How come every time you post on this site it's specifically to bash Snap over something?  I find this curious.

You're trying to lead us to believe that every DVR that they send you is defective? C'Mon man.  If that was the case, we'd already know about the issue because you wouldn't be the only one posting about it.   I mean seriously.  It probably is your network.  

In regard to them charging you, I'm going to assume that you either didn't send it in, or sent it in too late.  You get a specific amount of time to send equipment back, if you don't get it back by the deadline, they're going to charge you.

If you do in fact have a signature, email it over to them, they'll match it up with what they've got, and all will be solved.   

Look, I don't mind bashing a company that isn't handling their business.  In fact, I'm the first one to do it.  However, it seems like this is the only time you show up on this site.  It makes me think that you work for one of the competitors.  

I can count on 2 things on this site.  

1.  You bashing Snap.
2.  RangerHome showing up to blame it on Obama.  

We know that Snap will see this, I really want to see their response, because I have a feeling that this is a way for you to try to kick and scream and get your way so that they don't charge you for a 9 Ch. DVR.  

I hope they call your bluff.  We shall see.

 

3. Stanley will never be able to post a picture on this site regarding anything work related, how hot his 3 girlfriends are or which celebrity he had cocktails with the prior evening.

I have had a snap 9 channel dvr since ther release in my personal system. It's been flawless.

I have three ICRealtime dvrs in the field. 2 have been giving me fits. ICR tech support is a pita. We had to leave a voicemail and wait to receive a call, so I paid my tech to sit there and wait for a call that never came. Had to send him back again and this time got on the phone only to have their tech tell us that the dvrs we purchased in late 2012 was I fact a 2011 model and the feature we wanted was not available on it. All we wanted was to be able to view recordings from the iOS app. It DOES view recordings but at midnight it does not record even though it is set for recording 24 hours a day, every day.

The tech said it will not be able to view at all from iOS despite us telling him it DOES. I emailed to a guy who I believe runs the TS dept and asked him to confirm the build date on the unit without going into the whole story. He got back and said it was built in July of 2012. So wtf was the tech talking about? It's still an ongoing issue waiting to be resolved.

Now please show me some facts about Snap like these above. I just don't believe that this company that is built on service singled you out and said "we are really going to stick it to this guy"

Do your research if you think I only post to bash Snap Hasbeen.  Not even in this thread.  I gave them props when they called me, unfortunately there was zero follow up by them.  Have you ever heard the phrase "when people have a bad experience they'll tell 10 people.  When they have a good experience, they might tell 1"

We've used 1 of their NVR's and 1 of their DVR's.  Something failed on both of them! All 3 if you count the replacement. 

Yes, it must be the network..... Swapping the DVR fixed the problem, nothing else was done.  Damn you bad ($9000) network..

You can ASSUME all you want, but I'm dealing with facts. the failed product was shipped back.  "On time", I don't know, but after 3 failed products is when I expect a good quality company to stand behind their product.

Getting the call from them was great, but follow up and a product that actually works is what we're after for our clients.
 

How are these facts?  You explained a story, just as I did. 

I've had my fair share of ICRealtime issues as well, just as many people have.  Their tech support does suck, I agree.  But I've never had a 100% failure rate with any brand in 18 years.  In this thread alone how many issues did Snap admit to, which is great.  It's the resolution that is lacking!

Snap products may work for some people and that's great.  We still use a very slim selection of their products which we like.  What we won't use is anything that has to do with life safety systems or pretty much anything electronic.
 

I was duped. I totally forgot that a thread that starts with multiple asterisks and uses all capital letters is likely to be someone who has been pushed over the edge in some way, even if done by himself: I refer you to Wesley Mullings's thread from several years ago, which started out "CALLING ALL INSTALLERS" or something like that. He was pushing his own futureproof method of installing cabling, a plan that would never need revising or rewiring. (This was before HDMI....)

I'm finally seeing what's been expressed in the last couple of posts.

I'm sorry you have had such a hard time with those two DVRs, but you do seem to be the only person with such an extreme issue. I'm reminded of the woman who said "You know, I've dated all 2000 guys on this Naval Base, and none of them are right," to which her friend replied, "Well, there's one thing in common here: maybe it's not all 2000 of them."

Unless I misread, you only used two of the DVR's, is that correct? If the replacement had an issue (I forget what the issue is and admit I didn't read back), perhaps there is in fact something else going on. What I know is Snap will make it right, so anything that has happened on the service end that is not exemplary is without a doubt a fluke and not the norm. There are several of their guys on this forum that make themselves available here, via email, or phone that will make it all right in the blink of an eye. This is where I would disagree with you.

Wasn't it.....I need every Installers attention!


God, I can't believe after all these years, nobody has ever come close to the Wesley Mullings thread.  Those were good times.  We were all still so young and spry.  Full of piss and vinegar.  

Our Man Wesley is definitely on his way to the Hall of Fame. 

The only person who even comes close is AsianPro, and it's a very distant 2nd place. 

At the Next CEDIA, I'm going to wear a shirt that says I AM WESLEY MULLINGS. 

That way it'll be easy to recognize my RC brethren. 

Anyway, did ya get the DVR thing remedied yet? 



 

I hate to mess with this thread but I didn't hear if anyone stopped and visited with/at the AsianPro booth at the conference.

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You also totally forgot that I wasn't the OP of this thread but sure, it could be bad luck, extremely doubtful, but sure.  You don't honestly believe that every single person who uses Snap products are on RC, do you?


Snap reached out to us this afternoon.   They will be reimbursing us for the cost of the DVR.  It's unfortunate it took what it took but the squeaky wheel truly does get the grease.
 

Jason,

Sorry for my delay in responding, I wanted to make sure I had all of the facts. I was calling to follow-up with you but was directed to the company owner. It was good to chat with Rob on this topic and I understand and sympathize why you were so frustrated with SnapAV on this issue. To be fair the issue you were experiencing with the two DVRs has been related to streaming to Savant control systems (Savant dropping streams). While we admittedly track many open issues to maintain interoperability, this is truly not one our Tech Support has heard about (I am kindly requesting anyone using Savant that is not displaying all of the streams to contact us/me [email protected] with details). There is something unique to that network setup (as Rob mentioned you have other jobs with no issues) we need to understand so we can assist you. Rob and I discussed our need for more information about the network to further assist, specifically brand and model numbers on the managed switchers and the network topology. I understand time is money and the stress end users place on you when something goes wrong – we regret not winning you over on this issue and causing you to leave us for a competitor.

Regarding the credit – we issued a FedEx call tag for the DVR to be returned to our labs in Charlotte for review but the DVR was shipped on your account with UPS to one of our warehouses. The tracking number you supplied shows that a shipment weighing more than 2x our DVR delivered to an address about 10 miles away from our Texas location – Google maps suggests an address near a Wal-Mart shopping center. Rob mentioned he is now worried he mixed up the shipping label with an Ingram Micro return. Regardless we will be applying the credit for the DVR even though it has not been received.

Regarding firmware and as an update on the longtime coming DVR firmware we have mentioned many times in this forum – we are in code lock and will be in regression testing through January before releasing to BETA. Yes, we have been talking about this firmware update for too long but it truly does address many issues and adds new features (IE 11 support, profile support to remember settings, GUI to match NVRs/IP cams, POS support, etc). Separately we posted a big update to our NVRs several months ago that solved HDD issues.

Again I regret we let you down with the Savant issue you were experiencing. Please feel free to call or email me directly on any issues or concerns you have so we can directly support you outside of the forums. I hope you and yours enjoy the holidays.

So the issue is related to 3rd party hardware, and the unit that was shipped back was shipped to the wrong address and was the wrong item, and all this is Snaps issue how? I understand it frustrating that the unit isn't working 100% with Savant, but working with Snap helps correct this issue, and Gpaul has always followed through with any issue anyone on the forum has had. You also have only 2 units with an issue, on the same system, and also have other Snap DVRs working with no issues in the field. It sounds like you were a bit unfair to them. Just my opinion.

Very observant......Ya know....I believe that you are right. 

Not 1 picture.  Ever. 


  
 


 

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Rob will be the first to admit that much of what I do is well over his technical knowledge level.  From networking, to full blown automation.  Feel free to ask him.

It's not a Savant stream issue, I can assure you. The streams to Savant were one of the first things I pulled off and the drops continued to happen, from your app, not any third party gear. 

As far as the network, yes it's complicated, but working 110%, the same gear we put in every system, the same gear I set up in every system.  I have 30+ of the competitors DVR's and NVR's in other systems, most integrated, some not.  All working flawlessly.  Keep in mind what fixed the problem, another brand DVR.  No network changes, no other gear changes, nothing.  An even swap!

As far as the shipping deal, not my area of the company.  The information I was given was from...... dun dun dun..... Rob.





 

All we want to see just 1 picture Mr. Stanley will ever (or never) post is his supper hottie Brazilian girlfriend of his...

Please make us at RC a very, very Merry Christmas.