topic Re: Customer Service Contact in Arlo Pro 2

Customer Service Contact

SweetTee — Sat, 03 Feb 2024 14:51:52 GMT

My camera has been disconnected from my account. I received a notification to factory reset the camera.

I have tried to charge and reset the camera with no luck. Since the camera is disconnected I am not able to contact customer service.

The phone number link in the app is not highlighted for me to call.

Again, the camera won’t charge. So, I cannot connect the camera back to my account. The camera has been charging since Monday, January 29, 2024.

How can I speak with someone? If I can’t reach anyone by Monday, February 5, 2024 I will file a formal complaint against Arlo Technologies.

Re: Customer Service Contact

ShayneS — Mon, 05 Feb 2024 21:40:08 GMT

Hi @SweetTee

What does the status LED display when you plug it in?

Re: Customer Service Contact

SweetTee — Tue, 06 Feb 2024 05:18:02 GMT

Hello Shayne S,

No status lights are coming on at all. No light that shows that the camera is charging.

This is the second time that I’ve had this issue. This is the replacement camera that was mailed out to me September 2023 for the original essential spotlight camera that I purchased March 2023 online through Arlo.

Re: Customer Service Contact

ShayneS — Tue, 06 Feb 2024 17:08:04 GMT

Can you PM me the serial number of the camera? I'm not seeing an essential camera associated with your account.

Re: Customer Service Contact

SweetTee — Wed, 07 Feb 2024 02:25:03 GMT

Hello Shayne S,

Private message has been sent with serial number.

Re: Customer Service Contact

ShayneS — Wed, 07 Feb 2024 18:59:21 GMT

Thank you, I have escalated this for you and someone from Support will be reaching out to you as soon as possible.

Re: Customer Service Contact

SweetTee — Thu, 08 Feb 2024 01:39:01 GMT

Thank you so much! I really appreciate your help.

Re: Customer Service Contact

ShayneS — Thu, 08 Feb 2024 17:49:32 GMT

You are welcome. Let us know if you have any other questions.

Re: Customer Service Contact

SweetTee — Wed, 14 Feb 2024 02:58:11 GMT

Hello,

I still cannot connect the new camera. The camera cannot be located/found during the installation process.

I charged the camera for 24 hours. Now the camera is blinking amber twice then goes blank. No flashing lights!

May I please have a refund so that I can purchase another brand product that actually works? I have been without outdoor video for more than 3 weeks.

Re: Customer Service Contact

ShayneS — Wed, 14 Feb 2024 17:18:32 GMT

@SweetTee

Did the support team successfully contact you regarding this? I can escalate this to my team if you would like them to reach out for the best time for you and set up a call.

Re: Customer Service Contact

SweetTee — Thu, 15 Feb 2024 01:49:29 GMT

Good evening!

No one has contacted me as of today. I responded to about 4 different requests to update my case. I provided this same information.

Yes, please escalate my case. I am growing tiresome of sending and receiving non-working Arlo branded products.

A full refund would be the best option. I purchased this product from your website so the transaction is verifiable.

It is very obvious that the essential camera series are not quality products. I previously had the Pro 2 series.

Due to the end of life cycle and the new subscription requirements, I no longer have that product. I had only one incident with one camera out of the 3 that came with the set. I purchased that set May 2020.

I bought this new essential spotlight camera in March 2023 to replace the one camera that Arlo refused to provide an update for.

The camera has now been replaced 2 times and counting. In my opinion the window for testing the successful quality of a product has passed. Please consider paying restitution for my money, time spent, and frustration with the unsuccessful installation processes.

Re: Customer Service Contact

ShayneS — Fri, 16 Feb 2024 19:13:22 GMT

@SweetTee

Jeff from my team will be reaching out. You should be receiving an email from him to help resolve the issue or refund.

Shayne

Re: Customer Service Contact

SweetTee — Fri, 23 Feb 2024 04:10:20 GMT

I am returning the replacement spotlight camera S/N: A6G3674D1363
RMA# 7265743

I am keeping Spotlight camera replacement S/N: A56G387LD1268. I was able to connect the camera to my internet.

Re: Customer Service Contact

ShayneS — Mon, 26 Feb 2024 19:01:13 GMT

Thanks for the update.

Re: Customer Service Contact

SweetTee — Sat, 08 Jun 2024 14:45:57 GMT

Good morning ShayneS,

It’s me again and I am having the same problem. My Arlo Essential Spotlight camera will not connect to the internet/can’t find my camera.

This will make the fourth/4th time since I purchased the camera April 2023. This has been the worst experience that I have ever had with any purchased product by a manufacturer.

Please help!

Re: Customer Service Contact

GCQ — Sun, 01 Dec 2024 01:27:52 GMT

I really would love to see this company succeed. It's headquartered less than 30 minutes from my house and I specifically went with Arlo, wanting to support them.

Big mistake.

They could help themselves and gain a positive reputation simply by providing better customer support. How can you run a tech company and offer any tech support in real time? When people have trouble, they want help.

I can't recommend this company to any friends or family because of this lack.

I've had nothing but trouble with the system start up. The base station recognizes the cameras, but won't let me move beyond the prompt to rename them. Each time I get the big red X, saying to try again. I have not got one single camera to connect to the base station. And the doorbell camera won't connect either-- can't enter my wifi network. I'm sure this could all be easily solved IF I COULD JUST TALK TO SOMEONE.

I even tried subscribing to Arlo Plus-- guess what??? Error message. Can't subscribe.