I'm new to security cameras and have been lurking this forum for a while soaking up all the knowledge. I finally pulled the trigger in the beginning of this year and bought a couple of cameras with an NVR from Nelly's. I never post but felt the need to do so because of the excellent customer service they have provided to me. Since I'm new to this I contacted them many many times with questions, both over the phone asking for recommendations and afterwards after I made my purchase. Enough to probably annoy them with my newbie questions but they never acted that way. I was always spoken to with respect and professionalism even when I'm sure I asked a lot of bonehead questions. I always received prompt responses to my questions with very descriptive instructions walking me through configuring and troubleshooting everything. I've requested newer firmware that they didn't post on their site yet (thinking now that I bought it they won't care to help anymore) and they obliged by the following day. I unfortunately had a problem with my NVR (not their fault) and they worked with me so I could troubleshoot myself before having to send it back. In the end I had to send it back but they were quick with checking my NVR to confirm there was a problem (and not user error) and sent me a replacement as soon as they tested it. If you're new to this hobby (for the lack of a better word) then I highly recommend Nelly's Security. I can't tell you how many times in my life that I bought something from companies and then got the runarounds and a headache when the company made my life hard returning or fixing my problems. Nelly's has a great reputation and in my eyes they've earned it. Special thanks to Nichelle for her patience with me and for all her help!!!
Excellent customer service!
- Thread starter baltomare1
- Start date
Hey @baltomare1 We really appreciate the feedback and kind words. Thanks for choosing us for your surveillance needs and as always feel free to reach out anytime with any questions at all!
I will give them a thumbs up for support, I have bought a lot of stuff from them with little issue and when I did have to Harass them about minor issues they were good to me. No problem for them to bug into my systems and correct me about settings or something i overlooked, they are solid and I will continue to buy from them.
@c hris527 Thank you for the positive feedback and repeat business! As always, reach out to us with any questions you have that we can help with.
I just completed an installation of NVR and five 4k cameras. I fouled something up in the ip camera password portion of the wizard directed installation. The Nelly's tech chat guy figured it out and talked me through the solution.
Just finished reinstallation of replacement NVR for failed NVR. The tech guys figured out the problem and arranged for prompt RMA and turnaround. Nelly's customer service is a great value. (The 3 super low light 2K cameras I installed earlier this year are a huge upgrade over the regular 4K cameras - dramatically improved night performance and near equal daytime performance.)
Sean Nelson
Pulling my weight
These guys are top-shelf. I recently went through the RMA process on a product with them after it seemed like there was a strange hardware fault with it. Tech support worked with me and were very responsive. Finally, we decided to RMA and that process was super quick as well, and completely painless.
Good customer service really does set companies apart.
Good customer service really does set companies apart.