Ultra 2 Troubles

[Ultra2Owner]

I recently installed two Ultra 2 and the associated hub.  At first everything worked well. When the 30 day free trial switched to the paid plan, the problems began.

I spent two hours with virtual support and they cannot get one of the cameras to work after multiple resets.

Also I cannot get the files/events from a few days in August to disappear.  To make it worse, two more Ultra 2 cameras are on the way.

It's impossible to talk to any real person.  I told the online chat person I want replacements or my $ back.  Can anyone help me to contact a real person who speaks intelligible English?  It's almost impossible to understand the outsourced help.  One should not have to spend two hours trying to get a new purchase to work. 

[ShayneS]

Hi @Ultra2Owner 

Thanks for the feedback, can you reiterate the issue you are experiencing and I will do my best to assist you. 

[Ultra2Owner]

I have a partial solution.

After over 4 hours via telephone or chat, Arlo has finally diagnosed one new camera as defective and subject to replacement.

The 2nd problem is one of a frozen screen in the feed listing.  I keep uploading that image to Arlo but there is no response.

I own a business and am also a seller on Amazon.  I think the support from Arlo is entirely unacceptable due to their outsourced call center.  Amazon is equally worse when it comes to Seller support.  Arlo is as bad as Amazon in that one can spend hours on the phone with one contact when it's often more productive to hang up and talk to another person who can quickly resolve the problem.  

The Arlo hardware and user interface is quite good; however, I think the poor quality of the outsourced call center is unacceptable.  The call center staff are always polite and apologetic; however, in most cases, their English skills are severely lacking.  In short, they cannot be clearly understood.