Confusing response from Tech Support regarding Pink image

[gran0467]

Is the support expert group really this unorganized and confusing to everyone else?

"Good day! 

Thank you for providing us an update. 

This is Christian from NETGEAR Arlo Technical Support Team. I have narrowed that your camera that is showing pink image have a hardware issue. With this we will provide you a replacement on the affected camera. We also decided to waive the replacement process. In selecting the replacement with shipping waive, we need a collateral to complete this process an this is your credit card information. We will provide more information as we discuss this trough phone . 

We appreciate the time assisting you. Thank you for choosing NETGEAR. 

Regards, 

Christian 
Expert ID:46111 
Netgear L1 Support Expert"

[jguerdat]

Makes sense to me. They want a credit card to charge in case you don't send the faulty device back. CYA.

[DawnM]

Hello gran0467,

I'm so sorry you had this experience with customer support! Thank you so much for taking the time to inform us, I have escalated your concerns. If you have any other concerns or issues, please don't hesitate to contact us.

Dawn Marshall

Community Manager