How to get warranty support when chat bot refuses live support but the camera is under warranty

[rzolynas]

i have arlo camera that is still under warranty but chat bot refuses live support and throws me in endless loop? any suggestions before I start typing breach of warranty letter to corporate?

[BrookeN]

You have to have a subscription to access support. What camera is it and can you tell me more about the behavior you are seeing?

[rzolynas]

According to support grid, within 1 year warranty period i do not need subscription to have access to live support. it is VMC2030 purchased on July 11, 2023 so still within warranty period.

[rzolynas]

Camera stopped working, and no longer being recognized and no longer charging

[BrookeN]

My apologies I do see that you are still on the free trial. You can access support within the app. Within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the behavior you are seeing.

[rzolynas]

I did that, and then the chat bot says "i am not entitled to live support"

[BrookeN · Accepted solution]

I have created a ticket for support to reach out to you. They will get a hold of you as soon as possible. 

[Edinburgh_lad1]

If Arlo offers a two year warranty but demands that you have a subscription to access it and if this wasn't the case when you purchased it, then they're in breach of consumer protection laws. 

Take the faulty camera back to the seller for a refund. Amazon is best to purchase from as they offer a top quality support, something that Arlo lacks big time.

[StephenB]

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@Edinburgh_lad1 wrote:

If Arlo offers a two year warranty but demands that you have a subscription to access it

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Warranty replacements don't require a subscription.  But IMO there is too much friction when getting an RMA after the trial expires.

Fortunately the mods here will create support tickets on behalf of users who run into this issue.

FWIW, the warranty is generally 1 year.  It's extended to 2 years in Europe only if you get an Arlo Secure Plus subscription.

[jsnoblin]

I also have probem with camera trying to do firmware update. Trying to speak with live agent, but the email they send me with OTP is never arriving and it keeps going in a loop.  Meaning my main camera is not working.

[jsnoblin]

VMC3052 Essential2 XL 2K Outdoor.  Driveway camera says device is getting a firmware update but it never ends.  When I try to get chat to go to live agent, the emails with OTP never arrive.  I live remotely from my camera install (2 hrs).  Can I turn device off remotely and turn it back on to get a reset remotely?

[jguerdat]

You can use the camera settings to restart the camera. Click on the top selection where the camera's name is and go to the bottom.