“I paid £180 for one of Eyeteks products, on receiving the device I could see it had recorded a video of someone dropping the device on a hard floor in the warehouse/ office. This has damaged video quality so its very grainy.
Also description had said no lights on product but where usb port is their is an obvious blue light.
Disappointed as for me £180 isnt cheap.”
Dear Ellis,
I appreciate your review. Regrettably, this is the first time we've been made aware of an issue with the device, delivered over two weeks ago. We had assumed all was well since we hadn't received any prior feedback. Could you kindly return the device to us, keeping the footage intact? We need to investigate the matter to determine where and how this occurred as it seems strange that there is a video on the device of it being dropped as the recorder only works while plugged in so if it was dropped it would need to be still plugged into the mains supply. On receipt of the item, we will promptly send you a replacement and cover your return postage cost. I sincerely apologise for any inconvenience caused. I will contact you by e mail to sort the return out.
Best regards
Phil Stevens
Director
Thank you so much, Dimitrios, for giving Eyetek Surveillance Ltd a fantastic 5-star rating! We genuinely appreciate your kind words and feedback. Customer satisfaction is our utmost priority, and we are thrilled to hear that you had a great experience with us. We strive to provide top-notch customer service, with immediate responses and utmost professionalism. Your satisfaction fuels our motivation to continue delivering exceptional surveillance solutions. Thank you once again for your support, and we look forward to serving you again in the future.
This customer has put 4 bad reviews one after another because we would not replace a watch camera that was out of warranty, The second review by the same person is about a different product and a different order. We did offer a replacement watch at half price but no reply.
“One the material took a long time to be put together for dispatch.
Second I had bought some some cameras earlier, but the instructions are not clear enough. I have not set them up. It is seeming like wasted resources.
Third you should have a dedicated contact to assist customers set up their equipment.”
Dear Walter
We appreciate your time in providing a company review. In response to your comments, I would like to address the following points:
1. Upon receiving your order, we promptly communicated a slight delay, explaining that it was due to the waiting period for specific components. This delay was beyond our control, attributed to severe disruptions in component imports caused by issues in the Red Sea and the Chinese New Year shutdown.
2. When purchasing from our company, we consistently include detailed instructions with the product. If any difficulties arise, we are always ready to assist. I presume the previous order you mentioned pertains to the one from January.
3. Our company offers support through telephone and email during business hours, with an additional option for online live chat. On the 26th of February, you sought assistance and spoke with Jordan. During the conversation, you mentioned attempting the setup again and expressed intentions to call back if needed, at which point Jordan would guide you through the process if necessary.
We pride ourselves on offering second to none customer service and we are available to help with any of your past or present purchases.
Kind Regards
Phil Stevens
Director.
Dear Lloyd,
Thank you so much for your 5-star review of Eyetek Surveillance ltd! We truly appreciate your feedback and are thrilled to hear that you find our products great and easy to set up. The fact that they are totally camouflaged and people have no idea is just fantastic! We're delighted that you're satisfied with your purchase.
Once again, thank you for your kind words. We look forward to serving you again in the future!
Best regards,
Eyetek Surveillance ltd
Hi Gareth
I have just seen your product review and I firstly apologise for you not receiving the 64GB card, this was an error on our side, regarding the e mail I can not locate any e mails from you, we never disregard customer e mails. We would not offer a refund until the item is received back, but I can not find any request for a returns form on our system, I have sent you one with this e mail but I’m sure if you can call our support team, we would be able to resolve any problems. The product review is designed for you to give your view on the product i.e. if you like it, does it work etc. If you do decide to return the item just complete the attached returns form and send it with the returned goods and as long as the goods are in the same condition as you received them we will issue you a full refund.
You should have received the camera on Tuesday the 5th of December and is you had notified us that day we would have sent an SD card out straight away. If you choose not to return the camera, we can send a card out on Monday. Regarding the company review you state “Cannot get on Chrome and therefore not on my phone have sent mail for refund but no response?? ” When you say Chrome are you referring to google chrome, as I’m not sure what you wish to get on Chrome. To play back the recordings off of this device you can play them back through the App without Audio but the usual way to play back is to remove the SD card from the camera and play it back through a computer or Laptop.
The product review is designed for you to give your view on the product i.e. if you like it, does it work etc.
The company review is to give your view of the company and how they deal with your order and any problems, complaints etc, I do not think you have given us the opportunity to resolve any problems yet.
Phil Stevens
Director
“Bought a through wall listener but only when you have bought it does the information you that it’s not really suitable for cavity walls which is absolutely correct as only could hear white noise and could hear more just stood next to the wall.
Also not the same device received as advertised so the brief instructions sent wasn’t correct.
I will be seeking a refund for the £174 paid for this useless device.”
Dear Yvonne,
We appreciate your feedback and would like to address your concerns. We are sorry to hear that you are dissatisfied with your purchase, and we understand your frustration, but I do feel you are being a little harsh on both the product and our company with the 1-star reviews for each. If you are not entirely satisfied with your purchase, please don't hesitate to contact us. We are committed to providing assistance and, if necessary, offering a full refund. We will also send you a returns form via email to streamline the process. Our goal is to ensure your satisfaction, and we would have appreciated the opportunity to address your concerns before receiving a negative review.
The unit you received is an updated model, which may differ in colour from the one advertised, now being black instead of silver. The instructions provided still apply to this new version, and we will promptly update the web image to reflect the colour change.
It's important to note that the instructions specify that the product may not work as effectively on hollow walls. If you can hear sounds while standing next to the wall, the microphone is designed to pick up these sounds and amplify them. Additionally, there are alternative methods for using the device through cavity walls, which may enhance its performance in certain situations.
We value your feedback and are here to assist you in any way we can and we'll do our best to ensure your satisfaction with your purchase.
Best regards
Phil Stevens
Director
“Eyetek provided a A4 written supplement to help compensate for the very poor manual supplied with the device. But it falls short of being a real and complete device manual.”
Hi Brendon
Thank you for your feedback, the App used on this device is a generic App and is used on a few other devices and offers functions that are not on the router camera which can sometimes cause confusion. We do try and cover the functions for the router in our instruction sheets and we will have a look at them to see if there is any parts need changing or adding. If any customers are having problems we offer telephone or e mail support to resolve any problems a customer is having and pride our selves on our customer service.
Phil Stevens
Director.
“I was a little disappointed that I requested discrete packaging and, Eyeteks address was printed on the back 9f the envelope. If I could Google it the chances are others may have d9ne so also.”
Dear Avril,
I sincerely apologise for the recent mishap. It was an oversight on our part, and it should not have occurred. Typically, when we utilise Royal Mail services, we either omit the return address stamp or employ an address that does not trace back to us. Rest assured, I will take all necessary measures to prevent such an incident from happening in any future orders. Please accept my apologies for any inconvenience this may have caused you.
Sincerely,
Phil Stevens
Director
