Arlo|Smart Home Security|Wireless HD Security Cameras
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QuestionGuy
Aspirant
Aspirant
Does Arlo support actually respond to support tickets? Says will respond in 1-2 days.. it's been six.

Nine cameras, new video doorbell, and I've had nothing but problems with this company.
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JamesC
Community Manager
Community Manager

QuestionGuy,

 

Can you provide details on what you're experiencing here? We may be able to help.

 

JamesC

QuestionGuy
Aspirant
Aspirant
A new camera is pink during the day. It just needs replaced, but no one is monitoring the email apparently.
QuestionGuy
Aspirant
Aspirant
I'll add among other things I've dealt with for the year I've had the system. Why I added three more cameras and a video doorbell is probably questionable on my end. I pay for the service and went three months without them working. Phone support is worthless.
titicaca
Aspirant
Aspirant

To answer your question. I have spoken to them a few times and never had an issue talking to them. They are most likely in India or Pakistan and are a little difficult to understand but the do seem to know their stuff. BTW I just installed my system a couple of weeks ago. Have numerous issues but I am hoping they will get resolved........

QuestionGuy
Aspirant
Aspirant
They answer the phone, yeah, but a warranty claim needs to be done online from what I've read. They confirmation email says response in 1-2 days, it's been 8 days without a response.

And as you can see, the Arlo representative ghosted me here as well.

I guess you get what you pay for is true.

And phone support sucks. I was without a functioning system for three months because of the old legacy app. Phone support said it needed a firmware update. System was up to date. He couldn't grasp that though.

Probably will be a class action against this company eventually 😂
titicaca
Aspirant
Aspirant

Well I am also having major issues with my Arlo system. I am a "newbie" and hoping it's mostly "user error/ignorance" but I have already had to buy extender, and  over $100.00 in batteries which only last me a day or so.. Along with web portal not working as it states. (Maybe I have an outdated system???) As icons that according to instructions should be there but are not... Sorry for raving but it has been extremely frustrating since I installed this system....

QuestionGuy
Aspirant
Aspirant
Ten months plus into this system. Today two of the cameras went offline. All nine cameras were not detecting motion as well as the video doorbell. My system runs on two hubs in different locations for optimal signal. The video doorbell is independent of hubs. I had to call technical support as I had exhausted everything on my end. All technical support wanted to do was repeat themselves to replace batteries on the two offline cameras and remove the from the hubs then put them back on the hubs. Okay, no dumbass, I'm not going to take thirty minutes per camera setting up recording rules, motion sensitivity, activity zones and everything else I've had to do repeatedly with this system. An hour and eight minutes for them to clue in and rest the account from there end that swapping batteries wouldn't solve the issues. They reset the account, magic everything is online working.

1. Why does this keep happening?

2. Why is it such an ordeal to get them to solve the problem.

I paid for the service a year in advance. I was without service for three months while they fixed the app. I was told I'd be emailed about a credit, no email.

I have a brand new camera that's displaying with a red tint. I've done the steps to troubleshoot, it's defective. I was told they would email warranty replacement info and send a camera to swap out. No email.

What the hell is wrong with this company?
QuestionGuy
Aspirant
Aspirant

Is there a technical support phone number where English is there first language?

Macahi
Apprentice
Apprentice

'Gotta' love the irony.