topic Re: Poor service in Arlo Pro 2

Support help

smitty24 — Fri, 25 Oct 2019 17:21:35 GMT

Anyone else experience issues with a camera and subsequently little to no help after? The Arlo support is years behind SimpliSafe. I called in since there’s no email address that’s supplied for support. Was on the phone an hour and a half. Was told back on October 10th they would ship a replacement camera. Still nothing. Similar issue with SimpliSafe and had replacement within 5 days.

Re: Poor service

ShayneS — Fri, 25 Oct 2019 17:20:02 GMT

HI @smitty24

Do you have the case number and or RMA number. I would like to look in to this for you. Thank You

Re: Poor service

smitty24 — Fri, 25 Oct 2019 17:56:22 GMT

41191488

Re: Poor service

ShayneS — Tue, 29 Oct 2019 21:53:12 GMT

@smitty24

Have you sent the camera to be replaced back yet?

Re: Poor service

smitty24 — Tue, 29 Oct 2019 22:30:20 GMT

I have not. I was told I would receive the shipping carton, have yet to receive. I don’t know where or to whom I’m supposed to ship the camera. I can tell you what your competitor does. They ship a new camera along with a shipping label which makes it extremely easy for the consumer.

Re: Poor service

ShayneS — Tue, 29 Oct 2019 22:39:48 GMT

I would suggest contacting customer support and inform them of the issue with your RMA & provide the RMA #. I have attached the link here for you - Arlo Tech Support

Re: Poor service

smitty24 — Tue, 29 Oct 2019 23:06:55 GMT

I’ve tried that, after an hour and 27 minutes I’m at the same spot I am now....

Re: Poor service

ShayneS — Tue, 29 Oct 2019 23:15:45 GMT

@smitty24

I have escalated this issue for you. Support will be reaching out to you as soon as possible. Please keep me informed & I will be here to assist you.