@Nadeem I dont know where you are from but instead of emailing them, maybe it’s best to call them. This way you can convey not only the situation but also the response you got from the vendor and hopefully you can get this resolved.
United States
+1 (800) 988 7973
Mon-Fri 09:00-17:00 (PT)
United Kingdom
+44 (0) 1604 936 200
Mon-Fri 06:00-11:00 (GMT)
Germany
+49 (0) 69 9579 7960
Mon-Fri 06:00-11:00 (CET)
Japan
+81 03 4455 7823
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@tank, @Nadeem is our friend from Australia. There is no existence of Anker Customer support or sales team in that region I believe, and the products are sold though the dealer channel such as JB HiFi. Hence the warranty policy of JB supersedes in my opinion.
In this case then yea, JB would be responsible for the warranty.
This is a known issue were you using the cameras in a cold environment?
Thanks. Yes I am from Australia. I will take them again to JB HiFi where I bought these from and see what they say.
Well, it was winter here, but it doesn’t go below freezing. In any case, it should be working in all environments. Thanks, yes I will let JB Hifi know that it is a known issue.
Good luck buddy and let us know how it went.
So, I took to JB HiFi again with all my correspondence with Eufy support. They have taken these cameras and will send back to Eufy for repair. Will know in 2-3 weeks if they can be repaired or they would replace them.
Great and glad you got helped out. Most probably you will get replacements.
If its under warranty you should demand a replacement.
But even NOT under warranty it should be replaced,
Support refused to replace mine. I am out of the 12 month warranty… shame on you Eufy. This seems to be a serious problem, a lot of ppl with kickstarter eufy cams had that problem. They should replace it without any questions.
I wrote back that I do not agree with their approach, and that a lot of ppl. are having this problem. At least here in germany, we have an extendet 12 months warranty (12 + 12, total 24),…
Same thing happened to me.
Contacted customer service about my cracked lens and was told that nothing could be done since I’m beyond the one-year limited warranty. I then escalated my case to a manager and was told the same thing. As a consolation, I was offered 20% off another Eufy product… as if I would buy anything from this company ever again!
Unfortunately, it seems like the Eufycam is crap, and Eufy does not stand by their products. Buyer beware.
Please see direct link: +++ eufy cam QUALITY PROBLEM discussion +++ (including picture and video!)
There you can see my 2nd eufy cam (out of about a dozen i have in the meanwhile) whose lense cracked!
I bought mine from JB HiFi, and took it back to them and told them it it s known issue, showing this forum. They took the cameras back for investigation and a week later, provided me new cameras. The new ones are working fine since then.
Thanks.
I have also taken it back to JB-HiFi and they have put it for service.
This will take time.
Thanks
Not happy about this as I have also recommend and they have also got this same model
1st cold snap in the UK and it’s not even that cold, 6c outside and this is how both cameras are reacting, I haven’t looked at the lenses yet but I’m fearing the worst, 11 months old, They did something similar with the cold weather when I installed them last December but nowhere near this bad, I’ve a funny feeling these are cracked, I will check them when I have access but if they are not cracked what is the point in security if they react like this with a little cold weather?
Nevermind I’m sending them back for a refund, Useless if they can’t be used for 4-5 months of the year, The whole point of security cameras is in the winter mainly when it’s cold.
