Red hue on camera - unfair replacement terms & conditions

[aldersgate]

I have an Arlo camera which has red hue issues occurring intermittently - I managed to get through to Philipines call centre for "troubleshooting" as the retailer I purchased it from told me I had to go through the process first (which is really unsatisfactory in itself as I expect the warranty process from a retailer). 

After about an hour on the phone (terrible phone line, by the way, massive delays etc), they determined I'm qualified for a replacement unit. What they didn't explain to me was that I have to send the faulty unit back (ok, fair enough - and I don't need a broken camera anyway) at my expense (totally unfair - it's the manufacturer's fault, design and process fault by the looks of all the similar issues) and then they would send me a replacement unit. Now this will leave me without a camera for a substantial amount of time. Not very impressed with the product AND the service at all.

What I want to resolve the matter - which I think is fair - is Arlo to send me a replacement camera post haste, pay for return shipping for faulty unit and apology for poor product and service.

I want this post to be replied and resolved by Close of Business today.

[manfredz]

very few companies will handle warranty replacement items the way you want it.

quite normal for you to send the broken item in at your expense, and they decide to repair or replace while you're without.

[steve_t]

Given support has deemed you qualified for a replacement, get them to issue an RMA number to your retailer. Take it back to your retailer and don't pay to send it

I had a pink hue faulty camera too and took it back to my retailer and they exchanged it on the spot. This was for an add-on camera.

Previously, I had a pink hue camera and took it back to the retailer but then had to go home and package up the entire system and return it and they gave me a new 4-camera kit including new base station but I had to wait 3 days for them to get it in

[aldersgate]

well, I do see your point but I had faulty products replaced by retailers before, rather than having to jump through hoops and deal directly with a manufacturer (in this case it is made worse as it doesn't have physical presence in my country - not to mention having to call an off-shore call centre where the call quality was so bad I had to repeat multiple times to get a message across). It's just poor over all.

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manfredz wrote:

very few companies will handle warranty replacement items the way you want it.

quite normal for you to send the broken item in at your expense, and they decide to repair or replace while you're without.

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[aldersgate]

Ok so is RMA number same as Case number? Or is RMA number generated when I fill out the form and agree to the replacement terms and conditions? To me, the retailer has to step up and take some responsibility.

Thanks

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steve_t wrote:

Given support has deemed you qualified for a replacement, get them to issue an RMA number to your retailer. Take it back to your retailer and don't pay to send it

I had a pink hue faulty camera too and took it back to my retailer and they exchanged it on the spot. This was for an add-on camera.

Previously, I had a pink hue camera and took it back to the retailer but then had to go home and package up the entire system and return it and they gave me a new 4-camera kit including new base station but I had to wait 3 days for them to get it in

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