topic How to escalate a case with arlo support? in Arlo Pro

How to escalate a case with arlo support?

arunnair — Wed, 22 May 2019 20:50:42 GMT

I have been given the run around with Arlo . After processing my RMA and me sending a device back to Arlo ( tracked royal mail) . They seem to have no clue where the device is nor when a replacement will be send.

The chat and phone support has been absoutlely unhelplful, with the same canned answer. With no resolution.

Is there a way one can esclate a case within Arlo?

How to escalate a case with arlo support?

arunnair — Wed, 22 May 2019 20:50:54 GMT

case id 40796839

How to escalate a case with arlo support?

ShayneS — Wed, 22 May 2019 20:51:10 GMT

Hi @arunnair

After reviewing your case, it appears you are being sent another RMA device, is there another case regarding the issue not being resolved?

Re: How to escalate a case with arlo support?

arunnair — Wed, 22 May 2019 21:11:01 GMT

I decided to call the support number and after being on call for nearly 2 hours and being put on hold for atleast 20 min. The agent comes back repeating the same story that they contacted the warehouse and they don't havee an update. Only when I said I will not hang up to a very rude agent who intitally seemed more in hurry to get off. In her words 'we have other customers waiting and who kept mentioning her supervisor is busy was I patched to someone who started an rma.
One of the worst customer service I have ever seen. I was quite happy with device till I had to deal with support. Now I would never recommend arlo to anyone else. Atrocious customer service...

Re: How to escalate a case with arlo support?

ShayneS — Wed, 22 May 2019 22:21:45 GMT

Hi @arunnair

We apologise for the poor experience you received with support, after reviewing your case, it looks to be in the process of being resolved. I will contact you via PM with further information.

Re: How to escalate a case with arlo support?

arunnair — Fri, 24 May 2019 16:44:50 GMT

Thanks for sending the camera. However, why does Arlo make everything so diffcult??? I received the camera today without a battery. I am nto sure if its the pro or wire free they sent.

I had sent my Arlo pro back with its batteries!. Do i need to send this back and new one with battery will be sent ?

Re: How to escalate a case with arlo support?

jguerdat — Fri, 24 May 2019 21:10:14 GMT

The instructions should have said to send only the camera, no accessories. At this point, contact support again to see if they can help or if you need to buy a new battery.