Doorbell 2nd Gen (Customer Support user interface is designed to frustrate)

[Usernamecheck24]

My new 2nd Gen Vid Doorbell was a replacement to my last vid doorbell that stopped working after a series of cold days. Brought inside and followed all Arlo's myriad of steps to remedy and the thing was a nightmare to reconnect after removing the device from the Arlo HUB. This move, which was recommended, also meant that I could not get a customer support case going because it was no longer attributed to my account. The Arlo customer support techs are completely worthless and ask you to re-do all the same steps that they already emailed you about in broken links via their messages to you. They ask for more info of you and then their masterfully crafted UI does not allow you to update the case or write back in any way. It ONLY allows you to upload a photo. When you bring this to their attention they conveniently ignore it and repeat the same questions or send you more links to the same articles they've previously sent as if they cannot see/read the history right above the last communications. My new doorbell ran out of battery on day one and it is WIRED. When I inquired about this they made me repeat all the steps I already did and then installed it just for it to die once again. It is still not recharging itself and this does not really matter since it does not detect any motion that is not 3ft in front of the camera. This product is basically worthless and I cannot get any answer from Arlo despite having several other cameras and an active subscription. I would recommend NOT using this service, they obviously know they have many issues and are hiding behind rude and unprofessional techs from some foreign call center. They make it impossible to speak with anyone and when you do get someone they will argue with you as if you owe them something. The App is constantly not working properly and cameras show up offline. The motion events are mislabled or did not even catch the action that caused the video because it it too delayed. My experience with this product/service has been absolutely terrible and I am surprised they have made it this far. I am sure they will block or hide this post from the forum too. 

[ShayneS]

Hi @Usernamecheck24 

I have escalated your case & someone from support will be reaching out to you as soon as possible.