Posts made by Mamymam2013_465350299701478

@joseph_1979 Hi Joseph, I totally agree with what you write. Unfortunately this world is getting worse and worse. Money, only money matters, the rest doesn't. How sad, infinite! I never give up either, but the thing that bothers me the most is that while the Japanese apologize if they make a mistake and fix it instantly in every way possible and imaginable, the Chinese instead think they are smarter and believe they can charm you with pre-packaged words and sentences, thinking that you believe them, but in reality they are just making fun of you. I just sent the email again, hoping that someone will finally do what they wrote and promised. There are many difficulties here, because you can't insert anything and you have to be careful because censorship can kick in, like in the Reolink Facebook group where they censored me for asking for solutions and so I left and abandoned it. I know that you do what you can and thank you because at least you are there, because the absurd thing is that no one here reads or responds anymore. It wasn't like that with Fiona. I wish you a nice day buddy.

@joseph_1979 Hi friend, I installed the new version 5.50.0 and I have to say that compared to the windows client version it has smoother audio, on windows at times it is choppy. But the real news is that now despite more than one operator has made me a ton of promises, now when I write to support directly they don't answer me anymore and probably they trash my emails. Crazy stuff! Here is the proof of what I say:

Time passes and after always receiving reassurances and promises, nothing has happened. Because apart from the usual kind, copy and paste and obvious answers, nothing ever changes. The problems remain and are not solved. My patience is almost over. A serious company should not allow itself to behave like this towards customers, never keeping what it promises.
 
Kindly Regards
 
Marco
 
 
 
Bryan
18 ott 2024, 06:10 GMT+8
Dear Marco,
 
I sincerely apologize for the frustration and disappointment you've experienced with Reolink. I understand your concerns regarding the unfulfilled promises and the lack of progress on the firmware updates for your TrackMix Wi-Fi and RLC-511WA cameras. Your feedback is invaluable, and we take it very seriously.
 
I want to assure you that your case has been escalated to our senior engineering team with high priority. They are now actively working on addressing the Wi-Fi signal strength issues for both the TrackMix Wi-Fi and RLC-511WA cameras. Here's what we're doing to resolve this situation:
 
1. Thorough Investigation: Our team is comparing the November 2023 firmware (IPC_529SD78MP.2769_23100901.Reolink-TrackMix-WiFi) with the more recent versions to identify the changes that may have affected the Wi-Fi signal strength.
 
2. Development and Testing: Based on their findings, they will work on adjusting the Wi-Fi power parameters to match or improve upon the performance you experienced with the November 2023 firmware. Any changes will undergo rigorous testing to ensure they resolve the issue without introducing new problems.
 
3. Firmware Release: Once the changes prove successful, we aim to release updated firmware versions for both the TrackMix Wi-Fi and RLC-511WA cameras as soon as possible.
 
While I cannot provide an exact timeline for the resolution, I want to emphasize that this issue is now receiving top priority from our engineering team. We understand the critical importance of reliable Wi-Fi connectivity for our cameras, especially given the proximity of your router to the devices.
 
I appreciate your patience and your detailed feedback, which helps us improve our products. We are committed to resolving this issue and restoring your trust in Reolink.
 
If you have any additional information or observations that might assist our engineering team in their investigation, please don't hesitate to share them. We will keep you updated on the progress of this issue.
 
Once again, I apologize for the inconvenience caused, and thank you for your understanding as we work diligently to resolve this matter.
 
Best Regards,
Reolink Support-Bryan
 
Ewelina
30 set 2024, 21:00 GMT+8
Dear Marco, 
 
Thank you for the follow-up. I understand your frustration with previous experiences, and I sincerely apologize for any unfulfilled promises in the past. I appreciate your patience, and I'm committed to addressing your concerns effectively this time. 
 
I appreciate you providing detailed information about the firmware versions and the specific issues you're facing. This information is crucial for our engineering team to investigate and address the problem effectively. Here's what I can tell you about the next steps:
 
1.     Escalation: 
Your case has been marked as high priority and will be escalated to our senior engineering team right away. They will review the Wi-Fi signal strength issues in both the TrackMix Wi-Fi and RLC-511WA cameras.
 
2.     Investigation: 
Our team will specifically look into the differences between the November 2023 firmware (IPC_529SD78MP.2769_23100901.Reolink-TrackMix-WiFi) and the more recent versions to identify the changes that may have affected the Wi-Fi signal strength.
 
3.     Development: 
Based on their findings, they will work on adjusting the Wi-Fi power parameters to match or improve upon the performance you experienced with the November 2023 firmware.
 
4.     Testing: 
Any changes made will undergo thorough testing to ensure they resolve the issue without introducing new problems.
 
5.     Firmware Release: 
If the changes prove successful, we aim to release updated firmware versions for both the TrackMix Wi-Fi and RLC-511WA cameras.
 
I want to emphasize that while I cannot provide an exact timeline for the resolution, I assure you that this issue is now receiving top priority. We understand the importance of reliable Wi-Fi connectivity for our cameras, especially given the proximity of your router to the devices.
 
Thank you for your patience and for bringing this issue to our attention. Your feedback is invaluable in helping us improve our products. If you have any additional information or observations that might assist our engineering team, please don't hesitate to share them.
Pozdrawiam / With kind regards / Met vriendelijke groeten /
Reolink Support Team
~Ewelina

@joseph_1979 My friend, perfect to know that the new android version is terrible! And to think that whoever replaced Fiona with great fanfare, announces new versions on the page and especially on the facebook page reolink, where only because I politely expressed the problems they did not publish my post, they applied censorship. Every time I tagged her @ she never answered me. If they put unsuitable people here imagine who produces the software and firmware, what kind of geniuses they can be.!

@joseph_1979 Always terrible Reolink! Fiona please come back! You was an able person! My friend I'm happy for you and your life!
Thanks for all.

@joseph_1979 Hi Joseph, let's say that every week I send a reminder to the support copy and paste of previous conversations and promises. On the other hand, today version 4.50.0 of the Android app was released and as always we cross our fingers because if it doesn't work, it's trouble. I imagined that you had noticed the flickering that sometimes makes vision impossible. Among other things, I did some tests, and if you use the low playback quality it is not there and it disappears even if you disable hardware decoding. All this is not normal, but as you know for Reolink everything is possible. I hope that your network tests go wonderfully!

@joseph_1979 Hi Joseph, how are you? I am always in contact with support for the 2 firmware track mix and 511wa. Yesterday I discovered that some cameras when I watch the playback from the client the image flickering I don't know if you have noticed it too. With previous versions never happened. I am currently using windows 11 latest version 24h2.

@joseph_1979 Sorry I can't write nothing restrective rules They prevent you from doing it. Have a nice day Joseph

@joseph_1979 Hi now someone has written to me from the support and sent problems to senior engineers. I hope.

@joseph_1979 Hi Joseph, I just deleted myself from the Reolink camera community Facebook page because they didn't publish my post where I reported what I had written to technical support (for the umpteenth time) regarding the Reolink Trackmix and 511wa malfunctions. Polite, not offensive post, but they refused to publish it. I sent the same post for the umpteenth time to the support email, but I fear that some little hand of a "newcomer" has blocked it, deleted it. If we are at these levels, it is simply disconcerting. Have a good day.

@joseph_1979 Thanks I hope in good news.

@joseph_1979 Thanks Joseph. It's exactly this difference. With the November firmware it doesn't accept these high wifi parameters, it blocks them, and the seconds on the clock freeze and then quickly run out. I wanted to have confirmation and now I have it. Unfortunately I prefer a good signal to a low one, but to put your same settings, I would have to install the new firmware. As I expected, they made fun of me once again, so many promises, but zero results. You are a capable, expert person and I believe that if I say that taking into consideration the wifi setting of the November 2023 track mix firmware and inserting it into the new one I think it is (confirm it for me) a quick, easy job. They should do the same with the 511wa which has the same problem, but the image quality is ok. I make you laugh. This morning I received the Reolink 4.49.1.2024 android app update... And I was afraid to install it and in fact I was right. An e1zoom, less recent as a model had disappeared from the camera list, but on the other hand the trackmix wifi had been duplicated. Crazy stuff!! Luckily by deleting the extra one and being in the network where this camera is present, it saw it and I added it again. Unannounced update, now the site is almost abandoned to itself and there are no more references. I am very disappointed, a product with great potential supported by terrible software and an incompetent staff!

@joseph_1979 Can you put a screenshot of your trackmix stream value with new firmware please? I would like to make a test. Thank you

@joseph_1979 Is better that you use november 2023 version if you don't have i can give it to you. Good colors and good signal.

@user_678736611209466_678736611209466 @joseph_1979

@user_678736611209466_678736611209466 @joseph_1979

Yes, I agree that the wifi is perfect and the colors too. But in the new firmware version they had changed the recommended values. I attach my current ones, but I remember when I had tried all the wrong firmware versions both for color and signal that these values ​​had increased and varied. Can you confirm this for me? What settings do you use with the November 2023 firmware version, the same one I use? Thanks. Bye

@user_678736611209466_678736611209466 @joseph_1979 @Reolink-Daisy

Don't worry Joseph and user 678736611209466, now in addition to mutual respect we understand each other perfectly and, mine was not a request, but only to keep you updated in a friendly way. Here they are wrong and a lot, they have great potential in their hands, but they do not know they have it. Many give up on relying on Reolik precisely because the client software, app, firmware leave much to be desired and are full of problems and malfunctions. This latest news in windows client that you have found is fantastic. You know then, I also purposely tag Daisy the new arrival to show her that I would like to involve her as it is right to do since she replaced Fiona, but she does not seem to be interested, she prefers to make a bad impression of a person who is decidedly unprofessional towards customers, but above all rude.

@user_678736611209466_678736611209466 @joseph_1979 @Reolink-Daisy Thanks for your reply. People is tired to write many times to support e nobody makes nothing. Reolink Remember, customers are important and without them the company closes. If we don't buy your products anymore what do you do, do we finally get Daisy and the technical staff to answer us?

@user_678736611209466_678736611209466 Hi, you are absolutely right. I also use the November version and the signal is at full scale. Among other things, other improvements would be needed. For example, and I have reported it many times to technical support, track mix when there is an animal or a person at night, first takes the 2 photos with the LEDs off and then later turns them on and in fact all this is noticeable in the recording. It is silly to take 2 photos in the dark. It would be enough to take them immediately after the spotlights are turned on. Same problem of low signal also with the 511wa, but if they continue to put incapable beginners to write and correct the firmware, the results will never arrive. Every time a new windows client or android app or firmware comes out, I am always afraid to install it because given the approximation of Reolink in doing things, the risk of having problems is always high. I conclude by saying that renewing a company does not mean changing the graphics of the logo, but also the rest, and customer support is only compiling and pasting prepared formats, it seems robotic. This should be changed. For the newcomer Daisy, customers seem to not exist, unlike what Fiona used to do.

@joseph_1979 @Reolink-Daisy New reply to technical support

Sorry, but up to now your words have only been copy and paste and 0 results. If you think by sending me this polite closing formula that I will give up, you are very wrong. If I buy a product it must work at its best and if it doesn't work at its best it is you who must intervene and resolve it. I'm ready to change my mind but usually after this final email everyone has always disappeared. But I won't disappear, I can assure you and I will continue to demand what any serious company should do towards its paying customers.
 
 
Da: Season (Reolink Support Team)
Inviato: giovedì 19 settembre 2024 12:36
A: Marco
Oggetto: [Reolink] Re: New Track Mix WiFI firmware bug

##- Digita la risposta sopra questa riga -##
Your request has been updated. To add additional comments, reply to this email:
Season
19 set 2024, 18:35 GMT+8
Dear Marco，

Thank you for your update.
I have forwarded your information to our engineer and check if they have any suggestions, once they have any update, I will let you know. 

Thanks for your cooperation and understanding.
Have a nice day. 

Best regards,
Reolink Support Team—Season