Update to "Sad in Phoenix" review below: The Vice President of sales, Steve Gold, intervened regarding the issue with the noisy fan in my Lorex security system. FLIR Systems, Inc. replaced my Lorex unit. I am happy to report that the fan in the new unit is working fine. No more sleepless nights! Thank you Steve and Lorex by Flir. You took the time to care about your customers and provided outstanding service. "Happy in Phoenix."
I purchased the Lorex LHV210800 Digital Video Surveillance Recorder at Costco on 12/31/2015. The video images are crisp and the DVR records approximately 1 week of footage (the length of time depends on the resolution you choose for your images). Please note that the connectors on the back of the DVR are set very close together, so it makes installation of camera cables a bit difficult, but can be accomplished with patience. Approximately one month ago the DVR started making "dragging noises" as if going through some type of back-up cycle, and now hums constantly, almost like when you purchase a radio alarm clock that has built in sounds to help a person sleep. The DVR sounds as if it is simulating "wave or snoring" sounds. I contacted customer service and they referred me to their Technical Department. Sadly, the Technical Department informed me that my warranty was no longer valid, even though I did extend my warranty on-line. Apparently, I extended a warranty that was already expired. What a shame that my Lorex system started making these "dragging noises" right after my warranty expired. These noises keep me awake at night. The surveillance monitor and recorder is located in my bedroom, and the awful noise interrupts my sleep. If you are a light sleeper, I recommend that you do not purchase this Lorex system, or ensure you purchase a warranty that lasts longer than one year. I am disappointed with the company for not offering to fix their product. I paid almost five-hundred dollars for this product at Costco, and the constant motor sound in my bedroom and lack of sleep is not worth it. Sad in Phoenix.
I have had experience with many companies but the quality of service is terrible. Within two months, I had a camera fail. It has been a month and I still have yet to receive a replacement. I have spent hours on the phone, and at every level of escalation it takes 3-4 business days to receive a response.
Products seem to work as advertised but their customer service really sucks. I've been trying to reach them for more than a week to resolve an issue that started a month ago. Left messages for callback... all he time hearing how important my call is. Never heard a word! Too many headaches... I wouldn't buy from them again.
I am on hold with Lorex as I write this. The timer on my phone indicates 2 hours and three minutes. Wait! They just hung up on me! Unbelieveable! The chat line is almost always "offline", emails are not answered, their support page gets no response. You would think something as mundane as a business's security would have a 27/7 hotline with real people. Not with Lorex! You buy, you are on your own. The products are basically good but if you do have a problem, tough. Flir used to have a very good reputation in industry but Lorex is really giving them a bad name. I strongly recommend looking at other suppliers before approaching Lorex. I for one will never purchase another Lorex product.
Dear Jimmy H., our apologies for the long wait time. Please reply to our private message for assistance. Thank you.
No customer support what's so ever they take your money and run. I have tried calling and also left my phone # for call back and still no results. Very very very bad customer support, same your money and make sure you buy from a United States base support.
I have tried for a period of 5 days to reach the technical support extension to this company's number to reset my administrative password. I get meaningless and misleading messages that suggest that the wait times are between 8 - 30 minutes, and then i am abruptly disconnected. I plan on reporting this to the BBB. I cannot use the cloud version of the app as a result.
I sent a the receiver with a hardware failure that i bought in September 2015 and that was up under warranty that did not work in December 12 2015 now till January 11 2016 didn't get any answer by mail or phone. I have called customer service several times spoke with a customer service rep that did not solve my problem. Then the transferred the line a supervisor who never pick up the phone for 1 hour. I shipped the item with my own money and one of those representatives couldn't find the equipment. I have the tracking number from UPS which shown the person who received the equipment, Customer service is terrible and awful.
Need a replacement ASAP please
This is unacceptable my ticket number is *******
Thank you for your feedback. We apologize for the difficulty you experienced and hope the replacement is working well for you.
From the time we installed our cameras we have had nothing but problems! Cameras haven't worked in months I have spent hours upon hours calling in and trying to troubleshoot what is wrong with them. I cant understand anyone I talk to and I feel like they are just giving me the run around and not fixing my cameras. These products are crap! $600 for cameras that NEVER work! LOREX CASE #*******
Bought a Lorex system to replace my aging but perfect old system. Thought all was fine until I read an article to actually "comb" through all footage. WOW! System missed many events. Lorex got involved and after many, many, hours, replacement of cameras, system still misses events. Talked to their best tech (Vitaliy). Last thing he said this system does not have enough "horse power" and was only an entry system. Rep online says to keep talking to Vitaliy while he says there is nothing he can do. If you want to keep your family safe, especially in these dangerous times, buy another brand like I have to do now. I have no choice now but to sell discount Lorex system to buy a Supercircuits system. My old system was Supercircuits and never missed 1 event while not catching every snowflake. I have poured so much time into this product only to end up with a lemon.
I have tried cheaper video camera security systems but they have not worked out very well. I did end up buying a lorex system with a built in monitor and system and have been much happier with the video quality and night vision. I would only go with this level of security camera and not the cheap ones.
I urge all who are shopping for security cameras to avoid LOREX. Service, quality, and customer assistance are lacking. Customer service speaks a form of English that is incomprehensible. Representatives are rude and uncaring. Lorex is generally more expensive than other systems. As such, all are advised to seek other security systems.
I ordered cameras from online at lorextechonogy com, but they keep on sending wrong model without any explanation, customer service is very bad. I will suggest keep away from Lorex, really good camera system but wrong people in company that is creating big issue.
Please share escalation email address as customer service is very very bad!
We apologize for any difficulty you experienced and are happy to have resolved this for you.
A company with as much market share in todays environment where personal and business security is essential, they should re-assess if they want to continue in this business. I have been unable to get a hold of a tech for assistance in a law enforcement matter.
I think more letters to their distributers would wake them up.
JG
Dear J G., Our apologies for the wait times. Please email us at feedback@lorextechnology.com for assistance.
I purchased a 4 camera wireless system two years ago. One of the cameras was damaged (my fault). I called to purchase a replacement and was told it was no longer available. The rep to EBay and look for a camera. Or I could purchase another system.
After over a month of waiting for my order, I call to say it hasnt arrived. Two of the three items are on back order with no arrival date. They cancelled my order and it takes 20+ days for a refund. It took 6 calls to this company to even get somone that speaks english. My advice is to stay far away from the place.
Hi Ted S., We're sorry for your negative experience. I will pass this information along, so we can better our processes moving forward. Thank you for taking the time to share your experience.
If you go to Lorex website they are controlling the reviews. I wrote an honest review but they did not post it. Their service is very bad and I think this is the culture of this company. My experience is real and I know that 99.99% of the people who are complaining about bad service are real. And it can happen to you too.
I sent an email to their customer support and sales department but did not receive any reply. After a week I did a follow and still no reply. I have the correct email address because I got it from their website. I wrote an honest review in Lorex website and they did not post it because it is real. They are guilty about it.
I do not recommend Lorex because of customer / sales service. If you want to purchase then it is up to you if you want to experience what most of us experience... bad customer service!
Can not connect to internet cameras no not buy this product
They crashed my computer and phone trying to fix it. Had to buy a new phone
This needs a clash action law suit... opened ticket 3 times. They can not fix anything
Do Not buy Lorex if you want reliable security camera bc their Customer Service is a DISGRACE! I called multiple times and have been on hold for 45 min to 2hrs and nobody answers! BUT if you call the Sales Dept to purchase new products, they answer on the first ring. Once they hear you have an issue, they hang up on you (Victor was the rep I got that rudely hanged up on me mid sentence). The site and instructions says call Customer Service for issues but they don't even pick up the phones. Don't email them either because you will never get a reply back. Don't waste your money on Lorex!
They screw you when you go to pay for item. They give you fake prices to add to cart and when you go to enter your payment information the site resets, kicks you off and when you go back to continue entering your information, the deal is gone. Because that's how they plan it. Lure you in to think you are getting a deal, but they have the power of the site to crash and then you get no deal..
Lorex tech support worst one ever. I purchase Lorex 1080P HD security cameras system for 3 weeks.And one of the bullet camera will not change to day mode. It stay black/white 24hrs even when its daylight outside. When I changed to a different bullet camera and its works just ne with day/night mode. And I even test directly at the DVR with different cables and power supply. And the Tech Support said i need to reset my DVR to default. Why I already told you that the camera is bad and it will not change to day mode and the LED on camera stay on 24hrs. Only show Black/White. So hard for exchange for new camera. Case *******. I will not buy another product from Lorex or recommend to anyone.
Overview
Lorex Technology has a rating of 1.4 stars from 211 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Lorex Technology most frequently mention customer service, camera system and technical support. Lorex Technology ranks 129th among Security Cameras sites.
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