I have been on the phone for 30 minutes and the internet chat feature isn't connecting me. How long does it take to get someone to answer a sales question? If it has taken 30 minutes so far for a sales call, how long are tech support calls?
Should I take this as a warning as to the quality of the company?
There is no real support for arlo, I tried one day, was #19 in que for over 45 min, never got any one, did what they want people to do, say screw it and hung up!
It was a issue about getting my solar panel to work and a question about getting a camera to work after removing battery to charge, but thru trial and error I finally resolved it myself.
Calling in or the live chat is worthless
My experience with Netgear Arlo Support wait times in 2018 has been 'memorable' to put it charitably. Last year they seemed to be much more on the ball and exchaged defective items promptly. This year since February I have experienced problems monitoring a home far away that I rarely visit with: 1. one of my Arlo Q (makes and alarms to clicking sound), and 2. since May with one of my Arlo Pro 2 camera (charged by Solar Panel but that stopped charging and now indicates "It's time to charge your battery error").
I've spent more than two hours on some of the several calls made, they almost always require half an hour up to an hour or more to answer. Even then, promises (still awaiting replacement Arlo Q, and they only sent an Arlo Pro 2 battery asking me to climb a tree and troubleshoot for them as they preferred not to send a complete replacement! I do not apprecaite such poor service, nor have they been helpful so far in these instances.
Netgear Arlo Customer Service is not well managed at the moment. So I am just moving on without them, fortunately:
1. I use the toll free number to call in so I do not have to pay for hours of waits
2. I buy locally at Best Buy, if/when something goes wrong I buy a new replacement first then return the defective one. I will no longer be begging hat in hand for customer support from Netgear. They in turn will see their retailers have to deal more and more with problems, and Netgear Engineering may not get the defective products back quickly to do their evaluation.
Matthew McRae should fix Netgear Arlo Customer Support, and do so prior to attempting to issue the IPO.