LM
Letlhogonolo M
1 reviews | Active since May 2016
18 Jan 2022, 00:00
Outsurance home camera system service provider proving to be unreliable
In December 2021 our home camera system was replaced by Outsurance. Since receiving it we have not gotten full benefit from it since we have not been able to connect one of the cameras (located in an important part of our home) and load the app on our handsets for monitoring. We have not been successful in identifying whether the fault lies with the system or not and reached out to the service provider for assistance shortly after we received the system. Since approximately 22nd December we have been promised someone to assist, with no follow through. Since the Outsurance service provider is proving to be unreliable, please can Outsurance assist in locating the source of the problem before it’s too late to return the unit of it is faulty?
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Replies (2)LM
Letlhogonolo M's updateReviewer Update
18 Jan 2022, 21:23Good Evening,
Thank you to Outsurance for the manner they handled the matter today.
I am sad to report however that I am even more concerned now after attempting to connect the DAHUA 16 channel DVR box to our mobile handsets and discovering that the box already had a username and password we know nothing of. At the time this was happening, a company called DSTV Smart Vision had been sent by the service provider to assist us. Before they left, they billed us a hefty R1800 and left without setting the username and password saying they can assist us remotely once we have the username and password - which we do not have.
We then inquired on whether it is the norm that an already configured box would be dropped off by a service provider and was told that it is highly ******* for a box to be configured by anyone else but yourself due to the security breach that is associated with such an activity. As things stand, we do not know how many individuals have the username and password of the box and who can access the cameras to our home. My husband then raised a point that when he received the DVR box, it was just dropped off in the box that was not even covered in a plastic bag (as most new items).
I also then remembered that when we spoke to the service provider the first time (after the claim was approved), he mentioned that he had no stock of the box. Then shortly thereafter, he mentioned that he managed to make plan. It appears to us that the plan was made with this already configured box that we can do nothing with. We now do feel comfortable continuing with this compromised DVR box and request that it is removed from our property for security reasons. We are happy to get quotes/a quote from a reputable service provider to send to Outsurance. We have lost time, feel exposed and lost R1800 today we did not expect to pay in our attempt to get assistance. Please let us know if we can go and source a quote from a separate service provider and purchase a box we setup ourselves for peace of mind and our safety?
Thank you to Outsurance for the manner they handled the matter today.
I am sad to report however that I am even more concerned now after attempting to connect the DAHUA 16 channel DVR box to our mobile handsets and discovering that the box already had a username and password we know nothing of. At the time this was happening, a company called DSTV Smart Vision had been sent by the service provider to assist us. Before they left, they billed us a hefty R1800 and left without setting the username and password saying they can assist us remotely once we have the username and password - which we do not have.
We then inquired on whether it is the norm that an already configured box would be dropped off by a service provider and was told that it is highly ******* for a box to be configured by anyone else but yourself due to the security breach that is associated with such an activity. As things stand, we do not know how many individuals have the username and password of the box and who can access the cameras to our home. My husband then raised a point that when he received the DVR box, it was just dropped off in the box that was not even covered in a plastic bag (as most new items).
I also then remembered that when we spoke to the service provider the first time (after the claim was approved), he mentioned that he had no stock of the box. Then shortly thereafter, he mentioned that he managed to make plan. It appears to us that the plan was made with this already configured box that we can do nothing with. We now do feel comfortable continuing with this compromised DVR box and request that it is removed from our property for security reasons. We are happy to get quotes/a quote from a reputable service provider to send to Outsurance. We have lost time, feel exposed and lost R1800 today we did not expect to pay in our attempt to get assistance. Please let us know if we can go and source a quote from a separate service provider and purchase a box we setup ourselves for peace of mind and our safety?
LM
Letlhogonolo M's update18 Jan 2022, 21:23
Reviewer Update
Good Evening,
Thank you to Outsurance for the manner they handled the matter today.
I am sad to report however that I am even more concerned now after attempting to connect the DAHUA 16 channel DVR box to our mobile handsets and discovering that the box already had a username and password we know nothing of. At the time this was happening, a company called DSTV Smart Vision had been sent by the service provider to assist us. Before they left, they billed us a hefty R1800 and left without setting the username and password saying they can assist us remotely once we have the username and password - which we do not have.
We then inquired on whether it is the norm that an already configured box would be dropped off by a service provider and was told that it is highly ******* for a box to be configured by anyone else but yourself due to the security breach that is associated with such an activity. As things stand, we do not know how many individuals have the username and password of the box and who can access the cameras to our home. My husband then raised a point that when he received the DVR box, it was just dropped off in the box that was not even covered in a plastic bag (as most new items).
I also then remembered that when we spoke to the service provider the first time (after the claim was approved), he mentioned that he had no stock of the box. Then shortly thereafter, he mentioned that he managed to make plan. It appears to us that the plan was made with this already configured box that we can do nothing with. We now do feel comfortable continuing with this compromised DVR box and request that it is removed from our property for security reasons. We are happy to get quotes/a quote from a reputable service provider to send to Outsurance. We have lost time, feel exposed and lost R1800 today we did not expect to pay in our attempt to get assistance. Please let us know if we can go and source a quote from a separate service provider and purchase a box we setup ourselves for peace of mind and our safety?
Thank you to Outsurance for the manner they handled the matter today.
I am sad to report however that I am even more concerned now after attempting to connect the DAHUA 16 channel DVR box to our mobile handsets and discovering that the box already had a username and password we know nothing of. At the time this was happening, a company called DSTV Smart Vision had been sent by the service provider to assist us. Before they left, they billed us a hefty R1800 and left without setting the username and password saying they can assist us remotely once we have the username and password - which we do not have.
We then inquired on whether it is the norm that an already configured box would be dropped off by a service provider and was told that it is highly ******* for a box to be configured by anyone else but yourself due to the security breach that is associated with such an activity. As things stand, we do not know how many individuals have the username and password of the box and who can access the cameras to our home. My husband then raised a point that when he received the DVR box, it was just dropped off in the box that was not even covered in a plastic bag (as most new items).
I also then remembered that when we spoke to the service provider the first time (after the claim was approved), he mentioned that he had no stock of the box. Then shortly thereafter, he mentioned that he managed to make plan. It appears to us that the plan was made with this already configured box that we can do nothing with. We now do feel comfortable continuing with this compromised DVR box and request that it is removed from our property for security reasons. We are happy to get quotes/a quote from a reputable service provider to send to Outsurance. We have lost time, feel exposed and lost R1800 today we did not expect to pay in our attempt to get assistance. Please let us know if we can go and source a quote from a separate service provider and purchase a box we setup ourselves for peace of mind and our safety?
OUTsurance's replyOfficial
21 Jan 2022, 10:03Good day Letlhogonolo,
Thank you for bringing this matter to our attention.
Your overall claims experience was most concerning and after responding privately to your review we escalated the matter to our client liaison team.
We can confirm that Keitu has been in contact with you to address your concerns and to discuss the way forward. A new unit has been ordered and once the supplier has received the new unit we will schedule an appointment for the installation.
Thank you for giving us the opportunity to look into the matter.
We are sorry for the inconvenience caused.
Regards,
OUTsurance
Thank you for bringing this matter to our attention.
Your overall claims experience was most concerning and after responding privately to your review we escalated the matter to our client liaison team.
We can confirm that Keitu has been in contact with you to address your concerns and to discuss the way forward. A new unit has been ordered and once the supplier has received the new unit we will schedule an appointment for the installation.
Thank you for giving us the opportunity to look into the matter.
We are sorry for the inconvenience caused.
Regards,
OUTsurance
OUTsurance's reply21 Jan 2022, 10:03
Official
Good day Letlhogonolo,
Thank you for bringing this matter to our attention.
Your overall claims experience was most concerning and after responding privately to your review we escalated the matter to our client liaison team.
We can confirm that Keitu has been in contact with you to address your concerns and to discuss the way forward. A new unit has been ordered and once the supplier has received the new unit we will schedule an appointment for the installation.
Thank you for giving us the opportunity to look into the matter.
We are sorry for the inconvenience caused.
Regards,
OUTsurance
Thank you for bringing this matter to our attention.
Your overall claims experience was most concerning and after responding privately to your review we escalated the matter to our client liaison team.
We can confirm that Keitu has been in contact with you to address your concerns and to discuss the way forward. A new unit has been ordered and once the supplier has received the new unit we will schedule an appointment for the installation.
Thank you for giving us the opportunity to look into the matter.
We are sorry for the inconvenience caused.
Regards,
OUTsurance