Very Good and PROMPT Customer Service and Support. If possible try to improve the Swann App further. Main issue for me is that stored Playback Security Camera videos are often not available to view fr... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Good advice and product seems to work well. Only disappointment was delay in responses to enquiries ... clearly in a different time zone to UK, so often response would come back a day later.
Company replied
Not having to signup for cloud service. I did buy a 30deg. angled wedge that goes from side to side. I was disappointed! I wish there was angled wedge that was vertical(Up and Down) instead of being h... See more
Company replied
Swann camera systems have worked out great for us so far. My only complaint is that certain accessories have been frequently out of stock.
Company replied
Company details
About Swann Security
Written by the company
Swann is a global leader in security monitoring, consumer electronics and security-centric solutions for the smart homes and businesses of today and tomorrow.
Swann has always been a leader. From humble beginnings in the basement of David Swann’s family home in Melbourne, Australia the business now has offices in the USA, Canada, Australia, UK, Hong Kong and China and a presence in over 40 countries on 6 continents. Swann pioneered the category of Do-it-Yourself security and is proud of the work it has done to make local communities safer. Today, Swann is part of the Infinova Group, providing the business with enhanced manufacturing capabilities, cutting-edge research and development of security and networking solutions, and access to an expanded international network.
Swann remains at the forefront of innovative surveillance and monitoring technology with recent new product developments including truly wire-free HD cameras and doorbells, state-of-the-art professional-quality CCTV video surveillance recording systems and cameras, including the latest 12 Megapixel Mega HD, 4K Ultra HD, 2K Super HD, and 1080p Full HD systems with True Detect heat and motion-sensing technology. There's cameras with motion sensors to trigger controllable flashing lights, spotlights, sirens, mobile alerts and more. The Swann range is designed with a goal to make the latest security solutions accessible, affordable and easy to use. The company’s products are available through some of the largest retailers in the world including - Best Buy, Sam’s Club, Lowes, Amazon, Screwfix, Costco Wholesale, Bunnings Warehouse, JB Hi-Fi, Harvey Norman and many more.
Swann’s vision is to be the world leader in smart security solutions, taking care of people and making every home and business a safe place. Swann’s commitment is to always deliver security made smarter.
Contact info
Australia
- 03 6417 5347
- swann.com
3.9
Great
11k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 96% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Untimely
Untimely, automated responses, chat doesn't work, no one answers the phone, I had to find from outside sources that you can't remotely turn off the cameras remotely from multiple devices. The auto AI had the audacity to ask my why I wanted to turn off the cameras. Not to mention the run around on returning the product. At least arlo answers the phone. I'm done with this product and your customer service. Send me the return label and give me a full refund. Regards.
22 June 2026
The worst customer experience. Avoid !!!!
Absolutely disgusted with the customer service I received from Swann. They should be ashamed of themselves, especially with the way they treat disabled customers.
I logged a support ticket eight weeks ago via email, as they told me to do, and nobody ever got back to me.
I then called the day before my holiday and asked if someone could call me because I needed to fix the remote viewing on my CCTV. Theresa promised me that, as an exception, someone would call me back that same day. It was a Friday, and nobody called me all day. I even emailed them again, and still no one got back to me.
Instead, three days later, I received an email from someone called John giving me ridiculous instructions, which I couldn’t carry out while I was on holiday.
When I got back, I explained that the CCTV system is four hours away from my house, so I would have to drive there. I also explained that I have a disability and that I have two children with disabilities. I drove to the premises and arrived at 9:00am. I carried out all the instructions they gave me, but they didn’t work.
I then called and asked if someone could please come on the phone to help me fix the issue because I couldn’t make another eight-hour round trip. Theresa kept me on the phone for two hours and promised that, as soon as John came into work, she would go over to him and ask him to call me. Bear in mind that when I spoke to her two weeks earlier, she told me they worked in completely different offices. Not only did she tell me one thing the first time, she then told me something completely different the second time.
She then told me John would call me back at 10:30am. It was already 10:15am, so I said I would stay on the phone. At 10:30am she cut me off. When I tried calling back, she didn’t answer. I had to ring from a different number before she finally answered. She then told me she had cut me off because John couldn’t speak to me.
She kept me on hold for another hour before telling me that John couldn’t call me until 6:00pm. By then, I had to drive home to collect my children from school. Both of my children have special needs, and I ended up being late because it’s a four-hour drive home. Not only did I lose a day’s work as a self-employed person, but I also wasted fuel making an unnecessary eight-hour round trip and then had to sit in heavy traffic on the journey home, causing me to be late collecting my children from school. The whole situation was an absolute disaster, and despite everything I went through, I didn’t even receive an apology.
I think it was incredibly cowardly to keep me waiting on the phone when John was in the office and could have spent five minutes helping me resolve the issue. Instead, I was left waiting for hours. While I was on hold, I could hear Theresa laughing with John while discussing my case. I found this utterly disgusting and completely unprofessional. I genuinely believe they just sit in the office fobbing people off all day.
8 July 2026
Unprompted review
Reply from Swann Security
Hello Veronica,
Thank you for sharing your feedback. We're truly sorry to hear about your experience and sincerely apologize for the distress and inconvenience this has caused you. This is certainly not the experience we want any of our customers to have, and it is not the level of service we strive to provide.
We take your concerns very seriously, particularly those relating to the communication you received, the delays in responding to your support requests, and the circumstances you described regarding your disability and your family's needs.
We'd really appreciate the opportunity to investigate your case thoroughly and understand exactly what happened. We will be reaching out to you via a separate email to gather additional details so we can conduct a full review and work with you toward the best possible resolution.
Once again, we sincerely apologize for your experience. Thank you for bringing these concerns to our attention and for giving us the opportunity to review them.
Your feedback is truly appreciated.
Mary – Swann Team
The technical support it’s horrible
The technical support it’s horrible. I had trouble with most of my cameras , in order to get something done you have to be at the place , they will guide you it’s like you work for them . I don’t understand I pay them a protection plan I spent 3 hours on the phone and still nothing works . It’s sad that this company Swann will only take your money and will give you only excuses, I just need all my cameras working.
You Swann are thieves will only take money and will do whatever not to fix or replace anything
Shame on you . Why make me waste my time if you are not going to send me replacement parts . Do you steal money from all your customers and not give them warranty too , that’s just a cuestión
9 July 2026
Unprompted review
Reply from Swann Security
Hi Jose,
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how disappointing it is when your cameras are not working as expected. We sincerely apologize for the inconvenience this has caused.
We can confirm that you have an active support ticket and that your case has already been endorsed for a warranty claim. We've also sent you an email requesting the information needed to initiate the warranty process.
Kindly reply to our latest email so we can proceed with your warranty request and continue working with you toward the best possible resolution.
We appreciate your patience and the opportunity to assist you.
Your feedback is truly appreciated.
Mary – Swann Team
I have used Swann systems at home for…
I have used Swann systems at home for years with an overall good performance, A really good feature was the manual zoom and pan.
Last month bought another, what a difference,2nd rate almost virtual zoom and no pan; can't make the damn thing record properly. When trying to review recording, only shows the current day back as far as 00-00 & nothing before that. USELESS!!!
9 July 2026
Unprompted review
NVW-MR4KCAMEU Security Camera
NVW-MR4KCAMEU a 4k solar powered add on security camera. Incorrect pairing information supplied with product. Online Technical Support does not recognise the product, it will not charge. When paired with NVW-MR4KSTN no video appears in phone app. Not sure which is the biggest joke a brick pretending to be a security camera or a technical support you cannot talk to. The MaxRanger4kmini pre paired kit works great. Cannot recommend the NVW-MR4KCAMEU.
DO NOT BUY
9 July 2026
Unprompted review
Reply from Swann Security
Hi Chris,
Thank you for sharing your feedback. We're sorry to hear about your experience with your add-on camera. We understand how disappointing it is to encounter pairing difficulties, charging concerns, and the inability to view the camera in the app, especially when your MaxRanger 4K Mini kit has otherwise been performing well.
We'd appreciate the opportunity to investigate these concerns and work with you toward the best possible resolution. We will be reaching out to you via email to gather more details about your setup and the problems you've encountered so we can review your case thoroughly and provide the best possible assistance.
Thank you for giving us the opportunity to help.
Your feedback is truly appreciated.
Mary – Swann Team
Really disappointed in the quality
Really disappointed in the quality. Not too impressed with the Ring equipment so hoped Swann would provide better. However even on the paid subscription, recording are very delayed, missed completely and the date/time just constantly change so nothing is in order. Surprisingly poor.
4 July 2026
Unprompted review
Reply from Swann Security
Hi John,
Thank you for sharing your feedback. We're sorry to hear that your experience with your Swann system has not met your expectations. We understand how disappointing it is to experience delayed or missed recordings and incorrect date and time settings, especially after subscribing to our paid service.
We'd appreciate the opportunity to investigate these concerns and work with you toward the best possible resolution. We will be reaching out to you via email to gather more details about your system and review the behavior you're experiencing so we can provide the best possible assistance.
Thank you for giving us the opportunity to help.
Your feedback is truly appreciated.
Mary – Swann Team
Excellent Security System with Outstanding Video Quality
I've been extremely happy with my Swann security camera system. The video quality is excellent during both the day and at night, and the cameras provide a clear, reliable picture. The installation was straightforward, and the mobile app makes it easy to check my cameras from anywhere. I also like the smart detection features and the overall reliability of the system. It gives me peace of mind knowing my home is protected 24/7. I highly recommend Swann to anyone looking for a dependable wired security camera system.
26 June 2026
My old system developed problems
My old system developed problems. One was I lost the app off my phone. When I connected swann I was told that they couldn’t do anything because of “PRIVACY ISSUES.” Other problems continued to spring up, very suspectantly. I was told that if I purchase another system I could go around this problem and just register the new system and download the app on my phone and all would be well. Unfortunately that did not happen. So now I’m 500.00 into a brand new camera system and still not able to download the app to my phone. THE WORST OF ALL OF THIS IS NO ONE IS REACHING OUT TO HELP ME SOLVE THE PROBLEM. I was contacted by a representative that took all of the information from my new DVR and for three days NO WORD!!!! Unbelievable .
25 June 2026
Reply from Swann Security
Hi Charles,
Thank you for sharing your feedback. We're very sorry to hear about your experience and understand how disappointing it is to invest in a new system and still be unable to access it through the app. We sincerely apologize for the inconvenience and for the lack of communication you've experienced. This is certainly not the level of service we aim to provide.
We'd appreciate the opportunity to investigate your case further and work with you toward the best possible resolution. We will be reaching out to you via email to gather any additional details needed and ensure your concerns are reviewed as quickly as possible.
Thank you for giving us the opportunity to make this right.
Your feedback is truly appreciated.
Mary – Swann Team
I sent in a request to exchange two…
I sent in a request to exchange two cameras I just bought. I tried to call but that was a dead end. Texts and emails went unanswered.
24 June 2026
Reply from Swann Security
Hi Gregg,
Thank you for sharing your feedback. We're sorry to hear that you had difficulty reaching our team and that your messages were not responded to as quickly as expected. This is certainly not the experience we want you to have, and we sincerely apologize for the inconvenience.
We can confirm that your refund request is currently under review and has already been escalated to the relevant team for further handling. Kindly monitor your email, including your spam or junk folder, as we'll provide you with an update as soon as one becomes available.
We appreciate your patience and the opportunity to work with you toward the best possible resolution.
Your feedback is truly appreciated.
Mary – Swann Team
Customer service is super bad!!
I've ordered from swann for years and always had great customer service. But now, there new platform makes you pay for good customer service and troubleshooting any problems come at a cost. I've only had my dvr system less than a year and it has crashed and will not record or playback anything. Tried to get help under the warranty and swann just support now just keeps ignoring my emails when trying to get my issue with my dvr resolved. Definitely about to find a different brand going forward. Will not recommend due to poor customer service, dvr's are now poor quality and will fail and they will not honor the warranty.
6 July 2026
Unprompted review
Reply from Swann Security
Hi Shawn,
Thank you for sharing your feedback and for being a loyal Swann customer over the years.
We're sorry to hear about your recent experience and understand how disappointing it is when your DVR develops a problem within its warranty period and you don't receive the timely support you expected.
We can confirm that your warranty request is active and is currently under review by the relevant team. We sincerely apologize for the delay in providing an update. At present, we are reviewing and updating our internal processes, which may result in longer processing times than usual.
Please continue to monitor your email, including your spam or junk folder, as we'll provide you with an update as soon as there is progress on your warranty request.
We appreciate your patience and the opportunity to work with you toward the best possible resolution.
Your feedback is truly appreciated.
Mary – Swann Team
Very decent home security setup with Xtreem4k Eco Security Cam
Purchased 2x Swann Xtreem4k Eco Security Cameras with Solar and i have to say im extremely surprised by the build quality, video quality and how easy it was to install (took me less than 30 mins to get it mounted).
The best feature of their cameras is the included SD card for local storage recording and no subscription required to operate (almost every other camera on the market required some sort of subscription to use).
The security features are more than adequate, with the real time notification/recording picking up pretty much everything during the day, and about 80% at night (although you can always adjust cameras sensitivity in settings). There is also automatic lighting and siren options (the siren is very very loud!) as well as two-way speakers.
Their cameras are unfortunately let down by restrictive wifi tech (they only operate on 2.4ghz, and have issues with connecting first time round). And their app needs some usability improvements. I also wish the Swannshield AI Concierge was available on all cameras and not just the doorbells.
Overall, im more than satisfied with my purchase and will be looking to buy again for some indoor cameras for the dogs.
12 June 2026
Unprompted review
Reply from Swann Security
Hello there,
Thank you for your wonderful feedback. We're delighted to hear that you received a prompt response and the information you needed. Providing timely and helpful support is something we strive for, and it's great to know we met your expectations.
Thank you again for choosing Swann. If you ever have any questions or need assistance down the line, feel free to reach out to us anytime. We're here to help.
Your feedback is truly appreciated.
Mary – Swann Team
Delivered on time as promised
Delivered on time as promised, good packaging, instructions easy to follow. Replaced an older model that had served well. Up and running easily after repositioning cables etc.
24 June 2026
Reply from Swann Security
Hi Kevin,
Thank you for your feedback. We're delighted to hear that your order arrived on time, was well packaged, and that you found the installation instructions easy to follow. It's especially great to know that replacing your older Swann system was straightforward and that you had your new system up and running with minimal effort.
Thank you for continuing to choose Swann. We truly appreciate your loyalty and are pleased that your previous system served you well. If you ever have any questions or need assistance down the line, feel free to reach out to us anytime. We're here to help.
Your feedback is truly appreciated.
Mary – Swann Team
Customer Service
The customer service that I have received over these past two days has been excellent. Keep up the great work.
7 July 2026
Unprompted review
Reply from Swann Security
Hi There,
Thank you for your wonderful feedback. We're delighted to hear that you received excellent customer service over the past few days. Knowing that our team was able to provide you with a positive experience means a great deal to us.
Thank you again for your support and for choosing Swann. If you ever have any questions or need assistance down the line, feel free to reach out to us anytime. We're here to help.
Your feedback is truly appreciated.
Mary – Swann Team
Reply from Swann Security
Hi Gregory,
Thank you for sharing your feedback. We're sorry to hear that your experience with both our products and customer service has not met your expectations.
We'd appreciate the opportunity to investigate your concerns and work with you toward the best possible resolution. We will be reaching out to you via email to gather more details about your experience so we can review your case thoroughly and provide the best possible assistance.
Thank you for giving us the opportunity to make this right.
Your feedback is truly appreciated.
Mary – Swann Team
May I say how grateful I am to you
May I say how grateful I am to you, your colleague from Friday and the whole team at Swann Security. I so do appreciate the time, effort and welcomed support from you all.
I will have no hesitation in recommending Swann devices to many out here in my community.
My sincere thanks again
6 July 2026
Unprompted review
Reply from Swann Security
Hi SV,
Thank you for sharing your kind words and for taking the time to share your experience.
We're truly grateful for your appreciation and are delighted to hear that you received the support you needed from our team. It means a great deal to know that the time, effort, and dedication of our team made a positive difference.
If possible, could you please share your support ticket number? We'd love the opportunity to identify and recognize the team members who assisted you, including the colleague you spoke with on Friday, and pass along your wonderful feedback.
Thank you again for your trust in Swann and for recommending our products to your community. Your support means the world to us. If you ever have any questions or need assistance down the line, feel free to reach out to us anytime. We're here to help.
Your feedback is truly appreciated.
Mary – Swann Team
Misleading Practices and Products That Don’t Last
My original Swann CCTV system failed within two years. When replacing it, the engineer informed me that the supplied ethernet cables aren't even waterproof and that he regularly sees Swann systems fail, due to poor quality cabling.
I was advised that I needed additional items including a junction box, metal conduit and proper waterproof ethernet cables. I decided to give Swann another chance, though, this led to another bad experience.
When adding the items to the basket, a pop‑up appeared saying: “You Just Got £10 Off”, no asterisk, conditions, nothing.
Only after clicking the offer, there were hidden terms. Even though, the message clearly implied the discount had already been attained.
When communicating with Swann, they refused to honour the £10 despite screenshot evidence of their promotion and they also refused to use an ADR service to resolve the issue.
Update: I was hoping to see some change, but based on my experience I doubt it. Your customer service staff, specifically Faye at Swann Support, encouraged me to escalate the issue to TRADING STANDARDS!… despite Swann being at fault.
I repeat - The pop up stated “You Just Got £10 Off” and did not display any qualifying condition at the point the discount was presented i.e., no asterisk*. My complaint therefore remains that the promotion was misleading.
Their recent response only reinforced the poor experience. Given the previous product reliability issues and now this promotional negligence, it is disappointing to see the same pattern continue.
I am glad to be returning the Swann CCTV system, as this experience has shown that Swann consistently fails to meet even the basic standards of product quality and transparent customer support.
2 July 2026
Unprompted review
Reply from Swann Security
Hi Jay,
Thank you for sharing your feedback. We're sorry to hear about your experience and understand your disappointment regarding both your system and your recent purchase.
After carefully reviewing the promotional content you shared, we understand why the wording, "You Just Got £10 Off," may have given the impression that the discount had already been applied. However, the promotion also included a qualifying condition of "On orders over £100," which appeared below the "Join the Family" heading. As your order total was £89.94, it did not meet the minimum purchase requirement, so the discount could not be applied.
We understand that you disagree with this interpretation and feel that the promotional wording was misleading. While we're unable to apply the £10 discount or change the outcome of your purchase, we genuinely appreciate you bringing this to our attention.
Your feedback regarding the clarity of the promotion, as well as your concerns about your support experience, has been shared with the appropriate teams for review. Feedback like yours helps us identify opportunities to improve both our communications and the overall customer experience.
Thank you for taking the time to raise your concerns.
Your feedback is truly appreciated.
Mary – Swann Team
Agent was very helpful in resolving my…
Agent was very helpful in resolving my issues.
6 July 2026
Unprompted review
Reply from Swann Security
Hi Vangie,
Thank you for sharing your feedback. We're delighted to hear that our support agent was able to resolve your concerns and provide the assistance you needed. Delivering helpful and effective support is something we strive for, and it's wonderful to know you had a positive experience.
Thank you for choosing Swann. If you ever have any questions or need assistance down the line, feel free to reach out to us anytime. We're here to help.
Your feedback is truly appreciated.
Mary - Swann Team
Replacement hard drive.…
Whilst I much preferred my old swann system, this new one is brilliant most of the time but it is far from perfect.
It falls down when capture is most needed.
So the old system wins by far.
22 June 2026
Reply from Swann Security
Hi Alan,
Thank you for sharing your feedback. We're pleased to hear that you're enjoying your new Swann system overall. However, we're sorry to hear that it hasn't consistently met your expectations, particularly during the moments when reliable capture is most important.
We'd appreciate the opportunity to review your system's configuration and investigate the behavior you're experiencing. There may be settings or adjustments that can help improve event capture and overall performance.
Please feel free to reach out to us at tech@swann.com. We'll be happy to investigate further and work with you toward the best possible resolution.
Your feedback is truly appreciated.
Mary – Swann Team
Swann products are great
Swann products are great. The amount of info available for problem solving online is amazing. It's really quite impossible to get to speak to a person to get help but they do seem to have covered all bases with the help pages so with a bit of tech knowledge I solved my issue. Big thanks
21 June 2026
Reply from Swann Security
Hi Roger,
Thank you for sharing your feedback. We're delighted to hear that you're enjoying your Swann products and found our online support resources helpful in resolving your concern. It's great to know that the information available enabled you to get your system working again.
We also appreciate your feedback regarding contacting our support team. We understand that speaking directly with a representative is important, and we'll be sure to share your comments with the appropriate team as we continue working to improve our support experience.
Thank you for choosing Swann and for your continued support. If you ever have any questions or need assistance down the line, feel free to reach out to us anytime. We're here to help.
Your feedback is truly appreciated.
Mary – Swann Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.