Problems with Hikvision CCTV system just before first year.

Hi,
I bought a HIKVision CCTV system last year 26 October 2022 through an installer I found through Checkatrade. The system was fine until a couple of weeks ago when I was unable to access the cameras on my phone app remotely any more. More details here:

https://forums.moneysavingexpert.com/discussion/6476257/help-admin-pw-on-hikvision-cctv

I spoke to the installer and he claims that the service has run out even though it has not even be a complete year (as per the installation date). I queried this but he didn't reply about this point.

So anyway, this installer has setup the system (through NVR I assume) with his own email, a lock code and an admin password. I have managed to get the lock code from him. I have also asked him for the admin pw and to be able to register my own email but he has not responded as yet.
Additionally, he is trying to get money out of me (£95 for service of the system and £35 per year for remote viewing). Now, the remote viewing fee was not mentioned at all at installation but he now claims it is a paid subscription. I feel the remote viewing is a ruse to extract more money from me based on what I have discovered. He has responded with the following (after cutting me off on the phone and promising he would get back and didn't):

"Apologies for the delay in responding. 
That's because Hik have only just brought it out as a paid subscription, I can't be held responsible for manufactures changing their policies."

Am I the only one who thinks this response is not appropriate??

I spoke to Hikvision who say the app is free and any charges are between you and the installer. 


If I decide not to continue with the "subscription" or if the installer closes down tomorrow I will be screwed. From a Consumer perspective, is it not shady and possibly illegal to lock out the CCTV owner out of the system using passwords and lock codes and registering his own email in the system?

Thanks for any help.
Regards,
Imran

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  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,800
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    ImranQ said:
    Hi,
    I bought a HIKVision CCTV system last year 26 October 2022 through an installer I found through Checkatrade. The system was fine until a couple of weeks ago when I was unable to access the cameras on my phone app remotely any more. More details here:

    https://forums.moneysavingexpert.com/discussion/6476257/help-admin-pw-on-hikvision-cctv

    I spoke to the installer and he claims that the service has run out even though it has not even be a complete year (as per the installation date). I queried this but he didn't reply about this point.

    So anyway, this installer has setup the system (through NVR I assume) with his own email, a lock code and an admin password. I have managed to get the lock code from him. I have also asked him for the admin pw and to be able to register my own email but he has not responded as yet.
    Additionally, he is trying to get money out of me (£95 for service of the system and £35 per year for remote viewing). Now, the remote viewing fee was not mentioned at all at installation but he now claims it is a paid subscription. I feel the remote viewing is a ruse to extract more money from me based on what I have discovered. He has responded with the following (after cutting me off on the phone and promising he would get back and didn't):

    "Apologies for the delay in responding. 
    That's because Hik have only just brought it out as a paid subscription, I can't be held responsible for manufactures changing their policies."

    Am I the only one who thinks this response is not appropriate??

    I spoke to Hikvision who say the app is free and any charges are between you and the installer. 

    If I decide not to continue with the "subscription" or if the installer closes down tomorrow I will be screwed. From a Consumer perspective, is it not shady and possibly illegal to lock out the CCTV owner out of the system using passwords and lock codes and registering his own email in the system?

    Thanks for any help.
    Regards,
    Imran

    The app may very well be free, but that doesn't help you.

    I think we're going to need to understand the contract you entered into.  You say you bought the system through an installer.  What does your contract with the installer say?  Do you actually own the system, or is it on some sort of licence to you?  Why did you let him set up all the administration in his own name and with his own email address?

    Is your installer correct?  Has the manufacturer started charging for subscriptions?
  • ImranQ
    ImranQ Posts: 163
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    There is no contract as such apart from what was verbally agreed in terms of equipment needs and the following from an email quote he sent:

    Thank you for taking the time to meet with me on Friday, I appreciate the opportunity to assist you with your home security.

    I have had a good think about the best solution for your home and below is my proposed solution.

    1 x Hik Vision Network Video Recorder

    1 x 4TB Hard Drive (30 Days Continuous Recording)

    3 x Hik Vision 4MP ColourVU Turret Cameras

    1 x Hik Vision 8MP Panoramic ColourVU Camera

    1 x 22” LG Led Colour Monitor

    1 x Ubiquiti Wireless Secure Link

    36 Months Warranty

    12 Months Maintenance

    Labour / Consumables

     Total                                                                                                           £1663.00 + VAT

    Ongoing Annual Maintenance Charge (Each Year Thereafter)        £145.00 + VAT

    I hope you find this to be a suitable suggestion based on our discussion, if you have any questions or would like to adjust the quotation then please don’t hesitate to contact me.

     

    Other than this there is just the Installation report of what he did on the installation day which says "Supplied, Fitted + Tested CCTV system as per quotation. No system faults present". I BOUGHT the system outright. There is no lease.

  • PHK
    PHK Posts: 1,144
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    But it does look like you've agreed to an ongoing maintenance charge. 
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,800
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    Isn't the ongoing annual maintenance charge of £145+VAT more than he's now suggesting he'll charge for service and access?  You mention £95 plus £35.  As I see it, you're better off than you thought you'd be.
  • The app may be free but the service isn’t. Streaming video has a cost to it. Someone’s got to run those server farms! 
  • ImranQ
    ImranQ Posts: 163
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    PHK said:
    But it does look like you've agreed to an ongoing maintenance charge. 
    I appreciate what it looks like but he said at the time of installation, that the 12 Maintenance was optional. However as I say the remote viewing was not mentioned at the time of installation.
  • ImranQ
    ImranQ Posts: 163
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    Isn't the ongoing annual maintenance charge of £145+VAT more than he's now suggesting he'll charge for service and access?  You mention £95 plus £35.  As I see it, you're better off than you thought you'd be.
    95+35 doesnt add upto 145. I think he's just forgotten what he quoted and is just trying it on.
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,800
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    edited 2 October 2023 at 3:37PM
    ImranQ said:
    Isn't the ongoing annual maintenance charge of £145+VAT more than he's now suggesting he'll charge for service and access?  You mention £95 plus £35.  As I see it, you're better off than you thought you'd be.
    95+35 doesnt add upto 145. I think he's just forgotten what he quoted and is just trying it on.
    That's my point.  You agreed to an annual fee of £145, so if he's now saying he'll charge you £130 for the annual service and access, why would you dispute that?

    Or would you rather he charged you £145 p.a. and leave you arguing over access?
  • ImranQ
    ImranQ Posts: 163
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    OK So earlier today I had sent an email asking for the lock code which he did send a short time later. However when I entered the code into the box it did work but it needed the admin password to make changes to the settings. 
    I then requested the password and he did send me the password but said he was immediately cancelling the contract!  :D 
    I have spent the whole day reconfiguring the NVR networking/wireless range extender attached to the NVR and managed to get it all working! I also changed the lock code, password and registered email so I am now free!
    Thank-you all for any help.
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,800
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    ImranQ said:
    OK So earlier today I had sent an email asking for the lock code which he did send a short time later. However when I entered the code into the box it did work but it needed the admin password to make changes to the settings. 
    I then requested the password and he did send me the password but said he was immediately cancelling the contract!  :D 
    I have spent the whole day reconfiguring the NVR networking/wireless range extender attached to the NVR and managed to get it all working! I also changed the lock code, password and registered email so I am now free!
    Thank-you all for any help.
    that's good.  Are you certain you're not liable for an annual maintenance charge, though?  From what you've posted it's possible that you are, but without seeing the full contract I don't know.
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