topic Re: LOST RMA in Arlo Ultra

LOST RMA

paulthemann — Wed, 30 Dec 2020 23:56:15 GMT

Seems Arlo has a major issue in the RMA process...

I have been chasing my RMA ( 7167062 ) for over 3 weeks now... thats 3 weeks+ of downtime. Most times I contact someone they send me a new case number so I now have: 42177691, 42105557,42173828,42151448,42146049, and 42100116.

The email I was sent for my RMA said I needed to post it back at my own cost with tracking. so I did. a few days later I received a pre-paid return satchel ?!?!?! That would've been useful information before i posted mine back.

My tracking shows my return was received at their depot on the 10th... but Arlo are claiming it was never "checked in"... As I keep telling them, whats that got to do with me? if you've lost it... it was after it was received.

over a month now of no security cameras or doorbell...and going round in circles with Arlo.

has anyone any advice on which governing body needs to receive complaints / reports of mishandling customers / Companies not fulfilling warranty returns etc?

Tia

... wow, just wow.... everything i try to do regarding this has problems, even posting this message in the community board requires a label but there are no suggestions and wont let me create one #palmface

Re: LOST RMA

JessicaP — Mon, 04 Jan 2021 22:44:23 GMT

Hi paulthemann,

Are you still having problems with your RMA? Please let us know if you still have issues.

Re: LOST RMA

paulthemann — Thu, 07 Jan 2021 10:26:27 GMT

After weeks of continually asking to speak to supervisors of supervisors I was finally assured by someone in the Philippines that the warehouse has authorised a replacement to be sent out... Aus Post has since assured me the unit was returned to the correct address as they apparently deliver there a lot! I'm still waiting for my replacement... In total I've now been without a very expensive security camera equipment for nearly 6 weeks... Over the holiday period.

Absolutely disgusted at the quality of customer service from Arlo... Have never experienced anything like it.

Re: LOST RMA

JessicaP — Thu, 07 Jan 2021 22:02:04 GMT

Let me reach out to you via private message to gather more information from you.

Re: LOST RMA

Selbee — Sat, 06 Feb 2021 14:06:15 GMT

Hi

I live in Canada and am having the same problem-allthough I did not get a prepaid return bag. This is process is especially frustrating since they don't seem to have an escalation process. Every time I try and find out what is going on with my RMA, I start from scratch. I have new been with my doorbell for almost 2 months and confirmed delivery of my RMA 2 weeks ago. Arlo's products a re great when they work, but their after sales service is terrible!

Re: LOST RMA

paulthemann — Sat, 06 Feb 2021 20:40:44 GMT

Unfortunately Selbee, I completely agree. I eventually received a new smart hub which is working but Arlo didn't do anything to compensate for the most annoying 6 weeks of the worst customer service ever... So I have since purchased a new Swann 4k system that doesn't require a subscription, backs up to Dropbox and connects to home assistant! Loving my new security!