Reolink defective product warranty conditions

[amerpoltrade_458233120628949]

Hello,

I’ve recently ordered a 823a camera from the reolink store and it had an issue upon the arrival. I got to the support team, they diagnosed the problem as fast as they could (great response times) and decided the camera is faulty and needs to come back to Reolink for repair.

Now the Reolink website says “For defective products, Reolink is responsible for all shipping fees.” But the RMA team is telling me to send the camera back on my own and they have not offered a prepaid label. They also stopped responding to my emails. What am I not understanding here?

best regards to everyone reading!
Bob

[dk90103]

Hi Bob,

I had a defective RL-810A which I did a RMA on. Reolink asked me to send the camera back to them and find a cheap method of transportation - less that 15€.
I did (and send them the shipping cost invoice) and they quickly shipped me a new camera. They gave me a refund on the transportation.
It was fast and swift.

I can only say that I had a very positive experience.

David

[amerpoltrade_458233120628949]

@dk90103 Thank you for your feedback! Well in my case it’s over 50€ and 2 hours to drive back and forth to have it shipped. I am extremely busy at the moment and there is no way I am doing it. They should really be providing prepaid labels for return shipments.

Protip: buy your reolink devices off Amazon. Not only is it cheaper then the reolink store but you have a headache free returns if anything happens. One click and they give you a free return label, you schedule the pickup with the delivery guy and that’s it. Lesson learned. I thought I was doing them a favor buying directly from the store so they don’t need to pay Amazon fees. I was also hoping for a better support but clearly I was wrong. Very disappointing.

[amerpoltrade_458233120628949]

uodate: Reolink RMA team will not provide a return label. I am left with defective junk that doesn’t even power on via PoE. So my story ends here. Terrible customer support. If you have to buy Reolink devices - buy them from third party resellers who will more likely provide a headache free replacement/repair.