topic How do you get in touch with people who can actually help with an issue? in Arlo Essential Wire-Free Cameras

How do you get in touch with people who can actually help with an issue?

BopBabycakes — Fri, 04 Dec 2020 01:03:57 GMT

I was promised resolution two days ago and it has not happened. Web chat just gives me the run around. Is there a way to talk to someone at Arlo who can actually help. Yes, I've tried the retailer and they are also useless.

Re: How do you get in touch with people who can actually help with an issue?

JamesC — Fri, 04 Dec 2020 17:15:26 GMT

BopBabycakes,

What are you experiencing? We may be able to help you here on the community.

You can always contact Arlo Support through any of the methods listed in the support center: Arlo Support Center

JamesC

Re: How do you get in touch with people who can actually help with an issue?

BopBabycakes — Fri, 04 Dec 2020 22:01:10 GMT

Thanks James, I have been having daily web chats with their support and I just keep getting brushed off with the "we are looking into it" line.

On Monday I bought these cameras at a local retailer that were the last ones in stock. They had been sold and returned by a previous customer but I was promised they had been checked and were as new. The previous customer clearly installed them which triggered the three month free cloud access. Now I can't get the cloud access. I asked Arlo support if they could remove the previous customer's use and give it to me. They said it would take up to 2 days. It's now been five days.

Neither Arlo nor the Retailer are giving me any help and in the meantime I can't access any recordings.

Re: How do you get in touch with people who can actually help with an issue?

BopBabycakes — Fri, 04 Dec 2020 22:05:10 GMT

This morning's reply:

"Please be informed that we already requested for a trial plan reset for the your Essential cameras . We are still waiting for the feedback as of now . Our Engineering team is not available on weekends so most probably we will receive a response on this request on Monday. Rest assured that I will get back to you on this as soon as I receive feedback from them .

"Your patience and cooperation is highly appreciated."

So it will take over a week for them to do this. Is it reasonable?