PolarisUSA has been racist to us. Polaris USA refuse my return within 14 days and to refuse my repair unfuctional CCTV with an active warranty, sale wrong item in a boxs, wrong label in a box and wrong instruction, very Poor customer service after sale, Polaris USA is a bab Business
I purchased a product based on conversations with their sales staff. I paid more than $5,000.00 for this CCTV system.
I found that the specification sheet and actual specifications of the unit to be different, and wrong instruction. and their support on a dead-out-of-the-box product was infuriating. It took more than 4 weeks to get a replacement on a Security Camera, (a defective product!) and then when the replacement was defective as well.
Polaris USA tried to refuse the warranty of the product that they sold to us. When we request the RMA the CEO with CFO (Tracey Barnes) gets mad easily. Her hand and her face shakes badly. Then she shook her head! She also called me obliterate. She said we destroyed the security camera IR Cut off Filter and the hard drive of the DVR HD recorder system. The IR cutoff Filter is always inside the camera when the camera changes from day to night/night today.
Now the NEO2 DVR - 16 channel network HD recorders with paying the extra x2 Seagate 1TB hard drive SATA, and the second one is S/n# 5QJ0KN which was 5 years warranty which is error and not working at all, then they repair and exchange it to 3 years warranty that is Western Digital with S/n# WCAU464082, why not 5 years warranty why is 3 year warranty and why they change the Hard drive Manufacture from Seagate to Western Digital with less warranty time.
They cannot prove to me and to BBB that the Western Digital Hard drive is 5 years manufactory warranty but i can prove to them that the Western Digital Hard drive is 3 years manufactory warranty from Western Digital email and website.
This un-functional HVS-D550DN security camera, because the IR Cut off Filter is not working correctly (a defective product!) .
The security camera housing they sold us was incorrect. The security camera housing was supposed to be a 24volt, but they gave the product that is in the box that was 12volts. The box labeled 24volts and the receipt showed 24volts, but inside it was actually a 12volt. They knew the camera housing was the wrong voltage, because they only have the 12 voltage housing with the IR LED. They had lied on the receipt and the label on the housing box, and that is very dangerous. The camera housing is to protect the security camera. They sold us the wrong voltage item, wrong item in the box, and we paid for the 24 volt camera housing, but they gave us the 12 volt camera housing inside the 24 volt box. We paid for 10 ODH-1100HB-IR (Outdoor Housing with IR Heat/Blower, 24V AC, Beige). The same problem for The Centralized Power Supply.
We brought two different brand name cameras Model with the color Dome camera model (2 of DVM-540), and the instrutions in the Dome camera box are not the same as the Dome camera DVM-540
BEWARE and BECAREFULL to shop at Polaris USA Video Incorporated is a polarisusa dot com.
BEWARE and BECAREFULL to deal with Polaris USA company.
Tracey
Norcross,#2UPDATE Employee
Wed, September 26, 2012
This Rip-Off report that was filed years ago continues to slander my name and is just plain - NOT TRUE. Of course, the rebuttal is not as easily viewed as the complaint. It must not be as interesting.
This customer was provided with a multitude of replacements for the one camera he continued to use and abuse. After his 15th return of the same camera - a model we sold 271 times with NO RETURNS, we politely asked him to leave. His yelling/screaming/name calling would not be tolerated any longer. He had no right to abuse the staff, which included me.
His race...my race, etc. was never entered into the scenario. That is, not until he was asked to leave due to his abusive nature. Other customers in the showroom at the same time said I was, "...way too nice to the guy. I would have kicked him out a lot earlier."
I respectfully INSIST that this report be retired...removed...withdrawn and I don't think I should have to pay $2,000 for this to be accomplished. That is HIGHLY inappropriate. The individual who posted this report has targeted me specifically. Last I heard, that is slander and punishable by law. I am offended, insulted and terribly upset that someone would falsely accused me of something so awful and that Rip-Off Reports would continue to post this one and only complaint FOREVER.
Tracey
Norcross,#3REBUTTAL Individual responds
Fri, September 25, 2009
I never said, or did anything racially related towards this
customer. The worst thing about someone claiming racism, is how it diminishes the
reports of all the truly racist remarks, treatment, and experiences that
minority groups suffer every day. Race was not a factor here. Mr. Viet Nguyen was
told to take his business elsewhere after visiting our showroom multiple times,
yelling at me, the other staff members, and embarrassing himself as well as
other customers in the showroom. One minute we are the best company, "I
come here because you treat me so well. I could go anywhere, but I come
here." But as soon as he is told we will not replace the camera that he
has damage (for the third time) because it is no longer under warranty, I am
racist. He has slandered my name all over the internet and attacked me
personally. I did nothing to this man to warrant this behavior.
He correctly received all products he ordered. Out of all of the products that
this man purchased over three years (yes...he kept coming back for multiple
items, not just one system), IF something was wrong (manufacturer defect), it
was repaired or replaced immediately the same day in most cases. We didn't even
wait for items to come back from the manufacturer. We replace product that had
been used (and abused) with brand new product and in all cases, better products
that he had purchase almost one year earlier. We did not refuse his return in
14 days. We replaced the item in less than 10 days.
Even the BBB dropped the complaint almost immediately. One of the
correspondents in their office groaned over the fact that this individual drove
them crazy with his apparent need to call them every day (paraphrasing - not
their exact words) - even after they told him that there was nothing they could
do. PolarisUSA did honor their return policy (several times) and has the right
to refuse service to abusive individuals. The hard drive he continues to
complain about was another upgrade. If
he calls Western Digital, he will find that they will honor the 5-year warranty
if he just sends in his invoice with the date showing when he bought it.
The man was being belligerent (not obliterate). Yes after 30-45 minutes of him yelling at
me (twice in one week) telling me he did not like my face, I told him so. I got
upset. I was embarrassed at the scene he was making when we didn't have is 1-year old hard drive replace in his 1-year old DVR (that worked very well)
within two days. I apologized to the other customer in the showroom, who later exclaimed,
"Heck, you were too nice to him. I would have thrown him out a lot
earlier."
This un-functional HVS-D550DN security camera, because the IR Cut off Filter is
not working correctly (a defective product!) .
Since we started carrying this camera in July of 2007, we have sold 193 HVS-D550DN
1/3" High Resolution Color Brick Camera, 550TVL, 0.001 Lux, Day/Night,
UTP Output, Audio, Dual Voltage 12VDC/24VAC 150/60mA. Of this 193, this
disgruntled customer purchased 10 and has returned all ten for the same reason,
multiple times. From 2007 to 2009, three (3) other units were returned needing
to be repaired or replaced. None of the repairs had anything to do with the IR cut-off
filter. It is unknown what Viet Nguyen, or his installer, did to damage this
component. Our warranty does not cover abuse and we decided after 11 months of
servicing his cameras to exercise the clause in our Return Policy. (12 month
warranty)
When you're in business for over 26 years, one or two customers will be unhappy
when they do not hear what they were hoping to hear. Despite this, in the 9+
years I have worked for PolarisUSA Video, I know we have always tried to make
as many happy, satisfied customers as possible. I guess that would explain the
nearly 80% of sales from repeat and referrals, from other very satisfied
customers.
I never said, or did anything racially related towards this
customer. The worst thing about someone claiming racism, is how it diminishes the
reports of all the truly racist remarks, treatment, and experiences that
minority groups suffer every day. Race was not a factor here. Mr. Viet Nguyen was
told to take his business elsewhere after visiting our showroom multiple times,
yelling at me, the other staff members, and embarrassing himself as well as
other customers in the showroom. One minute we are the best company, "I
come here because you treat me so well. I could go anywhere, but I come
here." But as soon as he is told we will not replace the camera that he
has damage (for the third time) because it is no longer under warranty, I am
racist. He has slandered my name all over the internet and attacked me
personally. I did nothing to this man to warrant this behavior.
He correctly received all products he ordered. Out of all of the products that
this man purchased over three years (yes...he kept coming back for multiple
items, not just one system), IF something was wrong (manufacturer defect), it
was repaired or replaced immediately the same day in most cases. We didn't even
wait for items to come back from the manufacturer. We replace product that had
been used (and abused) with brand new product and in all cases, better products
that he had purchase almost one year earlier. We did not refuse his return in
14 days. We replaced the item in less than 10 days.
Even the BBB dropped the complaint almost immediately. One of the
correspondents in their office groaned over the fact that this individual drove
them crazy with his apparent need to call them every day (paraphrasing - not
their exact words) - even after they told him that there was nothing they could
do. PolarisUSA did honor their return policy (several times) and has the right
to refuse service to abusive individuals. The hard drive he continues to
complain about was another upgrade. If
he calls Western Digital, he will find that they will honor the 5-year warranty
if he just sends in his invoice with the date showing when he bought it.
The man was being belligerent (not obliterate). Yes after 30-45 minutes of him yelling at
me (twice in one week) telling me he did not like my face, I told him so. I got
upset. I was embarrassed at the scene he was making when we didn't have is 1-year old hard drive replace in his 1-year old DVR (that worked very well)
within two days. I apologized to the other customer in the showroom, who later exclaimed,
"Heck, you were too nice to him. I would have thrown him out a lot
earlier."
This un-functional HVS-D550DN security camera, because the IR Cut off Filter is
not working correctly (a defective product!) .
Since we started carrying this camera in July of 2007, we have sold 193 HVS-D550DN
1/3" High Resolution Color Brick Camera, 550TVL, 0.001 Lux, Day/Night,
UTP Output, Audio, Dual Voltage 12VDC/24VAC 150/60mA. Of this 193, this
disgruntled customer purchased 10 and has returned all ten for the same reason,
multiple times. From 2007 to 2009, three (3) other units were returned needing
to be repaired or replaced. None of the repairs had anything to do with the IR cut-off
filter. It is unknown what Viet Nguyen, or his installer, did to damage this
component. Our warranty does not cover abuse and we decided after 11 months of
servicing his cameras to exercise the clause in our Return Policy. (12 month
warranty)
When you're in business for over 26 years, one or two customers will be unhappy
when they do not hear what they were hoping to hear. Despite this, in the 9+
years I have worked for PolarisUSA Video, I know we have always tried to make
as many happy, satisfied customers as possible. I guess that would explain the
nearly 80% of sales from repeat and referrals, from other very satisfied
customers.