"Getting Status" error, Customer Service/Tech Support is a nightmare!

[gbsilvias15]

I bought a 3-pack on Amazon about 2 months ago. About a month ago one of the cameras suddenly stopped working with a "Getting Status" error message. The other two are fine.

1. I've tried EVERYTHING, and have followed all the guides to try and troubleshoot. I'm an IT professional so I'm very well versed in technology. This included: resyncing, removing the device and re-adding, removing the battery, doing a "factory reset," uninstalling and reinstalling the app, and just about every combination of these things. NOTHING has worked. It simply has a black screen spinning in circles with a "Getting Status" message.

2. I opened up a case about 3-4 weeks ago and Tech support is basically giving me the run around. They keep telling me to try the same over and over. They simply refuse to acknowledge that their hardware is f*** and that they need to just give me an RMA so I can replace it under warranty.

3. They reply on the case literally every week, so it takes them a week to reply. And guess what they say: "have you tried..." - I've tried everything!

The only thing I haven't tried is dropping this pile from a 10 story building.

NIGHTMARE. I'm seriously considering outside solutions now, which may include:

1. Filing a complaint with their state.

2. Filing a complaint with BBB.

3. Contacting Amazon somehow for a refund.

4. Charging them back somehow for their defective product.

Arlo, if you guys see this, just give me a refund.

[gbsilvias15]

FINALLY. After getting on with a real agent via live chat. They reviewed my case and will replace the camera. It should not have taken this much, but I'm glad it's being resolved now. Will update when I actually do receive the new camera.

[gbsilvias15]

UNSURPRISINGLY, this "Lee" guy canceled my RMA and is now trying to get me to do the same **bleep** troubleshooting steps as before. I've so had it with this company. I think it's worth it to file a lawsuit even if the cost exceeds the replacement of the camera. At least that will set a precedent for others.

[JamesC]

gbsilvias15,

I've escalated your support ticket and requested a status update. An agent should be reaching out to you as soon as possible.

JamesC

[gbsilvias15]

Thanks for this. I just wish it was weeks sooner.

Once again, I had to contact support via Live chat and just give them hell. I insisted that a manager called me back... Which to my surprise, they did. The manager ended up resolving the situation and actually give me an RMA which is now in process with a real RMA # and tracking #. 

While this is a satisfactory resolution (assuming the replacement camera gets here and is working fine), it isn't going to change my opinion on how poorly customers are treated after the purchase. Chances are I'll be selling my cameras for whatever I can get and cutting my losses here... As I do not want to keep paying this company a monthly fee for the same bad customer service and bad product quality I have been through these past couple months.