Arlo Customer Support

[PitbullYorkie]

If you are considering Arlo⁠ for your security needs, I strongly recommend looking closely at the competition before making a purchase.

I purchased and tested two Arlo Pan Tilt cameras, and based on my experience, I will not be purchasing additional Arlo products in the future.

The motion detection and automatic tracking features are somewhat useful, but they need significant improvement. When manually controlling the camera through the phone app, performance is inconsistent. Sometimes the camera responds normally, while other times movement becomes jerky or continues moving even after the controls are released.

The video quality is acceptable, but it is not as impressive as some reviews or marketing materials suggest. While the image can be good under the right conditions, the cameras frequently experience focusing issues.

One of the most frustrating problems has been software reliability. We have two identical iPhones purchased at the same time and configured similarly. The Arlo app functions on one phone but not on the other. The desktop and laptop experience has been even worse, with frequent freezing, unexpected logouts, lockups, and general instability that makes the software difficult to rely upon.

Since installing these two Pan Tilt cameras, we have experienced several situations where recorded footage could have helped us understand or resolve incidents. Unfortunately, due to software problems and system reliability issues, the cameras did not provide the information we needed when we needed it most.

Customer support has been the biggest disappointment. I have contacted support four separate times and currently have four open support tickets regarding different issues with the cameras. Not one of those cases has resulted in a return phone call despite being told each time that someone would contact me within three to seven business days. The oldest of those tickets is now approaching one year old.

The hardware itself shows promise, and with improvements these cameras could become a strong product. However, in their current state, the number of issues has outweighed the benefits in my experience. Combined with what has been the poorest customer service experience I have personally encountered, I have decided to move to a competing security system for my future security needs.

[BrookeN]

I have looked into your account, however I do not see any open tickets with Arlo. How did you reach out to support, that way I can try to investigate this further. 

[PitbullYorkie]

My wife Rose called, we both have accounts. Arlo works on her phone and not mine plus many other issues. This much time passed so I will be taking my losses with Arlo. 

[PitbullYorkie]

Also like to add, that is a big problem, you are support with Arlo but do not see any tickets we have. We called 4 times in less than a year and you can’t recover one of them.