GoSwift 4K Bullet - Buyer Beware (Nelly's Security)

Tuckerdude

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Hey folks....

I normally don't try to trash on companies especially when I've had good history with them. But, I've gone through all the proper channels and not received any response so I'm here to do my part to prevent others from wasting their money.

About 3 months ago, Nelly's Security started selling the GoSwift 4K Ultra HD Bullet Cameras for $99 a piece. Now, to be clear (and fair) I have been buying cameras from Nelly's for several years now and always had good luck and decent service!

But I bought a handful of these cameras to add to a new property and almost half of them failed right out of the box. The cameras would come up for a few minutes, then slowly start to drop frames and after a while they would go offline again. The behavior was consistent across each of the first batch of cameras that I bought.

I contacted Nelly's customer support and spoke with someone there. They gave me a few things to try, but in the end had no answers. They told me they would check internally and get back to me, but that was 3 weeks ago and so far nothing!

Now, I realize that $99 for a 4K camera is kind of like..."You get what you pay for", but I always thought Nelly's Security would stand by what they sell. It's been VERY disappointing and makes me think twice about buying from them again.

So as the headline reads...Buyer BEWARE!
 

alastairstevenson

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But I bought a handful of these cameras to add to a new property and almost half of them failed right out of the box.
I'm tempted to suggest that these days, especially with a reputable supplier, the common cause for that may not be the cameras themselves, but something in the test environment.
How were they hooked up, and what did you change in order to reliably determine that the cameras were faulty?
 

Tuckerdude

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Hey there...

Yes I agree with you, I always assume first that it's potentially something on my end and can tell you that I have thoroughly tested (and repro'd) these faults in several different test environments including 3 separate physical locations and on different hardware configs.

As cameras go, this is definitely NOT my first rodeo and I've had my way around dozens of cameras from different manufacturers. From VERY VERY pricey and high end 4K PTZ's to cameras like this. So yeah, pretty sure it's not on my end.
 

Sean Nelson

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Hey Tuckerdude,

Sorry to hear about the troubles. Your experience is definetely not indicative of what we want anyone's experience to be. Its one of our rules to never let anyone hanging on anything as that has always been my pet peeve when dealing with customer service in any arena. If we told you we would call you back and we never did, then I completely apologize.

As far as the cameras go, I will be completely honest with you and I dont want to seem arrogant when I say this, but it would be rare that half of your handful of cameras would completely fail right out of the box. Given that we have already sold over 1000 of these cameras which gives me an idea of any consistent RMA issues, we have not seen anything of the like. But nonetheless, I wont rule out the possibility, if that is indeed the case, we have an easy warranty process in which you can feel free to either get them refunded or replaced.

I honestly feel that this is a configuration issue In my humble opinion, this is probably a disconnect between the cameras and your recorder. This is a common issue that we have seen and it usually has to do with your cameras settings and your recorder not being able to accept some certain settings. Namely, the H.265 encoding always gives fits on third party recorders. The camera needs to change to h.264 and you may have to change some other settings as well.

As far as your camera dropping frames, are you seeing this directly from the GoSwift Viewer or from your recorder? If its directly from the GoSwift Viewer, then I would say lets take a look at getting them warranted as that simply isnt normal at all with these cameras. Here is a link to our returns page, we will service the warranty no matter which avenue you purchased the Goswift cameras from:
Warranty & Returns

You can feel free to contact me directly if you wish as well.
 

Tuckerdude

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Hi Sean...

I'm glad to see you jump so quickly on this! It feels more like the Nelly's I have come to know. I'd appreciate talking to you directly, so let's do that!
 

Tuckerdude

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Hey Folks...in fairness to Nelly's I just want to say that I was able to talk to Sean and we discussed the issues I have been having.

No resolution yet, but at least we were able to connect and discuss next steps (a bit more testing and then return/exchange if needed). But both Sean and I agreed this was a "head-scratcher" that needs solving.

Thanks again to Sean for reacting so quickly!
 
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