This is a first for me so I am confused about the best route to take.
Scenario: installed hikvision at a residence in the mountains consisting of 4 hikvision ds-cd2532f-is cameras and an unbranded hikvision 7608ni-e2/8p NV, Asus monitor with built in speakers.
Customer wants full refund because states that night viewing is too grainy and customer cannot see/identify person approaching until they are closer to residence. Customer has motion lights but states they are not sensitive enough to detect someone moving very slowly and therefore will not turn on to provide additional lighting for cameras. Customer also states image has too much noise. Also claims I did not provide Hikvision NVR because it is unbranded. I told customer that I can provide letter showing proof of brand but customer contacted hikvision and was told it wasn'the theirs and would not be supported. I have offered to replace NVR but customer refused and wants me to pull out all. Quote does not mention brand and only states cameras come with audio.
After playback of the night video, I tend to disagree with their complaint and believe customer is unrealistic in their expectation. The video quality is actually very good considering the residence is in the woods without any additional lighting. You can make out really good detail including the water hose, sewer cap (which Customer claims someone is taking off), and a small pile of dirt . Good view extends out about 15-20 feet front the camera at night.
Customer requesting full refund because customer believes they should have a better image and better audio quality. What would you do, and what do you recommend I should do?