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
Can’t register
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.
Garbage ads
They never list whats in the next update .. now i have ads in my way. Everything seems to have ads running everywhere.
Overall good, but ads?
The app was great a few years ago but got bloated up with proposed subscription plans and recently even started sending notifications for their cloud services. Very annoying.
Ads. Reduced features.
Recently the app got an update that improved the user interface, however, I’ve started receiving annoying ad notifications and the app opens up to a several second long full screen un-skippable ad. This aggressive advertising is not only annoying, but a security issue when I need to respond quickly to a camera event.
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so annoying
I cannot even login to my app. I successfully reset my password and still, at last step I get a red memo with login failure. I’m foing to take your cameras back to Costco! Enough of this nonsense!
App Worked great
I had no issues with this app in the time Ive been using it , it functioned as intended.
Cameras stopped recording
After the update of the App several cameras stopped recording. Still not working.
No post-recording duration setting upon detection & cannot download videos
The app requires post-recording duration setting. Please add that. Now, the recording file just stops as soon as after it detects a human or a vehicle. I have to manually go to all recordings folder to check the rest of the detection. Also, there should be a convenient way to just download the videos, not recording again and having screenshots.
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AI detection
I don’t know if it’s the app or the camera but notifications keep going off to my park vehicles. I keep getting vehicle detected notifications at random intervals. For this reason I am taking 1 star.
Other than that the application does what it is supposed to do.
I love the cameras the quality of video and the device itself is great.
Other than that the application does what it is supposed to do.
I love the cameras the quality of video and the device itself is great.
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Fails to track.
The camera for some reason, when in the tracking mode will pick up a subject, begin to track that subject then just stop while the subject is still in frame. This usually occurs when tracking from left to right. Tried to correct the issue to no avail.
Camera Auto-Movement & App Logout Issues
PT camera shifts from set position, HD switches to QHD, and the app keeps logging out even with quick pass, on the latest 3K Tri Lens.”
Awesome product
Fully satisfied with this security camera.
Problems
Seems to be ongoing issues. Difficult to register and set up
No notification
The app is not given any notifications. Everything seems to be enabled but notifications are not popping up. I have to manually open app every time to view footage
3K Plus
Les détections ne sont pas enregistrés. Seulement quand je clique sur enregistrement continu que l’enregistrement fonctionne.
