Customer Support Help

[StephenL1124]

Dear Arlo Customer Support,

I am writing to formally demand a full refund for all Arlo security hardware I purchased due to persistent product failures, defective equipment, and unacceptable customer support.

My experience with Arlo has been extremely disappointing, particularly given that these products are marketed and sold as reliable home security equipment.

The issues include:

• Unreliable Cameras: My cameras have been offline 50% or more of the time, leaving my property without the security coverage I purchased these products to provide.
• Defective Alarm Base Station: After approximately two months of use, the alarm base station stopped producing sound, rendering a critical security feature ineffective.
• Inadequate Customer Support: Arlo’s customer support has been consistently unhelpful, unresponsive, and ineffective in resolving these ongoing problems.

These are fundamental product failures, not minor inconveniences. A security system that cannot consistently monitor a property or sound an alarm when needed fails to serve its intended purpose.

Given these repeated failures and the lack of meaningful resolution, I have lost confidence in Arlo’s products and am requesting a full refund for all hardware purchased. I am not interested in further troubleshooting or replacement equipment.

I request written confirmation within 10 business days that Arlo will authorize a full refund and provide prepaid return shipping instructions.

I would prefer to resolve this matter directly and amicably. However, if Arlo refuses to provide a satisfactory resolution, I am prepared to pursue additional remedies, including:

• Filing a claim in California small claims court to recover the cost of the defective equipment and any other legally recoverable expenses.
• Submitting formal consumer complaints to the California Attorney General’s Office and appropriate consumer protection agencies.
• Pursuing any other remedies available under California consumer protection and warranty laws.

Please treat this correspondence as a formal demand for resolution and escalate it to the appropriate management or legal department.

I expect a written response within 10 business days.

Sincerely,
Stephen

[BrookeN]

Hello Stephen,

I first and foremost want to apologize for the frustration regarding support. That is not at all how we want our customers to feel. 

I have researched your concerns and see that you had reached out regarding the issues you described above. I did notice in the notes that they asked for a good call back number as well as a good time to call and have not yet received a response with that information. 

Can you please send that information to me via dm and I will get this to the proper department. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

Thank you,

Brooke N.

[StephenL1124]

Brook - I’m assuming you did not read the ticket and writing this as defense to Arlo’s unfixable horrible reputation. 

A phone number was provided and your rep hurried me off chat with no solution. Please feel free to attach a screenshot of the chat on this forum as proof so others can see. I don’t mind having my personal info out there. Again, goes to reaffirm I am making the right choice of leaving as a customer.

[BrookeN]

I have reached out to our support team. They will be contacting you as soon as possible. Please let me know if you do not hear from someone by end of week.