Difficult to reach support

[NLeaf]

Our past home security/monitoring companies had easy to contact numbers in case we had questions, wanted to run tests on the various security components, etc. It is incredibly difficult (impossible) to easily reach someone from Arlo. How do we know we are getting what we are paying for? Very close to closing our account and moving on to a different company. It should not be this difficult. 

We called, left a message for a call back. Got a call back but we were on another line and couldn't take the call. Have since received "follow up" emails. We note in the emails days/times to call us and nothing, just repeats of the same emails.  

Additionally, when we were setting up the system, we had to take multiple steps to finally speak with someone who had no idea how the system worked. They were not helpful at all in setting up the system or answering questions.  

Also, questions don't always fit into the categories offered by Arlo but you are forced to "select one" before moving on. For example, the "labels" for this post do not fit our questions but we have to pick one to be able to move on. 

We have loved the Arlo cameras and have used the older models for 7 years and that is why we decided to purchase more and move to their safe and secure system. We had no idea it would be extremely difficult to reach someone regarding this system though. Disappointed is putting it mildly. 

[JamesC]

The best method to contact Arlo Support is to log in to your Arlo account and navigate to Settings > Support. From there you can open a ticket detailing the concern you are experiencing.

Alternatively, you can post your questions here on the community to see if we're able to help.

JamesC

[NLeaf]

JamesC, 

We appreciate your response. We have had a ticket open for quite some time but it isn't working to get support or a response. We receive the same automated response. We can't really ask the community for assistance because we want to test our security system/sensors and see if Arlo actually is notified of a breach and would respond to it. 

Additionally, we have no idea what the protocol is for a real breach or accidental on our part. We had a password with prior security companies to verify whether or not it was us who may have accidentally tripped the alarm but with Arlo, there is no guidance on how to handle. 

It would be nice to have a phone number to call to quickly discuss questions and concerns. It should not be this difficult or cumbersome. There are so many hurdles. It is disappointing at best.