topic Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back. in Arlo Q

Replacement arlo q also doesn't work and they want me to pay for shipping it back.

kevinwesterberg — Fri, 12 Jul 2019 22:18:12 GMT

i had an arlo q replaced under warranty for free. they sent out the replacement and we send them the defective one. the replacement camera won't connect. i get the chime and am able to add the wifi. it says it finishes successfully but doesn't show up on my account. last time this happened with another camera it was because the camera was on someone elses account (they sent me that replacement camera also). support on the phone said it was on someone elses account and it couldn't be changed. i said well you sent me this so send me another and they wan't me to pay $17 shipping.

guy wouldn't let me talk to anyone else or supervisor. very frustrating.

Can anyone help?

Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back.

JessicaP — Mon, 15 Jul 2019 18:21:06 GMT

Hey kevinwesterberg,

Sorry to hear the experience you had with our support team. I've escalated your case to our team that your replacement camera you received from us didn't work and the shipping cost to send it back. If you don't hear back from them after 48 hours, feel free to let me know through private message.

Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back.

kevinwesterberg — Mon, 15 Jul 2019 18:23:01 GMT

Thank you. i paid the 17 cause i need the camera asap. hoping you can help me get a refund on that since this was not my fault and they sent me a faulty camera. thanks agian

Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back.

kevinwesterberg — Fri, 19 Jul 2019 19:23:29 GMT

ihaven't got a tracking number yet. they sent me a link to go to and it doesn't work. please let me know if one has been shipped.

Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back.

JessicaP — Fri, 19 Jul 2019 22:15:04 GMT

I've informed the support team that you haven't received a tracking number and that the link they provided you wasn't working. They should reach out to you through your case once they finish reviewing your case.If you don't hear back from them after 48 hours, let me know through private message.

Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back.

kevinwesterberg — Sat, 27 Jul 2019 18:24:30 GMT

haven't been contacted yet. please help with them shipping replacement. don't understand why it is taking this long. Thanks

Re: Replacement arlo q also doesn't work and they want me to pay for shipping it back.

JessicaP — Mon, 29 Jul 2019 20:04:51 GMT

Sorry you haven't heard back from our support team. I've sent you a private message to gather some information from you. Hope to hear from you soon.