topic Re: Support Center - Active Support Request in Arlo Home Security System

Support Center - Active Support Request

643 — Tue, 04 Mar 2025 16:12:33 GMT

This is in reference to the Support Center - Support Request on the web.

I have an open ticket and have been getting emails requesting additional information. However, when I open the ticket in a web browser, the only options are to:

Add an attachment (which I have done in the past, but several level 1 techs have said they can't see the attached files)
Request a phone call.
Chat with us.
Close the request.

How come there is no "textbox" and a "Reply" button? This seems like it would be an obvious addition to the site.

Another issue with the site is that when a tech replays, they add markup language to their response, however the site only displays plain text. So when they add a markup, instead of seeing a clickable link, you something like this:

Arlo SupportSupport Site - href="https://support.arlo.com/"" target="_blank">href="https://support.arlo.com/" target="_blank" style="font-size: https://support.arlo.com14px;">https://support.arlo.com style="font-size: 14px;">Community Site - href="https://community.arlo.com/" target="_blank" style="font-size: https://community.arlo.com" target="_blank">14px;">https://community.arlo.com

Re: Support Center - Active Support Request

BrookeN — Tue, 04 Mar 2025 19:54:18 GMT

Can you please send me a screenshot where you are experiencing this behavior?

Re: Support Center - Active Support Request

643 — Tue, 04 Mar 2025 20:53:28 GMT

Re: Support Center - Active Support Request

643 — Wed, 12 Mar 2025 12:52:37 GMT

I add the screenshots to the post but have not heard back. Any updates?

Re: Support Center - Active Support Request

BrookeN — Wed, 12 Mar 2025 13:31:30 GMT

Support is looking into this, I will update the community as soon as possible. To update the case you can call or chat and they can pick up where you left off. For the pictures you should be able to add those.

Re: Support Center - Active Support Request

BrookeN — Mon, 24 Mar 2025 14:41:51 GMT

@643 Were you able to update the case or talk to support?

Re: Support Center - Active Support Request

643 — Mon, 24 Mar 2025 15:40:29 GMT

I cannot find the case that I opened in regard to this particular issue. I did reopen the one regarding the "automation delay" as it was closed with no explanation and no follow up. It's almost like the level 1 support group is just closing cases to minimize a backlog or aging. I'm sure there are ways, on your side, to see who and when cases are closed, but to end-user it just shows that it is set to inactive.

Re: Support Center - Active Support Request

643 — Thu, 03 Apr 2025 16:57:32 GMT

@BrookeN again, the Level 1 support group has set my support ticket to "Inactive"

Since there is NO dialog box on the web site, the only way an end user can post something is via an attachment. I posted a simple text file asking for a fix explanation. Although the Level 1 group CANNOT see the attachments. When I went back to look at the ticket this is what they posted: "We could understand that you are trying to send an attachment, but unfortunately we didn't receive the attachment so kindly send it to customerservice@arlo.com"

There needs to be simple dialog box, that allows the end users to post comments, without having to add an attachment. I realize this may not be a top priority for development but if the end users can't communicate with the support group via the web site, what's the point of, having it?

Re: Support Center - Active Support Request

BrookeN — Thu, 03 Apr 2025 17:44:15 GMT

I am taking your feedback and letting support team aware of the behavior you are seeing. In the meantime I would be more than happy to get support to reach out to you. can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.