CoopEarl - 1 month ago, Verified purchaser
I took my time researching monitors and bought the camera end of May 2019, along with the Lollipop brand monitor. I set them both up and periodically would check the feed on my phone for picture quality and features over a week. Note: my son was not yet napping or sleeping in his nursery, so I put stuffed animals in his crib. Owlet has less features, but the picture quality and especially the night vision was better. At the time I was not concerned about being able to download videos. So we choose Owlet and returned the other.
Months later when the time came and we started having him nap in his crib and we were continuously streaming video on our phones (Apple) the audio would cut in and out and then just shut off. The lag time was about 3 seconds. We would hard re-start the app and get the audio to work again but it would stop again. When rotating the phone for full screen viewing the screen would go black, and would have to re-start the app. After several weeks later, beginning of December, I reached out via e-mail to Owlet customer service about the audio issues, and did everything they suggested: remove device from app, logout of app, deleted and reinstall app, unplug camera, plug in and pair again with the app. We had improvement for about a week and the issues came back. Also it took about 4 days to get a response via e-mail. They sent out a new camera right after Christmas, and installed it, new cables and plug in adapter and the audio was worse! It was transmitting a very faint white noise. Not white noise from the sound machine in his room, you couldn’t hear anything from the room. And by faint I mean I had the volume full blast on my phone and you could barely hear it. At this point in time we were sleep training and my son was now sleeping in his room, and set up a simple $20 audio monitor so we could hear him. I emailed immediately what the issue was and that we were using a backup monitor now. I did some more research deep in the FAQ on the website, and it is a known problem that there is audio issues with Apple devices. I tried the app on my sister’s Android phone and no luck. 4 days later… the reply I received was “What exact audio issues are you having now?” Not even I’m sorry you are still having issues! At that point I was done, I said I want to return it and get my money back, and return the smart sock! I went and ordered the Lollipop monitor again. The next day when I did not get a response to the request to return the items I called into customer service. The gal I talked was a lot nicer and helpful, and seemed to think the new camera they sent was defective since it was not the same audio issue as before. Also said they had just done an update to the app, and asked if I would be willing to try a new camera. I was also told I could not return the camera and sock to them since I did not purchase it through their website. I received the new camera two days after calling customer service and immediately set it up. While I was setting it up, had just connected it and was attaching it to the wall mount when the audio went out. I restarted the app and it worked again. We continued to use it that night, with the backup audio monitor, and in the middle of the night the audio went out again. I’ll be returning the two they sent and setting up the Lollipop monitor. Hopefully Target will at least give us store credit for the original one we bought back in May.