"Very bad experience.

They had a deal on their website, so I called in and placed the order for a wireless video sender plus a free remote for $49.99, and the shipping was free. The website was not clear enough and there was some conflicting information regarding the remote. Somewhere it says the free remtoe is a learnign remtoe and some other place said it is a regular 5-in-1 remote and for the learning remote, it costs you $5 more.

So when I placed the order, I first told the sales person about this and tell him that I am only interested if it is $49.99 with the learnign remote. He agreed. I also told him that I do not want the extra warrantee which costs $9.99.

This is quoted from the sales confirmation e-mail: "Order Instructions: ab627//will only charge $49.99 as listed on website". So it is very clear that $49.99 was the agreed upon price.

But when I checked my credit card, they charged me for the warrantee which I already decliend. When I called them, they refused to give the package to me at the agreed price $49.99. Instead, they want to charge me $5 more for it.

I forward the sales confirmation e-mail to the customer service representative, showed him that there was an explicit agreemtn for $49.99 for this particular oder, but he just insisted to charge me $5 more. He won't even want to cancel the order, just said that they will send me a replacement with the lower model remote, and I told him that I don't want a deal different from my original order

I have to call my credit card company for dispution and tell them to reverse the charge. Once the package arrives, I will just send it back.

Will never do business with x10 again. I felt I was not treated with honest.

Returned the package to them. Waiting for refund.

Tried the product before returning it, since their returning instructions including putting some returning instruction printout in the package so I had to open the package. The product (wireless videl sender/receiver) works but the quality is poor, there were consistent and loud beeping noise in the audio. Didn't bother to try the 5-in-1 remote at all. "

"I called in today and placed an order with Paulette Coleman. You have a valuable employee in her. She was very, very helpful and I enjoyed talking with her. I hope all of your employees are as responsible as she is. She is to be commended on her skills.

Thank you,
Beverly Nida
****@****

Thank you"

"Today I was very pleased to be assisted with Tech support and Questions I had. Most places do provide some Tech support but the help I got today makes the others seem behind times. The main part of business is to keep customers coming back and Regina Pete one of your employees there made that a reality with the help, knowledge, patience and courtesy. I have to let you know she was one of the best and I don’t normally do these surveys but she merits this comment. It would be a shame to lose help of that caliber
Don Richards
"

"Paulette Coleman is the Sale Rep. I work over the phone. She was very pleaseant and help full in understanding what the system i need too do and the budget i was under. the new wave attacks over last four yrs have been exsploding large fire works out side our bedroom window which we use like a little office cluter spot and on our cars from flatten our tires to opening our engine oil pan bolts. If the system she soild us helps caputre these kids I will be most over whelming gratefull to your X10 company and to Paulltee for the specail attention and helpfullness she's given me. I will keep in touch as susualy the attachs increase in the summer I will let Paulet know how the syste work.. i will keep her email and the 800 # i called on file..

speacil thank you paullet

Ed Nazer & family
from portage Wi"

"It was simple and easy. My order was placed on your website which was very easy to follow. Received all the hardware ordered, but the software was not e-mailed to me when the order was placed. I needed to call for the software to be e-mailed to me and then call back again for the registration code.
Sherry Frye and Monque W. were Absolutely fantastic. They were very fast reponding back to my e-mail. I admire them for that. They are great. I hope all customer care would be like them.
"

"About the same I hate the website. It makes the products look cheep. Like a used car lot. I love the products, everything I have ever purchased I was very happy with. All customer service reps are beyond reproach very helpful and they know their stuff too. I had a problem with some downloaded software and it was emailed directly to me as a zip file, solved the problem. I highly recommend x10 products and services but they need a new web designer for sure. P.S. I had to return my purchase (radio interference ) Return and refund handled quickly. Highly recommend X-10 for anything you may need. "

"Glad you asked, I have a couple comments – First I hate your web site – it is a very stressful experience every time I have to use it – All those pop ups, clocks counting down and a whole bunch of really worthless verbiage – It is like a used car sales man or carnival worker trying to get you into the tent to make the sale – Next, I had the very pleasant experience to deal with Monique W and ****@**** (sorry forgot the name) – These folks are great and I was sure glad I got them on the phone – Give them a raise – Next is Richard in sales, he has an attitude that I would prefer not to deal with again – Next, is Kea in tech support – Nice person, very tolerant, sounds like a very dedicated person – but need to train him up on what x10 technology is – Next, I cant believe it but I actually got to talk to Marcus in person after hearing him on the recording so many times – Great person, very helpful , Give him a raise also - Next, I am currently trying to work with what you call level two tech support – I have a couple problems – first one was solved ( I was doing something stupid) – Now we have to work on the next one’s – Problem here is I was told I cant talk to them, only email – and the response is 24 to 48 hours – so if I have 3 problems and it takes three emails each at the max response time I should have things running in a month or so – Guess I will buy some candles to get me through the darkness – Thanx for letting me vent"

"I have purchased X10 products for a number of years and thanks to your X10 Home Solutions person, Leeanne Riordan, my last experience was as pleasant as I have ever had. A very pleasant and knowledge young woman. You need more like her.

Thanks
Alvin May"

"I had several issues with my purchase last weekend. All were resolved to my satisfaction with the help of Andrew Packer ... It took about 4 minutes for him to do what other X10 Sales people could not.

Thanks Andrew Packer great job!!!!

JFM Albany, New York "

"I truly hated the crap-quality hold music - better to hear nothing at all, really. And that stupid message from "Jesse": "Someone will be able to help you in approximately....3....minutes." I mean, how friggin' stupid do you think your customers are? Again, I'd rather hear NOTHING while I'm on hold than that crap.

On the other hand, Catherine in Customer Service was such a pleasure to work with!! Other agents (on two occasions) told me my software was on the way (via e-mail) and then ended the call, only for me to assume hours later that, no, it's NOT on the way. Catherine waited until I had actually received the e-mail she sent. She was very kind, and I wish all agents had her seemingly genuine concern when I called. I hope I get her again the next time I call for help, which will be tomorrow, because I can only get two out of my three cameras working. (Sigh...)"

"I had a question about my order and talked to Leeanne Riordan, She was very helpful and knew just what to do to complete my order fast and extremely knowledgeable. Thanks Leeanne, people like you will keep me coming bask to X10."

"I had a minor problem with my X10 software and Customer Support help me solve the problem. I want to give special thanks Mr. Andrew Packer for his time and energy."

"Problem with On Alert plugin software. Assisted by Leeanne Riordan, who resent the updated files. Install worked fine now. Thank you Leanne!"

"I was quite impressed with the service, especially since the order arrived at the same time as a major storm. My order arrived on time and intact. And when I called for some support on the software.. I recieved very quick and accurate information and help, from the customer service desk.
"

"Dear Markus,Thx for your help, We look forward to trying the camera in our public cable broadcast studio. Need to get approval from the town 1st.
Don Keneagy "