faulty, but tested and found OK will incur a handling charge of £25. Any product that fails within 14 days of end user purchase is considered DOA, and will be replaced with a new unit. Swann fully supports all products for the entire warranty period, but cannot support third party software, as Swann has no control over its use or design. Returns will be rejected unless they are clearly marked with a Return Authorisation Number supplied by our Technical Support Team. Swann reserves the right to replace any faulty unit that is no longer in production with a current model of similar or equivalent type. Evidence of any of the following conditions will void any warranty claim: Lightning strike or power surge (Swann recommends fitting a power surge protection device); Physical damage; Removal of any tamper seal; Unauthorised end user or third party modifications to any component; Evidence of misuse or abuse of the device. Swann aims to process claims within 10 working days from order reference/ receipt of the unit, but cannot be held responsible for any reasonable delays due to unforeseen circumstances. Goods capable of storing user-generated data may experience a loss of data during the repair process. It is the responsibility of the customer to ensure that all personal data is deleted before returning the item or items to Swann. The Warranty does not include any costs associated with the installation or uninstallation of your Swann products, whether or not you have a successful warranty claim against Swann. Exceptions The Warranty does not apply if: You bought the product from an unauthorised retailer/ stockist or second hand. This includes, but is not limited to, eBay purchases. We do not support 'Open Box' / 'A Grade' / 'Refurbished' products. You received the product, but found it cheaper somewhere else at a later date. You misused a product in any way that caused the problem. You knew of or were made aware of the faults before you bought the product. You asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted. You do not have proof of purchase, such as receipt, credit card or bank statement. You received the product(s) as a gift. The warranty is non transferrable and requires written consent from the original purchaser. Important Refurbished goods of the same type rather than being repaired may replace goods returned for repair. Refunds are issued using your original payment method. Re-imbursement of shipping is only applicable on qualified products returned to Swann Communications within 3 months of Returns Authorisation. Swann Communications reserves the right to assess the condition and age of returned goods before providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused. Please let us know how we may further assist you, Thank you. ** Swann Customer Support

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought swann 4 camera system from********* in*************** on 5/16/22 and spent ********. When the box was open the cameras were "owl" brand cameras, one camera was missing out of the white plastic piece, the hard drive was a black metal box with stones inside of it. I tried to return it to ******** and showed them what I recieved,********* would not return the product or exchange for a new camera even though i had walked into the physical store to buy the product so it was like i had ordered it online. After talking to managers and supervisor I was advised I had to contact the manufacturer which was swann. Every time I call swann *** number no one answers it would ring for Hal hr to 45 minutes. I emailed swann and got a response two weeks later saying they were not responsible and to contact*********. At this point all of the time I've wasted going back and forth between*********, swann, and my credit card company i should be compensated for the interest on my credit card for all the back and forth between the companies. I would like the ******** refunded that was spent on the camera systems.

  Business response

  09/12/2022

  Business Response /* (1000, 8, 2022/08/17) */ Hello ****, Thank you for reaching out to us and sharing your feedback. Based on the information provided, we have located your case within our system. Please know that we are not able to process a warranty or replacement without the original unit. If you have any suspicion that the item was opened or once returned, you will need to take that item back to the original point of purchase. All of our items are sold with a security seal to ensure that that item has not been previously opened. At this time we would recommend reaching out to ******** for further assistance as we are not able to process a manufactures warranty on the rocks received with your order from*********. As the manufacture we have the responsibility of processing replacements under warranty but can not issue a refund or replacement. Your feedback is important to us. Please let us know how we may further assist you, Thank you. ** Swann Customer Support Consumer Response /* (3000, 10, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried to take the original unit back to 3 different ********* in the area with my receipt and all 3 denied taking the unit back and giving a refund. All three stores said it's company policy that it would be the manufacturer issue. I've talked to every manager possible within the stores and they all told me I have to contact the manufacturer because the unit was "sealed" when I bought it.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase a solar wifi camera which does not work and cannot get any technical help from company. They have no customer relations at all and will not supply me with an RMA to return this defective merchandise for a refund Order details Order total: ******* USD Date placed: July 2, 2022 Payment method: Credit Card Products shipped Wire-Free 1080p Security Camera - SWIFI-CAMB Wire-Free 1080p Security Camera - SWIFI-CAMB R-SWIFI-CAMB-GL Qty: 1 Outdoor Solar Panel with Outdoor Mount Stand for Wire-Free Security Cameras - SWIFI-SOLAR Outdoor Solar Panel with Outdoor Mount Stand for Wire-Free Security Cameras - SWIFI-SOLAR R-SWIFI-SOLAR-GL Qty: 1 Tracking information Track my order: ****************** (Free Shipping)

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/08/02) */ Contact Name and Title: *************** Contact Phone: *********** Contact Email:******************* Hello ********** Thank you for reaching out to us and providing your feedback on information on your experience with our Swann System and Support Team. Based on the information provided we were able to locate your case within our system and see that you have spoken with our support team and been provided with a return label and RMA. Your item will be accepted in return to our warehouse tomorrow, 8/3/2022. Once your item is received it can take 7-14 business days for your refund to be received back onto the original payment method. ********************************************************************************************************** Please see your return tracking information above. If you need further assistance, please call in and speak with an agent at**************** We are reachable Monday through Friday 8:30 AM - 5 PM PST. Your case number is *******. We have also reached out to you on the phone number provided and left a message in case you require any further assistance. Your feedback is important to us. Please let us know how we may further assist you, Thank you. **** Swann Customer Support Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Item was sent back 07/27/2022 received 08/03/2022 by *****. Still waiting for refund Consumer Response /* (2000, 18, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally receive my refund after weeks and weeks of waiting.

*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. ↩