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
“When I order the Item I email Eyetek and let them know I don t want the item to come at my adress, they reply me and said is gonna provide me with a tracking number so I can change my delivery options, waited for 1 day and the second day I send another email to ask them If they send my pack 5 min after I receive an email that my parcel has been received at my adress. That’s not professional!!! They will not gonna provide you with a tracking number in order to change the delivery adress even if they say will do”
Hi I am sorry this delivery did not work out as you expected, the item was shipped by DHL next day delivery and they should text you a delivery slot on the day of delivery with an option to change the time and or address.
Unfortunetely this is not something we have control over once we have handed the parcel to DHL.
We try to offer our customers a fast discrete service but we do have to rely on the couriers to do their job correctly.
Please accept our apologies over any inconveniance caused.
Phil
Director
Eyetek Surveillance.
“Customer service was excellent, DHL failed to deliver, they chased it up immediately and got a response from DHL. That was impressive, ususually it is lost for ever followed by a forty day investigation( that’s the UPS way). The product is excellent. Easy to setup and use. Image quality is excellent..”
“The product I purchased is very good and does what it says in the description.
The instructions were not written by a native English speaker and therefore, somewhat cryptic.
The recordings are great when the device is close to the source but if the device is a few meters away, the sound quality drops off significantly.
In summary I’d say it’s good value.”
“Easy ordering and prompt delivery. Unfortunately the product I ordered has turned out defective. I have sent a message regarding this and will be hoping to get some redress just as promptly.”
