"Set up this set of cameras at our NC property & we are really enjoying seeing the change in weather & all of the wildlife that surrounds the property. "

"Great picture, customer service and easy install "

"In the fist year I had two cameras with problems and the DVR died. They screwed up on sending one of the cameras back. After the one year warranty, another camera got water inside after it rained, even though this is an outdoor rated camera. "

"UPDATE of Initial Review:
I am updating my review based on the following: I received a phone call from Jenny at Lorex regarding my experience. Unfortunately, I was not available and the call went to my voice mail. She then followed up the missed call with an email, proving that Lorex was concerned about my experience. We discussed the Customer Service problems and she assured me that Lorex was working towards a resolution, and as a courtesy and apology for the problems I experienced she was sending two HD cameras to complete my eight-camera system. The cameras have been received, and my new HD system is working perfectly. I was not asked to update this review…..I decided that it was the right thing to do, as I am now a satisfied customer.

Original Review:
The following are unbiased facts that apply to two separate orders for Lorex products (did I mention that I was an idiot for even placing one order)…….a DVR, and a complete HD system.

THE GOOD: The Lorex HD system is very clear, and will outperform any analog system….if you receive functioning equipment. The setup for both Apple and Windows-based remote viewing could not be easier. Tech Support is excellent and located in the states, with knowledgeable English-speaking technicians.

THE BAD: Online ticketing system (for problems, return authorizations, etc) is non-functioning and a waste of time…..Lorex simply does not respond. Once you reach a real person within the Lorex hierarchy, they have no authority to resolve a problem…..it must always be referred to someone else. For example, if Tech Support determines a part is bad, they cannot complete the action for a replacement or refund….it must always be referred to someone else. Likewise, Customer Support issues must always be referred to someone else in their chain, which creates endless wait times on the phone, dropped calls, etc.

THE UGLY (this should be entitled The Really Ugly): There are not enough negative words in the English vocabulary to describe Lorex Customer Service…..it clearly sets the standard for being the worst you will ever experience. First, contacting someone is only the beginning…..long, long waits on hold with irritating (loud) music. If you leave a call back number, you may receive a call….within hours, within days, or maybe not at all. Unless you are sitting waiting for the call, you most likely will not be near the equipment, or paperwork, that you need to reference for your call. You will be connected to a Call Center in the Philippines where you may, or may not, talk with someone who can communicate in English. They will listen, promise to follow-up your problem, or elevate it to a Manager…..and nothing ever happens. If they are pressed, you will be told they are not authorized at their level to complete your request, and it must be elevated to someone of higher authority. At first I thought it was just incompetence, but then I realized the whole system is probably cleverly designed to frustrate a customer to the point that they will just give up and go away.

The following is my experience trying to get a refund for a DVR that was DOA: Received DVR on 11/24/15….would not power on. Contacted Tech Support same day and was advised to complete online ticket to request RMA…..no response for 14 days. Called Customer Service and requested return instructions. DVR shipped via Fedex ($22)….received by Lorex on12/15/15. After waiting a month for refund to be posted, called Customer Service and was promised that someone at a higher level would contact me within five days…..didn’t happen. Another week passes, and I call Customer Service again…..promised that it would be elevated, and reopened the online ticket that someone at Lorex had closed. Another couple of days pass with no response from Lorex. Frustrated, I contact Lorex sales via their online chat and advised the representative of the problem I was having. I was told that they only handle sales, and that I should contact Customer Service. I requested contact information for my lawyer to contact their legal office….conversation immediately changed to the positive and the representative promised that someone from Lorex would contact me within the next 48 hrs…..didn’t happen. At this point, I’ve had it, and file a Merchant Dispute with my credit card. Amazingly, five days later my refund was credited to my account……two frustrating months after receiving a defective DVR that I had to pay to ship back to Lorex.

I have complete documentation to support all of my statements. You have been warned…..proceed at your own peril!"

"Over the course of one year, I purchased two separate DVR/Camera systems and had BOTH DVRs fail within the first six months.

In addition to the failed DVR issues, one of my cameras has also failed to work and has been sent back at Lorex's request for a replacement.

The camera was sent in at the beginning of November and I was promised a replacement within 5 business days. It is now January 25 and not only have a not gotten a replacement camera, but no one I've spoken to at technical support has any idea what's happening with this ticket number. They literally said "I have no idea what's happening with this ticket."

Look, I know these products are cheap, but not so cheap they should only work for a few months before ceasing to work completely.

Do not waste your money with this company's products. They WILL fail and it will be impossible to use the warranty to replace them due to non-existent tech support. "

"Update: the customer service rep, Jenny, is excellent and proccessed the rma and got the replacement unit to me in 5 days. I still beleive the tech support group needs to learn when to go off script and not to state fairly wild claims. The tech support knowledge of the product is very good just not basic electronics.

Called lorex over an issue of a dvr rebooting every hour or so after the unit worked fine for 3 months.I was asked to reformat the hard drive and then to open the unit and check cables.On the 3rd call to support I was asked hiw the unit got power and I said a ups connected to a surge supressor. The asked me to plug the unit straight into the wall as the tech had seen numerous problems with power strips causing failure. I explained that there was no way for me to do this and I also failed to see how a surge supressor could cause a failure in which a 60 watt device would cleanly shut itself down and then restart. He explained sometime the device draws more power and this could cause this.Again I explained I could not plug the device straight into the wall and how possible could their international power supply rated from 100-240 AC not provide enough power to drive a 60 watt device. It was then time to speak with the supervisor. The supervisor said several things. First she would never even use an extension cable for electronic equipment.Second the warrenty states that third party devices invalidate the warrenty included in third party devices are UPS and powerstrips. I could understand if the device did not turn on ( I would first check the breaker, ups, power srtip but when all those things are working and can provide power for other devices a reasonable tech would look elsewhere for a problem ) the only way to test the device would to be to move it, the monitor and all the cameras to another location that was near a wall outlet - this is insanity. Futher if an extension cord is a 'third party device'and invalidates the warrenty the what about the wall socket, the copper in the wall or the generator from the electric company?I can assure you I did not smelt the wire nor did lorex.Horrible tech support who have no understanding of electronics."

"My original review is below. My complaint sparked a quick response from Lorex who took immediate command of the situation and got my cable sent out (five weeks on my replacement request) and my price corrected. Lorex service at this point was personal and excellent, but frankly that's what should have taken place at the outset. In the end it took me about six weeks to get a simple replacement cable. Something is wrong with Lorex Customer Support and they shouldn't be relying on second tier supervisors to complete customer requests. I do, however, wish to reiterate that I am grateful for the support I ultimately received. Based on tech support and hardware (so far) I'm upping from two to four stars.

Technical support (a completely separate department) has been excellent and the system itself now seems to be operating properly. If it holds up through the warranty period (and much longer) I would qualify the hardware as excellent. I have the analog (not digital HD) system and the images are sharp and clear, but I'm not going to be pulling any license plates from them (didn't expect to). The recorder is quite good; a few might find it a bit intimidating because of all the options, but a bit of familiarization with the system and you're in great shape. The hard drive announces that it is "full", but apparently it is just writing in a continuous cycle which means you never have to intervene with the recording. Just let 'er roll. If all goes well down the line I would definitely be looking at Lorex for future purchases...

Original Review:

It's not that their Customer Service is bad--there simply isn't any. I ordered and received a system with one bad cable in November. After numerous attempted service calls (30 minutes + on hold with no answer), failed call back requests and unanswered service tickets I STILL do not have a replacement cable, and this is now January. Also, was promised a price correction, but that hasn't happened. Technical service (totally separate department) has been fine and the system, other than the bad cable, seems good so far, but I dread having to deal with any issues in the future. Again, good tech support, good hardware when not defective, absolutely abysmal customer support, and this last part is critical because most likely you will need it."

"Ordered a two camera/dvr security system a day before thanksgiving (this 2015, a few weeks back) . On Black Friday, the price dropped $50.00. Called customer service and request cancellation of order (because the order has not shipped anyway) OR a refund of the price difference. (I could reorder at the lower price.) The rep agreed to refund.
A week later, the order arrived. Right out of the box, one camera worked and the other was "white out" as their tech support finally decided after about four calls. Tech said request for RMA will be sent to customer service for replacement. Another series of follow ups made, each with hours of waiting for call back and promises of replacement .... nothing happened. All promises or all delaying actions but not delivering on their promises.
Again, had to followed up with Sales yesterday on the partial refund and replacement. Verbal promise again was made to refund the difference and replace the bad unit. Checked my credit card transactions just now .... nothing from Lorex.
Might have to end up refuting their charge for this order due to their sending out unacceptable products."

"So far Lorex has been the worst online shopping experience I have ever had. Placed my order a month ago now, to just have it cancelled. Ordered the 16 camera 720P system for $650. (What a deal?) They drug me through the ditch to try to raise the price. 4 days after I was suppose to receive my order I called customer care to find out what was going on. After 20 mins on hold I opted to be called back. Was never called back. Called two days later spoke to someone who said my credit card was flagged by there fraud department, confirmed the info was told my order would ship immediately. 5 more days later my card still not charged I called back and received another hard to understand service rep that asked me to email him proof of my billing address and a photo of my credit card. They had this info in less then 5 minutes. State issued license and 4MB photo of credit card. Another two days later I called back AGAIN to find out was going on, and my state issued license was not acceptable and would need a piece of mail... Are you kidding me?? Its now less then a week until xmas and all hope is gone for receiving the item in time. For the record I have had this same billing address for 10+ years, and this credit card that I used no problem just thin morning I have had for 5 years. I went back to there site to find a link to the product and they raised the price of this system more the $200. So in other words bait and switch"

"I decided to look for a surveillance system after someone recently broke into my vehicle at home. Lorex appeared to be a good choice as I read several great reviews and their website states that they ship within 24hrs hours. As I was still getting over my recent auto break-in, immediate shipping was definitely something I was looking for.

The LNR84W system appeared to be everything I needed, but after review of the system online I was a little confused as the pictures of the system appeared to have BNC cables rather than cat5 cables. I had to call customer service to get clarification as to whether the picture was incorrect or the item description. Customer service quickly confirmed that this was in fact an IP camera system and would come with cat5 cables. They have since updated the pictures to avoid any confusion.

I went ahead and placed my order Friday Nov 20 2015, 15:20 (EST) and expected that Lorex would indeed ship my system within 24 hours as expected and advertised on their website. I even paid for expedited shipping in order to receive and install the system as soon as possible in order to deter the possibility of future thefts. Unfortunately, I never received shipping confirmation even though the item appeared to be in stock at the time of purchase and continued to be in stock through Monday Nov 23rd. I had to call customer service in order to get an update on my order. The customer representative confirmed that my system had not shipped as of Monday Nov 23rd but was not able to provide me with any further information at the time. It wasn't until 11:30pm (EST) that I finally received confirmation that my order had shipped, thus disproving their ability to timely ship products within 24hrs.

When I originally placed my order and paid for expedited delivery, I was informed that the expected delivery date was Nov 25, 2015 which was subsequently being delayed due to the fact that the item did not ship out as promised. In essence, I paid for expedited shipping, but will not receive my order within the promised delivery window.

I am disappointed with Lorex thus far as I have encountered inaccurate pictures posted with products, found out that they are unable to deliver on their promise to ship items within 24hrs as posted, and knowing that I will not receive my order within the original expected deliver date even though I paid for expedited shipping. I can only hope that when my order does finally arrive, everything is as expected.

I'll update this review once the system has been received and installed.
--------------------------------------
12/5/15 Update - I ended up receiving the system in two different shipments after the initial delivery date. Thankfully after a discussion with a Lorex customer representative, they refunded the cost of expedited shipping as the system was not delivered within the expected deliver date.

Upon initial review of the system, the cameras appear to be of good quality as the cameras have a metal casing and appear very durable. Installation of the system was fairly quick and straight forward. Motion detection works as expected and they provide notification through their app when triggered.

Only complaint thus far is having received 60ft cat5e cables rather than 100ft cables as is noted when using the compare function on the Lorex website. I have pointed this out to a Lorex representative who stated that it would be reported and should be fixed, but did not o so far as stating that they would provide the 100ft cables due to an error on their part.

The Lorex camera systems seem to be quality products and function as expected. However, Lorex needs to do more to ensure the accuracy of their website and ensure potential customers are not misled as to what exactly it is that they will be receiving. "

"Update: I am changing my 1 star rating to 4 star due to the following reasons: (if you would like to read why I gave them a 1 star before please read my original post below:

Thanks to Jenny at Lorex's Customer Feedback Representative I was able to get my PTZ upgraded along with my DVR. The reason they upgraded my PTZ it is due to the PTZ I ordered was out of stock with NO ETA and now the PTZ i ordered is still out of stock. Nonetheless, Jenny was able to get approval to upgrade my PTZ however, this new PTZ will not work with my current DVR. Thanks to Jenny she was able to find a DVR that works with this new PTZ along with the rest of my cameras I have installed at home. I really wished that Lorex's customer service could have helped me at the time I was following up and provided me with some updates (again to read the full history please read the post below.) this could have been a 5 star vs the new update of 4 star, but Thank you Jenny for all your help. It does look like the new line is better; therefore, chances are I will have to upgraded the rest of my cameras, so it is time to save money so I can send it your way.
~now a very happy repeat customer.

=======================

old post:
I ordered a (LZC7091B) back on 9/1/15 which I believe was in stock at the time. They never updated me until I send in I believe two tickets asking for an update and even at that, it took them another week + to get back with me that this item PTZ camera was out of stock. I follow with can you tell me the difference between this out of stock model and (LZC7092B) other than $20 more which I know for sure it was in stock at the time or at less it listed in stock at the time. Two more weeks later no update, so I called them and now both PTZ cameras are out of stock and when I finally get to talk with someone they just told me NO ETA so too bad... I must say where I do love their product, their customer service gets a F-. it is now Oct. 17, 2015 still no update from Lorex via ticket or email or call. This is as if I never placed this order or they took my money and oh well too bad you didnt get your product and if you were lucky we may send you this item in 10 years from now when security cameras are the thing of the pass... (by the way) the reason I need to buy this PTZ it is because the one I haver from Lorex just died and yes it was just outside of the "Warranty" so i guess I am out of luck...... in addition this is just 1 of 14 cameras I have, so yes I do like their product but again their customer service is below par...
Addition: I also try to post / contact Lorex on their FB page, but they have to review the post before posting; therefore, this case was never posted or did I get a follow up regarding this case. I can already see their answer is "we will just cancel and refund you." However, this doesn't fix my problem of a non working PTZ camera... and since as stated I have 14 Lorex cameras already, I do not plan to switch out the entire system... "

"I have a security system but love knowing "Lorex" is keeping a big electronic eye on my home and property. Things have changed in a big way; there are just way too many people out there who will glom whatever is not nailed down and wired tight!

Lorex also helps my keep an eye on the pool and what mischief my dog is up to. "

"Installation was very easy, basically plug and play with minimum setup on the menus...
The hardest part was running the cables lay them out 1st only one end will go to the camera you can't reverse them. Cameras are plastic , not metal like others , the camera mounts are plastic also. Now quality of the view during daylight is good but don't expect to be able to read tags or any small details .
At night it gets bad ,the IR concentrates on the center of the view , so when is dark you can only see what's on the center of the screen
Also night vision is good for about 50 ft , I don't know why the say 130 ft, unless is a bright light or a car driving by
You won't be able to recognize anyone unless they are close to the camera . Can't even tell what model of a car drives by at night.
Motion sensor only works at about 70 ft, so anything that moves farther in the background won't be detected by the motion sensor.
Over all is an ok system"

"The cameras work GREAT!!!"

"Ordered a security camera system. It came in defective. Customer service promised RMA (which was never sent) to replace only the defective part. After a reasonable wait, I contacted Lorex again and asked to return the entire system for credit. Customer service was abysmal on this order. Could not get good answers or responses that answered my questions. From date of order till date of refund was 6 weeks of frequent communication to customer service that was either ignored or answered incompletely. To their credit, they did finally issue my refund, but buyer beware, their customer service area is overloaded with incompetence and indifference. If you don't like frustration, buy somewhere else."