Arlo Refusing to Respond

[Deepgreen]

I have e-mailed Arlo twice in the last month about an issue with my video doorbell, and have had no reply apart from acknowledgements of my valuable contact!  On top of this, every time I log in to my account from the same device, I receive a message that there has been a log-in from a new device! 

Do they have any idea of what they are doing, and why do they not bother to respond to e-mails, when they claim to respond with a certain time?  Very disappointed that we have been left high and dry so far by a very non-customer-focused company.  Their chat bot is particularly useless too. 

My question is; are we alone in this or is it their standard 'service' quality?

[ShayneS]

Hi @Deepgreen 

Thanks for reaching out, I have escalated this to the appropriate team and someone will be contacting you as soon as possible. 

[Deepgreen]

Thanks.  This failure to respond as promised on their web site has happened before, and for this case we're now at 12 November, still with no contact.  Abysmal customer service.  Meanwhile I have had to go through a complex process to re-start the system and it seems to be working, for now.  We are very unhappy with Arlo, but we're stuck with the device, and therefore them, for the time being.  Never again.

[ShayneS]

@Deepgreen 

Thank you for letting me know. I have reached out to my team regarding this and I will report back ASAP.

[ShayneS]

@Deepgreen 

I was informed that support was able to reach you by phone and you were able to resolved the issue. If you still need assistance, please let me know.

Thanks