Customer Support/ All security cameras

[Brooklyn6232]

This has been one of the worst experiences of my life!

I tried to order another set of cameras in November when they went on sale. At the time I was not 100% on Arlo due to the lack of change to the 10 second clips instead of filming constantly when there was activity being recorded. Still doesn’t make sense that if there is a person in the frame of the camera that it just stops after 10 seconds. But I already commented to 3 cameras and it was easier to add more cameras to the existing system then to change. 
So with that said bundles were on sale due to Christmas time. So I ordered 2 second gen doorbell cameras, 1 smart hub “hoping that would solve the record time” and 4 Pro 5s with magnetic clips. Considering I had 3 pro 4’s hooked up to solar panels and are self sufficient. 
when the order came in December only the smart hub and the doorbell cameras arrived. I tried to set up the smart hub and it would not. So I tried to contact support. Which is a hassle, during this call I was told the smart hub was the wrong one so I was told be sent a new one. Secondly that the cameras I ordered are not in stock and that I would be better with the ultra 3rd gen. I was charged more money and send these cameras..

Once receiving these cameras and smart hub. I still couldn’t install them due to the smart hub not being able to be set up. I tried talking with support and had no luck for over a month. They never got back to me and they never helped. 
skipping ahead in the summer I contacted support again, still having all this new $800.00 of hardware not being used. randomly all my original cameras went offline and couldn’t be reset.. so yet again I called Arlo to set up and appointment. 
So I got someone the ability to connect the smart hub. That was great news. my original cameras got got connected after two days of being on the phone with Arlo. So finally, I was able to install or have the ability to install the new cameras that I got being very happy about this. I opened up the boxes, brand new plastic still on everything, and I noticed that the charging port was not the magnetic connector rendering the hardware that I previously purchased with these new cameras, not to mention that if you plug in the USB-C port water and ice would get into these cameras and destroy them wasting the $800 that I’ve spent. I contacted Arlo support again we troubleshoot some of the original cameras and got them connected. Sidenote, while all this was happening, the Arlo app would still not work the appropriate way if you press one of the three buttons like you might be aware of arm away arm, Home standby it didn’t matter it never changed the device or how they operated so I would have to individually enable them or unable them rendering the app kind of useless.

so going onto the next Arlo support call we tried to troubleshoot all the app issues. We finally got the original cameras connected, and then I brought up the part of that I needed to exchange the ultra cameras for the ones that I originally tried to order that would’ve worked with my system and due to the fact that the smart hub couldn’t connect the app wasn’t working that everything went off-line that I’ve been constantly having to connect with Arlo support getting nothing done over the past six months, and not being able to install the hardware that I bought from this company I just wanted to exchange brand new cameras for the ones that I originally ordered so that they would work for the system that I created.

I was told by Arlo support that they could not do anything that they could. The only thing they could do was to send me a charging a USB-C charging cable. This USB-C, charging cable does not work with the hardware that I have, the easiest solution would be to just exchange the cameras for the ones that would work, considering the fact that they’re brand new.

I was told that this is not possible and that they could not help and that they would talk about it and call me back. Out of all the time over the last six months or more that I’ve talked to Arlo support they have never called me back and it’s been frustrating. There is no way for me to write a review on Arlo’s website so I am going to bring this up to this Arlo community because it is extremely frustrating that I spent so much money with this company. Only to be told it doesn’t matter. I have four brand new cameras that cannot be returned or exchanged for the cameras that would work for me. Also, I have the original Smart hub that they sent me that they just don’t want back. I’m trying to make sense of this. What I would love to do is pack everything up in a box and send it back the problem is it will not solve my spending all this money about $1500 in total. If you count all the cameras in this products that I’ve got with them and switched to a different company because the support the technical issues everything is a shame that this company doesn’t stand by their products and they can’t even help somebody who is in need of just exchanging brand new equipment.

[BrookeN]

I want to first start out by apologizing for the service you received and the frustration you have felt. That is not at all how we want our customers to feel. I have reached out to our escalated support team to reach out to you. Please let me know if they have not contacted you by Tuesday.