Support contact!

[OwenFamily100]

I have a support contract for nearly 2 years now and still have issues when I have so called VIP support !

it was supposed to be fixed and I was told I would have no issues going forwards. BUT still I cannot get any support details as every leads to VERISURE which were the worst company to deal with and that’s a separate issue 

Now I pay ARLO £200 a year and cannot get any support details 

I just want some help please…. Not a lot to ask for something I am paying for ????

[OwenFamily100]

lol… what does vip support mean ?

still nothing 

[BrookeN]

I can hace Verisure support reach out to you and answer any questions you may have. Can you please dm me a callback number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[BrookeN]

@OwenFamily100 I have received your message, thank you for providing that information. I have reached out to Verisure support to contact you. They will be reaching out to you as soon as possible. 

[OwenFamily100]

Thanks…. Still no contact  😊

[BrookeN]

They will be reaching out, please let me know if you do not hear from them by Friday. 

[OwenFamily100]

So what is my so called vip customer support about ? 

[OwenFamily100]

Yep…. Still nothing 

[OwenFamily100]

Also still waiting to know what this actually is ?

[StephenB]

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@OwenFamily100 wrote:

So what is my so called vip customer support about ? 

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I think you got that from Verisure, not Arlo.

[OwenFamily100]

Nothing to do with  Verisure

its in the Arlo packages depending on which one you choose 👍🏻

Bur still nobody can elaborate what it means 

Also…. Still not fixed the problem I have

Crazy

[Edinburgh_lad1]

This is what it says about VIP on their website: "[w]hen you contact Arlo Customer Support using the phone number registered to your Arlo account, your call will receive priority handling." They don't publish stats - nor are they obliged to publish them - about how soon VIP customers' calls are answered (in relation to non-VIP customers' ones). Or I don't know how to find them. So, essentially, for example, your call could be answered after 29 minutes of waiting, instead of 30 minutes for non-VIPs, if actually at all. In other words, whether that is the case, there is no information, or I don't know where it is, whether your call is answered quicker and if so, how much quicker. Also, it's definitely not about a better quality of customer care in that your call handler will be more senior or knowledgeable. Finally, the above statement implies that if you use a phone not registered with your account, then you'll not get the so called 'priority handling'. Given that their software is what it is, I wonder if it also matters how your phone is registered with them: +44xxxx vs 0xxxxx. 

So, unless they publish the stats, I'd say it's just a marketing phrase. 

[OwenFamily100]

Thanks @Edinburgh_lad1 

Exactly my point overall, with the exception of @BrookeN who has tried to help - thanks 🙏 

The overall experience just leaves a sour taste and as much as I like the cameras and I’ve spent a lot of money on them I might add…. Customer service IMO has been poor.

They bumped the support prices up this year, which I paid no questions asked. 

Over the last week it has made me look elsewhere and I’m seriously looking at other options. 

Others may have had better experiences…. For me, this post is the initial start to actually getting to the issue I have….. nobody has even started on that as yet because I can’t get any customer support

over 10 days later…. I’ve not even been provided with a phone number to call.

[Edinburgh_lad1]

The support on here is stellar, but I think they belong to a different team.