Costco CCTV system plus pro installation issues

Torshen

Hi all, just looking for a bit of advice on my options.

I bought a six-camera CCTV system from Costco online (I am a member but they only had the model I wanted online) back in January for £799. Then a month later on February I bought a professional installation package again from Costco but fulfilled (IE subcontracted) to a company called TSG for a further £399.

Both transactions paid for on a credit card, Visa (Barclaycard) to be exact.

The system was set up and installed perfectly and everything was working well until a couple of weeks ago when one of the cameras stopped working. I checked the cable and tried it in different ports on the recorder unit but no joy so it’s likely to be either the cable or the camera. Thankfully out of the six cameras it’s the least important one in terms of the portion of my property it’s covering, but that’s not the point obviously.

Called TSG to see if I could get someone back to investigate and they were very helpful but said I needed to raise it via Costco first, and then they’d be happy to send someone over once instructed by Costco.

Have been through three calls and one email so far with Costco and will spare you the long version but basically they’re saying they can’t fix or replace and the only option is to return the whole system for a full refund.

I’m aware they’re allowed to do this, that’s not my question, what I’d like to know relates to the installation. I can’t really de-install the system myself, that’s why I paid for professional installation. Am waiting to hear back about what Costco suggest with regards to that but what are my rights with that piece? The whole thing seems ridiculous for what is probably a damaged RJ45 / Ethernet cable which. TSG engineer will have as standard on his van and could probably run afresh in 25 mins.

ess0two

Pay them to run a new cable then,if the issue persists?get back to Costco.

Torshen

Yes that’s probably my front runner at the mo, no idea what they charge to come and do that though.

Bermonia

Similar issue on this thread... may be of help:
https://forums.moneysavingexpert.com/discussion/5985060/faulty-cctv&highlight=costco+cctv

Torshen

Well it certainly looks like they’ve got previous, doesn’t it ��

ThumbRemote

You could just buy a cheap, long cable online and connect it from the camera to the recorder - just run it through doors and rooms, it doesn't need to be installed. This would verify if it's the installed cable or the camera.

Torshen

Potentially, but to access the camera I have to get up to the edge of my roof and I’m not comfortable up ladders, plus don’t have one tall enough, plus the camera has to be removed to access the Ethernet port due to the weather protection. And if it does turn out to be the cable I’d still have to call TSG back anyway.