Down On The Bayou
May 13, 2016
Location: Gulf Coast LA
I purchased this system during the Cyber Monday sale last November. This is fourth system I have purchased through Lorex over the years, two for home and two for a business, but the first since they were acquired by FLIR.
The system functioned flawlessly until February 2016, then started rebooting itself at random times. Sometimes it would be a day or two, other times it would be every 15 minutes. I went through normal troubleshooting procedures (checked for updated firmware, reset to factory default, checked online for any others having the same issue, etc) and could not find any reason for the rebooting. It wasn't a "hard" reboot where it would lose power and restart, it seemed to be a software issue where it would let you know that it was saving data and rebooting.
I contacted support to get a replacement under warranty. The person that I spoke to the first time asked me to try a different wall outlet and if that didn't help, try a different power supply and to call back if the issue remained.
I tried a different outlet on a different circuit, still rebooting. I happened to have another Lorex power supply for the previous unit I upgraded from. It would still reboot on its own.
I called support back and at that point it was determined that the DVR was a faulty. I was told that I would receive instructions by email on how to return it. When I received the instructions they said to return the item to a specific address. No mention of the shipping cost or whether Lorex was going to send a shipping label. I called support again and the person I spoke to stated that they don't "normally" provide shipping labels. I told her that if it has already been determined that the product was defective and under warranty, why should the customer have to pay to return it for a replacement? She checked with her supervisor and I received a shipping label by email.
Also, they would not send out the new unit until they had received the defective one. I was very disappointed in this. I have maintained security camera coverage on my property for years and now, due to no fault of my own, I was left without that coverage until they received their defective product and sent me a new one. They should have given the option to put a credit card on file in case the defective unit was not returned, that way they could ship out the replacement immediately.
I have since received the replacement and it has been working without issue for over a month. I will update if any issues start happening again.
Over all, I have been satisfied with Lorex products. This one time issue will not stop me from using them in the future. Lorex does need to address their support short-comings though.
Thank you for your feedback. Our apologies if there was any inconvenience with your replacement. If you ever require a replacement in the future, please ask about a credit card deposit option.