Ongoing Arlo Baby replacement issue since 21st Jan 2021

[Superdosan]

I raised a Arlo Support case on 9th Jan 2021 to return a defective Arlo Baby (did not start up) which was under warranty. A RMA was created and I was sent a paid parcel to return the defective product to Arlo headquarters in Sydney via StarTrack. Using the consignment number given by StarTrack during the pickup, I can see that the defective product was received by Arlo on 21st Jan 2021.

It is now more than a month, and after speaking to multiple support personnel on Live Chat, I have not received my replacement Arlo Baby. Some folks I spoke to said that they cannot confirm that the Warehouse received the defective Arlo Baby, others said that they escalated and a new Arlo Baby would be sent out immediately. And everyone said that they would update the case and email me 24-48 hours - and no one ever does and I have to be the one to contact Arlo again and again.

There is no place to make a formal complaint at Arlo.

There is no other way to escalate a support case.

There is no alternative to follow up a support case or speak to anyone else.

I like the Arlo products but this process/experience is horrendous. 

[Superdosan]

Anyone from Arlo able to help?