CCTV New York, Inc

"The member contracted with us in June 2011 to install a surveillance system in his house. Apparently satisfied, he contracted with us again in June 2012 to install systems in his two clinics. In August 2012 he contacted me to say that the DVR at his house seemed to have stopped recording at random intervals, and we spoke about possible causes and things to troubleshoot, such as making sure the power adapter was plugged in securely, and that there were no issues with the AC power in the house fluctuating or dropping out completely. It was my opinion that these were the likely causes, if indeed there were intervals where recording had stopped, which I could not confirm because he had changed internet providers and so the DVR was no longer online for remote access. I told him that we would send someone if necessary to troubleshoot this issue, but to please keep an eye on this and let me know if it continues and under what circumstances. Even though our one-year warranty on the installation in his home had expired, the DVR comes with a three-year warranty, and typically we will assist customers in obtaining warranty service on equipment even after one year, as a courtesy, without charge. We also offer online and telephone support beyond what we promise, actually pretty much indefinitely – personally I don't feel put out by helping a customer many years after installation. These are among the reasons that we have always been rated so highly in customer surveys. In March 2013, he expressed to me that the issue persisted, and so I sent a technician to his house to diagnose the problem firsthand. The technician could not determine if there was a problem with the house AC power or the DVR itself, and he was instructed to bring the DVR with him so we could send it to the factory for testing. After weeks of continuous bench testing at the factory, I was informed that they could not find a problem, either with the DVR or with it's power adapter, so they were returning it. When we finally did receive it from the factory, I had it returned to him immediately. During this service visit, he displayed impatience with and insulting behavior toward the technician, and did not give him time to complete the reconfiguration of the network – he did not know the login information to his new router, and was not willing to let the technician contact the provider in order to obtain the login and finish this additional setup task (which we were under no obligation to provide at any rate). Consequently, I cannot log into the DVR to diagnose any ongoing issues. Having already sent a technician twice and provided shipping for manufacturer's warranty service (again, not our responsibility, but provided without charge), I feel that his aggressive and insulting behavior, both with our technician, and with me personally, does not merit further courtesy service which we would typically extend beyond the terms of our obligations."