Chronicle terrible Reolink technical support and software

[Mamymam2013_465350299701478]

@joseph_1979 @big_ted I report here the useless conversation I had via email with the useless and incapable technical assistance

27 mar 2025, 21:51 GMT+8
I just discovered that both the Rlc-511wa with firmware version v3.1.0.4381_2411301864 and the e1 zoom hardware version IPC_566SD664M5MP and latest firmware v3.1.0.4417_2412122178 the notification sounds are not emitted as for other cameras from the speaker that manages the hands-free of the cell phone, but very slightly only from the speaker that is used in a normal call by placing the ear. Making rollback for RLC-511wa I have lost Animal AI Recognition feature added and for e1-zoom new function Crying Sound Detection and privacy mode added. Also, on latest windows client Crying Sound Detection and privacy mode added are not present in the program. Also, Rlc-511wa wifi bar signal is very low. Please avoid listing the usual useless stupid tests to do because I know them all and they are useless. Instead, inform the right people so that they can solve these serious problems. I paid for the cameras and they must work correctly, and if faulty firmware is released it is certainly not my fault. Don't make fun of me as usual, but solve it, thanks.
 
Kindly Regards

JL
29 mar 2025, 00:47 GMT+8
Dear Marco,

Thank you for contacting Reolink! This is Gary from Reolink Support Team. I apologize for the inconvenience you're experiencing with your RLC-511WA and E1 Zoom cameras. I understand your frustration, and I assure you that we take your concerns seriously. Let me address the issues you've reported:

We kindly request that you provide the following details to enhance our understanding of the situation: 
 
1. The specific model of your mobile phone that is experiencing the notification sound problem. 
 
2. The version of the Reolink app currently installed on your device. 
 
3. The version of the Reolink Client you are using on your Windows system. We appreciate your understanding as we strive to resolve these matters. We will keep you informed about our progress and any potential solutions.
 
4. We strongly advise updating the cameras once more. Keeping your Reolink devices current with the latest firmware is essential for achieving optimal performance, accessing enhanced features, and ensuring security improvements.

Thank you for your kind understanding and looking forward to your reply.
Have a nice day.
 
Best Regards,
Reolink Support Team-Gary
 
Marco
29 mar 2025, 00:54 GMT+8
I don’t want as always lost time . I have made firmware rollback on the two camera and push notification now work again. End of transmission 

JL
29 mar 2025, 01:40 GMT+8
Dear Marco,
 
Thanks for your kind reply.
 
I am glad to hear that you were able to resolve the issue on your own and that the push notifications for the cameras are operational again! It's always great when users can find solutions independently. If you ever have more questions or run into any other concerns in the future, please don't hesitate to reach out to us. We're always here to help.
 
Kindly let me know if there are any further inquiries or issues that need to be resolved, or if I may proceed with closing the ticket.
 
Thanks for your cooperation and patience.
Have a nice day.
 
Best Regards,
Reolink Support Team-Gary
 
 Marco
29 mar 2025, 01:52 GMT+8
I wonder if you read the emails or not. The latest versions have buggy firmware and to solve it I had to give up new features of both the e1-zoom and the Rlc-511wa. From how he answers me with extreme superficiality I understand that in Reolink they only hire incompetent people because his duty would be to report these problems to the right people. If Reolink continues like this it will lose a lot of customers and there is a lot of competition on the market.
 
JL
29 mar 2025, 06:37 GMT+8
Dear Marco,
 
Thanks for your kind reply.
 
 We deeply regret that we fell short of meeting your expectations in this regard.
 
We understand your frustration and disappointment with our customer support, and we take this matter very seriously. 
 
While we regret the inconvenience you've encountered, we're pleased to hear that you were able to resolve the issue on your own. However, we acknowledge that your journey with our brand hasn't been smooth, and we want to assure you that we are working diligently to enhance our customer support processes to prevent such delays in the future.
 
Should you have any further questions, or concerns, or require assistance in the future, please don't hesitate to reach out to us. 
Once again, we apologize for the inconvenience you've faced, and we appreciate your understanding as we work to improve our services.
 
Thank you for your patience and for giving us the opportunity to assist you.
Have a nice day.
 
Best Regards,
Reolink Support Team-Gary

Listen to me JL of these stupid and useless copy and paste received from what should be technical assistance equal to this, I have plenty to sell and I don't know what to do with them. I can send you the same sentences that you copy and paste that other colleagues of yours have already sent me. Advise your bosses that they must have more imagination because when users talk to each other and in forums the truth always comes out and if the sentences are always the same Reolink just makes a bad impression and that's it. I thank you for not having done anything as always (apart from a few rare exceptions from some other agents) but this is the poor quality standard of Reolink.


Today 4 april
JL
4 apr 2025, 05:34 GMT+8
Dear Marco,
 
Thanks for your kind reply.
 
I apologize for the difficulties you are encountering with your cameras due to the firmware downgrade, which has unfortunately caused the loss of additional features. Presently, the latest firmware does not facilitate notification sounds from the speaker that manages the hands-free capabilities of your cell phone.
 
We have submitted the issue related to the latest firmware to our developers for resolution in upcoming updates. In the interim, I recommend using the previous firmware version (v3.1.0.1643_2402218998) to restore the notification sounds.
 
Thanks for your cooperation and patience.
 
Best Regards,
Reolink Support Team-Gary
  
My reply
I think you are doing a terrible job! What I wrote is completely different, but the crazy thing is that you always have my original email available, which you can always reread if you have doubts. Reolink will lose many customers who are tired of being fooled by a terrible, incompetent and non-existent customer service. Anyway, reread and see if what you wrote is the same!
Marco
27 mar 2025, 21:51 GMT+8
I just discovered that both the Rlc-511wa with firmware version v3.1.0.4381_2411301864 and the e1 zoom hardware version IPC_566SD664M5MP and latest firmware v3.1.0.4417_2412122178 the notification sounds are not emitted as for other cameras from the speaker that manages the hands-free of the cell phone, but very slightly only from the speaker that is used in a normal call by placing the ear. Making rollback for RLC-511wa I have lost Animal AI Recognition feature added and for e1-zoom new function Crying Sound Detection and privacy mode added. Also, on latest windows client Crying Sound Detection and privacy mode added are not present in the program. Also, Rlc-511wa wifi bar signal is very low. Please avoid listing the usual useless stupid tests to do because I know them all and they are useless. Instead, inform the right people so that they can solve these serious problems. I paid for the cameras and they must work correctly, and if faulty firmware is released it is certainly not my fault. Don't make fun of me as usual, but solve it, thanks.

[big_ted]

@mamymam2013_465350299701478
I have also been reporting this change to the support replies. I used to get everything resolved straight away but the last few requests have had terrible replies such as this. All we can do is continue to place feedback and hope that Reolink takes it on board. It really is a bad look for the business.

[joseph_1979]

@mamymam2013_465350299701478 In my last requests I have been through this. For me it seems that the front support is AI based. Irrelevant questions and email not read. To update a firmware I sent 5 emails. Previously in one email I got the fw pushed to my UID.

I have already expressed this to support. It's up to them to improve.

[KimchiGUN]

@big_ted

Maybe Reolink should start hiring people for support?

[Mamymam2013_465350299701478]

@joseph_1979 @KimchiGUN @House_932249889984747 For the moment, and for me, they must change the name of the brand from Reolink to Reolshit

[Mamymam2013_465350299701478]

@joseph_1979 latest reply From Reolshit

JL
1 apr 2025, 05:14 GMT+8
Dear Marco,
 
Thanks for your kind reply.
 
I hear your frustration, and I truly understand how disappointing it can be when you're not receiving the kind of support you expect. It’s frustrating to feel like you’re just getting repeated, impersonal responses without a real solution or a sense of progress. 
 
Your feedback about the quality of the support and the lack of meaningful help is completely valid, and I can see how it would lead to a negative impression of the company.
 
I really appreciate you taking the time to share your experience and thoughts. It’s clear you’re seeking more thoughtful, personalized assistance, and I’ll be sure to pass along your feedback so that it can be addressed. No one likes feeling like they’re not being listened to, and I genuinely hope future interactions are more helpful and engaging for you.
 
If you require any further assistance, we encourage you to call us back without any hesitation.
 
Thanks for your cooperation and patience.
Have a nice day.
 
Best Regards,
Reolink Support Team-Gary

[joseph_1979]

@mamymam2013_465350299701478 We, European, have different mentality and we seek professionalism in what we do. We consider criticism as a way to change direction and improve.

[Mamymam2013_465350299701478]

@joseph_1979 LATEST MESSAGE FROM REOLSHIT SUPPORT

Dear Marco,

I hope everything is going well.

We haven't heard from you for a while, and I'm writing to check if you still need help.

If you still need help or have more questions, please respond at your earliest convenience. So we can assist you to solve the problem as soon as possible.

If everything is sorted out，just inform me to close this ticket, so you won't be bothered.

Thank you for your patience and cooperation. Have a great day!

Best regards,
Reolink Support Team

As a reminder, here’s our previous conversation:
JL
1 apr 2025, 05:14 GMT+8
Dear Marco,
 
Thanks for your kind reply.
 
I hear your frustration, and I truly understand how disappointing it can be when you're not receiving the kind of support you expect. It’s frustrating to feel like you’re just getting repeated, impersonal responses without a real solution or a sense of progress. 
 
Your feedback about the quality of the support and the lack of meaningful help is completely valid, and I can see how it would lead to a negative impression of the company.
 
I really appreciate you taking the time to share your experience and thoughts. It’s clear you’re seeking more thoughtful, personalized assistance, and I’ll be sure to pass along your feedback so that it can be addressed. No one likes feeling like they’re not being listened to, and I genuinely hope future interactions are more helpful and engaging for you.
 
If you require any further assistance, we encourage you to call us back without any hesitation.
 
Thanks for your cooperation and patience.
Have a nice day.
 
Best Regards,
Reolink Support Team-Gary

MY REPLY

It's one thing if it's artificial intelligence that answers me, another if it's an agent. But how can I report bugs and malfunctions due to the firmware and you ask me if I still have problems? Either you're stupid or you're crazy. One of the two

[Mamymam2013_465350299701478]

@joseph_1979 LATEST NEWS FROM REOLSHIT

You always repeat the same things and in vain because I have already done the rollback to the previous firmware a long time ago. I also wrote to you that the Windows client is not updated with the new functions present in the camera, but you ignored this too. Look I'll tell you another thing, even the trackmix wifi hardware IPC_529SD78MP and firmware v3.0.0.4255_2411271222 same problem of low signal wifi bar. But the fact that you tell me that you report and that the development team is working or will work to resolve it are the usual lies that you tell because it is not true. They told me many times but then nothing ever happened.


 JL
5 apr 2025, 05:48 GMT+8
 
Thanks for your kind reply.
 
I would like to sincerely apologize for the inconvenience you are currently experiencing with your cameras as a result of the firmware downgrade. I understand how frustrating this situation must be, especially considering that the downgrade has led to the loss of certain key features. I deeply regret that this issue has caused disruption to your use of the cameras and their functionality.
 
Unfortunately, the latest firmware update does not support the notification sounds through the speaker that is responsible for managing the hands-free capabilities of your mobile device. I completely understand how essential this feature is for you, and I want to assure you that we have already brought this matter to the attention of our development team. They are actively working on a solution, and we anticipate that this issue will be addressed and resolved in one of our upcoming firmware updates.
 
In the meantime, to restore the notification sounds functionality, I would recommend reverting to the previous firmware version. This should temporarily resolve the issue while we work on a more permanent fix.
 
Once again, I apologize for the frustration this has caused and appreciate your understanding and patience as we work to improve your experience. Should you have any further concerns or need assistance with the firmware rollback, please do not hesitate to reach out. We are here to help and ensure that your equipment performs at its best.
 
Thanks for your cooperation and patience.

Best Regards,
Reolink Support Team-Gary

Marco
4 apr 2025, 15:57 GMT+8
I think you are doing a terrible job! What I wrote is completely different, but the crazy thing is that you always have my original email available, which you can always reread if you have doubts. Reolink will lose many customers who are tired of being fooled by a terrible, incompetent and non-existent customer service. Anyway, reread and see if what you wrote is the same!
Marco
27 mar 2025, 21:51 GMT+8
I just discovered that both the Rlc-511wa with firmware version v3.1.0.4381_2411301864 and the e1 zoom hardware version IPC_566SD664M5MP and latest firmware v3.1.0.4417_2412122178 the notification sounds are not emitted as for other cameras from the speaker that manages the hands-free of the cell phone, but very slightly only from the speaker that is used in a normal call by placing the ear. Making rollback for RLC-511wa I have lost Animal AI Recognition feature added and for e1-zoom new function Crying Sound Detection and privacy mode added. Also, on latest windows client Crying Sound Detection and privacy mode added are not present in the program. Also, Rlc-511wa wifi bar signal is very low. Please avoid listing the usual useless stupid tests to do because I know them all and they are useless. Instead, inform the right people so that they can solve these serious problems. I paid for the cameras and they must work correctly, and if faulty firmware is released it is certainly not my fault. Don't make fun of me as usual, but solve it, thanks.
 
 
 
 

[joseph_1979]

@mamymam2013_465350299701478 I can understand your frustration but cannot do anything from my end.

@oskar Can you assist this customer please?

[Mamymam2013_465350299701478]

@joseph_1979 Buddy, I know but i think that if i buy a product and I'm a customer, someone before or later must reply. Products are good, but software and firmware are terrible!

[Mamymam2013_465350299701478]

@joseph_1979 I'm starting to ask myself some serious questions? Can you read? Do you have vision problems? Or on your own initiative you only answer what you want, and in this case it would be serious, because you would only demonstrate that you are not very smart, but above all not intelligent. You always mention the senior support team, but then they do nothing, they are the usual excuses and you only make fun of customers as always. Instead of receiving avalanches, tons of complaints, have the managers read them so instead of having inexperienced and underpaid people develop software and firmware for little money, have those who know how to do it and pay them. The results will not be lacking, rest assured. Furthermore, these problems exist because the releases are released without even testing them as they should be. You don't even mention the Windows client. And you do the same with the track mix wifi I mentioned both with the hardware series and the software version which also has low wifi signal problems for a long time. That one also has many problems, it is old and should be renewed, but above all it is not updated to support the new features recently inserted in some cameras. This obsessive display of kindness to pretend to care about customers does not impress me. In fact, Reolink customers now know very well that you are making fun of them and they are tired. And I have heard many say, as soon as I buy them I will return them or I will never buy Reolink again. Losing customers is a moment, you know?
 



##- Digita la risposta sopra questa riga -##
Your request has been updated. To add additional comments, reply to this email:
JL
9 apr 2025, 07:03 GMT+8
Hello Marco,
 
We received your concern about multiple issues with their RLC-511WA and E1 Zoom cameras after firmware updates.
 
I will escalate your concern to our senior support team, and they will help you resolve the concern.
 
If you have more details about the concern, please let us know, and it will help us resolve the concern soon.
 
Your ticket ID is 1035203. Have a nice day!
 
Best Regards,
Reolink Support Team-Gary

[House_932249889984747]

Yeah, The Replies are AI.

I will be returning all of my cameras.

[KimchiGUN]

This post is deleted!

[user_939330300436627_939330300436627]

Hi ! I need help , my system camera not connect to my phone , I cannot see anything on my phone , i has nvs16 but after I living my salon . My phone be disconnected to the camera, what can I do now . Please help me

[user_729011616661694_729011616661694]

@user_939330300436627_939330300436627
Since 2 nights ago, my cameras are showing disconnect. I was still getting a push notification and videos from both are still recording to cloud. after clearing the app cache and reinstalling, they are now gray and showing disconnected. There's no option to reconnect from app. Videos are still going to the cloud so my home network is not a problem. I noticed on the app about a new security feature. I think this broke my app because it's been fine for 2 years nearly. Unfortunately I'm out of the country and no one can manually reset anything for me.