Lorex Cloud

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I am on my 4th Lorex. They WERE a decent biz, paste tense. Now all help is overseas and the worse kind. They will LIE outright to you, hang up on you, put you on endless hold, and play pre-recorded troubleshooting lips despite you not needing them. They don't know networking, they know Tele prompts. Unethical and apathetic. They pulled the plug last Thursday to roll out a new app. That left millions of us unable to view our businesses online. I finally got the truth when I acquired the customer reps full name, and he realized i intended to file a complaint with corporate if he didn't level with me. It was after about 12 hours on the phone. There were fires on my business street and i was left wondering if i was affected. Thats why i was so dedicated. I have 2 systems to replace. Im done with them. Ive sent them so many referrals back when they were good, but when Dahua bought them out in fall of 2018 (they were already making their products) they went downhill ever since. Tomorrow I'm buying a Hikvision and ill buy a second for my home as soon as budget allows. Ive replaced countless ac adapters and fans in their cheap dvrs. In the end i haven't saved any money, I've bought 5 disposable systems. (Q-see before that) If my 1st system had been a decent quality like Hikvision it would have probably still be working. You get what you pay for. Costco should be ashamed selling this garbage.

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Lorex secure wasn’t great, but this new app, Lorex Cloud is so much worse. On my iPhone XS Max, the app is really slow to connect to my camera live feed and the aspect ratio is distorted. On my iPad Pro 11 inch (2019 model), the picture aspect ratio is also distorted. When viewing the video, the picture is “squeezed”. Switching the video from vertical to horizontal viewing is awkward and I constantly have to tilt my iPad to get it to change. Even worse, when entering settings, it doesn’t rotate at all forcing you to hold your iPad vertically to enter the information. If you are using the Apple Smart Keyboard which holds your iPad horizontally, the settings won’t display horizontally forcing you look at the screen sideways as you type in settings. The menu bar auto hides and disappears before you have a chance to look at all the icons and make a selection. It would be nice if this was user configurable so you could keep the menu bar always viewable while use in the app. The bottom line, I absolutely hate this new app but have no choice now that they have killed the old Lorex Secure app. Lorex needs to do a better job with application quality control and fully test all of their screens when holding iOS devices in both vertical and horizontal positions.

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Lorex Cloud was forced upon Lorex users to replace a perfectly well functioning app. This app is barely functional, full of glitches, and not at all intuitive. The picture is distorted and does not have the clarity you would expect with a 4K camera with HD playback set in the app (*see below for how to). The lag time in getting a live feed is unacceptable even when on the same wifi network as the system. For playback, it is often impossible to go back and look at a specific time frame to see what happened. Even when set to continous playback (alarm and motion off) it will get to the point you want to see then jump back 40 or 50 seconds. Then I tried moving to a couple seconds into the desired spot and it jumps forward. The app will not synchronize the play back of multiple cameras. They’ve had months to improve the app and no updates have been issued. Because of this app I truly regret buying a Lorex system. *There is a way to change the settings to HD playback for each camera. When viewing a camera’s playback hold your device upright and a different menu appears at the bottom. Scroll across to Video Quality and select it. Select HD. This has to be done with each camera separately.

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I have been a Lorex customer for a long time; back to the days when a tech support call was rapidly answered by a Canadian who knew the hardware from the inside out. Then they “progressed” to off-shore services that have no clue except to read from a card that obviously says: “If they ask this question, then give this answer.” If you get your useless answers within a couple of hours, then you are lucky. They will then pass you to a supervisor after another couple of hours for higher level useless ramblings. The hardware is good but is also slowly getting more problematic. I’m on my 4th right camera switch. After about 6 months, the cooling fan fails and the unit slowly melts down. This time on #4, I put my own cooling fan on it and it’s still working. Yes, I got the extended warranty, but you still need to go through telephone hell to get the replacement. The hardware and support are one system that should work seamlessly, but it certainly doesn’t at Lorex. Some corporate heads should roll over this, because it is costing them customers. I’m done with them! The only reason I don’t give them a ZERO is because there is no option. I’ll will give them a “splat.” You can probably figure out the substance I’m throwing at them! Goodbye Lorex!

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This app is needlessly complex and cumbersome and needs some polish on the UI/UX. I miss the Lorex Secure app that this replaces, which was simple, intuitive, and designed for the average user. It seems that this app puts the items that you would rarely use front and center, appealing to the edge use cases (commercial users?) and making the simple tasks onerous. The application should remember where I left off, and should not make me select a NVR when I have only one. Also I have 8 cameras (I imagine many people have 8 or 16, due to the number of ports on their NVRs) and I miss Lorex Secure’s 2x4 grid which fit well on the iPhone screen or the 2 large, 6 small grid which fit well on the iPad screen. (I doubt many people have 9 cameras). Also, for heaven’s sake, do not distort the image to make it fit in a square. One thing that this application does better is pan tilt zoom. I felt like I had mittens on when I tried to control the camera in the Lorex Secure app. I think a usability study would benefit this app immensely and I would love to sit down with a product manager and help out. As it stands today, it seems like features were hastily bolted on to make a deadline. I’m hoping for some improvements in the future because I love my camera system.