topic Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere in Arlo Pro 2

How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

KLDEVON — Wed, 01 Nov 2023 14:55:45 GMT

I have submitted multiple support tickets, and I just seem to be going around in circles. I want to raise an official complaint how do I do this?

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Thu, 02 Nov 2023 22:06:15 GMT

We have escalated your community post and a support agent from your region will reach out to you with a status update.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

KLDEVON — Thu, 23 Nov 2023 10:50:13 GMT

I still haven't managed to get this resolved, and I haven't been contacted by anyone about it either. How do I escalate this?

I have been battling to get a refund for several months, I have raised multiple tickets and spent hours of my time on this. Why don't Arlo have an effective complaints procedure?

I have been supplied with a defective device, and the replacement was also defective, so Arlo are clearly in breach of the Consumer Protection Act (the cameras were not fit for purpose), and it seems to be impossible to actually get anyone to resolve this without me spending another huge chunk of my time on the issue.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Mon, 27 Nov 2023 21:14:50 GMT

I have reached back out to support and escalated your ticket. I apologize you have not had this resolved. Someone will reach out to you soon.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

KLDEVON — Tue, 05 Dec 2023 09:19:10 GMT

I still haven't had anyone contact me about this. I first bought the unit in August, and despite raising multiple cases I have neither had a solution to the problem, nor a refund. I can't get hold of anyone to complain to.

I have returned the units, I have sent the certificate of posting, what else am I expected to do to get my money back?

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

LS2 — Fri, 08 Dec 2023 02:11:27 GMT

Over 3 hours in chat. Dropped 3 times. Had to repeat issue each time. I then called and was provided with the simple answer which was: buy a new basestation.

i asked how to escalate a

complaint and I was then put on hold for 15 minutes so I hung up.

This interaction is close to the worst support service I’ve ever had.

Arlo, are you interesting in resolving the issue with my basestation and keeping a customer?

thanks

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Fri, 08 Dec 2023 15:08:37 GMT

@KLDEVON someone should be reaching out to your directly in regards to your refund.

@LS2 It appears you have a case open and they are waiting for further information regarding your basestation. Please follow up with that case.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

LS2 — Sat, 09 Dec 2023 04:39:38 GMT

I’ll call the number I called yesterday. Let see what happens.

I’ll provide an update here, good or bad.

So far I’m quite disappointed but I’ll give Arlo one more chance to turn this around.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

P-Atrevio — Thu, 14 Dec 2023 13:48:59 GMT

I'm having a similar problem getting any sort of response. A case was opened but nobody actually attempts to resolve the case. In my situation i'm being charged for something that i didn't authorize and there is no way to turn it off.

Not sure if link to my issue works..

https://community.arlo.com/t5/Arlo-Video-Doorbell-Wire-Free/Unauthorized-Credit-Card-Charge/m-p/1939073/highlight/true#M4412

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Fri, 15 Dec 2023 15:41:22 GMT

I have responded on your original post, as stated please allow a few more days for a support rep to get a hold of you.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

eatsh1tarlo — Thu, 21 Dec 2023 03:26:38 GMT

Arlo hates their customers. Wish I would never have wasted my money on their inferior products.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Thu, 21 Dec 2023 20:09:54 GMT

@eatsh1tarlo can I help you with something.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

tenacious_g — Wed, 27 Dec 2023 06:13:14 GMT

I also need to raise an official complaint about how to support requests have been mishandled. I have been given the wrong information since running around in circles and at one point was accused of being a liar. I actually lost it and completely verbally abused the person I was speaking to because I’ve actually had enough. I’ve been a customer since 2018 and that was when they had great service and now the service is just **bleep**. They owe me like $75 for a subscription that I never even got to use and I have a faulty camera under a warranty that they are taking ages to replace and just missing me around I am so over Arlo the next camera system I get is not going to be Arlo I’ve had it with them

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Tue, 02 Jan 2024 20:28:08 GMT

We have escalated your community post and a support agent from your region will reach out to you with a status update.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

Diamant — Fri, 05 Jan 2024 19:39:43 GMT

I want to raise an official complaint !
I cancelled my services with Arlo months ago yet you continue to charge my credit card ! And no matter how many times I try to log on to see if I can fix it that way it show that I do not have an account so please tell me how is it you are still charging my card then ??

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Fri, 05 Jan 2024 21:00:09 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

Re: How do I raise an official complaint with Arlo? New app is not a good one .

Aaronpools — Mon, 01 Jul 2024 23:12:51 GMT

The new app is going to put arlo down in the same group as all the other camera compants

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

Thekcop — Wed, 21 Aug 2024 02:27:15 GMT

I have been a faithful customer needing to file a complaint as well for something that has been ongoing. Simple fix but not allowed by Arlo. Most recent call I requested the rep send me to escalation 11 times. I have a 15 detailed entry I was asked to perform. She actually didn’t move forward with troubleshooting because there was an email she needed me to address. Really? Severely question their training unfortunately. Have stood beside Arlo and my blurry screens. Need a phone call. And a return receipt.

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

ELPASOTX915 — Fri, 15 Nov 2024 16:59:00 GMT

Going thru same thing they deducted 32 dollars in November with another card I had know they are saying I didn't pay my November payment...they hanged up on me very rude can't get thru always in circles I pray for Divine Justice 🙏✝️✨🕊️ PSALMS 91

Re: How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

BrookeN — Fri, 15 Nov 2024 17:11:42 GMT

I have reached out to support regarding the subscription charges, support will be reaching out to you as soon as possible.