topic Re: Arlo Pro battery & charger issue.... in Arlo Pro

Arlo Pro battery & charger issue....

Jabroni — Wed, 25 Jan 2017 01:16:54 GMT

I have 8 cameras. All less than a month old.

7 have worked pretty flawlessly. Havent had to charge the batteries on any of them.

1 constantly has it's battery going dead. Im trying to charge it for the 3rd time this month and now it is telling me that:

"The charging source connected to the camera cannot charge your battery. Please use an Arlo power adapter"

1. I am using the Arlo power adapter

2. This camera/battery has been giving me issues from day one, it appears it finally just died on me

Did I just get a lemon? And if so, how best to handle customer support? Im assuming I just send it in to Netgear and they will send me a new one?

Re: Arlo Pro battery & charger issue....

jguerdat — Wed, 25 Jan 2017 01:31:49 GMT

The fastest thing to do is swap at the store. If not possible, you'll need to open a case with support.

Re: Arlo Pro battery & charger issue....

Jabroni — Wed, 25 Jan 2017 01:42:21 GMT

jguerdat wrote:
The fastest thing to do is swap at the store. If not possible, you'll need to open a case with support.

fair enough.

If I swap at the store, will Best Buy let me exchange the single camera for another?

I bought the cameras in the 4-pack kits. So Im wondering if I could just swap out one camera or do I have to return the entire box of them. That would be a major pain in the ass.

Re: Arlo Pro battery & charger issue....

bornie — Wed, 25 Jan 2017 14:14:17 GMT

my camera rechargeable battery is a bust as well. Arlo support is forcing me to return to Netgear for replacement. Frankly i'm disappointed they are forcing me to return at which time they will replace the battery.. this could take a couple weeks... considering this is a "security" camera system, i'm forced to go without one camera until they receive my defective battery. The customer svc phone wait is impossible and the chat with someone in the Phillipines is frustrating...I purchased at BB as well.. My 4 camera system is only a couple weeks young... Let me know if BB will allow you to swap out the battery! Thx!

Re: Arlo Pro battery & charger issue....

Jabroni — Wed, 25 Jan 2017 16:47:27 GMT

bornie wrote:
my camera rechargeable battery is a bust as well. Arlo support is forcing me to return to Netgear for replacement. Frankly i'm disappointed they are forcing me to return at which time they will replace the battery.. this could take a couple weeks... considering this is a "security" camera system, i'm forced to go without one camera until they receive my defective battery. The customer svc phone wait is impossible and the chat with someone in the Phillipines is frustrating...I purchased at BB as well.. My 4 camera system is only a couple weeks young... Let me know if BB will allow you to swap out the battery! Thx!

That was gonna be my next question...

Are we sure it's 100% the battery? Do these camera's have dud batteries from time to time?

Or could it be the camera itself? Being that it isnt even recognizing the charger.

Re: Arlo Pro battery & charger issue....

turbosix — Wed, 25 Jan 2017 17:15:31 GMT

1. buy another 4 pack kit

2. swap troublesome camera and battery from 4 pack kit with new one

3. return 4 pack kit

4. ???

5. profit

Re: Arlo Pro battery & charger issue....

bornie — Thu, 26 Jan 2017 04:08:03 GMT

Yes, battery depleted prematurely, would not recharge,, put battery from another camera into the camera that ran out of juice and it worked fine.. all signs are a defective battery. Turns out replacement is on the way!!! Beware of defective rechargeable batteries!

Re: Arlo Pro battery & charger issue....

AlphaWolfMN — Sat, 28 Jan 2017 00:32:01 GMT

I also have a camera that had problems from day 1. Supposedly the batteries should be charged when you receive them but one of my cameras wouldn't power on right out of the box, so I charged it. Since then it's been nothing but headaches because I couldn't get it to power on for more than a minute at a time. I contacted support and they asked me to swap batteries with one of my other cameras, and low and behold it is a battery fault, nothing wrong with the camera.

They are going to ship a replacement battery, but I hope it doesn't take too long.

Re: Arlo Pro battery & charger issue....

bornie — Sat, 28 Jan 2017 00:45:57 GMT

Just received my replacement battery today! Up and running again... will be attentive to future battery issues. Seems a widespread issue.

Re: Arlo Pro battery & charger issue....

BigDennis57 — Thu, 16 Mar 2017 17:30:04 GMT

I attempted this with a camera from a four-pack and Best Buy caught it instantly. The serial numbers did not match between the camera I purchased and the one from the four-pack. The manager eventually swapped it for me, but not until I pitched a fit about returning the entire four-pack over one camera.

Re: Arlo Pro battery & charger issue....

turbosix — Thu, 16 Mar 2017 17:34:56 GMT

wow, i guess kudos to that guy for actually doing his job? there's no way anyone at the best buy near my house would open the box you were returning and check every single serial number.

Re: Arlo Pro battery & charger issue....

BigDennis57 — Thu, 16 Mar 2017 17:51:20 GMT

I know what you mean turbosix! I was shocked the lady actually opened the box, took out the camera and compared it to the box label. I just didn't want to be forced to pull down an entire set of cameras over one bad apple. The lady couldn't rectify this for me, but the manager did. As a side note, I charged my first two batteries on the official Arlo Pro 2-battery charging station last night!! They are still scarce, but scored this one from Best Buy. Take care and thanks turbosix!

Re: Arlo Pro battery & charger issue....

JIGNACE — Sun, 26 Mar 2017 14:50:38 GMT

I am having the same issues. There is not a store nearby I ordered it on Amazon. Please advise

Re: Arlo Pro battery & charger issue....

JamesC — Tue, 28 Mar 2017 16:46:10 GMT

JIGNACE,

If you have tried the troubleshooting mentioned above and still are experiencing the same behavior, please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

Re: Arlo Pro battery & charger issue....

bornie — Tue, 28 Mar 2017 21:18:21 GMT

pretty obvious Arlo is having problems with both the rechargeable batteries and chargers and obvious that Arlo knows they have problems. Arlo should be receptive when expediting returns and replacement. I would have expected them to reach out to customers, proactively. I suppose my expectations are too high!

Re: Arlo Pro battery & charger issue....

JamesC — Wed, 29 Mar 2017 16:35:15 GMT

bornie,

Are you experiencing a battery issue? What behavior are you seeing? If there is a hardware problem, support will evaluate the issue and replacements can be provided via warranty claim.

JamesC

Re: Arlo Pro battery & charger issue....

BigDennis57 — Wed, 29 Mar 2017 16:15:14 GMT

bornie,

I have not experienced any issues, mechanically or electronically, with any of my Arlo Pro equipment. I have a total of 7 batteries, 1 two-bay charger and several wall chargers. They all seem to work flawlessly. However, IF you are talking about availability of said equipment, now that has indeed been a problem! Clearly Netgear underestimated the demand and supplies for this product line. Hopefully, once the present demand is met, these products will be much easier to locate and purchase. I personally would love to see the solar panels soon! Take care!

Dennis

Re: Arlo Pro battery & charger issue....

bornie — Wed, 29 Mar 2017 20:09:23 GMT

Dennis,

Arlo IS aware of battery/charger defects and seem to be operating in a state of denial by not publically addressing the problem. I'm down to 3 of 4 cameras operating from my 4pk Arlo Pro, a buddy that also purchase a 4-pack Arlo Pro system with me is down to 2 of 4 cameras operating because he too is not able to charge his batteries. He also has reported the problem to Arlo, Best Buy and is in the process of writing a letter to Netscape. Surprisingly or not, the Arlo CHAT line is not working and the only way to communicate problems to ARLO is via email, or by calling a number where you are put on hold, for upwards to an hour. I either want new batteries and charger or a refund in full for product defect!

Re: Arlo Pro battery & charger issue....

bornie — Wed, 29 Mar 2017 20:25:11 GMT

James,,, if you are the moderator then you know Arlo is having battery/charger issues. The cameras work fine its the rechargeable batteries that are defective or the charging system. I plugged a camera with over 50% battery life into the the charger for 6 hours and the battery did not charge at all. I have a buddy experiencing the same difficulty. In fact we both purchased seperate Arlo Pro 4pks at the same time from a local Best Buy. These cameras were purchased for security purposes. The are not performing as advertised. I expect Arlo to address the defects publically and directly.If its thru u as moderator, i expect replacement of the defective parts or a refund for $650. So,,, direct me to company representative. So far they are 3 days past my email to them reporting this repeated issue. The telephone # provided is impossible when trying to speak with someone directly. Show me that you and Arlo care before I go public with my complaints to Best Buy and my local news source.. Jack

Re: Arlo Pro battery & charger issue....

BigDennis57 — Wed, 29 Mar 2017 20:38:27 GMT

bornie,

Yes, it definitely sounds like you have a battery issue to me! I am assuming the other 3 batteries are actually charging, using the same charger that didn't charge the one bad battery. Luckily, I have not experienced issues with either batteries or chargers, but only the future will tell. I sincerely hope you are succesful in getting satisfaction with Netgear. Thanks for the clarification bornie!

Dennis