Why am I not getting warranty claim support for my product?

[GregMarkH]

My 'outdoor' Arlo camera got rained on, the raine seeped into the interior working, the contacts rusted and the product failed. When I attepted to get a warranty replacement my request has gone ignored, despite over 7 attempts to get answers.

Why is the support so poor for this product?  What can I do to get a resolution?

[JamesC]

GregMarkH,

How did you make the request? Do you have a support ticket I can reference and escalate for further review?

JamesC

[GregMarkH]

Sure, I have two support cases. I created the second after repeated asks on the first for an update. 

Case Number: 41171813

case number 41125595

The second case was closed on October 2nd with this note:

As I understand your concern, the water leak inside the camera. It seems like you opened a case for the same concern. To avoid confusion, I will close this case and continue with your original case with case number 41125595

And, as has been the case to date, nothing after that. 

[JamesC]

GregMarkH,

Thanks for the information. I will follow up and escalate your support ticket. An agent will reach out to you with an update shortly.

JamesC

[GregMarkH]

Still crickets.....

Arlo support has to be among the poorest in technology, even worse than my phone company and my cable company. 

I make a warranty claim and it is continually ignored. Not denied, just ignored. Three months later, multiple contacts. Nothing. 

[JamesC]

GregMarkH,

I apologize for the poor support experience. I've escalated your support ticket again. Please let me know if you do not receive an update with 24-48 hours.

JamesC