# My AOSU Warranty Experience **URL:** \ **Category:** Ask aosu\ **Tags:** service-support\ **Created:** [April 23, 2025, 3:41am UTC](https://community.aosulife.com/t/my-aosu-warranty-experience/603 "2025-04-23T03:41:20Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![boblin2](https://yyz2.discourse-cdn.com/flex034/user_avatar/community.aosulife.com/boblin2/32/141_2.png) [@boblin2](https://community.aosulife.com/u/boblin2)\ **Post date:** [April 23, 2025, 3:41am UTC](https://community.aosulife.com/t/my-aosu-warranty-experience/603/1 "2025-04-23T03:41:20Z")
I’d like to begin by stating that, apart from owning a several AOSU cameras, I have no affiliation with the company, nor was I asked to share my experience. On March 11, 2024, I purchased a pair of AOSU 2K Cam D1 outdoor security cameras (wired power). They were easy to install and worked flawlessly until mid-February 2025, when the IR LED illumination failed on both cameras. I was able to confirm it was the IR LED’s by using the IR light from an indoor camera to illuminate the scene. Since both cameras failed within the same week, I suspected a firmware update issue—or perhaps the -35°C overnight temperature had caused the malfunction. **How AOSU Support Handled My Issue** 2025-02-26, 10:57 PM: I contacted AOSU via an online support form. 2025-02-26, 11:40 PM: AOSU support (Purple) emailed and asked me to run a few tests. 2025-02-27, 12:56 AM: After completing the tests, I provided the results, snapshots and videos. 2025-02-27, 03:27 AM: Purple offered to send me a replacement camera. 2025-02-27, 08:56 AM: I gladly accepted and confirmed my delivery address. At this point, I wondered whether I would receive a single camera or a pack of two. 2025-03-02, 12:00 PM: A replacement camera arrived, and it worked perfectly. 2025-03-02, 12:46 PM: I emailed Purple to inform them that I had only received one camera. 2025-03-03, 04:03 AM: Purple confirmed that another camera had been dispatched. About five days later, I received the second camera. I am truly impressed by the service I received. Based on this experience, I’ve happily recommended AOSU to friends and family. A big thank you to the AOSU support team. Bob ---
**Author:** ![johninterlandi](https://yyz2.discourse-cdn.com/flex034/user_avatar/community.aosulife.com/johninterlandi/32/150_2.png) [@johninterlandi](https://community.aosulife.com/u/johninterlandi)\ **Post date:** [April 27, 2025, 1:56am UTC](https://community.aosulife.com/t/my-aosu-warranty-experience/603/2 "2025-04-27T01:56:26Z")
Thats good to hear, forget about getting replacement cameras from most companies. Especially if their inexpensive ---
**Author:** ![efonkam](https://avatars.discourse-cdn.com/v4/letter/e/b3f665/32.png) [@efonkam](https://community.aosulife.com/u/efonkam)\ **Post date:** [May 1, 2025, 4:00am UTC](https://community.aosulife.com/t/my-aosu-warranty-experience/603/3 "2025-05-01T04:00:01Z")
I like how you detailed everything including the time stamps. Aosu support rocks for sure. ---
**Author:** ![aosu\_Captain](https://yyz2.discourse-cdn.com/flex034/user_avatar/community.aosulife.com/aosu_captain/32/676_2.png) [@aosu\_Captain](https://community.aosulife.com/u/aosu_Captain)\ **Post date:** [May 6, 2025, 9:14am UTC](https://community.aosulife.com/t/my-aosu-warranty-experience/603/4 "2025-05-06T09:14:41Z")
Thank you for sharing. The display of timestamp is very novel. We will definitely work harder to provide better products and services. ---
**Author:** ![jeffmalnar](https://avatars.discourse-cdn.com/v4/letter/j/d78d45/32.png) [@jeffmalnar](https://community.aosulife.com/u/jeffmalnar)\ **Post date:** [May 20, 2025, 10:30pm UTC](https://community.aosulife.com/t/my-aosu-warranty-experience/603/5 "2025-05-20T22:30:04Z")
Did the same for me, different problem same result. Excellent customer service.