Questionable Support from Arlo

[James27]

Is anyone else having issues getting resolution from the so-called Arlo Support Team that answers the phone calls from India? I'll get a promise from them to call me back in two hours and if I'm lucky I get a call back in 2 days only to learn they still are unable to resolve my issue or even make an attempt to do so. They also have no clue to what the current issues are with the Arlo products and what fixes might be underway in an attempt to fix those reported problems. I'm seriously thinking about dumping Arlo and going with a more reputable company that actually supports their product lines and customers. And yes, I pay for one of their plans and expect a lot better service from them. I also find it funny they expect us to rely on other end users to help solve our problems instead of providing themselves. Maybe they need to start paying the end users for their time in providing support and troubleshooting for the company.

[BrookeN]

@James27 I would be more than happy to help you. Can you tell me a little bit more about what you are experiencing? 

[CDRikel]

I am having the same problem. I was promised a call back from an online chat yesterday that has not occurred. This regards a recurring problem with the security system initiating panic response without an actual alarm. Very troubling.

[BrookeN]

Can you explain more what type of panic response you are referring to?

[CDRikel]

Wednesday morning at 4:30 & 5:15 am two different motion sensors sensed movement, the siren was activated and a panic response began with 5 minutes to notify the police. I received this on the app on my smartphone at a different location. I checked the two cameras aimed at the same area where the sensors were aimed. They had not detected motion nor was there any sign of activity on any of the cameras in or around the house. There also was no call from supervision. I cancelled the alarms. I entered a support chat which resulted in a report #44880716 and a promise of a phone call since he/she could offer no explanation or solution. This problem occurred previously, last year.

[CDRikel]

Last night at dinner time, I got a call from Arlo support. The person had such a heavy accent he was difficult to understand, but because I was at dinner he said he would call the next day. However, as before communication will be difficult.

[jguerdat]

I've had southern relatives not be able to talk to OnStar personnel due to the dialect used. Sometimes you just have to try and ask for them to repeat the question/answer.

[James27]

My last two experiences were so bad, I was literally having to ask them to repeat every sentence at least once or twice.