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Torshen

Costco CCTV system plus pro install issues

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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.

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shame you paid fr the installation later as you would get that money back automatically as well.

have you spoken to the installation people and let them kmow that you are minded to do a chargeback under S75 of the CCA and no doubt that costco will be making a play to recover their losses from them? They might well have a spare camera and cable they can test in situ and then report back to Costco

Your contract was with costco so make them well aware you are going to recover all of your costs and if that includes paying soemone to take it all down then that will be part fo the bill.

I'm sure that someone higher up will make an executive decision to give you a partial refund ( cost of kit) and let you keep it as is. You need to find out who that person is who can make the decision, the CS people cant

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