The product does not perform as promised and they have cut back product support - no longer do they conduct support over the phone if your system was purchased two years prior or longer. The system is supposed to provide access to the cameras remotely, via your phone, tablet or computer. This requires their service to link your phone app to your DVR. They do this through a "peer-to-peer" or proxy server. This is an ongoing service that they must provide in order to make the system function as advertised - an ongoing no-fee service that is integral to the value of the product - without it, the product is not anywhere near as worthwhile. Anyone buying ANY such system, expects such access. The problem is that the proxy service is often down and there is no indication what the problem is. Secondly, and more importantly, they never acknowledge that the problem is on their end. Instead, they GASLIGHT the customer by suggesting that the problem has to do with the customer failure. They suggest that any of the following is to blame: internet service or internet speed; failure to update to the latest software or firmware; they insist that REGULAR and REPEATED re-boots are the solution - they even made me restore the device to factory defaults and completely reset and re-setup the system. This is an absolute failure on their part to deliver what was promised. That this system would perform the remote access function was primary reason for most everyone who would purchase this system. Costco needs to weigh on this and use their market power to influence a positive outcome for the customers that trusted Costco to market a supposed quality product.