Very disappointed with Defender Cameras and their customer support.
Very disappointed with Defender Cameras and their customer support.
I already owned a Defender system with 3 cameras, and nowhere during the cloud subscription purchase process was it clearly explained which camera models were actually compatible with that specific cloud plan. Because of that lack of information, I ended up purchasing the wrong cloud service.
After realizing the issue, Defender refused both options that any reasonable company should offer in this situation: either refunding my money or changing the cloud subscription to the correct compatible version. Instead, they simply blamed the purchasing process and said they could not help.
Trying to reduce my losses, I even purchased another model called Defender Go because it was cheaper and I thought it would at least work with the cloud plan I had already paid for. But again, nowhere was it clearly stated that Defender Go cameras use a completely different app and are NOT compatible with the regular Defender cloud service.
So now I’ve had problems TWICE:
- My original 3-camera system became basically useless for the cloud plan I purchased.
- I had to spend more money trying to fix the situation myself.
- I still lose the money from the incorrect cloud subscription.
- Customer support was extremely slow and unhelpful the entire time.
Yes, I may still be able to return the Defender Go cameras, but that does not solve the fact that I am still taking a financial loss because Defender failed to clearly explain compatibility between their own products and services.
A company should make compatibility information obvious BEFORE customers pay. This entire experience has been frustrating, confusing, and unnecessarily expensive.
I already owned a Defender system with 3 cameras, and nowhere during the cloud subscription purchase process was it clearly explained which camera models were actually compatible with that specific cloud plan. Because of that lack of information, I ended up purchasing the wrong cloud service.
After realizing the issue, Defender refused both options that any reasonable company should offer in this situation: either refunding my money or changing the cloud subscription to the correct compatible version. Instead, they simply blamed the purchasing process and said they could not help.
Trying to reduce my losses, I even purchased another model called Defender Go because it was cheaper and I thought it would at least work with the cloud plan I had already paid for. But again, nowhere was it clearly stated that Defender Go cameras use a completely different app and are NOT compatible with the regular Defender cloud service.
So now I’ve had problems TWICE:
- My original 3-camera system became basically useless for the cloud plan I purchased.
- I had to spend more money trying to fix the situation myself.
- I still lose the money from the incorrect cloud subscription.
- Customer support was extremely slow and unhelpful the entire time.
Yes, I may still be able to return the Defender Go cameras, but that does not solve the fact that I am still taking a financial loss because Defender failed to clearly explain compatibility between their own products and services.
A company should make compatibility information obvious BEFORE customers pay. This entire experience has been frustrating, confusing, and unnecessarily expensive.
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Response from developer
Hello Daiana, We’re very sorry to hear about your experience and understand how frustrating this situation has been. We appreciate you taking the time to share your detailed feedback regarding the cloud subscription compatibility and setup process. We would like the opportunity to review your case further and see how we can help. Please email us at support@defendercameras.com with your order details. If you have already contacted our support team, please provide your ticket number so we can locate your case and assist further. Best Regards, Stephanie | Defender Customer Experience Expert
Ads on lock screen
I have ads turned off in the settings yet I’m still shown ads for Defender services. I am already a customer. Stop trying to extract more money from me.
Can’t register (fixed)
Update: initial chat conversations were frustrating, but company fixed the issue. Email conversations were helpful. Cameras are great so far. Updated from 1 to 4 stars. Original review: Bought via Costco and have to return. The app won’t send me a verification code to register and set up the product. Can’t use it. Company was not helpful in repeated attempts to rectify.
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Used to Work Great on macOS… Now It’s Broken
I used to rely on Defender Guard on macOS, and honestly it worked pretty well before. But lately it’s been a mess.
After recent macOS updates, it either doesn’t run properly or just fails silently. Features that used to work are now unreliable, and troubleshooting feels like guesswork. For something that’s supposed to provide protection, that’s a pretty big problem.
It’s frustrating because it used to be solid. Now it feels like the macOS version has been neglected or broken by updates, and there hasn’t been a clear fix.
Wouldn’t recommend it on Mac right now unless they address these issues.
After recent macOS updates, it either doesn’t run properly or just fails silently. Features that used to work are now unreliable, and troubleshooting feels like guesswork. For something that’s supposed to provide protection, that’s a pretty big problem.
It’s frustrating because it used to be solid. Now it feels like the macOS version has been neglected or broken by updates, and there hasn’t been a clear fix.
Wouldn’t recommend it on Mac right now unless they address these issues.
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Trash
My neighbours passed away in a fire two days ago and the camera caught nothing. It says I need a sad card. Absolute garbage. Just devastating this could have saved or give us a reason to how the fire started don’t buy
