https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807228#M7036 <P>Hi James C - thanks for the quick response!&nbsp; Ticket #: 42170729.&nbsp; Brian sent me the link to the warranty, as follows, then on the phone he said that a replacement camera can't be issued because the cause of damage isn't covered under warranty.&nbsp; the second reason he gave is that the camera wasn't installed properly w/ the locking device and usage of Arlo-issued tools.&nbsp; That is simply not true - the flood light device was installed to specifications.&nbsp; To make that assertion is not appropriate and is unfounded.&nbsp; And lastly, Mel is the customer service agent who initially responded to my ticket.&nbsp; She requested more information and pics, which i sent her via ticket update on 12/28, and then she went dark - no response.&nbsp; It took me a phone call follow-up today, on hold for 45 minutes, then an awaited call-back from Brian to even determine where this ticket stood.&nbsp; Very frustrating.&nbsp;</P><P>&nbsp;</P><P>Here is Brian's response to my phone inquiry, where I don't see his 'Act of God' exclusion that he cited on during our earlier phone conversation today.&nbsp; Thanks for any assistance you can provide, James.&nbsp; It does not seem right that after barely 3 short months, I should have to pay for another flood light on a $1,276 order....</P><P>&nbsp;</P><P>Rohini</P><P>&nbsp;</P><P>Kindly refer to this Article for Arlo Warranty policy<BR /> <BR /> Attached Article:<BR /> <A href="https://www.arlo.com/en-us/about/warranty/default.aspx" target="_blank">https://www.arlo.com/en-us/about/warranty/default.aspx</A><BR /> <BR /> regards,<BR /> <BR /> Brian<BR /> Arlo support</P> Thu, 07 Jan 2021 21:28:35 GMT rbhurl 2021-01-07T21:28:35Z https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807175#M7024 <P>Floodlight was damaged due to storm.&nbsp; Customer service rep says the camera is irreplacable under warranty due to 'Act of God' exclusion.&nbsp; Camera is less than 3 months old.&nbsp; I don't understand why the camera is not covered!&nbsp; Only solution is to purchase a new one at our expense? Very unreasonable and unacceptable solution.</P> Thu, 07 Jan 2021 16:30:56 GMT https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807175#M7024 rbhurl 2021-01-07T16:30:56Z https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807190#M7028 <P>rbhurl,</P> <P>&nbsp;</P> <P>Do you have a support ticket I can refer to for this?</P> <P>&nbsp;</P> <P>JamesC</P> Thu, 07 Jan 2021 18:18:12 GMT https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807190#M7028 JamesC 2021-01-07T18:18:12Z https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807228#M7036 <P>Hi James C - thanks for the quick response!&nbsp; Ticket #: 42170729.&nbsp; Brian sent me the link to the warranty, as follows, then on the phone he said that a replacement camera can't be issued because the cause of damage isn't covered under warranty.&nbsp; the second reason he gave is that the camera wasn't installed properly w/ the locking device and usage of Arlo-issued tools.&nbsp; That is simply not true - the flood light device was installed to specifications.&nbsp; To make that assertion is not appropriate and is unfounded.&nbsp; And lastly, Mel is the customer service agent who initially responded to my ticket.&nbsp; She requested more information and pics, which i sent her via ticket update on 12/28, and then she went dark - no response.&nbsp; It took me a phone call follow-up today, on hold for 45 minutes, then an awaited call-back from Brian to even determine where this ticket stood.&nbsp; Very frustrating.&nbsp;</P><P>&nbsp;</P><P>Here is Brian's response to my phone inquiry, where I don't see his 'Act of God' exclusion that he cited on during our earlier phone conversation today.&nbsp; Thanks for any assistance you can provide, James.&nbsp; It does not seem right that after barely 3 short months, I should have to pay for another flood light on a $1,276 order....</P><P>&nbsp;</P><P>Rohini</P><P>&nbsp;</P><P>Kindly refer to this Article for Arlo Warranty policy<BR /> <BR /> Attached Article:<BR /> <A href="https://www.arlo.com/en-us/about/warranty/default.aspx" target="_blank">https://www.arlo.com/en-us/about/warranty/default.aspx</A><BR /> <BR /> regards,<BR /> <BR /> Brian<BR /> Arlo support</P> Thu, 07 Jan 2021 21:28:35 GMT https://community.arlo.com/t5/Arlo-Pro-3/unresolved-ticket-warranty-exclusion/m-p/1807228#M7036 rbhurl 2021-01-07T21:28:35Z