@mafiatu7uh 

mafiatu7uh wrote

  @Hilbert-TP 

Yesterday I followed up with TP-Link support, and today there is still no response, it's very sad, it seems like TP-Link support for the Indonesian region is very indifferent!! What should I do? should I accept this defective Tapo C520WS product with an open heart?

Hi,

We sincerely apologize for the frustration and inconvenience you’ve experienced regarding the delayed response from our support team. We understand how important timely assistance is, especially when dealing with a product issue.

To help us better assist you, could you kindly confirm how you contacted our support team? If you submitted your request via email, please note that it usually takes 1-2 business days for our email support team to respond during standard working hours. If your concern requires urgent attention and you haven’t received a reply yet, we recommend trying to contact our support team via phone for a quicker resolution.

If you continue to face difficulties reaching our support team, please feel free to send us a private message through the platform’s back-end messaging system with your email address and contact number. We will do our best to follow up internally on your case and help accelerate the response process.

We deeply value your feedback and trust in our products, and we will strive to improve our service to ensure a better experience moving forward. Thank you for your patience and understanding.

Best Regards,

  @Solla-topee this fault has been reported over six month ago and the advice is the same now as it was then. Its an appalling amount of time not to resolve this fault. Even if the Firmware auto reset every hour that would be better than not enabling pan and tilt as i have done. Constantly referring those affected to TP Support, and then those that have updated to the Beta Firmware confirm it has not resolved the fault shows that TP-Link are not on top of this. There are lots of features to like about this camera, but i will not be recommending this camera to anyone looking to purchase a pan and tilt camera.

  @R

RJ-C660 wrote

  @Solla-topee this fault has been reported over six month ago and the advice is the same now as it was then. Its an appalling amount of time not to resolve this fault. Even if the Firmware auto reset every hour that would be better than not enabling pan and tilt as i have done. Constantly referring those affected to TP Support, and then those that have updated to the Beta Firmware confirm it has not resolved the fault shows that TP-Link are not on top of this. There are lots of features to like about this camera, but i will not be recommending this camera to anyone looking to purchase a pan and tilt camera.

J-C660 

I couldn't agree more! Here I am getting a second hardware replacement which I know will not fix the problem. To my knowledge, there are two hardware variations and I can confirm they both have the same issue.

The best that we could do is keep opening support tickets, post in the forums and post our experience in Amazon. All in the hopes it triggers a fix or saves someone else from agony.

It's true, there's a lot to like about these cameras but everyone like me will revert to tried and true brands that stand behind their products. I was really wishful I would replace my Google ecosystem with these. No such luck.

  @ttaidapos 

ttaidapos wrote

  @ttaidapos 

ttaidapos wrote

  @Hilbert-TP 

 

Sure I will. It will achieve nothing! You have 3 different forum topics on this issue, not 1, 3! You also have a handful of reddits and Amazon!

 

Why have hundreds of people contact support instead of simply correcting the issue!

 

Someone needs to escalate this, it's really not hard. All they have to do is deploy a workaround, perform "Pan and tilt every 6 hours" and buy some time to either correct the software issue or release a statement that it's hardware and we have to live with the workaround.

 

Contacted support and they're sending me yet another camera replacement. I will post back with details.

 

Something of note. My original camera was Hardware version 1.6. The replacement camera I was sent was hardware version 1.0. Regardless, they both had the same exact issue. After you setup the camera, it's actually perfect for a few days. Then it goes back to the same problem when auto tracking is ON and the camera doesn't return to the default position.

 

Both cameras were on firmware 1.1.7 build251226 rel53177n

Received my second replacement by contacting support. Camera is revision 1.6 and sure enough, after 24hrs it has the same issue. What a waste of resources. Clearly, this is now 100% a software issue. Any moderators reading this, please escalate!

  @Hilbert-TP Every one should get on Amazon and give this camera a 1 star. Maybe that will get some attention.

Im from germany, buy the c500 model yesterday..and i noticed same issues. So what i understand no one really want solve the issue... but i belive maybe its the cable? Maybe its to strong/to short/to long/to heavy... however. Its a shame that no one helps customers realy in 6 months! And no sell stop... no warnings etc... but no problem, i dont want be a beta tester. I wand a finished product. So tomorrow i send it back and look for another company. I have no time for this...

ttaidapos wrote

  @ttaidapos 

 

ttaidapos wrote

  @ttaidapos 

ttaidapos wrote

  @Hilbert-TP 

 

Sure I will. It will achieve nothing! You have 3 different forum topics on this issue, not 1, 3! You also have a handful of reddits and Amazon!

 

Why have hundreds of people contact support instead of simply correcting the issue!

 

Someone needs to escalate this, it's really not hard. All they have to do is deploy a workaround, perform "Pan and tilt every 6 hours" and buy some time to either correct the software issue or release a statement that it's hardware and we have to live with the workaround.

 

Contacted support and they're sending me yet another camera replacement. I will post back with details.

 

Something of note. My original camera was Hardware version 1.6. The replacement camera I was sent was hardware version 1.0. Regardless, they both had the same exact issue. After you setup the camera, it's actually perfect for a few days. Then it goes back to the same problem when auto tracking is ON and the camera doesn't return to the default position.

 

Both cameras were on firmware 1.1.7 build251226 rel53177n

 

Received my second replacement by contacting support. Camera is revision 1.6 and sure enough, after 24hrs it has the same issue. What a waste of resources. Clearly, this is now 100% a software issue. Any moderators reading this, please escalate!

  @ttaidapos 

Hi,
We understand how frustrating this must be, especially after going through a replacement and still seeing the same issue. 

To help push this forward and get you a more definitive resolution, could you please share your support ticket ID? We’ll try to help follow up with the support team internally and see if we can get more attention on your case. Our goal is to make sure this is properly investigated and that you receive a satisfactory solution as soon as possible.

Best Regards,

mafiatu7uh wrote

It's really a shame, a lot of time has been wasted, and up until now I haven't received a reply from TP-Link support regarding my problem. I've asked several times via email, and maybe it will be until the warranty expires before they reply to my email.

  @mafiatu7uh 

Hi,
We fully understand your frustration — especially after spending so much time trying to resolve the issue without receiving a response.
Could you please share your support ticket ID with us? We can help follow up with the support team internally and remind them to prioritize your case.
We want to make sure your issue gets the attention it deserves and that you receive a proper resolution as soon as possible.

  @Kaderekusen  @user10111111111 

Hi,

We completely understand your concerns and frustration—especially after reading other users’ feedback. It’s totally reasonable to feel cautious in this situation.

We’d like to clarify that the reason we proactively shared information about the beta firmware is because it has shown positive improvements in recent optimizations. Our intention is to provide an earlier option for users who are experiencing similar issues, rather than asking you to go through unnecessary testing.

For this case, we still recommend reaching out to the support team to obtain the beta firmware. After testing, if the results are still not satisfactory, the support team can further analyze your specific situation and provide targeted follow-up solutions based on your feedback.

We appreciate your understanding and cooperation.