Case # 00842910 — Unresolved Camera Sync Issue / Request for Management Escalation

[AlThompson]

Dear Arlo Support Team / Forum Moderators,

I am writing regarding Case # 00842910. I want to state upfront that the support staff I have spoken with have always been extremely polite and have genuinely tried their best to assist me. My frustration is not with the frontline team, but with the process itself and the lack of progress after months of effort.

After waiting days for "Engineering" to review my case, the instruction from Wednesday was once again to reboot the base station, delete the app, reboot the cameras, and start again from scratch. Although I have performed these exact steps countless times, I politely went through the entire routine again with the agent. Unsurprisingly, the result was the same: the 3 cameras remain completely non-functional, hanging at the exact same naming/serial number screen.

I need to highlight several key points regarding this ongoing situation:

• Months of Unresolved Tickets: This issue was first raised in ticket 00810643 created on the 16th March, a few days after converting over to the new app and having to split my original account into two separate accounts to accommodate the dual locations. Since that point—and after countless tickets, logs, and attempts to install/uninstall—I have been left without those three main cameras at my second location. Being asked to try the exact same fixes again and again is the definition of insanity!

• Unreasonable Troubleshooting Requests: Asking me to unplug my hub and move it to another address makes no sense whatsoever. It is no different than asking me to unplug my security system and see if, for some unknown reason, it might boot up at my neighbour's house. The hub and cameras in question have only ever existed at this one location. Why would it make sense to move them to another network? And why would I want to remove the only two functioning cameras I currently have providing security at that site?

• Engineering vs. Customer Responsibility: Your engineers noted that serial numbers 5JX1867LAF33C and AB221A78A0023 show as "already connected" in your cloud system. That is precisely the backend database error: your server still holds ghost/phantom bindings from my pre-migration account state. I am not an engineer. I am a customer who had a perfectly operational product until a fundamental internal Arlo bug rendered most of my cameras unusable. I have been as patient as I can possibly be, as have the Arlo support team, but standard client-side resets will never fix a server-side record lock.

• Treating the Customer Right: Arlo needs to start treating me like a customer now, not like an IT assistant with unlimited time and patience! I have lost the equivalent of two full working days troubleshooting a system I am paying two subscriptions for.

Required Action:

If the ghosting of these camera serial numbers on Arlo's servers cannot be fixed by Arlo's engineering team, then Arlo needs to replace the hardware affected by this—specifically replacing the 3 cameras with new units that have unaffected/non-ghosted serial numbers.

Please escalate this case directly to a Tier-3 engineering lead or a support manager who has the authority to issue replacement hardware or manually purge these serial numbers from your database today.

Sincerely,

Alistair

Case Numbers: 00842910 (Original Ticket: 00810643)

[BrookeN]

I have reached out to you via dm, please respond to that message at your earliest convenience.