Customer Service

[TX2]

I have been trying to get to the customer service live agent. How do you get around the Chat BOT? Arlo's customer service is terrible. They do not pay attention to what is provided in tickets. There is no follow up or follow through. In order to use my camera I HAVE to pay for an account and I still cannot get ahold of anyone in this company. 

I dislike the use of a ChatBOT as customer service agent. 

[jguerdat]

You have to have a subscription to use the phone access. Do you have one?

[TX2]

Yes I do have an account!  

[jguerdat]

And have you tried selecting the phone support?

[TX2]

I have been all over my account, All I see if Support and then I'm taken to another page to deal with the ChatBot, I have not found any phone numbers or emails to contact customer service.

[jguerdat]

It should be listed in Contacts. What do you see there?

[StephenB]

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@TX2 wrote:

I have been all over my account, All I see if Support and then I'm taken to another page to deal with the ChatBot, I have not found any phone numbers or emails to contact customer service.

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Phone support is only available in the app, it's not available through my.arlo.com.

If you see "Library" in your app, then use the guide here:

• https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

Note on step 3, you need to choose a camera in a subscription plan.  If your issue is with the hub, then just choose a camera connected to the hub.

If instead you see "Dashboard" and "Feed", then use this guide:

• https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

With "feed" the "open or pending requests" gets in the way, so start by using the "x" to dismiss that.

[TX2]

Thank you team, however this is no help, I need to speak to the billing department through customer service. I am getting bounced around the two different websites for Arlo and nothing that is being told to do is available or can be found.  Getting ahold of customer service should not be this difficult. I don't have the time nor the patients to bounce all over the website. Getting a hold of customer service should be as simple as clicking on a link to send them an email to get support. 

[ShayneS]

Hi @TX2 

Can you provide more detail regarding the issue you are experiencing?

[TX2]

Good morning Shayne,

The issue I have is when I need to speak to customer service I can't get around the ChatBot, I have an account! I have paid for subscriptions for the last 4 years, I have had to deal with a camera breakdown, a failure on the customer service side to apply the Tax Exempt and refund tax that has been charged to my account! I have submitted all of the paperwork that has been requested more times than I can think. I can never get a receipt from this company unless I reach out to customer service and NOW I can not get around the chatbot. It should not be this hard to get ahold of the customer service department.  I have no emails, phone numbers, on my account both on the computer and the app. 

There is the issue! I am sure that like everyone else you will tell me to go try something that I have already tried and will waste my time. My account is a state agency for the State of Texas, I do not have the time or the patient to fight Arlo's programming issues just to speak to a customer service agent. 

Respectfully,

CW3 Michael White

CTCD, CTCM

Texas State Guard

[StephenB]

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@TX2 wrote:

The issue I have is when I need to speak to customer service I can't get around the ChatBot,

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Why not use phone support???

[ShayneS]

@TX2 

Thank you for the info. I have notified the appropriate team and someone from support will be reaching out to you as soon as possible. 

[TX2]

Why not use phone support???? !!!!! 

Well if there was a published phone number I would not be on this platform talking about this.  And before someone says "Yes there is!" consider the fact that if I had found a phone number I would NOT be talking about this on a discussion group. (Yep I said it twice!)

[StephenB]

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@TX2 wrote:

Well if there was a published phone number I would not be on this platform talking about this. 

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True that they don't publish the number.  But if you have a subscription, then you can get phone support through the app, as described here.

• https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

[TX2]

Stephen, again, if you have read the string you will see I have an account, a subscription, the APP, and the on line portal. If there was a phone number or email I would NOT be on this plate form complaining about ARLO's customer service or the lack of it. 

You know, I get it, the company has a script that they have to follow, however, sometimes you would think that the script does not work when this has continued for this amount of time. 

Once again, Thank you team, however this is again no help. 

[StephenB]

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@TX2 wrote:

Stephen, again, if you have read the string you will see I have an account, a subscription, the APP, and the on line portal. If there was a phone number or email I would NOT be on this plate form complaining about

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I also have an account, the subscription, and the app.  And I see the phone support option.  So you might not be looking in the right place.  The option is always shown, but is grayed out if you don't have a subscription for the camera.

Here's a screenshot of what I see  - using the iOS app with "Feed", but you'd see this with Android also.  Navigation is different with "Library", but the support center is still there.

One piece of friction with "Feed" is that you end up with a "Choose your issue" pop-up when you first navigate into "support".  You need to dismiss that, and then scroll down to the bottom of the page.