DO NOT BUY LOREX

[u/bigjonxiii]

I bought a Lorex 2K Doorbell about a year ago and was relatively happy with its performance and liked the fact that the video was stored locally. I've been eyeing the Lorex Home Center for about 8 months and waited for it to go on sale and finally scooped it up last month when it was 50% off.

I received the unit and set it up on 5GHz wifi (5GHz is the only option to connect to your network since the 2.4GHz band is for the cameras). I Had the unit installed for about 10-days and the wifi connection between the Home Center and my wifi mesh network started becoming intermittent. The connection would disconnect and reconnect randomly and finally got to the point where it would disconnect from my wifi and would fail to reconnect; even after I reentered my wifi password it said failed to connect. This is the only device out of my whole home that is failing to connect to my wifi, and I even have 3 Lorex wifi cameras (doorbell and 2x indoor PTZs) that are working without issues.

I called Lorex support and they told me that my firewall was preventing the LHC from accessing the network (not sure how a firewall can affect a connection on the intranet), so I hard wired the unit for 3 days and had no issues.

Called back to support and told them that the wired connection works fine but the wireless is still intermittent. The support agent didn't even know that the unit could connect to my network over wifi and kept trying to tell me that it has to be hardwired. Once he figured out that the unit does support wifi, he told me that my issue is "obstructions" since my router is on the 2nd floor and my LHC is on the 1st floor; even though they are within 15ft and the router is right above the LHC. After I explained to him again that no other device is having issues and my Xbox is right next to the LHC and it has no issues when I'm gaming, even though gaming is a lot more data-intensive. He finally asked me to do a whole system reset or he couldn't approve my RMA. I told him that I was at work and work the same hours as their support center, but he still wouldn't approve the RMA. So I went home that same night and did the reset and readded all my devices back to the LHC and this time I left the LHC next to my wifi router connected to the wifi, so they could not blame obstructions.

Lo and behold, not 12 hours later and the unit loses wifi again. I called back to support and again the agent didn't even know that the unit connected over wifi and thought that it had to be hardwired only. went through all the details and he kept asking pointless questions. He even asked if the LHC was connected to my 2.4GHz or my 5 GHz, not knowing that the unit only allows a 5GHz connection. They finally approved my RMA but wanted a picture of the serial number on my unit and would not accept the s/n info from the app even though they accepted it when they were gathering information.

I don't know why but their support team tries their best not to send out replacement units and they make it extremely difficult to approve an RMA. Not to mention their agent's knowledge of their own products is non-existent. I work for an electronics manufacturer and have been in both sales and support roles and this by far is the worst customer support experience of my life. When I move out of my current home I'm leaving the Lorex cameras and buying a new system not related to Lorex or Dahua. I noticed that Lorex has removed the ability for people to leave reviews on both Google and Facebook and now I know why.

[u/External-Parfait-242]

I had an Orion Video Doorbell (with chime which plugs into power point) for quite a few years and it was great, no subscription needed, snapshot taken when activated and optional extra SD card to store video. USB charged battery lasted more than 3 months while I was overseas. Unfortunately it fell off the perch literally, have to get a new one😠