To sum up the correspondence with securitysytems.com regarding set up with their camera pen using a mac I received unprofessional, bordering on rude emails. Rather than offering legitimate answers (tech support) they continually ask you to return the product. What I expected to receive was We usually tell our customers to do this with their macs or I am sorry we dont offer tech support for macs Instead they read the first short email I wrote and responded with an answer, and then I have to assume they considered me a problem customer and immediately start to insist that I return the product. My guess is its easier to sell to low maintenance customers and refund anyone who may appear to be difficult. They simply have several canned responses always repeating the same suggestions, i.E. You need to learn how to use your computer; we cant please you and only you; return the product for a full refund; we will give you a refund because we cant please you. Etc. Etc.
After I solved the setup questions myself and offered to rewrite their Mac instructions and provide a link to an existing YouTube link to help anyone else understand the instructions. They insisted I return the product. Rather than convince you of their style of doing business, see the complete email chain below starting from the bottom: (emails and phone numbers removed for privacy)
Hello Janice & Bill,
Thanks again for making my day! Its a shame I wont receive more emails from you and Bill. I almost look forward to what unconventional response you will write next!
Rather than taking a chance with your company denying my return based on some random packaging issue, I will take the loss and chalk it up to a lesson in business with companies like yours.
As the owners of securitysystems.com... I can only reply that I am surprised by how you have dealt with such a simple issue. I am sure you only send out this 40$ testimonial to 5% of your customers... ;) ;)
However, the wonderful thing about email and the Internet is that its very easy to spread the word about an experience with a company like yours. There must be at least a couple of curious customers that will be interested in spending a little extra time reading my emails and your responses. Of coarse everyone will see this experience from your perspective!
Have a fantastic day!
JJ SHERMAN
On Sep 23, at 4:29 PM,
Re: inquiry
Your transaction I.D.
Was included at the end of a lengthily e-mail with a P.S. You're right something we did not bother to read about your opinion of our company. Yes like ANY company on earth we have a few 4-5 unsatisfied customersThe internet allows these folks to vent their dissatisfaction with any product, service or company. We have tens of thousands of satisfied customers. So 4-5 complaints is par for the course with any company doing this volume. ADT has hundreds of complaints. Hundreds is you dig deep enough. But they have 13 million other customers. That don't post complaints
As far as the $40 for sample videos. It is an incentive for people to send in sample videos. Prospective customers want to see sample videos. And only 5% of orders are shipped with that offer.
We can NOT provide you with the kind of support you want or think you deserve we just can NOT We do not give computer lessonsPlease send back your product for a FULL refund including the original S & H.
You apparently are in that. 01 % that we cannot satisfy. If a 100% refund is not to your liking there is nothing more we can do for you. We do NOT give computer lessons. This is a child's toy. We have sold over 7,000 units and you along with a few others cannot figure it out.
YOUR R.A. # is 3184. This will be the very last communication you will get from us with the exception of the confirmation we've rec'd back your purchase and refunded you.
Janice O
SecuritySystems.com
From:
Sent: Sunday, September 23 1:44 PM
To: Janice O
Subject: Re: INQUIRY
Hello Janice,
Please read the entire email please!
I am very happy for you and Bill that you have so many happy customers. Really! Congratulations! Unfortunately that has nothing to do with me. I am not sure if you are too busy to read my emails or prefer to avoid answering anything other than you are under the impression that I need a computer class. No Worries! I am not trying to insult you or Bill. I was simply trying to get my camera pen to work. I already gave you my PayPal transaction ID in the last email. That should of been all you need to confirm my purchase as you keep requesting. That may solve your issues, but it never solved mine. Considering I am the costumer, my issue of getting this to work should take priority over yours of simply trying to get a refund and get rid of the problem customer. Just saying...
Like I said before... I wanted this camera pen to work. I have already spent a lot of time researching camera pens, writing emails to your company, and reading instructions etc. My time is valuable and I am sure your time must be valuable also! Starting over again, would of wasted my efforts. Sorry, but I paid for a product and I intend on using it unless it for some reason breaks and then I will be more than happy to return the product as described. Please dont be offended by my determination and a positive attitude, It has always been useful in the long run...
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