Virtual chat thinks i have a VMC4030 when my product is VMB4540

[Astigos]

I got a bundle with 3 Pro4 Cameras plus a smarthub VMB4540. Functionally they work fine. When I attempt to get support through the chat system, the first message i am greeted with is this:

"Please note: The product you selected, VMC4030, has not been manufactured for several years. Replacement parts, software updates, and live agent support are no longer available. 

For more information on the End of Life (EOL) Policy, please visit the following link:"

Because of this, any path in the chat bot that would lead me to a human is abruptly stopped because they think I have this retired product and support specialists are no longer trained on them.

How do I fix the chat to know which product I actually need help with?

[StephenB]

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@Astigos wrote:

"Please note: The product you selected, VMC4030, has not been manufactured for several years. Replacement parts, software updates, and live agent support are no longer available. 

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I suggest starting by confirming the camera model.  Open one of the cameras, and remove the battery.  Then check the label inside.

[Astigos]

I'd say it's impossible for me to have such an old model. I purchased these cameras from costco within the last year. It came with 3 cameras all pro4 XL and a smarthub. The cameras are working and the app shows these devices are pro4. 

[StephenB]

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@Astigos wrote:

I'd say it's impossible for me to have such an old model. I purchased these cameras from costco within the last year. It came with 3 cameras all pro4 XL and a smarthub. The cameras are working and the app shows these devices are pro4. 

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It seems like the app is a bit conflicted, since the support interface is thinking you have a Pro.  That was why I suggested double-checking the label.  If you select the camera and scroll down to the product ID field, are you seeing VMC4030?  Or does it say VMC4052P?

[Astigos]

My cameras all show up on the support page as VMC4041P. My smarthub also shows VMB4540.

When i seek support through the VMB4540, thats when i'm getting the message about the old model. 

[StephenB]

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@Astigos wrote:

When i seek support through the VMB4540, thats when i'm getting the message about the old model. 

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Ok.  Then just select a camera instead.  Then tell support (either phone or chat) that the issue is with the base.

What problem are you having?  We might be able to help here.

[Astigos]

Speaking to an agent using a different device is a horrible experience because the agent is confused and cannot understand what I am actually asking about.

The entire problem is that i cannot seek support if i need it for my VMB4540. That IS the issue and nothing else. The app believes I have a device that I do not own. If this happened to be the only arlo product I owned this would be a horrible experience since I would always have to seek supoort via community or phone. 

[StephenB]

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@Astigos wrote:

Speaking to an agent using a different device is a horrible experience because the agent is confused and cannot understand what I am actually asking about.

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Access to paid support requires that you select a camera in the subscription plan.  Bases/smarthubs can't be in a suibscription plan, so the best you can do is select one of your cameras.

Are you saying that you tried selecting a camera, and found that the agent was confused?  Or you just speculating that this could be the result?

[Astigos]

I have already tried this and the agent was of no use. They told me to back out of the chat and select the smarthub and start a chat there.

I do not want a work around. This is a bug that should be fixed.

[BrookeN]

Is there anything that we can help you with? If you are having any trouble or strange behavior with one of your devices we would be more than happy to assist you.

 

[Astigos]

There is no current issue with my devices. The issue is the app thinks i have an out of date device which totally blocks me from getting support.

[BrookeN]

I have created a ticket, an agent will be reaching out to you. 

[StephenB]

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@Astigos wrote:

I have already tried this and the agent was of no use.

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@JamesC - can you follow up on this?  Clearly you can't select the base in the support area of the app to reach paid support.   FIrst, it identifies the base as Pro camera, and second, there is no subscription for the base itself.

[BrookeN]

@StephenB I have already sent out an email for an agent to reach out to them directly. They should be getting a hold of them soon. 

[StephenB]

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@BrookeN wrote:

@StephenB I have already sent out an email for an agent to reach out to them directly. They should be getting a hold of them soon. 

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Which is great, but I was thinking someone at Arlo should discuss this with the original agent.