topic Re: Case #: 27569704 in Arlo

Night vision of the camera is not working

TLOR — Wed, 07 Dec 2016 22:58:45 GMT

Case #: 27569704

Case Summary: Night vision of the camera is not working

Product: VMC3030

Hi,

I reported a faulty camera a couple of months ago and I was told a replacement would be sent. I haven't received any kind of tracking number and the case was closed so I can't reply there and of course the emails came from a no-reply address! Terrible customer expereince, can anybody update me on how I track my replacement camera or even know if it has been sent?!

Almost two months with no backyard security through no fault of our own, I love the concept of Arlo when it works but the support for what is a premium product is horrendous. If the product dosn't work a replacement should be instant, and a ticket should never be closed until the replacement has been delivered and confrmed to be working.

Poor show Arlo.

Re: Case #: 27569704

jguerdat — Wed, 07 Dec 2016 14:17:22 GMT

Your only choice is to open a new case and reference the old one. Don't wait so long in the future - keep the case alive by responding even if there's no update.

https://www.arlo.com/en-us/support/contact.aspx

Re: Case #: 27569704

JamesC — Wed, 07 Dec 2016 23:01:35 GMT

TLOR,

I have reviewed your case and an RMA link was emailed to you with instructions on how to complete the RMA process. Did you receive that email?

I have escalated your case for review, an agent will reach out to you and help complete the RMA process.

JamesC

Re: Case #: 27569704

TLOR — Thu, 08 Dec 2016 01:40:01 GMT

Yes I received that and I completed the form and received the message that my replacement would be sent, however that was around if not voer a month ago hence why I am chasing.

Can you please confirm where my replacement is and when I can expect to receive it?

This is absoloutly ludicrous, I should certianly not have to keep creating dummy repsonses to keep a ticket "alive", it should be closed when it's complete. How about you focus on the actual user experience instead of trying to tidy up open tickets automatically, don't they come first?

Re: Case #: 27569704

JamesC — Thu, 08 Dec 2016 17:54:38 GMT

TLOR,

I apologize for the poor experience. This case is currently being reviewed by the escalation team and an agent will be reaching out to you to resolve the issue as soon as possible.

JamesC

Re: Case #: 27569704

TLOR — Fri, 09 Dec 2016 09:49:22 GMT

Hi,

It's been almost a couple of days now and you have the original ticket number therefore please can you advise what the status is of my replacement Arlo?

Cheers

Craig

Re: Case #: 27569704

JamesC — Fri, 09 Dec 2016 22:40:16 GMT

TLOR,

This case is currently being handled by an escalation agent and you will be contacted via email soon regarding the status of the case.

JamesC