Why isn't the Arlo Community in the Support Center section of the app?

[RichWood]

I just came here to help folks with the Pan & Tilt cameras since my trials and tribulations with this device has given me insight that I think your support team is lacking. But why isn't the Arlo Community built into the app in Support Center? It seems like there are a ton of good people in here and I think you would get far more interaction. I'm on Android and maybe you just focus on dumb Apple and it's on their version only. But am I missing something? Just seems odd it's not in Support Center in the App???

[JamesC]

Using support center through the Arlo app is an official support channel for Arlo troubleshooting and product related questions. While the community is not considered an official support channel, it is featured as a place to discuss Arlo and various Arlo employees and moderators are active here to assist users as needed. 

Thank you for the feedback on the Arlo Pan and Tilt cameras, I will pass this information along to the product development team.

JamesC

[RichWood]

But the people in here know more about Arlo than the agents? The agents just authenticate a billion times then just go off and do the 3-5 minutes thing. When they can't figure something out, they send out a refurbished device to swap. If this was in the app, people might get real issues resolved than kicking the can down the road. Really good interactions in here. Far better than the official support channel. 

[JamesC]

I understand working through the support process can sometimes be frustrating, but I assure you the issues escalated through the support center, as well as here on the community are highly prioritized by the development team. While often times these issues are complex and we may not always have an immediate solution, they are all taken very seriously and careful consideration is made to each escalation.

But, to your point, featuring the community more throughout the app and various places where users engage with Arlo for support is a good suggestion. We will consider this for future support center updates.

[RichWood]

You are very diplomatic and skilled at corporate speech James. One of the best I've ever seen! And I remember you from the beta testing group. You put your heart into this. But with technology and especially home security, people want it fixed immediately. I've had Arlo for ages, and I only stumbled on the community a few times. Mainly because it is it's own entity. I have a love/hate relationship with Arlo. But it's mostly love. Want to see you all be the best. So I hope this feedback goes somewhere and isn't just corporate speak. Because that's grown old. Every company does it and it's nauseating.

[JamesC]

I hear you and share your enthusiasm. It is worth noting that the web client for Arlo support does encourage the community as an option for help, you can find that here: https://us.arlo.com/pages/contact-us

I agree that featuring community in a similar way within the app would go a long way in allowing users to choose how they want to engage with support and find the best path to the answers they are seeking.

In any case, the team here on the community will continue to do our best to escalate the discussions raised here and make sure the voice of the customer from the community side is heard. We encourage you to continuing providing feedback and appreciate your participation.

[RichWood]

James are you AI?

[RichWood]

Because if not, you really have a talent! It's impressive. 

[RichWood]

Well. I hope I helped get the message across about these Pan & Tilt cameras. They really are great devices. Just work out the dual band issue. Till next we meet Arlo Community. 

[JamesC]

Haha, nope, not an Ai. Just a regular old human.

[RichWood]

You are so attentive and damn informative. I know what you should be for Halloween. Lol

[StephenB]

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@JamesC wrote:

But, to your point, featuring the community more throughout the app and various places where users engage with Arlo for support is a good suggestion. We will consider this for future support center updates.

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@RichWood - while I agree this is a good idea, I think it does need to communicate the difference that the community is not paid Arlo support. 

We already have a lot of folks posting posting problems here who are thinking they are talking to Arlo when they are talking to other users.

[RichWood]

Yeah I get your point. But I'm pretty sure you solve more problems than the tier 1 agents? And when they escalate an issue, there is never any relevant follow ups or returned calls. They simply just swap out the devices generally and fight the battle on another day. I know in the year 2025, my patience level is non-existent and I am also a customer that relies on Arlo for home security. So I would think the option would be there for eager customers to actually get their equipment up and running or they will bail to Ring. I am usually anti-forum, but there are some decent people in here. Far better than the phone/chat agents. But hey, Arlo doesn't pay my bills so nothing to do with me. So I'll keep my suggestions to myself. 

[StephenB]

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@RichWood wrote:

I am usually anti-forum, but there are some decent people in here. Far better than the phone/chat agents.

As I said, I think it's a good idea.  But it can get complicated when people confuse me with Arlo support.  So it'd be good to address that somehow in the implementation.

[RichWood]

People will get pissed and jump ship. If I haven't invested so much in 27 different Arlo products, I probably would of as well. As much as I like getting refurbished products from Arlo, it's not actually solving problems. You are smart you know this.