No response from tech support

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Marjorie Palmer
  • Edited

Bought a new camera should have learned my lesson from last one we bought. Can't get it to work and tech support doesn't help or call back.

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  • John Lockburner

    If you leave a message or send an email they will get back to you. It's the busiest time of year and it might take two or three days. What kind of problem are you having getting your camera going?

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  • Marjorie Palmer

    Well the problem is they tell something in the email that doesn't even pertain to the camera I have. I've emailed, called, left messages. How about just call me. Instead of email that doesn't resolve anything

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  • John Lockburner

    They will get back to you but it's going to take some time, I apologize. I will try and help if you can tell me what's going on

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  • Marjorie Palmer

    So I week isn't enough time? All I need is the registration code. The video they send doesn't work on my camera. The camera never can find network and it randomly shuts off when trying to get it set up

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  • Marjorie Palmer

    Says network registration denied

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  • John Lockburner

    What is the camera model and did you purchase a data plan?

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  • Neil Shelton

    I’m having the same issues. I’ve been using these cameras for years and they have generally been very reliable. The customer service was always top notch. I bought a new go cam last year and set it up on Tuesday. Added to my current plan and it can’t find a signal. Called and emailed and no response. Another camera I had in the field quit working Wednesday. Go all the way over there thinking it’s batteries but it’s not finding a signal either. I’m still paying for both plans while they’re not working. I’m sure they’re busy but one thing that set Spartan apart was their customer service. Every time I’ve called in the past I got to talk to someone right then. I guess now it’ll be Monday at the earliest before I hear back.

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  • John Lockburner

    Support is actually working today trying to catch up a little so there's a chance. Neil, what is your camera model and what is the firmware date showing on the status report page on the app?

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  • Neil Shelton

    Thanks for your help John. On the new camera it doesn’t say. On the older one it needs to be updated. It’s 9-30-19. All of my others are at least that old too but are working. I’ve sent commands to update them all. How do I update manually? Thanks

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  • John Lockburner

    Here's a list of the updates and instructions. Since you bought the camera last year I'm sure it needs updating as well.
    https://my.spartancamera.com/download

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  • Neil Shelton

    Thanks John. They actually called a minute ago. Got one going with an APN adjustment. The other needs firmware update. Thank you.

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