There have only been a few times in my life where I've truly been impressed with online companies. Most are simply a place to buy a product. Generally after a sale, support becomes an after thought if there is any support at all. But I have to tell you about a company that I've dealt with on several occasions, and I am so impressed, I have to write about it.
If you've been to DaculaWeather.com, you've probably noticed my webcam on the front page. The camera is sold by a company called Sharx Security. I discovered this small New Hampshire company about 3-4 years ago when I was looking for an IP based camera I could use on my website. Basically, an IP webcam is a self-contained video camera that has it's own built-in DVR, has its own built in web server, and operates independently from any computer. The particular camera I bought can be connected to your network via ethernet cable or through a wireless connection and depending how you set it up, can be viewed from anywhere on the internet if you so desire. The camera I purchased is one of their indoor cameras and mine doesn't have infrared, however, they have both indoor and outdoor versions, the outdoor versions all have infrared and it's an option on the indoor version. These cameras can do it all. The can send three simultaneous streams at once, 640x480, 320x240, and a mobile 176x144. It can record on motion, record continuously and snapshot on alarm. It can email on alarm, FTP upload to a webserver, it supports Dynamic DNS and uPnP, and supports security for viewing access if you desire. There really isn't a lot that it doesn't do. I like the little indoor version I have because I can move it around anywhere I want, as long as I have a power outlet.
While I can go on and on about how great the cameras are, what truly makes these products and company stand out is their outstanding service and support. Never in my life have I experienced a company that provides the personal attention and willingness to go above and beyond in providing support for their products.
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I started having an issue with my camera shortly after moving it to its new location. Having dealt with Sharx before when I initially purchased the camera, I knew they would be responsive. But little did I know how responsive they would be with an out of warranty product.
After an email or two back and forth, I was surprised to receive a phone call from them. What a pleasure to speak with a human (and a very nice one at that) and be able to explain my situation. After I tried a few of his suggestions, I was still having issues. At that point, they made me an offer that shocked me. Not only could I trade my old, out of warranty camera in for a new one, I also had the option of having mine repaired, OR, just send mine back and get a used one for free. Did you hear that? Get another camera for free? Seriously? So I decided to send mine back and get a replacement. But wait... not so quick. I get an email from them and they were finally able to remote in to my camera, made some changes, updated the firmware and guess what, it works. Not only did they solve my problem, they were extremely persistent in trying different things in order to get it to work. They could have very easily said sorry, it's out of warranty, you'll just have to get a new one. I was blown away.
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I already had plans to buy an outdoor version (SCNC3605) with infrared and my recent experience with Sharx just confirms my plans. I have dealt with technology for almost 30 years and I have never come across a company that would go out of their way to help their customers like Sharx does. When you buy from Sharx, you're not just buying a product from a company off of the internet. You're buying a product from people that understand how to support their customers through thick and thin, good and bad. I can tell you this, I have no reason to ever buy a security camera for my home from anyone other than Sharx Security. If you are considering a security camera for your home for indoor or outdoor use, and you have more questions regarding the Sharx cameras, I'll be more than happy to try to answer them for you.
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