Horrible Customer Service

[rashabishoy]

I bought an Arlo Pro bundle from Costco around 2019/2020 and have been using it ever since and it worked perfectly. This was up until a couple of months ago when it all randomly stopped working. I then tried to contact Arlo through live chat and received no help and the chat refused to connect me with a live agent. I would also call them and was never connected to a live agent. I had to go on vacation a couple of months ago and my cameras were all disconnected because no one from Arlo support wanted to help. I have been paying the subscription ever since I got the cameras and the support has been the absolute worst. I finally was able to reach them today and I was on the phone for over 50 minutes and the customer support person was telling me to press the reset button on the Hub. However, he for some reason thought I was not capable of doing so and kept on sarcastically giving me instructions on how to press a reset button. At the end of the phone call, nothing was fixed and I wasted an hour on the phone with some guy telling me how to press a button. The thing is all of his suggestions were stuff I had already tried before from Google so he provided no help at all. Then, he recommended I get a new Hub which to me, it does not sound fair for something I have been trying to contact them for so long now. He then asked for a proof of purchase. I have no clue how I am supposed to provide him with a proof of purchase for something I purchased in 2019/2020. I also do not see how this would be of any help since I already provided him with all of the serial numbers and my account information. The proof of purchase should not be something you ask for because no body would keep a receipt for something they bought nearly 3 or 4 years ago Absolutely horrible service, one of the worst!

[DannyBearAgain]

If you need some assistance with an issue you can place your questions here, just give details of the camera and base station model numbers as well as what you have already tried.

The first question I guess is do you have access to your account with mobile app or desktop pc web login.

Depending on the base model you have you have the top sync button as well as the factory reset button.

Give details on what LEDs show etc. 

[StephenB]

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@rashabishoy wrote:

The proof of purchase should not be something you ask for because no body would keep a receipt for something they bought nearly 3 or 4 years ago 

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FWIW, it wouldn't matter anyway, since the warranty is only 1-2 years.  

Can you explain what isn't working, and give more details on what you've tried so far?  Also, can you tell us what model cameras and base you purchased?  There is a label inside the cameras (you need to remove the housing and take out the battery).  There is also a label on the base that starts with VMB.

[kgeb]

I've been trying to get an RMA processed for about a month.  My experience with Arlo has been awful.  The 3 cameras that work, are fine.  Just trying to get a warranty service on the fourth.

[JamesC]

kgeb,

I've reviewed your case notes and it appears you're now being taken care of by a support agent. Please let me know if I can provide any further assistance.

JamesC

[kpep]

Yes! Worst customer service I have ever encountered

[kpep]

Worst service I have ever encountered! What is the Arlo customer service phone number?

[JamesC]

kpep,

You can contact Arlo support by logging in to your Arlo account and navigating to Settings > Support.

JamesC