Why is Arlo software and support so bad?

[FixYourSoftware]

I started with Arlo many years ago and it took years for them to get the software mostly working.  Earlier this year I had 2 locations, one secure subscription with geo fencing, scheduling, the works and it was all working.  Went to add some latest gen cameras and was forced to upgrade and that has been a disaster.

I now must pay for 2x subscriptions, one per location, geofencing doesn’t work 50% of the time, can’t run schedule when arriving home as within prior versions, “smart” alerts continue to be sent for Animal even though I have that turned off for all cameras, and phantom alerts occur for no reason, and can’t add a needed custom/user defined mode (Arm Custom).

I’ve spent hours and hours testing the new solution, documenting problems, on the phone with support, and have tried to get issues escalated to a product manager but I get nothing but runaround.  Many support staff don’t even know how the product works and point out dated and off-topic articles that are no help. It seems the only reliable thing that’s comes out of support is an email that says “you need to provide more info” regardless of ticket status or problem.  

If it’s not apparent, I’m very frustrated with Arlo who as a company that doesn’t seem to care if they provide a good product/solution or about customer satisfaction, and doesn’t seem to employ any product managers. Just get those dollars! They will rarely acknowledge a software issue and support is apparently trained to give customers runaround and maintain high close rates.

I implore Arlo employees to voice this feedback to your management and come back here and prove me wrong!  Let’s hear from product managers! Show the world you do care and will fix your broken software in a timely manner, add missing features and put a really good product out there.

Arlo is a hard NO recommendation from me based on recent experiences. For anyone reading/considering purchasing Arlo, DON’T DO IT!