AVD1001 - Arlo Video Doorbell, Wired. User manual really needs some help.

[dpb11]

Just bought this item on Amazon and went to install it.  No paper instructions, so I scanned the QR code for the video.  It omits to tell me how to find the Arlo App (ie. it's graphic symbol) so I could identify it on iOS app store.  There are many to choose from.  Without this, there is no access to the installation instructions.

Got chat support to ask about the proper app.  He wanted s/n of device, ok, pull it off the wall to get that, when all I wanted was info on which App.  Upon giving him the s/n, he immediately takes me into a troubleshooting loop - whereby he assumes he knows what my problem is and where I am in the install process.  He wouldn't stand still long enough (until I really took him on), to actually listen to the reason why I called.  Telling me to describe the color of the LED when pushing the doorbell button, had nothing to do with my situation.  Finally, when he decided to listen to me, I was able to state my question (which app?), to which he says "oh, well of course it's the one with the house symbol".  Duh.  I guess I should have been an insider too, to know this.  Finally, when I got into the App, it was not intuitive to me that .... to find the instructions .... I first had to add a widget and so-on.

I'm sure it's a good product (haven't completed installing it yet), however they make too many assumptions when customers call for assistance.  Alot of frustration on my part (and I'm sure his as a result of my frustration), would have been solved had they just done a better and more thorough job of approaching these things from the perspective of a user who knows nothing about their product, App graphics, etc.  They assume we know what they know.

[JamesC]

dpb11,

Thank you for the feedback. I will pass this along to the development team for consideration.

JamesC