Silent Watchdog Video Surveillance

"In response to the member's comments, the camera that I installed for her DOES in fact work with Apple computer products and Century Link internet service. It works exactly as it was intended and as I had promised. I installed the software that is specifically designed by the camera manufacturer for the Apple computer products on her Mac computer and gave her instructions on how to use it. I also gave her multiple remote training sessions to explain how to operate the software. I suggested that Comcast internet service would be a better option to use in viewing the camera remotely due to the faster internet speed provided by Comcast, but Century Link would work. She was unwilling to change internet providers and seemed confused on how to do that. She was also unwilling to purchase the static IP address necessary to view the camera from a remote location. Century Link changes the IP address weekly, therefore making it impossible to access the camera from a remote location without knowing what the IP address changed to. The member signed a contract with my company generously giving her a 1 year "lease to purchase" option for the camera. The terms were very clear that after 1 year, she would own the camera and the lease/return option would expire. She called me and wanted to cancel the contract after it had already expired. I explained to her the rental payments she made were credited 100% to the purchase of the camera by the end of the 1 year lease term. Her rental payments had already paid for the camera in full. I did not agree to "buy back" the camera after the contract expired for any reason. With respect to the meeting she refers to that was set up and mutually agreed upon, the member cancelled the meeting less than 15 minutes before it was to take place. I had already driven 30 minutes to a location close to the meeting spot fully expecting her to keep the appointment she had agreed to when she abruptly cancelled. We agreed to reschedule the meeting. She was supposed to call me back at 3:00 PM that afternoon to set a time and place that would be convenient for her. She has not called me since she cancelled the meeting. I am truly sorry the member is not happy with the camera, but I don't consider that to be my fault. She even states in her comment that I have been very responsive to her requests for help. (Even though she gave me a "D" grade for responsiveness.) I have also noted additional inconsistencies in some of her statements. I am sorry, but I cannot be responsible for a person's inability to be able to learn how to operate the software after my repeated attempts to educate them. I have been able to train all of my other customers in the use of the cameras and software with complete success and absolutely no complaints. I pride myself in customer service and have a long track record and many satisfied customers to prove it. It is unfortunate that one customer feels the need to blame me for the issues that they themselves caused."