My father-in-law purchased a system from Backstreet Surveillance to install in his new house. 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.

I contacted the General Manager, Mac Jorgensen. When I explained the problem to Mr. Jorgensen, he immediately identified a potential solution, confirmed his solution with Rick the technical support manager, and apologized for their employee’s behavior. He had Rick immediately ship us a router that was designed to fit the need of our application free of 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!

Really liked the quality of the equipment and the tech support was awesome !, even when dealing with a bit of a difficult situation during programming and setup .
I'll DEFINITELY be coming back to this company for future purchases for some of my other clients.

Just wanted to say thanks to Backstreet Surveillance, my shopping experience with them was excellent. I purchased a WIFI NVR and I'm impressed with the performance of that little box. The WIFI range is excellent, better than my router's, it's quiet (no Fan), stays cool, they give you a lot of flexibility and help you design your system the way you like. The customer support is outstanding, they will assist you with any questions or issues you might have, something that is a luxury now a days. Kudos to Jake for assisting me during the NVRs setup, my system has been running 24/7 w/o a hiccup. I'm just a regular customer but believe in credit where is due. I highly recommend this company to anyone looking to get or upgrade a surveillance system in the near future.

Top to bottom a great company. Superior tech support and their website is so easy to shop and compare different prices.