Horrible Customer Service

[Ryty44]

I called Arlo about access cameras on my app in February. My cameras were working fine. I had Arlo Pros with an extra set of batteries so when a camera needed to be recharged, I would just pop open the camera swap the dead battery with a charged battery and keep things rolling. 

when I called in February, I stupidly let the rep talk me into upgrading and replacing all 6 of my cameras with new Arlo Essential Cameras. The attraction to the new camera was that they last 12-14 months on one single charge. At least that’s the BS I was sold. 

A few of my cameras last 3-4 weeks. The camera that services my front walkway and part of my driveway only lasts 2 weeks. 

i cannot keep track of how many calls or chats Ive had with Arlo since two weeks after replacing my cameras. 

More than a month ago, after troubleshooting with a supervisor, he could not identify why I was having this issue and he explained to me that he was escalating my case to a special team and that I would be hearing from them shortly. I guess well over a month and counting is what Arlo considers shortly. 

i did receive an email from Chris A from L3 at Arlo on April 11th where he notified me he will be working on my case and he would call me on April 12th. When April 13th rolled around and he never called, I sent another message to support. Chris A sent me an email apologizing for missing the call and indicated he would be following up shortly. When April 18th rolled around with still no call, I sent another message to support and recieved the exact same message word for word again from Chris A. Still no call came. I continue to follow up weekly and continue to be ignored. 

i dont live in the city with constant traffic. There really is no excuse for a camera that is supposed to last 12-14 months to last 2-4 weeks and Arlo should be ashamed of the run around their support team has given me. Its a joke to call them support. The department should be renamed to No Support. After at least 6 or 7 years as an Arlo Customer to say I am disappointed would be an understatement. 

i feel like I have been had….

[BrookeN]

First and foremost I want to apologize for the frustration you have received while trying to receive support. That is not at all how we want our customers to feel. 

I have reached out to support to contact you. If you do not hear from support by Wednesday, please send me a dm. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[Ryty44 · Accepted solution]

Thank you for your assistance and more importantly thank you for resolving my issue. I don’t like to post the type of message I posted to this forum but I was at a loss. Your prompt intervention and your immediate resolution is very much appreciated. It’s the kind of service I have been used to in the past. Based not only on your speedy response but also Arlo’s action to fix my issue, I am once again, happy to be an Arlo customer. Thank you!!

[BrookeN]

Thank you for the update and I am very glad I was able to help. If you have any further questions in the future please feel free to reach out to me. Have a great rest of your week.