Misleading customers, unreliable features, security concerns, and unacceptable support
I purchased two complete eufy camera systems for two different locations, trusting the brand and the features advertised. Unfortunately, after a long period of use, my experience has been extremely disappointing.
The biggest issue is the gap between what is advertised and what actually works. The geofencing feature is promoted as part of the eufy ecosystem, but in my experience it has never worked correctly. This is not an isolated issue or a phone compatibility problem.
The support team repeatedly blamed my smartphones, but I tested the system with multiple devices from different manufacturers, including Samsung, Apple, Motorola, Google, and Xiaomi. The result was always the same: geofencing did not work reliably.
After many complaints from users, eufy added a "Beta" label to this function, but this happened only after customers had already purchased products based on the advertised capabilities. Customers should not have to discover after buying a product that an advertised feature is actually experimental or not working as expected.
This creates a serious feeling of being misled as a customer. A company should be transparent from the beginning and clearly communicate limitations before customers spend money on a product.
Another unacceptable issue is a shared account that cannot be removed from my device list. Despite many contacts with customer support, troubleshooting attempts, and weeks of waiting, there has been no real solution provided. For a security product, this lack of control over accounts and access is extremely concerning.
I also experienced repeated video frame losses during recordings and live viewing, affecting the reliability of the system. A security camera that loses important video frames cannot provide the level of confidence expected from such a product.
Furthermore, I have serious concerns about the overall security approach of this system, as unresolved account management issues and weaknesses in user control can potentially put customer data and privacy at risk.
The most frustrating part is not only the technical problems, but the lack of respect shown toward customers. I invested in two systems, spent a significant amount of time testing, reporting issues, and communicating with support, but after around 18 months there are still unresolved problems and no effective solutions.
The hardware has potential, but a security system is not only about hardware. Reliability, software quality, data protection, transparency, and customer support are essential.
My experience has been a waste of time and money. I expected a professional company that listens to its customers and solves problems. Instead, I received unresolved issues, unclear communication, and features that do not perform as advertised.
Rating: 1 star out of 5 — because of misleading features, unresolved problems, reliability issues, security concerns, and unacceptable customer support.