Request for Refund Due to Firmware Update Issues with Arlo Essential Spotlight VMC2030-100EUS

[MaxSimo]

Dear Support Team,

I am writing to bring to your attention an issue with my Arlo Essential Spotlight VMC2030-100EUS camera. After following the in-app suggestion to update the firmware, not only did the update fail, but the camera has also become inoperable. Specifically, it is no longer able to connect to the "Arlo Secure" app / pair with my phone via my Wi-Fi network.

I believe this is a matter of concern and clearly the responsibility lies with Arlo, given that the problem arose directly from your firmware/software update. Under these circumstances, I find it unjust that I should bear the consequences of these technical flaws.

I kindly request a full refund for my purchase or replacement of my device, as the camera is no longer functional due to issues stemming from your end.

Thank you for your prompt attention to this matter. I look forward to your swift resolution.

Sincerely,

Massimo Simonetta

[jguerdat]

This is a user forum and we can't do anything about refunds. If the camera shows in your account, remove it. Follow the reset procedure to get back to a known state and try again.

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

[MaxSimo]

Dear Guru.

I know this is a user forum but unfortunately, there's no other way to make my voice heard on that issue.

Before sharing the link, have you tried to check if the link to the reset procedure for the specific camera is available/ is working properly? Please try and you will get the same result I got clicking on VMC2030 model : "Page Not Found".

Anyway, I've already removed the camera from my account and executed the reset: now the camera cannot be detected by Arlo app I guess due to the failed firmware/software upgrade.

As I said, the responsibility lies with Arlo and it should take care of the issue by refunding the camera or replacing it with a new one! 

[JamesC]

MaxSimo,

To contact Arlo Support, log in to your Arlo Secure mobile app and navigate to Settings > Support. From there you can open a support ticket and speak with an agent about troubleshooting the issue further.

JamesC

[daltongeorgia26]

How do I get my VMC2030 CAMERA back on line

[MaxSimo]

Dear James C.,

Thank you for your thoughtful suggestion. However, it appears that "Settings > Support" space you mentioned is another community platform where people discuss various issues related to Arlo devices. Unfortunately, it doesn't offer direct support from a specialized Customer Support Team.

I regret to inform you that I am deeply disappointed with the after-sales support provided by Arlo, particularly when it comes to problems caused by their own unsuccessful firmware upgrades. This lack of attention to customer needs is quite disheartening.

Best,

Massimo

[MaxSimo]

Thank you for your suggestion but I don't get any support from that.

Best,

Massimo

[StephenB]

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@MaxSimo wrote:

However, it appears that "Settings > Support" space you mentioned is another community platform where people discuss various issues related to Arlo devices. Unfortunately, it doesn't offer direct support from a specialized Customer Support Team.

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Not the case.  If you have a subscription, there is an option there for phone support.  It is available from 6 am to 6 pm US pacific time.

The chat option is also a possibility, but there's a bot you'd need to get past.

Note you need to use the app for phone support, not my.arlo.com