Very unhappy with Arlo service and policy

[tregeo]

I am about to proceed with a case where I believe Arlo are in clear breach of Australian Consumer Law for the following reasons.

A few weeks ago, I purchased two cameras were to be added to an existing Arlo Pro 2 system.

The new cameras turned out to be ‘not fit for purpose’ in that it is not possible to remotely view recorded footage without a mandatory subscription. This fact was not adequately disclosed on the Arlo website nor in the direct phone call I had with Arlo sales staff before the purchase. (I specifically rang the ‘Sales’ number for Arlo and explained that I wanted to ensure this purchase of cameras would be correct for my Pro 2 system. They assured me that the system would work fine, but no mention was made of the need for a subscription.)

Having purchased the cameras and installed them, a ‘free 30-day subscription’ is offered (or should I say forced.) This subscription masked the fact that remote viewing was not going to be possible (without a subscription) until ‘AFTER’ the subscription expired. This of course, means that the product was then out of the Arlo return period…!!

I add to this that even throughout the subscription period, the products did not work properly and notifications were inconsistent and unreliable. But more of that at another time.

I believe I have a very solid case and am prepared to take this 'all the way' if necessary to the Office of Fair Trading in Queensland and if necessary progress on to ACCC.

I will also point out that the service Arlo offers (if anyone is unfortunate enough to need help with anything like this), is nothing more than appalling. Left on hold indefinitely multiple times, promised call backs which did not happen, and staff incompentence. 

But back to the point. My advice for anyone thinking of buying or extending an ARLO system... DON"T! Get out when you can. Do thorough research on all you options and read reviews. These are things which I should have done but I was too trusting. I am about to go to Product Review and will put a more detailed account there.

I

[BrookeN]

I have escalated this to support, someone will be reaching out to you as soon as possible. 

[Zozimus]

I am also extremely disappointed with Arlo support. Having ordered it on line,  the incorrect product arrived here in Australia having been shipped from some company called likewize. The Likewize packing slip listed the correct product but the box contained the wrong contents. It also referred to the 'Customer PO' which was the same as supplied by Arlo in their confirmation email.

None of the numbers provided on the likewize packing slip actually ring.  Applying directly online for a 'return' fails also as the system does not recognise the order number that Arlo gave me.

Having spent hours battling through the Arlo online bot and then 'chatting' with several 'real' (?) people I was given a 'Case Number' 45253776 but have heard nothing since.

Never again.

[BrookeN]

First and foremost I want to apologize for the frustration you have felt trying to reach support. That is not how we want our customers to feel. I would be more than happy to help. Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. 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]

@Zozimus I received your message, thank you for providing that information. I have reached out to support, they will be contacting you as soon as possible.