Horrible customer service for incompatible product purchases

[AAZ24]

I am shocked to learn that Arlo refuses to help customers who mistakenly purchase accessories that are not compatible with Arlo cameras after their 30 day return window expires. I spent $650 to purchas an entire setup including a doorbell, several doorbell chimes, two floodlight cameras, a battery charger, and two rechargeable batteries. My camera is a Pro 3 floodlight camera and I have discovered that the two rechargeable batteries that I purchased are compatible with Pro 3 cameras but NOT compatible with Pro 3 floodlight cameras.  Unfortunately I discovered this when I needed to charge my camera batteries which was after the return window expiration date.  Despite seeing that I purchased all of this directly from Arlo, Arlo has refused to allow me to exchange the batteries for the correct batteries compatible with my cameras.  Instead all that was offered was a $6 discount to purchase another $60 battery.  I already paid $100 to Arlo for two incompatible batteries. It makes no sense for me to pay another $54 just to have one battery that will work for my cameras. I purchased everything directly from Arlo assuming that I would get good customer service if/when I may need it. Sadly I was wrong.  I cannot believe that Arlo will not accept an exchange in this situation. The batteries I purchased have not even been used. Had I known that Arlo offers such poor customer service I would never have done business with Arlo.  BEWARE, CONSIDER THIS BEFORE YOU PURCHASE ANYTHING FROM ARLO.

[BrookeN]

Hi,

I would be more than happy to look into this further for you. Can you please dm me a good contact number as well as a good time to reach out to you. You send a dm by clicking on the envelope icon on the top right of the forum page.

[AAZ24]

DM sent

[BrookeN]

I received that. I have provided the information to support, someone will be reaching out to you soon. 

[AAZ24]

I want to note here that my customer service issue has finally been resolved.  After I posted my initial message about the problem on this community board I was contacted by a customer service representative who was very helpful and arranged for a refund for the incompatible batteries that I purchased.  My issue was successfully resolved, which is what I expected from Arlo, but it required a significant amount of my time, numerous phone discussions with customer service people, a rejection of my request, and finally corrective action attention only after I posted my comment here about the unacceptable level of customer service.  If Arlo would empower their customer service people to resolve customer issues in a reasonable way without multiple levels of escalation they would earn greater customer loyalty.  I hope to see that happen.  Thanks again to the good customer service representative who assisted me, much appreciated.