sanddragon
New Member
- Joined
- Aug 11, 2018
- Messages
- 1
- Reaction score
- 2
- Country
- United States
I am posting here with great reluctance, as I make it a point to give a company ample chances to provide at least minimally satisfactory customer service before taking them to task in an online forum.
Sadly, Lukas has earned it. I realize that I need to warn other people who might be considering purchasing from Lukas. Let me first note that I have mostly been satisfied with the performance of the dash cam. That makes this post all the more difficult to write.
After owning the LK9300 dual dash cam for 1.5 years, the rear camera stopping working properly. I don't blame Lukas for the brief lifespan of the rear cam. Even well manufactured quality products fail occasionally.
I contacted Lukas support via email in early June to inform them of the issue. To his credit, Robert did reply two days later to inform me that the camera could be replaced for a small sum but that they were moving their office across country and couldn't help for a month. This was a warning sign: how does a company fail to ship a small portion of their product separately to an office where they can help with exactly this kind of issue while the bulk of the goods are in transit? Dash cam parts are small and the cost to ship a box would not be great, even paying for insurance.
Leaving that aside, here is a quick summary of my subsequent attempts to obtain a replacement camera:
- July 5: sent email to follow up after one month
- July 7: Robert asks me to give it another week for the Uhaul to arrive (this is the last I hear from Robert)
- July 23: sent another email to verify if Uhaul arrived and part available
- July 30: called customer service number, got recording and left message with contact information
- July 31 through Aug 5: I call customer service number every couple days. On one weekday, I can several times throughout the day to see if a person will pick up. Each time I am pushed to the "no representatives are available now" response and asked to leave a message. (I get the feeling that no one ever picks up this line and that you must leave a message and cross your fingers.)
- Aug 1: sent another email
- Aug 9: sent another email
- Aug 11: got fed up!
Note that in every email and when leaving the phone message I was polite. It has now been over two months that I have gone without a rear dash cam. Ask yourself, is it ever ok to have to wait two+ months to obtain a replacement part for something you bought? Apparently Lukas thinks its just fine.
I'd like to end by thanking the dash cam enthusiasts here for posting so much good information about dash cams. Reviews and comments were very helpful for my first purchase and I am sure they will help with my next one!
To any admin who might read this post: have you considered adding a "Customer Service" folder so that we can post about our experience good and bad with dash cam companies in one place?
Sadly, Lukas has earned it. I realize that I need to warn other people who might be considering purchasing from Lukas. Let me first note that I have mostly been satisfied with the performance of the dash cam. That makes this post all the more difficult to write.
After owning the LK9300 dual dash cam for 1.5 years, the rear camera stopping working properly. I don't blame Lukas for the brief lifespan of the rear cam. Even well manufactured quality products fail occasionally.
I contacted Lukas support via email in early June to inform them of the issue. To his credit, Robert did reply two days later to inform me that the camera could be replaced for a small sum but that they were moving their office across country and couldn't help for a month. This was a warning sign: how does a company fail to ship a small portion of their product separately to an office where they can help with exactly this kind of issue while the bulk of the goods are in transit? Dash cam parts are small and the cost to ship a box would not be great, even paying for insurance.
Leaving that aside, here is a quick summary of my subsequent attempts to obtain a replacement camera:
- July 5: sent email to follow up after one month
- July 7: Robert asks me to give it another week for the Uhaul to arrive (this is the last I hear from Robert)
- July 23: sent another email to verify if Uhaul arrived and part available
- July 30: called customer service number, got recording and left message with contact information
- July 31 through Aug 5: I call customer service number every couple days. On one weekday, I can several times throughout the day to see if a person will pick up. Each time I am pushed to the "no representatives are available now" response and asked to leave a message. (I get the feeling that no one ever picks up this line and that you must leave a message and cross your fingers.)
- Aug 1: sent another email
- Aug 9: sent another email
- Aug 11: got fed up!
Note that in every email and when leaving the phone message I was polite. It has now been over two months that I have gone without a rear dash cam. Ask yourself, is it ever ok to have to wait two+ months to obtain a replacement part for something you bought? Apparently Lukas thinks its just fine.
I'd like to end by thanking the dash cam enthusiasts here for posting so much good information about dash cams. Reviews and comments were very helpful for my first purchase and I am sure they will help with my next one!
To any admin who might read this post: have you considered adding a "Customer Service" folder so that we can post about our experience good and bad with dash cam companies in one place?