Customer Reviews

Lorex LH314321 Network and Internet Remote 4 Channel Pentaplex DVR with 320GB HDD and H.264 Compression

5 star:		(0)
4 star:		(1)
3 star:		(1)
2 star:		(1)
1 star:		(1)

 

 

After several attempts and calls to Lorex to network the DVR, we give up. We are returning the product.

Having read the manuals before this arrived, I had some idea of the task. I managed 4-5 calls to the tech help line (mid afternoon waits of 5 mins or less) with short questions that the manual was not clear about. Example: port forwarding of your router, by brand, did not give a range, and the manual did not say from start to 80 set end to 80, which would have ans the question. All in all, it works both locally and remotely as advertised, but only via Internet Explorer. Menus are easier to navigate with the unit's remote than with the mouse for me. Excellent recording control of parameters, with off-site handling of backing up a particular segment...I recommend it..

If I could give zero stars I would. This has to be one of the worst customer experiences that I have ever had. I would NEVER EVER buy another product from Lorex.

I ordered this DVR as part of a home security system. I had problems setting it up from the get go. I called customer support and waited over an hour before the first line technical support person helped me to trouble shoot my problem. After another hour he was unable to fix the problem. He advised me that he would have to transfer me to second level but it would take 24-48 hours. He informed me that someone would call within a three hour window. No one called back.

I then called, waited another hour before being told that there is no three hour window and that they could call anytime between 24-48 hours and if I am not available they will reschedule. Eventually the second level person, Arthur "helped" me. After an hour with him, he decided that he thought it was the DVR and that I should return it. I asked if he was sure that it was not the router and he said he could not say for sure. He did say that he could isolate the problem if I hooked up a second computer which I said I would but he said that I would have to do it on my own since he did not want to deal with hypotheticals (his words).

After insisting that I speak to another technical support person, he told me to call back and talk to Alex. After another hour I spoke to Alex who spent another two hours before successfully hooking up the system. I required a firmware upgrade.

The next day I could not access the video remotely and called back speaking to a first level technician. He told me everything was fine because he was able to see my video and watch the recording. When I told him that I could not see the recording nor did it look like it was recording, he told me that he would refer me to second tier support.

At that point after over ten hours with technical support I decided to return the DVR and three cameras that I ordered to Amazon. Amazon is great with returns.

Of note, I was told that technicians are penalized for spending more than 25 minutes with a customer for technical support which explained why Arthur did not want to continue trouble shooting with me.

Rich

Works with quick time- Very slow to come on and quality of video not so hot- Think my Svat dvr was better