Uk

[Olutrader1970]

I am looking to make a formal complaint about Arlo and wondered how I can go about this. I have a pro 3 security camera that has failed within the warranty period. I raised the matter with Arlo support and the asked for proof of purchase and an order number. 
on sending this through, I was told that they would replace the product. A few days later, I was informed that they had sent me a new battery and I was to try this first, to see if the camera could be revived. I tried this but the camera didn’t work and so Iet the support team know, but haven’t had a response since! I am terribly disappointed as this is quite an expensive product and I feel that Arlo haven’t treated me fairly as a customer.

[ShayneS]

Hi @Olutrader1970 

Thank you for reaching out and providing this feedback. Can you private message me with your case number? and I'll have  The appropriate team look into this as soon as possible. 

[Olutrader1970]

Hello Shayne,

case number is: 00766437

[ShayneS]

@Olutrader1970 

I have escalated this, and Support will be reaching out as soon as possible. 

[LindaScott]

I've got exactly the same problem, same camera by the looks of it, my warranty was just about by a matter of weeks, they sent replacement which has arrived however it's the wrong battery (far too big) you would think they have my item number recorded... now they are not answering emails and when I go on to chat as soon as I put my email address it states not available as though I have been blocked. I cancelled my subscription because I'm not paying for a camera that isn't working... and they don't seem to care, they aren't replying to emails and I can't chat to someone... annoyed.com

[ShayneS]

Hi @LindaScott 

Thank you for reporting this. Can you please pm me with the case number they gave you? And I'll escalate this to the appropriate team.