topic Re: Irresponsible firmware updates in Arlo Ultra

Irresponsible firmware updates

Johnny290 — Sun, 08 Dec 2019 17:13:43 GMT

I've had Arlo for years this is not the first time I've seen them put out a firmware update untested and just destroy the system. And they don't even seem to care. Their customer service sucks. I'm sure after the Forum leader reads this it will be deleted just like many posts on this form are deleted

Re: Irresponsible firmware updates

Johnny290 — Sun, 08 Dec 2019 19:50:02 GMT

This December firmware update was released in their Rush to get Arlo video doorbell out on the market. Remember when Arlo Ultra was first released they rushed it onto the market and it was so screwed up they had to take it off the market for a few months to get things working right. Just another example of poor quality control

Re: Irresponsible firmware updates

J-Boy20 — Sun, 08 Dec 2019 20:20:44 GMT

This was my first Arlo purchase this summer and will probably be my last. It had a few hiccups here and there but until this last firmware release in December, it just totally screwed up everything. All 4 of my cameras are zoomed/ panned to the left. What the hell is the purpose of a security camera that doesn’t work?!? I would not recommend any Arlo product to any of my family and friends just for the simple fact they can’t release stable products that work as design. It seems like you were a loyal customer for awhile for using previous products but I bet your done dealing with them too.

Re: Irresponsible firmware updates

Johnny290 — Sun, 08 Dec 2019 22:41:35 GMT

When they became a new company I was hoping things would change. I tried out the ultra cameras and they worked great. But these engineer's who do these firmware updates are totally irresponsible people and should be replaced . I have a different product from a different company and they made a mistake on a firmware update and they fixed it in less than 24 hours that is good customer service

Re: Irresponsible firmware updates

LandJS — Sun, 08 Dec 2019 23:50:57 GMT

I think they are making a bigger mistake than they think. They were out in front for a few years with tech but others are caught up or doing so quickly. NVR systems are 4K now with local storage that's simple to access and optional cloud service cheaper than Arlo. Most Arlo people are running power if they can anyway and it's just as easy and cheaper to run ethernet cables. You can even get them with a couple wireless to cover where you have to. Competition means they can't continue with this bull not being fixed quickly.

Re: Irresponsible firmware updates

n1976jmk — Mon, 09 Dec 2019 11:47:37 GMT

I don’t understand a few things-

#1- why they don’t test their firmware more before they release it to the public

#2 - why can’t it be like an iPhone or MacBook where you can select to paste software or not. Instead of automatically update only with no choice to the consumer

#3- when there is troubled firmware release that handicaps the security system there is no urgency to send out updated firmware. Usually takes weeks for them to fix there own mistakes!!!

Re: Irresponsible firmware updates

Johnny290 — Mon, 09 Dec 2019 18:43:50 GMT

Totally agree

Re: Irresponsible firmware updates

surfer1000 — Tue, 10 Dec 2019 10:29:32 GMT

As I commented in another thread would take them 5mins to roll it back....but hey as it's been mentioned maybe it's all to do with new video doorbell and a rollback wont help that! Been a full week now I've had a useless system 4 ultras, 1 pro 2, 2 pro 1, 3 Arlo lights, 1 door bell, 1 chime a lot of money! I'm pissed to say the least.

Re: Irresponsible firmware updates

JamesC — Tue, 10 Dec 2019 16:55:28 GMT

The issues being reported here have been escalated to the development team and are currently being investigated. I will provide an update as soon as I have more information.

JamesC

Re: Irresponsible firmware updates

Whops — Tue, 10 Dec 2019 20:50:12 GMT

Here is the telephone number for Arlo Corp Office. 408-890-3900

Perhaps if a lot of users call them they will get the message. You get a reordered message when calling, if you dial 0 , it will transfer to operator, you may get another recording saying reception is not available, and allow you to leave a message.

Another option I am looking at is Better Business Bureau, they claim to have superb rating there, So I guess no one has made any complaints about their of support, lack of customer service.

And why is an American Company have tech support out of the Philippines? Yeah, I know they are an international company and the tech support claimed they have agents in the US. But did tell me that most of the Engineering was being handled in Carlsbad, CA. So I am sure that there is someone there that should have an answer as to when this problem will get fixed.

Here is link to Better Business Bureau, it also includes address and phone number of Arlo in Carlsbad, CA

Re: Irresponsible firmware updates

Whops — Tue, 10 Dec 2019 20:50:27 GMT

I was just reading on the Better Business Bureau web page complaints from users. I think there were 44 complaints. The difference is that those complaints are getting response from Arlo. Where here, No one from Arlo (Same JamesC) seems to even read this forum. So maybe we need to making our complaints there and see if things can get resolved.

Re: Irresponsible firmware updates

LandJS — Wed, 11 Dec 2019 00:26:41 GMT

Not surprising really, no matter the product only a small percentage of a customer base get involved with forums. More would first call support and then file a complaint with BBB. BBB notifies them of the complaint and they want it shown as resolved. If you ever filed with them you can quite a reaction from a business but I've learned that though they can get pretty pissed at you, it can also get results.

Re: Irresponsible firmware updates

Johnny290 — Thu, 12 Dec 2019 20:21:04 GMT

Still waiting for some responsible people to fix these cameras

Re: Irresponsible firmware updates

Johnny290 — Sat, 14 Dec 2019 17:21:52 GMT

😡When are is arlo team going to fix this 😡

Re: Irresponsible firmware updates

Louis_ArloPM — Sat, 14 Dec 2019 17:49:15 GMT

Hi, I am one of the product managers here. I know you've tried reaching out, Can you explain in a bit more detail what exactly is going on? Are you unable to receive recordings? Are you unable to livestream?

Re: Irresponsible firmware updates

Louis_ArloPM — Sat, 14 Dec 2019 17:50:16 GMT

Hi,

Is there any other issues that you are seeing or is this purely the Activity Zone issue?

Re: Irresponsible firmware updates

Johnny290 — Sat, 14 Dec 2019 17:56:01 GMT

This is the problem I am having ever since your last firmware update about a week ago. My ultra cameras are plugged in when they are plugged in at night activity zones no longer work. Also I get many false notifications anyting triggers to camera like it seeing pixels instead of PIR. My solution is to unplug the cameras and then everything seems to work fine. Of course I no longer get 3 second look back. During the day plugged in everything seems to work fine. That is the problem I am having I can't speak for everybody else. This all started from your last firmware update a week ago

Re: Irresponsible firmware updates

Johnny290 — Sat, 14 Dec 2019 18:08:07 GMT

And just to be clear when the cameras are plugged in ,activity zones at night are not working properly. Unplugged working fine for me plugged in during the day everything is fine. If I leave them plugged in at night I can get a hundred notifications of absolutely nothing we're typically at night I may pick up a raccoon one or two notifications that's it

Re: Irresponsible firmware updates

Louis_ArloPM — Sat, 14 Dec 2019 18:11:13 GMT

This is helpful. Ok seems to be a different issue I was chasing the team down with. Can I PM you for more details? I'd love to grab logs as well.

Re: Irresponsible firmware updates

Johnny290 — Sat, 14 Dec 2019 18:59:14 GMT

Yes