Amcrest Reviews 116

I have had amcrest for over 6 years and foscam before that. Foscam support was non existent so we bought amcrest cameras. The support was great but has gone to almost nonexistent. We have cameras we pay monthly for cloud recording and cloud recording stopped which is not good to watch your restaurant and bar. They still bill me and I have called several times to get remote workers that have no idea what they are doing. I have been told by the tech support on the phone it is better to email support but that has failed several times at the email amcrestsupport. I asked why my recordings were not working and they said "we would be happy to stop your service" Sad but so much money and time into good hardware to be broadsided by bad customer support.

The product is ok, but the customer service is extremely bad. I bought the Amcrest ASH21-W Baby Monitor camera on Amazon where it says: "Also compatible with Amcrest NVRs". However, I could not add it to the Amcrest NV4108E-HS 4K 8CH POE NVR that I also bought from Amazon. I opened a ticket with Amcrest support and it lasted about 1 year, and did not go anywhere. Why I found Amcrest customer service was bad? I have the specifics from my experience:

-They asked questions whose answers I had provided.
-Their response showed that they did not read my emails or understand the problem reported.
-They did not respond to my call requests.
-It took many follow-ups to received a response.
-They lied, on multiple occasions.
-The support manager did not even acknowledge my feedback. Also, instead of focusing on the problem, he talked about how the problem was not Amcrest's fault.

Received an Amcrest AD110 Doorbell for Christmas. Doorbell installed on a home with an existing doorbell transformer, no issues. When moving to a new home, the doorbell was re-installed on a new transformer and worked just fine. After about a month or so, the doorbell stopped working. I contacted Amcrest to honor their warranty and they refuse to do so since their policy requires an original receipt. So since this was a gift, I have no ability to get the product replaced according to their advertised warranty.

Also, a few months back I tried to buy a transformer directly from Amcrest via Amazon. Amcrest shipped the product directly, but they never actually shipped it. They simply placed a tracking number on file and the package was never even accepted by USPS. When I requested a replacement, they stated that that they were "out of stock" and didn't know when the items would be back in stock. I then had to file a claim with Amazon to get my money back. Don't trust this company. They are in the business to sell and run.

With all the software junk I've seen flood the market in recent years, now comes Amcrest who knows what they are doing and does it right. Bought AD410 doorbell and two ADC2W detterent cameras. Easy set up. App can be difficult to navigate through at first, but then becomes easy with repeated use. Spoken as a copyrighted Professional Engineer.

I reached out to the online chat and received this response, "Agent Pamela has received your message and will be right with you." Well, after several hours I finally ended the connection. I also called, and I received a message stating that I had reached them after business hours--the time was 10:30 am MST. It also stated that their voice mail was full. Is this a real company? I can do better with the local mom & pop shop.

I bought 2 AD410 doorbells, the first died within a week, the second lasted less than 5 minutes. I phoned support and they told me support was only available online. I filled out the online support form, and 2 weeks later all I can get is "we're looking into it" and a complete refusal to discuss any solutions. I reviewed the product on their website (per amcrest's email asking me to do so) and was honest. Amcrest replied that I should email escalations. I did, and several days later I have received no response. 2 weeks in to this support nightmare and I can't get any useful reply.
*EDIT* in reply to this review, they told me to email escalation, apparently not even getting the fact that I did that already and nobody is replying there either.

I requested a new item and I have received it back with no problems or delays, they were helpful and communicated through the whole process and were very quick to respond to the issue and were detailed in telling me and guiding me through the process. Overall great experience

I dont know who these people are but ive called amcrest tech support and on both occassions was treated excellently they stayed on the phone for ever because im not tech savoy but they helped just yesterday jaden a awesome person from their tech department saved my life i had updated my wifi and all my wifi cameras all 8 had to built reset to the new wifi what a nightmare but he walked me through the whole process he did 99 percent of the work through his end using my computer they are awesome so all you complainers and haters be nice thank jaden because of you i will always buy amcrest thank you

I have been back and fourth with this company several times. the first time the DVR fried up and burnt up a camera. second time the sales person sold me indoor cameras for the outside. now the third time (not sure why I keep giving them a chance) the order was placed on july 16 and then shipped on the 20th now 8 days later and 4 rescheduled deliveries (made by fedex) the order is still not here and is delayed and rescheduled once again. I have reached out to a manager of amcrest and he pushed me off to the shipping company which I emailed but have gotten no response from, called fedex about 12 times and keep getting the same response "im sorry about the inconvenience and understand ect..." but still no answer to where the package is so I reached out to amcrest via chat and now I am being ignored by the representive.

This is one of the worst companies ever experienced. Their basic support team is woefully incompetent etc. I purchased an NVR and 18 cameras. It was sporadic at best from day 1. Instead of noting my account and replacing the system I have called tech support 40+ times from 2019 to now. No one solved the problem expeditiously. After years wasted I finally replaced one camera and the NVR was properly set up a few days ago. Tier 3 support hung up on on me without incident during one call and left for the weekend with my system totally disabled. Then they blocked me. My cell number after that call always gets a busy signal and is no longer able to get through. All other phones work to get through. I want my phone # unblocked and some sort of credit/compensation or free product for the years of headaches, disrespect and atrocious tech support and RMA support.

On July 9, 2020 I had bought a two pack Amcrest security camera. 10 months later I had to charge them every week. I called Amcrest and they wanted me to send both cameras back and they would send me new ones. I had taken the extended warranty at the store I had purchased it at. If they sent me new cameras it would null and void the extended warranty. It was still under manufactures warranty. I asked if they could just replace the batteries. They finally agreed and I had to send the batteries back. I had sent them the receipt to show that I had purchased the cameras. I feel being they are security cameras they should had sent me the batteries and then even though I had to charge them weekly at least we would have security. So for the meantime I have no security cameras. At this point I would not order the Amcrest security cameras again.

We purchased $15,753.02 in cameras, NVR's and cases for our buildings. They were working recording about a month until around New Years we went to look back at a incident that occurred then discovered that all the model NV4108E-HS are recording around 1 week. All at once. We need to at lease get 3 weeks and we were. One of the support technicians agreed that we should be getting that much more time. The service was good, support was there for us. We preformed the service that they asked us to do but a few of the NV4108E-HS did not change. I tried with many emails and call. Calls go to voicemail with no response. I cant reach anyone there. This was before the cold snap in TX too. Now we are 8 days away from our warranty running out. We want all 18 NVR's replaced while we still have 8 days left for warranty. We call, message chat, and email support to try and get help Does Amcrest still exist? is there anyone there for support?

Amcrest have the worst customer service. I have order the dvr system by mistake and request for them to cancel the dvr invoice. I place another order for the correct system which is the nvr system. They canceled all the orders. It took 6+ emails and 2 chats and 2 voice calls and yet they managed to screw up my order. I don't know how this company will flourish in the future with poor customer services. The trust is not there and their reputation is slipping through the cracks. Would I recommend their products to my company, family or friends? I would if their services are up to par but unfortunately that's not the case. If you are looking to buy a security system I would recommend using another company that have better customer services otherwise you'll have to deal with a lot of frustration and headaches. Btw if you notice, most of the responses on here are scripted. Instead of reassuring how they can improve on their services, they've asked frustrated customers to fill out another form.

To the CEO of Amcrest,

It looks like you have failed to address the customer service issues for years. Maybe you are not fit to be the CEO of this company. Please resign so someone else can take the opportunity to make the company better.

I've had a wireless Amcrest camera in my kitchen for several years. The initial setup was somewhat frustrating, but ultimately successful. Recently my cable company (GVTC) replaced the router at my house. Re-establishing the camera connection wirelessly simply didn't work. Not because there was any issue with the new router, but because the Amcrest setup did not proceed properly. One step advises that your phone needs to be held close to the camera and the phone will emit a sound. No sound came from the camera. I removed the camera and connected it to the router via cat-5 cable. The setup was then successful. I returned the camera to its location and was able to view it wirelessly on my phone. When I attempted to pair another phone, which had been previously connected without incident, it simply would not complete the setup process. When going through the menu to connect to the camera I kept getting the message "Device already exists." Of course it does, I'm connected on another phone! What part of adding a second phone could be so difficult? All it is doing is connecting to an existing feed through my router. Except it doesn't. My most recent attempt to do this using the Amcrest app freezes after asking for the router password. I'm done. It's obviously time to find another manufacturer who can actually make a fairly simple internet connection without having to have a degree in information technology. Bye, Amcrest.

I recently bought the Amcrest 1080P webcam AWC195-B, I have been using it for the past two weeks, and I'm really pleased with it. It's perfect for what I need, with really clear video and audio, and is an awesome addition to my home office setup. It was super easy to set up too. The camera easily connects to the top of my monitor, and can easily be adjusted to get the best angle. Would definitely recommend.

I was desperate to start using my GPS tracker after one of my sons who was having mental health issues said he was leaving for five days. I made a mess of trying to restart my old account. I told Sophia P my problem, late Friday afternoon and could not wait until Monday. She stayed on the phone with me for an hour trying to get my GPS started again. I am pretty sure that she stayed after hours just to help me. She was calm and resourceful and stuck with me until the problem was solved. I am so grateful for the kindness that she showed. I hope Amcrest knows what a truly wonderful employ they have!

Amcrest has terrible pre-sales Customer service.

I am in the market for a video doorbell and saw the Amcrest 1080P Video Doorbell Camera Pro which looked interesting. When entered their website was greeted with a chat window right away. Opened the chat and asked a question. After a long delay, no answer chat ended all by itself. Weird I thought so when chat reappeared I tried again same scenario. On third time, i simply asked the question if they were going to answer or ignore me like the other two attempts. Guess what...chat ended with no response. So no as I type this review I am on hold with the telephone support for sales. I got someone from overseas who kept asking me to repeat my questions (wanted all so they could get answers at once). I now appears that I am being ignored again as I have been waiting for the sales person to come back with my answers. Not happening so by the time I finish this review I will undoubtedly not receive further communication from them.
Since the my purchase is contingent on getting suitable answers to my questions, their lack of response seems, to settle that I will not be purchasing anything from Amcrest now or in the future and as such will unsubscribe from their email list. Too bad you don't want my business now or in the future. How a company with such bad customer feedback as seen here on Trustpilot's website ever hopes to succeed in the future is beyond me - and I don't even have a product yet!

Based on their response below, I will not waste any more time in contacting their support via email. They should make sure that their web chat works as it should and not just pretend to care by offering it.
I will not be buying from them in the future.

Update...
A customer service manager located a power which no one else at the company could seem to find.
Still not happy with the many attempts made over months to locate this cable.
I've upgraded the rating to 3 stars to reflect this.
Bought a camera from them a few years ago. The power cord got lost in a cross-country move. Been looking for one for almost a year. The company doesn't have any, or even know when they might get some in stock.

When I reached out to customer service to locate a power cord, I was instructed to push the reset button on the back of the device and wait for the LED light. I asked the lady if she understood that I was trying to buy a power cord. She then provided me with a manual just in case I couldn't find the button. When asking one more time if she could help me locate a power cable, I was not provided an answer. I mentioned that this must be some kind of sick joke and she ended the chat.
I called the phone number to find the answer to my question and the lady there would only say that they were out of stock. When I queried when they would be back in stock, the lady sat silent. When I asked if she was ignoring me, she relied, "yes".
There's Customer Service for you...at least she was honest.
Don't waste your money or time with this company.

I have reached out to the company as requested and am awaiting a resolution as Carlos B has promised.

I just completed an Amcrest technical support call with Toby regarding my dvr and cameras and was very pleased with his professionalism, knowledge and patience during the process. Everything that could have went wrong on my end during the call went wrong, yet he remained calm, courteous and steadfast until I was back on-line. : )
His experience and customer service abilities were much appreciated.
Brian

Worst customer service. Do not buy from Amcrest. You will regret it.