Defender Reviews
1.9
2.9
Overall Score
Don
Poor Customer Service. I ordered BNC cable extenders and received Network Cables. 3 of 4 items were wrong. I have to send the wrong items back at my expense so then they will send me what I really ordered.
Me I would have sent the cables I ordered out and let me keep the Ethernet Cables by the time I have to send them back at my expense for their screw up plus for them to return it to their stock it would not be worth it.
I am DONE with DEFENDER. A product is only as good as the service behind it. I have recalled my credit card payment to them and returning everything they sent me at my expense.
1 year ago
Frank Thompson Pickering, ON
Cameras require electronic upgrades.
Fog mist, tiny insects, very light rain droplets and snow flakes blowing in a light wind ALL trigger the cameras and constantly sends annoying notifications. The lowest sensitivity setting or any other adjustments will still trigger the cameras to record. The Tier support from Defender told me it's normal and to prevent unwanted false notifications, to simply just shut motion detection OFF. What good is a security camera if you have to shut it off during light fog, rain, snow, flying insects etc.. ?
So annoying. They wouldn't even let me return the cameras for a refund as this only covers a 45 day return policy.
The Defender PTZ PRO is not a good choice.
1 year ago
Venie Panama City, FL
When it arrived one camera was missing... I signed up for the warranty... After 2 months a camera goes out. I put in a request for support 4 times... Each time they would ask me where I purchased it and the proof of purchase then I wouldn't hear back from them... The last time they asked for the information and gave me a list of troubleshooting procedures and asked for a picture of the video displayed on the screen.. After doing all that I never heard from them again... The asked for me to give them stars when I received it I should have waited on ranking them with 5 stars.... I had bought one of their systems 20 years ago and the DVR went out after 4 months... So I should have known... But I thought I'd give them another chance... My mistake...
2 years ago
Review Source
B Str Mobile, AL
I got my Defender 4K camera's installed by a professional. Right off the bat, they didn't work correctly. I've been back and forth sending information and waiting, on an ok to return them. I wasn't getting 4K, no night vison, no sound and every 5 minutes I was having to put my password back in. Its taken 17 days, and 2 different people form their tech support email, after I asked for a refund, for them to say "you'll have to take it back to the store." They are frusterating to deal with, and both techs kept asking me the same stuff I'd given the first tech. I would certainly not recommend the product. If they had a 0 for customer service, I'd given a 0.
2 years ago
Jill M Bell New Port Richey, FL
Purchased 4K camera system for our community clubhouse. The cameras work fine. However, the person who set up the cameras moved out of our community and we have been trying for 3 weeks to get the password reset. Been on chat and phone calls with tech support. All I keep getting is an email asking for information. ALL information has been sent to them. They said they will send an address to send the dvr box back to get it reset. For some reason they will NOT provide the return address. I have asked 4 times for the address. I am fine with it costs $20 to ship to them. It is still under warranty. DO NOT PURCHASE FROM THIS COMPANY, THEY ARE NO HELP!! All I need is the password reset so I can view the cameras if necessary. Cannot believe the run around from this company.
2 years ago
mario pedroza Chino, CA
I bought the 4K1T4B4V2 model system in samsclub.com based on the description, on August 10, 2020 in the description it is announced as a 4K tv lines and 20 fps system, which is a lie, the maximum output of this DVR is 1080P and the max fps is 8fps. I contacted customer service several times to try to solve this but we did not reach any solution, they told me that the system that I bought only has 1080p output and that the 6 and 8 camera systems do have output in 4K Basically to get a real 4K system you would have to buy the 6 or 8 camera systems. The purpose of my complaint is to make this situation known, and that other people are not misled by this company.
User's recommendation: Do not buy this system, look for a real 4K security System cameras.
5 years ago
Eronid
I purchased the 2k wireless ( not at all wireless because you have to punch holes to mount these cameras) security systems with the 3 bullet IP cameras, men that is the worst experience ever. I forgot my password, reset the system a few times but still cannot get it to work. I called countless times and tried the live chat no one's available. No phone support, no chat support, I mean no support at all. Their videos are useless. I'd give less than a star if their was an option. Now the system is not working just wasted my time and money. It's already too late to return it. Please DO NOT PURCHASE FROM THEM.
6 years ago
Steve W Anchorage, AK
Consumer relations is extremely poor. Resetting a forgotten password is nearly impossible. The online directions do not work. Attempting to contact a company representative by phone is impossible. After several online attempts to contact a rep, they eventually responded. They wanted a copy of a proof of purchase along with a list of personal information. Their list is ridiculous and far exceeds any information required by either my bank or credit card company. My system has been inaccessible for 2 months now, and I am being forced to go out and buy an entirely new system. It will not be from defender-USA.
6 years ago
Patty Hollywood, FL
I responded to a promotion for $19.95 and opted for the $27.99 promotion after being advised by the customer service rep on the phone that the plan would increase to $36.99 after a year. This was completely discussed and the supervisor picked up the call also agreed to include the smoke communicator at no extra charge.
The technician came over with a box of goodies and after he reviewed all the options, I said I was not interested in any upgrades at that time, only wanted what came with the plan. I was shocked to later see a contract and forms in my email that included a price of $52.99 with my initials by this amount on various documents that I had not seen before. These documents also had my signature though I had never reviewed or signed them. This business practice is very concerning and is fraudulent and I am considering what actions need to be taken to have this brought to the attention of the appropriate authorities. It is very concerning.
My understanding after speaking with someone on the phone today, is that the $27.99 plan requires a land line. I don’t have a land line. This was never said or asked by the rep on the phone. I would not have wasted hours of my time or the technician’s time scheduling installation of a plan that would not work. It is now clear to me that the intended plan was to misrepresent and sell the more expensive product. No other reason to send a technician to a customer’s home if they are unable to accept the service. This is alarming on many levels, including having someone walking around my home, going to every room and is not trustworthy.
I am still trying to resolve the issue. I would never do business with this company again or recommend anyone to do so. It is a mistake.
7 years ago
Lyric Albuquerque, NM
SCAM!!!! READ ALL REVIEWS BEFORE DEALING WITH THEM
I was never informed about the $322+ camera set up fee. Nor was it in my paperwork but I was charged for it months ago without my knowledge and content. Recently I kept receiving e-mails explaining that some of the paperwork needed (Camera set up fee) was missing. This is fishy due to the fact that I NEVER consented FOR THIS FEE. When I called I was told that the fee was paid for but not the paperwork which is obviously due to me never consenting for this fee. I am still extremely concerned about how things like this are able to happen luckily since the paperwork was MONTHS late the cancelation document was late as well and I am still able to cancel hopefully I receive a FULL REFUND!
Lyric
7 years ago Edited September 14, 2021
Beverly Omaha, NE
The worst service I have ever had. I had to contact Defenders on behalf of a mutual customer who had tried to get a copy of his security certificate from them twice. Was left on hold for 17 minutes after the initial call after being told I was going to be transferred to the correct department who could get the certificate so we could help our mutual customer to obtain a discount on their homeowners insurance. After the transfer I was unexpectedly placed back into a queue and after choosing what I thought was the necessary prompt, reached Trina. I explained to Trina the situation - that our mutual customer had twice requested a copy of their security certificate to be sent to them or faxed directly to us as their agent, but had never received. Trina replied that if the customer would call, they would help the customer. I reiterated that the customer had asked us to inquire on his behalf and that we could provide an account number, name, address, etc. to get the necessary information to get proof that they had monitoring and again, to help our mutual client. Trina never allowed me to give the customer information, and only would say that the customer would have to call. I repeated that I'd been transferred to her by another company representative and told she could provide us the information. Again she said she needed the customer to call in the request. At that point I asked to speak to a manager and she said that the manager would not take the call. I asked for her customer service number and she refused to give it to me. I found Defenders representatives to be completely unprofessional and unhelpful and I feel sorry for anyone who uses their products or service.
7 years ago
Healing Touch Dartmouth, NS
It is agood camera but the customer support is very bad. The do not work in the week ends and even do not provide any phone number to call them. Thje Chat service is off after 4.30. I bought my Pro Wi-Fi cameras from Costco and having enough trobles. I changed the Internet Servise provider and the camaeras did not work with the new hi speed Bell fibe line. I had to change my email and create a new login. They took exactly 9 days to unbind the old account. Now I find that some cameras do not detect motions and do not send allerts, Some even do not link with te light whe a mortion detected.
2 years ago
Buyer beware
Cannot get remote viewing to work no phone support. Everything is done by email and takes hours days and weeks for a response. I would try a more popular company cannot get 4K to work and spent three weeks on the system trying to get it to work still no resolve. Camera system came with basic start up constructions only know manuals, and how do I adjust settings or descriptions of what? anything. This is a complete mess versus how they have it describe in their description as being so easy
3 years ago
Frank 20 Annapolis, MD
This company should not be selling anything, let alone security cameras. I have waited on the phone for over two hours and NOTHING!!!! If you try to go to the chat line, you get a message that it is not on line today. The sad part of this whole thing is that the actual cameras are not that bad, BUT IF YOU WANT ANY KIND OF SUPPORT, YOU ARE OUT OF LUCK.!!! THESE PEOPLE SHOULD NOT BE SELLING ON ANY FORMAT, LET ALONE AMAZON!!!!
5 years ago
Tom Vilov Pocomoke City, MD
I purpurchased a PHOENIXM22C two camera wireless security system. I had some questions and discovered that there is no way to speak to a live support specialist, all requests for support have to be submitted as inquires via email. I have submitted two inquiries and am still waiting after two. As far as I am concerned Defender Support SUCKS! For this reason I do not recommend buying any Defender security products.
6 years ago
rick
I have purchase a 8 channel camera system from Qsee and out of the box it works great I purchase a 4 channel system for a home on a island and the system has been nothing but trouble . it took almost 8 months to have someone get the mobile app to work and when I get the mobile system working I have 1 camera that is in place just for the view it is blurry and the customer service from defender sucks I dare you to try to get some one on the phone Good luck don't buy there product if they don't care about the customer only the sale . If you call there sales line they will pick up.
6 years ago
Tamara Owens Fresno, TX
This company is very shady!! They lie and mislead you on everything. The sales people are crooks and the call their managers over the phone (Which I don't know if that's really a manager) and the manager serves broken promises. I have not be able to get any matter I had resolved. Now they are tell me I am stuck in a contract with them for 3 years!! I do not recommend them to anyone. Comcast was way much better.
7 years ago
Matt Landoy
Never ever make same mistakes that we did buying this Canadian brand camere. The technical support is the worst ever you can imagine or you never going to get any at all. You are on your own if ever there is an issue which for sure there is.
1 year ago
STANLEY W TURNER
I bought the Phoenix m24c the four camera system One camera goes out after a little over 2 months call defenders tried to get something done five times I had to reopen the case just to have it closed again after a day or two camera still does not work I do not recommend buying anything from defender cameras very poor customer service
2 years ago
Edwin White Fincastle, VA
The older Defender system was better than the new one I installed. The new one sucks BIG TIME! The night vision is about 1/3 the distance of the old ones and the cameras are in the same location as the old ones yet they won't transmit as good. I will NEVER buy Defender again - Chinese junk!
5 years ago
Marc Knoxville, TN
Good luck on warranty claims. I started a support process with them 2.5 months ago, and they keep telling me they do not know what is wrong. They sent new cameras with the same problem, then tell me they cannot replicate the issues I am having. Absolutely no competent support with Defender.
6 years ago
Randall Racine Rio Rico, AZ
I have a defender wireless security system I bought 4 years ago with 8 cameras. I have two wireless cameras bad and cannot find a replacement for them. They discontinued the security system so every who ones this is out of luck. this really sucks
7 years ago
David Tate Solon, OH
PLEASE BEWARE!!! Just awful customer service, a constant runaround, low quality equipment and they get nasty when you complain!
There are endless lousy home security companies out there, but this company may be the worst!
3 years ago
Karl Baton Rouge, LA
I now have a box full of useless junk. The system hard-drive scratches loudly ALL NIGHT LONG! Grainy images. Random deletions. Absolutely zero customer service. Do yourself a favor. Just don’t.
5 years ago
Corinna
This camera sucks would never recommend! Returned it to be repaired came back worse! OUT OF RANGE! What supposed to be repaired lasted 3 hours! Now what? Will not refund or give a different product!
6 years ago
Gary s Palm Coast, FL
No support at all. It’s been a month waiting for help. They answered any of my concerns, just keep asking for more information.
2 years ago
Fadi kara Scarborough, ON
Waste of money after buying 4 of them 2 camera were diffective and support team didn't know what is the issue
1 year ago
