Vuezone

Dont purchase this product This is now the second time that their service has been down for multiple days The last time was for over a week and now, through today, its been days They do not communicate with us customs to tell us that it is their system, they do not accept calls or emails during the weekends, and they do not credit your account for the lost service
I think that their service is very poor As a result, I have contacted ADT and will soon switch service

Dont purchase this product. This is now the second time that their service has been down for multiple days. The last time was for over a week and now, through today, its been 4 days. They do not communicate with us customs to tell us that it is their system, they do not accept calls or emails during the weekends, and they do not credit your account for the lost service.

I think that their service is very poor. As a result, I have contacted ADT and will soon switch service.

Review: The VueZone hardware (wireless cameras that beam to an internet-connected base station) and service plan (internet accessible via computer and/or smartphone) package promises surveillance.On 01/03/2014, at 10:30pm (Pacific Time), however, I attempted to access the two cameras I bought via both smartphone and computer. Neither worked. A message on both the computer website, as well as the smartphone application states: "Our site is temporarily down for maintenance."Thus, the ONE PURPOSE of this product (both hardware and software), namely surveillance through wireless cameras from a smartphone or computer at any time, is NOT BEING PROVIDED by this company.It is unacceptable for this company to mislead customers, do false advertising, and not follow through with what they sell.Furthermore, one could also argue that this company has a higher standard to fulfill (for camera access), due to the uses of the cameras, as according to their advertising. For example, they advertise their cameras for use in observing your pets, children and family members for SAFETY REASONS.Desired Settlement: 1. I request a full refund.2. I request this company be held accountable by law for FALSE ADVERTISING, as well as NOT PROVIDING THE PRODUCT THEY PROMISE TO PROVIDE.3. I request this company be required to place a noticeable disclosure on their website, and all other advertising media, that this service is not available continually.4. I request this company be required to disclose the frequency (times, dates, percentages) of how often their web service is not able to be accessed.

Business

Response:

To whom it

may concern,

My name is

[redacted] with VueZone technical support. I have attempted to reach out to

this customer on several different occasions via phone and email but have been

unable to successfully contact this customer. I left a voicemail on 1/30/14

with my direct contact information. I left another message on 2/11/14 along

with a follow up via email the same day.

There are

rare occasions that cannot be predicted where the VueZone site is down either

for maintenance purposes or unforeseen backend issues beyond our control. This

customer appears to have returned the unit to the store to obtain the full

refund he is requesting.

Thank you,

L3

Technical Support - VueZone Products

[redacted]@netgear.com (formerly Avaak, Inc.)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9860805, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On 2-25-2014, at approximately 23:05, I corresponded via email with the VueZone representative. My request was for our communications to be via written medium (email). I am now awaiting a reply.

Review: The long and short of the issue is in the copy of an email that I sent to [email protected] after being run around on the phone trying to get a refund for an unauthorized charge for a subscription I have not had in months.I am writing yet again in regard to an authorized charge. I purchased a vuezone camera some time ago and have not had a current subscription for months now. I called customer support via the telephone number listed on the Vuezone site to update my email address only as the one I used to have associated with my old account is no longer valid: [redacted].com.I originally spoke with guy, then was transferred to a lady who was trying to ask me all kinds of questions about the kind of laptop I own as well as my wireless router information, neither which is pertinent to updating an email address. She then told me that someone would be calling me back from another office to update my email address. Why this was such a complicated process coupled with probing questions is beyond me and frankly the whole thing from then until now is shady. So then a man called me on Friday from San Diego, I was informed that I would be getting information sent to my new email address, this one, [redacted].com, that would contain links to update my information as soon as he hung up. I received nothing at all until today. I then realized that I had a pending debit in the amount of $5.20. I called again to speak with someone about a refund and was given the run around, transferred from person to person, the last of whom informed me that I needed to call another number to have this taken care of. Low and behold the number that was given to me sent me to the same exact place as the one listed on the Vuezone website. I called gain today (4/23) and spent over 40 minutes waiting and was transferred twice. I was informed today that I have a premier membership plan and that was why I was charged the money when in fact I do not have one at all. Told I would be refunded by "[redacted]."Desired Settlement: I want confirmation that the illegitimate subscription has been cancelled and a refund of the money I was charged is to be issued.

Business

Response:

Good

afternoon [redacted],

After

investigating the issue(s) reported in this complaint, it became clear that

when customer purchased Premier Monthly service on 1/19/2013 they were unaware

that this was a recurring charge service plan. We have contacted customer

directly and are honoring the request for refund for the three successive

monthly charges they saw on 2/19, 3/19 and 4/19.

We

have informed the customer that a refund for the charges in March and April

have already been completed through our automated payment system. Our systems are

not able to process an automated refund over 60 days so we are still in process

of providing a manual refund for the charge during the month of February. The

refund check is expected to be mailed next week.

Please

let us know if you have any additional questions or concerns.

Thank

you,

Technical Support Engineer - VueZone ProductsO ###-###-#### M

###-###-#### 6815

Flanders Drive, San Diego, CA 9212 netgear.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However two things should be noted, one, I was aware of the recurring monthly charges and I did in fact call to have my membership cancelled prior to this issue, two, I have yet to receive any check in the mail. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards, [redacted]