"They are one of the worst companies for customer support. They do not read your requests, but assume what you are asking and take action. The supervisors are worse than the underlings. It takes months to get a resolution for returns and when they ship you a faulty product, they make it seem like your problem and not theirs. I would be very wary of this company. Just hope that what you order works and that you don't need any support!"

"First and foremost I would like to commend your sales person on her top-notch customer service. Susanna K. is in my opinion a huge asset to your company as she is very attentive to your client’s needs and questions. My needs were addressed and my order was placed with solid communication and attention to detail.

Unfortunately I cannot say the same for your tech support. As a 30 year veteran of dealing with customer issues in the PC world I have dealt with all levels of technical support for products and frankly X10's "second level tech support" is seriously lacking.

First level tech support is standard "read from the screen" tech support. If it isn't on their screen they can't help you and will refer you to "second level tech support" who will be happy to email you with a bunch of information that has nothing to do with your issue.

Eric Boyd is the individual who is "assisting" me and I often wonder if he has actually read the email I send him.

It is very difficult to get a resolution to a problem when your level 2 tech support is spewing out information that has nothing to do with your issue or is just a repeat of what you have already told them isn't working and it becomes more difficult when they refuse to provide a phone number to reach them at so that proper information can be obtained.

To date (one month after receipt) my products still are not working as they were described to and your level 2 tech support person Eric Boyd has thus far (three weeks now) resolved only one issue and that only after multiple emails back and forth.

Susanna K. was kind enough today to secure via her supervisor an additional extension of one month to your return policy so that hopefully the issues can be resolved but if they are not resolved I will be forced to return the products I ordered and not order in the future from X10.

I would hate to see this happen as I am expanding my company into the small business and home security field and would like to use X10 as a supplier of components but can't see myself doing this if this is the level of tech support X10 is going to offer to someone that may potentially spend thousands of dollars with their company.

So, in conclusion and to sum things up.

Sales is outstanding. My experience with Susanna K. was exemplary.

Tech support is sadly lacking when it comes to level 2 tech support and may be a “deal breaker” when I look to order products in the future."

"I'm very happy for the informations provided by Markus Davis to help me out to choose the right products from the company.His help clarify many aspects to purchase the products,Again thanks a lot to Markus."

"BUYERS BEWARE!, I too have fallen as a victem of circumstances with x-10. I purchased a multi camera deal with tilt bases etc. at 2am. At 7am , i called to modify my order, When i called, the x10 support team told me that it had already shipped and that i could call back and modify or exchange later. Upon receiving the order, 2 cams and the tilt unit were defective, I called a reported it as well as tried to change my order and replace some items with others. No Can Do. No exchanges, also was told that the defective cams and tilt would be replaced but I have to incure shipping charges back to x10 for the defective products!. When I found that out, i prompty tried to excercise a return of everything!. they told me that they would send a return label. Guess what!. DENIED!here is the letter i recieved. I have to incure all cost to return DEFECTIVE PRODUCTS, EXCHANGES< and Returning my order.! BAD BAD BAD, I Will never refer ANYONE to x-10. Quality of cams is bad, cannot record simultaneously, defective products, no returns or exchanges unless you want to pay. I attemped to forward to a supervisor and of course no one was available. Im stuck with a defective purchase, crappy equipment and have to pay yet again to return. UGGGGGG. ETC!@. I think its time for a Civil court date!. Here is a letter i received..

Thank you for your referral. Unfortunately, this customer's label request is denied. Please inform them; feel free to do so via email.


"Thank you for contacting X10.com with concerns regarding order number 3227298. X10.com covers the initial shipping charges for orders $49.99 and over within the U.S. and does not pay the shipping costs for returns. The shipping label request I submitted has been denied. I apologize for any inconvenience. Please let me know if you have any other questions or comments."

Regards,

Sara Ferong

Internet Support Manager

X10 Wireless Technology, Inc.

http://kbase.x10.com

"

"I am Seriously UNHAPPY with the order, the company, and the saleman. I am a tech consult and buy tens of thousands of products off the internet every year. At first, the salesman was happy to assist. As I do not know cams, security and setup, I told him what I wanted to do and let him recommend exactly what to buy. I followed his recommendation 100% for about $1500. Took two weeks to get the products. I ofered to pay for expedited shipping but salesman Steve said no. The products arrived with obvious problems: 8 cams, only 5 receivers; a pan tilt base I didnt order; no software; and a few more issues.
I emailed the salesman, thinking, I told him what I wanted to accomplish, and he placed the order. He would be the one who best could tell me what to do. I did spend $1500 and I am sure he got a commission. Steve Reeves, being the great salesman that he is, not only ignores me, but deletes my email without reading it. WOW! Did not even read my email.
That makes me an unhappy buyer. The last time I tried to call in, I was on hold for over an hour. I feel like an idiot becuase I recommended this company to my client who paid good money and gets no service.
I guess what X10 likes best is the sales.... support and follow through??? I guess they don't care.
I am an educated consumer, and I fell for their products. I strongly recommend staying away from salesman Steve and the company. Thanks."

"... ........ ........ ......... ....... ............. ........... ......... ........"

"Just want to say this was my first experience with x10.com and customer service was outstanding!
It's great to do business with no communication barriers and no delay in answering.
Customer support was the best I've experienced in a long time.
G.Pruitt/Onancock,Va
"

"My longtime experience with x-10 lighting and appliance control equipment led me to trust them for home security too. I have yet to receive the system but already am getting nervous after reading some of the reviews on this site.

I came here to complain that I was charged for the 2year warranty but did not order it. Not a lot of money but I hate being taken advantage of. I only realized the "error" when I finally got the e-mail order confirmation. The order-taker got my e-mail address wrong and I never would have received the confirmation if I had not called them after days of no e-mail. This person must have been the one who signed me up for the unwanted warranty.

Finally got to a more competent rep who got a corrected e-mail for me. Her name is Lee Ann I believe.

Let's see where this goes."

"I use x10 products around the house for controlling lights etc, and i wanted to try out the wireless cameras. The produc was not reliable enough for the use i needed(baby monitors). I called for an RMA number. that was ok

I shipped the product back USPS insured, with weight amount on receipt.

Delivery was confirmed. I called back 2-3 business days later to ask about my refund. They told me, i did not ship everything back. I was adamant about the fact that I did return everything, and I asked them to check everything. They told me the checked and refused a refund.

I escalated to a higher level and I asked, what is the weight of the shipment estimated at? If i did short them, then wouldn't my package weight be too light? they Agreed. They told me a weight. I told them i have proof of weight, from my USPS receipt.
They told me ok, then we will issue refund after we see copy of receipt.
I scanned in and emailed to them.

My request sat for another 30 days. I called and called. Usually you get polite people on the other line, they are just not knowledgable and do not have authority to do much.

I never spoke with a manager, as they were never in the office.

Finally after 120 days and over 10 phone calls, i was told, i would receive a refund.

Then 10 days later , i got the credit back on my card.

With X10, the product is what it is.
but the customer service is lacking and they seem to lose your info.
Be persistent and keep records of all your returns sent back, with tracking IDs and weights.
Also every phone call ask who you are speaking with name, and extension, send email to yourself to recap the phone call, and read back info to them on follow up calls.

I bet more people just give up on returns and never get the money. When they started to really get me upset, it wasn't about the money, but the principal.

But i will never order a thing from them ever again. too much of a hassle to get returns.

"

"Shipped cable receiver transmitter that did not work correctly. Customer service answer was that if I had a cordless phone or wireless network (who doesn't?) the interference could prevent it from working. Would be nice if they provided this disclaimer prior to my purchase. The service rep promised to request a shipping label to return the product...then they stopped answering my emails. Spent almost an hour on hold while their recording played..."a representative will be with you in five minutes" over and over. Had to pay to return it myself (they don't reimburse return shipping even when the product is apparently defective). Once they received it I had to call and recall them to get a refund to my PayPal account nearly two weeks after they supposedly posted it. I won't be shop with X10 again."

"Just placed first few orders and have mixed results so far. The reps I have talked to have been very pleasant and helpful, but they can't seem to agree on units and prices.

The website is a cluster. It is very hard to navigate and you waste too much time finding what you are looking for.

The software that I purchased with my first order said nothing about downloading it, so I called customer service and they emailed it to me. I have tried to install, but has failed on each attempt.

Have not gotten order confirmations via email unless I call back and ask. Ordered a 3-way ivory switch with this last order and it was on their Pro website and the rep who took the order said they had them, yet when the order arrived that module was missing without a packing slip or anything indicating what happened to it.

Once again I had to call support, wait on hold for about 20 minutes, and then was told that that unit is no longer available and my credit card was credited back. I asked how I would know that and they said that they were sending me an email right then. This was yesterday and I have yet to receive it.

I love the concept, a friend of mine uses it and loves the way it works, the prices are very reasonable, yet they can't seem to get it together with customer support.

The pop-up ads are ridiculous, they ship the material without proper documentation and the right hand doesn't seem to know what the left hand is doing.

The shipping so far has been great in terms of time. With both shipments I received the order within 2 days using standard shipping. That is great.

They have a great thing doing here, with great potential, but they could do a lot better. After all, that have been out there on the web for a number of years and obviously have a good product, so why not take it to the next level? It probably would cost very little for them to do that and the results should prove very satisfying."

"We are very satisfied with the last purchase we made from this company."

"I was very pleased with the excellent customer service provided by Markus Davis. He was very professional, knowledgeable about the products, very patient, answered all my questions and tried all his best to help me pick the right deal and the right product. Thank you Marcus."

"As a long time user of X10 technology (over 20 years) I am comfortable with many applications. When trying to setup a MS14A motion sensor I wanted to disable the dusk-to-dawn function of turning on a light with the unit+1 code. After waiting on the phone for about 15 minutes, I was fortunate to get to talk with Catherine N. in customer service. Although it is not possible to disable the function exactly as desired, she was quite helpful, professional, and pleasant to work with. Catherine also emailed immediately an information/instruction sheet which did give more information on the subject. I do appreciate her help and great attitude.
Thanks
FRiggs"

"Just a note to let you know that Paulette Coleman is great. I am a salesman and I appreciate a good salesman when I meet one. She was outstanding and followed through as she said she would.

Thank You,

Pierre Koncurat

PS I do not have an invoice number. This was a phone order today at about 11:00 AM Eastern time"