topic Re: I can't beleive I can't get live support!!! in Arlo Essential Outdoor 2nd Gen

I can't beleive I can't get live support!!!

Big_Dee — Fri, 13 Dec 2024 00:40:12 GMT

I am really upset to find I have bought a security system and although the app tells you can get live support for 90 days after purchase, it's disabled in the app and when I try to call the number I get a busy signal apparently to deter calls. I have an account which is more expensive than most other cameras of this type too. The product is made in China like all the rest just the brand is owned by an American company. I'm going to send it all back!

Re: I can't beleive I can't get live support!!!

Big_Dee — Fri, 13 Dec 2024 01:06:08 GMT

I just discovered it requires your modem to be set at 2.4 Ghz when 5 Ghz is more powerful albeit at shorter ranges but my wifi is locate inside by the front door, When I went to 5 Ghz, my internet speed increased 400% (from 20 to almost 90 mbps). Since 2.4 is used by just about everything it is weaker and more proen to interference like cell phones and microwaves! This is a just made me even more upset I the device battery will burn up I guess!

Re: I can't beleive I can't get live support!!!

StephenB — Fri, 13 Dec 2024 14:11:10 GMT

@Big_Dee wrote:

I am really upset to find I have bought a security system and although the app tells you can get live support for 90 days after purchase, it's disabled in the app

Phone support is available if you have subscription (either trial or paid). The option is grayed out when the support center is not open. It is open from 6 am to 6 pm US Pacific time.

Re: I can't beleive I can't get live support!!!

Big_Dee — Fri, 13 Dec 2024 15:37:03 GMT

I had just recieved my camera and installed the app update (I had an account already just not active) and bought the subscription, then tried to activate the camera. I called during those hours, but how do I know their time Zone is? It's afternoon here and if I can't reach them that's all that matters to me!

Through my own diligence, I realized it was a bandwidth issue i use 5G and it's 2.4G. This is the time of year when many people buy electronics and you would think they could do a better job than show IA or data searches down your throat basically shows their intent is to limit live support. When support is lousy, I move on to a product that will provide it without the hassles!

Re: I can't beleive I can't get live support!!!

Big_Dee — Fri, 13 Dec 2024 15:38:04 GMT

Through my own diligence, I realized it was a bandwidth issue i use 5G and it's 2.4G. This is the time of year when many people buy electronics and you would think they could do a better job than shove IA or data searches down your throat basically shows their intent is to limit live support. When support is lousy, I move on to a product that will provide it without the hassles!

Re: I can't beleive I can't get live support!!!

StephenB — Fri, 13 Dec 2024 21:19:57 GMT

@Big_Dee wrote:

how do I know their time Zone is?

That is why I told you the time zone.

I don't work them, and it is clear to folks here that access to support needs to be improved.

Re: I can't beleive I can't get live support!!!

Big_Dee — Fri, 13 Dec 2024 21:35:02 GMT

I don't believe that is where support is the number is listed on the website area code 201. I also sent them a message and no response either. But still I called in the afternoon so Pacific time is my time right now so why didn't they answer then? If you call the number it's to request a call back too. This is terrible CSV

Re: I can't beleive I can't get live support!!!

StephenB — Fri, 13 Dec 2024 21:42:35 GMT

@Big_Dee wrote:

I don't believe that is where support is the number is listed on the website area code 201.

Don't google for a phone number, instead you use the support center in the app. Googling almost always leads to a scam support site.

Re: I can't beleive I can't get live support!!!

Edinburgh_lad1 — Fri, 13 Dec 2024 21:50:05 GMT

Let me tell you about my recent experience of dealing with Hue, which is owned by Signify. My Hue bulb developed a fault. Not only did they replace it with a better one (Hue ambience for Hue white), but also followed it up with a phone call, and when I didn't answer, with an email to check that all's good and I'm satisfied with the replacement. There are more companies like that, for sure, but Arlo isn't amongst them.