Lorex Systems Stop Working After Update Class Action

Lorex Corporation sells video surveillance and monitoring systems, including cameras, recorders, and other items, for consumers and small businesses. According to the complaint for this class action, Lorex forced customers to accept an update to its systems that did not work properly and that resulted in customers being unable to view the feeds from their systems, and in some cases, interfered with the working of the system’s components.

The Nationwide Class for this action is all persons in the US who bought a Lorex security camera system or security camera or recorder, for personal or commercial use and not for resale, who lost access to their video feed after Lorex’s firmware and mobile app upgrade on or about July and August 2019. There is also a California Subclass for those in California.

Lorex’s systems are supposed to allow customers to view the feeds from their systems remotely, on smartphones, tablets, or computers, through the use of its downloadable apps.

In the middle of 2019, Lorex began announcing a coming update of its systems. Lorex claimed to have “thoroughly tested the update process” and admitted that “there may be a few unexpected interruptions to customer devices.”

The result, the complaint alleges, was much worse than that: “[W]hen Lorex consumers performed the firmware update, they discovered that they could no longer connect to their security cameras’ video feed[s] from their cell phones or other mobile devices.” On August 15, 2020, Lorex stopped supporting the Lorex apps that had previously provided remote access to the systems. Some ended up with security cameras that did not work with the new systems.

Unfortunately, the complaint alleges, “Lorex fails to provide any technical support in the states where it markets and sells its security cameras, and as a result, when any technical failures of the system appear[], Lorex refuses to fix the issue by inspecting the cameras or equipment. Instead, Lorex provides only limited technical support over the telephone for consumers.”

However, the complaint claims, when people called Lorex, “they encountered technical service representatives who were untrained and ill-equipped to help.”

The plaintiffs in this case “describe participating [in] calls that lasted most of the day[,] finishing the call with no resolution to their issues.” These customers would call back again, and “when they reached a new Lorex representative, Lorex would say they had no record of the previous call and no new answers to their problems.”

At times, customers were told that a new camera or DVR was being sent to them, but they would wait “after waiting for weeks” and not receiving anything, they’d call back, only to be told that there was no record of a replacement being sent to them, or that they were not entitled to new equipment.

Some customers have now been without proper use of their security systems for months.

Article Type: Lawsuit
Topic: Consumer
Tags: Did Not Work Properly After Update, Electronic Apps and Updates, Security System or Device