Help with Warranty Claim

[Slennon23]

Why do they make it so hard to get a warranty claim for one failed camera.

Tonight I had one of my Arlo Ultra 3 cameras go completely dead.  It disappeared from my devices and I've tried to reset and re-add it.  But no matter what I do, the camera will not light up at all not blue nor amber.  I tried multiple fresh batteries and nothing.  The camera has completely gone dead.   I bought it on January 9, 2026 so it should be an easy warranty claim. No sir, I have been on chat with agent for an hour and he Gowthish.  He refuses to process an RMA, he's made me go through the reset steps 4 times and I keep telling  him I have no response.   What can I do to get a simple warranty claim processed.  I'm longtime Arlo but now going to switch.  What a mess.

[Slennon23]

More to it.  After 1 hour, no help.  Tried repeating troubleshooting 5 times.  I asked repeatedly for a supervisor and was denied for at least 30 minutes until I asked him to confirm he was denying me access.  Then told me I'd get a call back.  No call.   I would have saved money just buying a new camera, my time wasted was worth more.

[Edinburgh_lad1]

Where do you live? And, most importantly, where did you buy your camera? (Arlo or another retailer.)

If in the UK/EU, the warranty claim should always be with the seller during the warranty period.

[StephenB]

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@Slennon23 wrote:

More to it.  After 1 hour, no help.  Tried repeating troubleshooting 5 times.  I asked repeatedly for a supervisor and was denied for at least 30 minutes until I asked him to confirm he was denying me access.  Then told me I'd get a call back.  No call.   I would have saved money just buying a new camera, my time wasted was worth more.

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I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - to call their attention to your issue.

[BrookeN]

I apologize for your frustration, that is not how we want our customers to feel.  I would be more than happy to help you. Can you please send me a dm with your phone 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.

[Slennon23]

Thank you.

[Slennon23]

@BrookeN 

I sent a private message as you requested. 

[Slennon23]

Here's latest.  Get a call from 1st level support who again makes me go through all the steps.  I'm finally fed up and said if you're not going to replace the camera let's just hang up.  Finally he says he will and takes my address and says they will send one within 3-5 business days.  Then I get an email that confirms a replacement.  5 minutes later I get another email that says while they initiated a replacement, they want more info and if I don't call back within 4 days they are going to close the case.   Case #20042020.    

I'm so done with this company; I'm selling what I have left and moving to a more professional operation.   

You can't make this stuff up.   The amount of time wasted by myself and the company far exceeds the cost of a new crappy camera.

Oh and @BrookeN  never reached out to me as he says in his note.   What a joke.

[Edinburgh_lad1]

Disappointing to hear that, but Brooke is very helpful, and although she/they would not contact you directly by phone or email, I know from experience that she/they would have definitely arranged for Customer Support to contact you, which, by the sounds of it, they did in the end (by phone and email).

The additional information Arlo Support (per email) usually ask for is your address/confirmation of the address/proof of purchase etc., but obviously it depends on your personal circumstances.

So, did you check what additional information they require you to provide before they can send out a replacement?

[Slennon23]

Followed their instructions and went to online support center and waiting for chat support.  I received an agent will be on in 1 minute for past 15 minutes.  You really can't make this stuff up.  

[BrookeN]

@Slennon23 I apologize for my delay in response, I received it after hours. And I was off on Friday due to a surgery. I have reached out to support who will be contacting you as soon as possible. Please let me know if you do not hear from them within the next few days.