topic Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi in Arlo Pro

magnetic camera mounts seem to have trouble holding the cameras in a fixed position without moving

Hagasan41 — Thu, 05 Jan 2017 17:35:51 GMT

Sadly my first post here is about the lack of ANY kind of customer service I have received so far from multiple Netgear Specialists. Long story short, I reached out to customer service regarding the magnetic mounts included with my Arlo Pro 4 pack camera system. The magnetic camera mounts seem to have trouble holding the cameras in a fixed position without moving. I was concerned about the possibility of the cameras falling and becoming damaged or becoming useless as a result of the viewing angle changing so I purchased the indoor/outdoor mounts to securly mount the cameras. The mounts seem to be weak and according to some members here unable to support the addiitonal weight of the Pro cameras. It seems like I was not the only person to complain of the weak magnetic mounts, but I am unwilling to scuff the surface of the mounts or apply rubber strips to address the flaw.

I first contacted Netgear on 12/10/16 and nearly a month later and several emails back and forth I still have no resolution. As a note, I purchased a 2nd 4 camera pack system to give to my parents prior to the back and forth with Netgear Customer Service. I also provided screen shots of my receipts to prove I was truly a loyal customer and simply wanted a working kit without spending more money to make it work.

To this date they have not provided me with a solution.

Still waiting Netgear...

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

mmoilio — Thu, 05 Jan 2017 17:36:04 GMT

Hi. I am hear to let you know Netgear is here to ignore you. I had multiple problems with my arlo system, months of emails and calls to resolve the issue with Netgear online and staff here stateside, the guy that helped me stateside is a class act, Netgear is garbage. After going through all of the hoops Netgear agreed to refund my money on the system. They made me send it back with great urgency with the agreement that as soon as they received the unit they would mail me a check, that was 11.01.2016. After calls, emails and excuses still no check. I contacted my state attorney general and they are ignoring them too. I am out the money and the unit.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

JamesC — Thu, 05 Jan 2017 17:38:42 GMT

mmoilio,

I have reviewed your case and it appears it has been escalated and is currently being handled by the finance team. Please refer to your open support case for any additional updates.

Hagasan41,

I would like to offer assistance with this issue. Please provide the case number you have open with the support team and I will review your case and escalate as necessary.

JamesC

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

mmoilio — Sat, 07 Jan 2017 01:48:58 GMT

I received an email with the refund, but the amount was wrong on the low side, I emailed them with the correct and agreed upon amount. Please see they check the email.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Retired_Member — Sat, 07 Jan 2017 02:02:03 GMT

Hagasan41,

I found that, when mounting the mounts, if you screwed the screw too far in that it wouldn't latch and if you left the screw too far out that it wouldn't hold. I did, however, find that there's a nice sweet spot in the middle that holds the mount very firm and will totally support the weight of the cameras. Maybe you should play with it a bit.

That's my .02, anyway.

Thanks,

Dave

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Hagasan41 — Sat, 07 Jan 2017 02:06:40 GMT

Hi James,

My case number 27775494. Again, I want to stress that the level of support every si gel Netgear representative has demonstrated thus far is unacceptable. My issue has been bouncing around through several different specialists all asking the same information and offering nothing but scripted responses and apologies.

I appreciate your quick response and any help you can provide.

Thank you

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Hagasan41 — Sat, 07 Jan 2017 02:21:06 GMT

Thanks Dave but my issue is with the supplied magnetic mounts. I mounted them fine they just didn't hold the cameras properly. The indoor/outdoor mounts I purchased work properly, but I shouldn't need to spend an additional $60 dollars to ensure my cameras stay in position. It's been nearly a month of lip service and no solutions from Netgear. I've purchased several items from this company and most recently added an Arlo Pro system to my parents house. My Dad is using one of the magnetic mounts outside so hopefully he doesn't experience the same issues I did with the mounts.

I'm reserving recommending this company and any of it's products based on the lack of service and poor communication I've experienced so far. I look forward to changing my opinion with a favorable response.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Retired_Member — Sat, 07 Jan 2017 02:36:13 GMT

Hagasan,
I'm not sure but I still think we're talking about the same thing. You're talking about the ones included? Silver dome, surrounded by a white circle? Single screw? Those were what I was referring to. My pack also came with the multi-screw, screw-camera-on mount but I have yet to use it.

Dave (Mobile)

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

mmoilio — Sat, 14 Jan 2017 00:39:01 GMT

I contacted the three times and I was ignored again. Please contact your accounting department and have them issue the remainder amount of $191.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Hagasan41 — Sat, 14 Jan 2017 02:13:14 GMT

Still no response either.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Hagasan41 — Tue, 24 Jan 2017 03:15:26 GMT

James, I still have not been contacted. Every time I call it's a wait time of more than 5 minutes.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

JamesC — Tue, 24 Jan 2017 21:55:38 GMT

Hagasan41,

I have requested an update for your case. An agent will contact you soon.

JamesC

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Hagasan41 — Tue, 14 Feb 2017 03:10:11 GMT

James,

I apprecaite the support you are demostrating but my issue with Netgear continues. All I have received is a set of redesgined mounts that I have no need for and a ton of lip service and generic responses. Not one single "specialist" is willing to make my issue right and come to an amicable resolution. To top it off now it seems my driveway camera is pixilating and I will need to get it replaced. Below is my latest response to one of the many represenatives I've been working with.

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Appology? I HAD to spend addditional money and purchase the indoor/outdoor mounts because the magnetic mounts included with my Arlo Pro kit were faulty. The cameras did not hold their poisition using the original mounts and allowed them to slip. It's been well over two months later and I'm finally sent redesigned mounts that I have no use for as I already purcahsed new mounts at $19.99 each. Returning the indoor/outdoor mounts to the retailer I purcahsed from is not an option. It's unethical and dishonest as nothing is wrong with the mounts I purchased.

So again, what can you do to make this right? Does it seem fair that I had to purchase new mounts at the cost of $60.00 to make your security system work? I don't understand the logic or the excuses. Obviously there is an issue as the new magnetic mounts I received are smooth and seem to hold the cameras much better. So what are you able to do to make this right and retain me as a customer?

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

oillogger — Tue, 14 Feb 2017 16:55:31 GMT

Hagasan41, I have the four camera VMS4430 Arlo Pro system and also have an issue with the cameras slipping dome magnetic mounts. Did the new mounts help and what steps did you take to receive the new type magnetic dome mounts? I agree with you it is not fair to have to purchase the indoor/outdoor mounts when the provided mount should have worked from the start. The Arlo Pro is highly avertised as an outdoor system and should have been ready to go straight from the box. Maybe Netgear is starting to learn from the Apple playbook on how to force the consumer to purchase a bunch of overpriced accessories with every product they sell.

While Netgear have attempted to answer a lot of the concerns and needs of customers with their Arlo product line unfortunately there are quite a few bugs that still need to be worked out.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

Hagasan41 — Wed, 15 Feb 2017 00:54:49 GMT

Oillogger,

Good post. It's unfortuante Netgear has so many disconnects witthin the company. Poor product quality and a substandard customer service department will certainly drop this entore product line right into the sale bin while loosing customers in a competitive market. They are obvoiusly having issues with the original magnetic mounts when used with the new Arlo Pro cameras. The revised magnetic mounts have a rubberized very smooth texture v.s the rough textured mounts that came with the system. They have an opportunity to make it right and provide great customer service. Instead they are simply choosing to reply in circles and mislead furture customers.

The resposnes I've received from Netgear's representatives have been extremely dissapointing. Latest conversation below.

Hi,

We do understand what you are feeling right now and we really do apologize for it.

However, please be informed that we can only process a replacement on our NETGEAR - Arlo device that are proven defective and cannot process a refund on them.

The best option we can provide to get a refund on the additional magnetic mount you purchased is to return them to the store.

Again, we do apologize for the inconvenience it has caused you.

Regards,

May-Ann
Expert ID 46456
NETGEAR Technical Support

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The bigger issue is that I have yet to be contacted by anyone with a sincere applogy and willinglness to keep a customer. I'm unclear how you expect me to return the indoor/outdoor mounts to the store when it's passed the 30 day return policy because of the slow response and lack of service from Netgear.

I purchased a defective product and then was forced to spend $60.00 on new mounts to use my $600 camera system. I'm certain Netgear would like to keep a positive reputation as providing quality products and outstanding customer service. Passing the blame to the store is not an answer. What else can be done and who do I need to contact to make this right?

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

oillogger — Thu, 16 Feb 2017 00:01:54 GMT

Hagasan41, thanks a bunch!!! The replacement mounts are headed my way. Was not too difficult. About a 30 minute adventure. Hopefully this resolves the problem of the cameras slipping down and hopefully Netgear is shipping all of their Arlo Pro systems with the new mount so new customers do not encounter the same problem.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

BosGuy — Thu, 16 Feb 2017 11:36:17 GMT

I had the same problem with the magnetic mount. I came up with a simple fix. I used one small piece of 3M double sided sticky tape at the bottom of the mount - this prevents it from turning when the camera is on it. I agree 100% that the current screw design is stupid and doesn't work - if a child had tested the product they could have pointed out the flaw to Netgear.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

oillogger — Thu, 16 Feb 2017 13:16:19 GMT

BosGuy, so you used the tape as a stop at the bottom or did you cover the dome and stuck the two together in place? It is my understanding the new mounts will be rubber coated and may be enough to hold the camera in place. If not then the double sided tape may end up as the solution path.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

jguerdat — Thu, 16 Feb 2017 13:22:50 GMT

FWIW, I used a small piece of balloon (thanks, TomMac) between the camera and mount which worked fine and is easily removeable. My cameras were replaced and I found they wouldn't slip so I no longer use the balloon trick.

Re: magnetic camera mounts seem to have trouble holding the cameras in a fixed position without movi

BosGuy — Thu, 16 Feb 2017 13:42:56 GMT

I just put the double sided tape at the bottom of the mount on the back between the mount and the wall. This way the mount doesn't rotate from the weight of the camera.