topic Re: Confusing response from Tech Support regarding Pink image in Arlo

Confusing response from Tech Support regarding Pink image

gran0467 — Tue, 21 Nov 2017 18:20:03 GMT

Is the support expert group really this unorganized and confusing to everyone else?

"Good day!

Thank you for providing us an update.

This is Christian from NETGEAR Arlo Technical Support Team. I have narrowed that your camera that is showing pink image have a hardware issue. With this we will provide you a replacement on the affected camera. We also decided to waive the replacement process. In selecting the replacement with shipping waive, we need a collateral to complete this process an this is your credit card information. We will provide more information as we discuss this trough phone .

We appreciate the time assisting you. Thank you for choosing NETGEAR.

Regards,

Christian
Expert ID:46111
Netgear L1 Support Expert"

Re: Confusing response from Tech Support regarding Pink image

jguerdat — Tue, 21 Nov 2017 18:20:17 GMT

Makes sense to me. They want a credit card to charge in case you don't send the faulty device back. CYA.

Re: Confusing response from Tech Support regarding Pink image

DawnM — Tue, 21 Nov 2017 18:20:30 GMT

Hello gran0467,

I'm so sorry you had this experience with customer support! Thank you so much for taking the time to inform us, I have escalated your concerns. If you have any other concerns or issues, please don't hesitate to contact us.

Dawn Marshall

Community Manager