topic Re: Defective unit and battery for new Ultra 5gen system in Arlo Ultra

Defective unit and battery for new Ultra 5gen system

EMM88 — Tue, 05 Nov 2019 17:27:09 GMT

Recently purchased new Ultra 4K system contains 4 cameras and base station. Was able to sync 3 of 4 cameras to base station. Decided to contact Arlo customer service chat and they narrowed down to defective unit; however, they did promised a follow up email on the process on getting a new camera unit but I never got a response. On Day 2, I contacted via chat again and now reply saying they can't fulfill my defective unit because of inadequate inventory? This is extremely disappointing because I need a system to be operational before my work trip. Spent over 1k for system plus additional Arlo products and I feel the lack of empathy from customer service has made me think twice of the brand.

Re: Defective unit and battery for new Ultra 5gen system

JamesC — Tue, 05 Nov 2019 21:45:45 GMT

EMM88,

Are you able to exchange at the original place of purchase? If not, I will escalate your support ticket.

JamesC

Re: Defective unit and battery for new Ultra 5gen system

EMM88 — Tue, 05 Nov 2019 22:05:26 GMT

Hello James,

I purchased the system from Best Buy. Would I need to return complete system ? I only need one camera and battery. Customer support from Arlo Chat on day #2 was not helpful and I felt they just gave a generic answer stating “limited” units which from my impression of Arlo not caring to support new customers.

Re: Defective unit and battery for new Ultra 5gen system

giogio42 — Tue, 05 Nov 2019 23:51:39 GMT

Hello,

I had exactly the same issue ( 1 out of 10 cameras did not works after installation). After 3 days my case is still open and when I have checked this morning they said that they do not have camera in their inventory to replace the one that didnot works.

This is very bad !!

GioGio

Re: Defective unit and battery for new Ultra 5gen system

EMM88 — Wed, 06 Nov 2019 00:01:00 GMT

I feel it’s just a generic prompt to delay replacement or not wanting to even deal with it. Honestly, I did everything possible before reaching out to Arlo. Spent 2 hours on the first time with customer service via chat and another hour today with no resolution or progress with a replacement.

Re: Defective unit and battery for new Ultra 5gen system

JamesC — Wed, 06 Nov 2019 00:17:12 GMT

I'm working with the RMA team to find out an ETA for the replenishment of these cameras. I'll provide you an update as soon as I get more information.

JamesC

Re: Defective unit and battery for new Ultra 5gen system

EMM88 — Wed, 06 Nov 2019 00:23:11 GMT

Please do James! It’s frustrating to know that Arlo customer service lack the insight on helping customers and I had to resort in expressing my issues on a public forum format to get help.

Re: Defective unit and battery for new Ultra 5gen system

giogio42 — Thu, 07 Nov 2019 22:06:55 GMT

Hello James,

sorry but 5 days after my discussion with Arlo Ultra support to get a new / non working camera be replaced and no idea of when this camera will be replace is a terrible customer service !!! Better to say that the camera will be available in a week or in a month than nothing. I think that it is time to get out of this community and spread the message on how Arlo is treating his customers...

Best