Backstreet Surveillance Reviews

I bought 4 camera system about 11 months ago, since I have returned and received 4 replacement cameras, not a good track record. A camera should work correctly at least one year without anything going wrong with it. I believe the root of the problem is the cameras and parts are made in china, the reputation is cheap parts and slave labor, especially since cameras are complicated. The cameras from Backstreet need to be checked that they work correctly before sending to customers. Tech support in USA is a good thing but they can't remotely fix defective parts. RJ 4-29-2021

I purchased a four camera/DVR system with install (cameras only, already had the CAT cables ran when house was built). The installation went perfect and the tech was very professional and polite. Prior to the install, I detailed how I wanted the cameras installed/mounted, but when the tech arrived he recommended a change in the install of the cameras, although it required more work and time on his part. Thought it was an upsell pitch, but nope, same price and he was right. Now to the rating for the tech support and my frustration. After the install, I was having some issues with all cameras be recognized by the DVR system. Called tech support and advised to leave a message as all were busy, which I left one. After a couple of days and no call, I called again with the same all were busy message and left another message. I also sent a couple of emails describing my issue. A few days later the install department called me to see how the install went. I advised I was very happy with the installation of the cameras, but had some issues with the DVR and advised leaving the voice messages a couple of times and emails with tech support. I was told by the install manager that he would email the support team that I had left messages and emails. Been three weeks and no call back or email replies by tech support. I only have one of four cameras recognized by the DVR and still trying to figure out the issue.

First let me say that their tech support is superb, They take the time to answer questions and assist real time in setting up your system. However, if you purchase a wireless system be prepared to ask a lot of questions before you buy. The sales guys are very helpful but they really aren't familiar with the capabilities and limitations of wireless vs wired system. All of the online videos are geared to what the wired systems can do and do not state that certain software capabilities don't apply to wireless systems. To be honest not sure any wireless system on the market can.

Here is my experience with Backstreet Surveillance. I bought an Elite 8 camera NVR with five PoE cameras last year (2019).
Pros:
1. Camera image is very good
2. Most cameras can display color images under low light conditions.
3. So far, they've honored their 5 year warranty.
4. Their technical support team is friendly and helpful. They can connect remotely to the NVR and help you resolve some technical issues.

Cons:
1. The PoE cameras are completely unreliable. The failure rate for my cameras is 100%. All five cameras have stopped working in less than 1 year and have been replaced. This was completely unexpected given their price point (premium). Every time a camera fails, you have to go through a lot of work (uninstall the camera, package it, ship it back and wait several weeks to receive a replacement. Then you have to install it - make sure to keep the package because these cameras do not last long before they fail again).
2. The NVR's processor is not powerful enough to playback all 5 cameras simultaneously (although the NVR can support up to 8 cameras).
3. The NVR loses it's time synchronization and it you have to adjust it's time periodically. I've called support and they've verified that I have the latest firmware but these problems cannot be fixed.
4. Technical support staff is limited and you need to call multiple times to follow up (although slow, they are friendly and helpful but don't expect a fast response all the time).

These cameras were installed under the roof (not exposed to the elements) and the connectors and fittings were enclosed in electrical boxes designed for exterior use with silicone applied all around the box. Inside the box, the cables were protected with generous amounts of electrical tape... there is ABSOLUTELY NO WAY that water would get into the fittings/connector areas.
The fact that ALL my cameras have failed (100% failure rate) makes it very improbable that all connectors and fittings are bad. In addition, when I examine the playback videos, I can see the specific points in time in which the cameras lose connectivity and it happens at predictable times during the day (regardless if it rains or not) and there is NO humidity in the area.

Returned a defective dvr. First they sent me the wrong replacement dvr. Then they send me a dvr without a hard drive. What good is a dvr without a hard drive? After 3 months of waiting, I purchased a hard drive from amazon. Currently disputing the $300 charge with my credit card company.

I've been working with Backstreet Survillance and have had superior support and Technical Assistance. I really appreciate the advice and support I have received.

I had a problem with live stream from my phone so I called tech support and spoke to George, he was very nice, easy to talk too and took his time to take me step by step to get everything up and running. Great job and thx. for all the help George!

I purchased an 8 camera Elite system two years ago and installed it myself using the 100 foot cables provided. Everything was as advertised and worked as advertised. I called the support staff a few times with minor questions and always got excellent help. Recently I had one camera fail (after over 2 years of use) and the support staff helped me troubleshoot and verified the camera was dead. Within 7 days I had a new replacement camera. Ironically the next week another camera quit but it was replaced quickly as well. All under warranty.

Backstreet gives lifetime telephone support and I got a 3 year warranty on equipment, however, they now have a 5 year warranty on equipment.

The support staff is excellent. I have used them several times for things I didn't quite understand and they are always patient. If they are jammed-up with calls they will get back to you within 24 hours or sooner. At least that has been my experience.

IMO you can't go wrong with Backstreet Surveillance.

John V. (System purchased May 2017)

Approximately a year and a half ago my father-in-law purchased a system from Backstreet Surveillance to install in his new house when it was finished being built. The house is now finished, and we attempted to install the camera system. Unfortunately, the kit did not include the detailed installation guide that I now understand should have accompanied the kit, and it was unclear that the system needed a router to connect the cameras to the controller.

Lacking that knowledge, I contacted technical support the next morning. Initially, I spoke with a technician who informed me of the need for a router, and that the system needed to be connected to the internet through the router. When I advised the technician that we lived in Alaska, and our only access to the internet was through a small hotspot (connected to the cellular network, and the hardware did not have a port to connect a router), he stated the system required an internet connection to work. Without getting into the details, the conversation degraded while I was attempting to determine a solution, and I asked to speak with a supervisor. The technician refused to transfer me to a supervisor (stating there were none available), and eventually hung-up on me.

After a little research, I contacted the General Manager for Backstreet Surveillance, Mac Jorgensen. When I explained the problem to Mr. Jorgensen, he immediately identified a solution, confirmed his solution with Rick the technical support manager, and apologized for their employee's behavior. He then transferred me to Rick the technical support manager, who shipped us a router that was designed to fit the need of our application (free of additional charge).

While the behavior of the original technician was unprofessional and unacceptable, the swift corrective actions of both Mr. Jorgensen and Rick more than made up for the bad experience. Everybody can have a bad day, and I understand that (although we should keep our personal life out of our profession it's hard not to). The helpful attitude by everyone else involved took a bad initial impression, and made it a very positive experience. I gladly commend Backstreet Surveillance's customer support with a 5-star rating!