How do I raise an official complaint with Arlo? Multiple tickets submitted, getting nowhere

[KLDEVON]

I have submitted multiple support tickets, and I just seem to be going around in circles.  I want to raise an official complaint how do I do this?  

[BrookeN]

We have escalated your community post and a support agent from your region will reach out to you with a status update. 

[KLDEVON]

I still haven't managed to get this resolved, and I haven't been contacted by anyone about it either.  How do I escalate this?  

I have been battling to get a refund for several months, I have raised multiple tickets and spent hours of my time on this.  Why don't Arlo have an effective complaints procedure? 

I have been supplied with a defective device, and the replacement was also defective, so Arlo are clearly in breach of the Consumer Protection Act (the cameras were not fit for purpose), and it seems to be impossible to actually get anyone to resolve this without me spending another huge chunk of my time on the issue.   

[BrookeN]

I have reached back out to support and escalated your ticket. I apologize you have not had this resolved. Someone will reach out to you soon. 

[KLDEVON]

I still haven't had anyone contact me about this.  I first bought the unit in August, and despite raising multiple cases I have neither had a solution to the problem, nor a refund.  I can't get hold of anyone to complain to.  

I have returned the units, I have sent the certificate of posting, what else am I expected to do to get my money back? 

[LS2]

Over 3 hours in chat. Dropped 3 times. Had to repeat issue each time. I then called and was provided with the simple answer which was: buy a new basestation.

i asked how to escalate a

complaint and I was then put on hold for 15 minutes so I hung up.

This interaction is close to the worst support service I’ve ever had. 

Arlo, are you interesting in resolving the issue with my basestation and keeping a customer?

thanks

[BrookeN]

@KLDEVON someone should be reaching out to your directly in regards to your refund. 

@LS2 It appears you have a case open and they are waiting for further information regarding your basestation. Please follow up with that case. 

[LS2]

I’ll call the number I called yesterday. Let see what happens.

I’ll provide an update here, good or bad. 

So far I’m quite disappointed but I’ll give Arlo one more chance to turn this around.

[P-Atrevio]

I'm having a similar problem getting any sort of response.  A case was opened but nobody actually attempts to resolve the case.   In my situation i'm being charged for something that i didn't authorize and there is no way to turn it off. 

Not sure if link to my issue works..

https://community.arlo.com/t5/Arlo-Video-Doorbell-Wire-Free/Unauthorized-Credit-Card-Charge/m-p/1939...

[BrookeN]

I have responded on your original post, as stated please allow a few more days for a support rep to get a hold of you. 

[eatsh1tarlo]

Arlo hates their customers. Wish I would never have wasted my money on their inferior products.

[BrookeN]

@eatsh1tarlo can I help you with something.

[tenacious_g]

I also need to raise an official complaint about how to support requests have been mishandled. I have been given the wrong information since running around in circles and at one point was accused of being a liar. I actually lost it and completely verbally abused the person I was speaking to because I’ve actually had enough. I’ve been a customer since 2018 and that was when they had great service and now the service is just **bleep**. They owe me like $75 for a subscription that I never even got to use and I have a faulty camera under a warranty that they are taking ages to replace and just missing me around I am so over Arlo the next camera system I get is not going to be Arlo I’ve had it with them

[BrookeN]

We have escalated your community post and a support agent from your region will reach out to you with a status update. 

[Diamant]

I want to raise an official complaint ! 
I cancelled my services with Arlo months ago yet you continue to charge my credit card ! And no matter how many times I try to log on to see if I can fix it that way it show that I do not have an account so please tell me how is it you are still charging my card then ?? 

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[Aaronpools]

The new app is going to put arlo down in the same group as all the other camera compants