chime does not work when it is hot, normal?

[doorbell6630]

We installed a video doorbell.  In the afternoon when sun shines directly on the door bell, the chime won't work when someone rings the doorbell.  Is this related to temperature?  Is this normal or it is a product defect?  Can someone please give us a feedback?  Thank you

[jguerdat]

Is it just the chime that doesn't work or does nothing work such as getting the call on your phone? Are you using an Arlo chime or your old traditional one? If the latter, do you have the power kit installed?

[doorbell6630]

We get the call on our phone, only the chime does not do "ding dong". We use the traditional chime (given by the builder 26 years ago).  Yes, we had the power kit installed.  The issue is in the morning and in the evening every thing works normally.  When someone rings the bell, chime makes noise as well as get the call on our phones.  In the afternoon, when the heat from the sun hits right on the doorbell (the orientation of our house), the chime becomes silent.  The only thing I can explain from this issue is the temperature because doorbell is hot.  May I have some feedbacks on this please.  Thank you.

[jguerdat]

Generally high temps will cause an error message to that effect will appear. Your case doesn't seem to be adequate to cause this - it usually seems to happen in the south-west of the US when temps are >100 degrees.

CHeck your wiring connections and maybe remove and reinstall them. If all fails, swap at the store if still possible or use the app to click on Settings, Support. Choose your doorbell and scroll down to Contacts to talk to official support for a possible RMA.

[doorbell6630]

We did remove the wires and reinstall before posting this message asking for help.  Apparently wiring is not an issue because chime works in the morning and evening when the sun does not directly hit on the doorbell; however, chime does not work in the afternoon when the sun light is right on the doorbell.  Temperature is definitely the cause of this defect.  We love this doorbell, but are disappointed with how sensitive this product is to the sunlight.  

[ShayneS]

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact

[doorbell6630]

We did do Profile icon > Support Center > Select device > contact, but no one responded and helped.  Today is a raining day and the chime works fine without any issue in the afternoon.  Therefore, this product cannot sustain heat (with sunlight directly shines on the doorbell).  We will use a different brand (replace with a different doorbell, still the same issue).  We are disappointed with the product; especially with the after sale support and customer service.  

[ShayneS]

Did you happen to receive a case number? 

[doorbell6630]

no. nothing was given to us and we don't know what else we can do and who to turn to.

[ShayneS]

I have escalated this to the appropriate team and support will be reaching out to you as soon as possible.