Arlo support does not deliver. Do not do business with Arlo

[BW81]

I purchased my Arlo cameras in July 2019. One camera stopped functioning a few weeks later. I opened a support ticket, and consistently received emails stating that my incident was being closed due to lack of response on my side, which is untrue. Each time I replied,I was told to go through the same tests I ran previously. It should have been obvious that the camera itself was the problem, the first time I ran th tests. In late September,after, again being told my incident would be closed, I finally had a rep agree to send me a new camera. I have not received any further updates or a camera. It seems that Arlo doesn't care that a customer spent hundreds of dollars on a broken camera.  I lead a software support team for a large corporation, and this is not how customers should be treated.

[ShayneS]

Hi @BW81

I apologize for the inconvenience & poor experience you encountered with support. I would like to look in to this further. May I ask for the case number & RMA number associated with your report?

[BW81]

After receiving no recommendations here and after receiving another "we would like to close your ticket" emails, I posted on the Arlo Facebook page, and surprise, action was taken.  Finally, as of yesterday, a new camera is being shipped (ETA for arrival is the end of the week).  It's a bit annoying that all shipping options require me to pay, either when sending the faulty camera back, or ahead of shipping, since I didn't cause the camera to not function, but I just want a working camera.

If you would like to look into it more, my case and RMA information is below.

Case Number: 41138429

RMA: 7097152