Video Doorbell Battery Died - No Agent Followup - Case 41831292

[henrylargo]

My video doorbell COMPLETELY stopped working after 4 months - installed in March..

I called the Arlo support on July 24, 2020- agent David went over troubleshooting with me.

He asked me to check my last video upload - it was 1 week prior.

He asked me to check which colored light the doorbell showed - there were no lights showing at all.

He asked me to hold the reset button - still no lights showing.

He asked me to restart the installation - I did it and still no lights came on.

He asked me to take and send a photo of the power kit - it was properly installed.

He asked me to use a multimeter and take a power reading at the doorbell wiring - it read 20.1 volts.

He asked me to disconnect the doorbell and cross the wires to see if it would ring without it - it rang properly.

Arlo support member David said it needed a new battery on July 24 and I would receive an email saying how to have a replacement sent out within 10 days from my July 24 call.  IT IS AUGUST 10TH AND I STILL HAVE NOT RECEIVED THE EMAIL.  I STILL HAVE A DEAD DOORBELL. 

Is it common for Arlo support to just ghost you like this?? Technical issues have not happened to the other 9 items I've bought from them, so this is very aggravating.

[JamesC]

henrylargo,

I've escalated your open support ticket and requested an update. An agent will be reaching out to you with more information as soon as possible.

JamesC

[henrylargo]

Hi,

How many days will it take for a response?

Thanks

[derickwatsun]

Hi,

Honestly probably a week at least for someone to call back. I called in August 4 for an issue, the tech support team said sorry nothing they could do about the issue I had, and since there wasn't a manager (due to COVID and furloughs), they could not transfer me and closed the case.

I complained on Twitter and their marketing team said someone would contact me, and it took them 8 days to get back to me. Someone called me today (Sunday) and apologized but will check with their managers again to see if problem could be resolved. I purchased an Ultra 4 pack last year and a Pro 3 earlier this year -- SO disappointed in both their software and cloud subscription services. If you're still within return window I suggest you to just return for a Ring. If they don't fix this issue I'll get a refund from the credit card company and then go with another system.

Good looking hardware but slow software, price-gouging cloud services, and terrible support.