We were told by the Arlo representative that we would not be charged if the technician could not fix our problem. During the call we were able to fix our own problem without the technicians help.
The Arlo representative then came back on the phone demanding payment immediately and began to use very unprofessional words with us and started yelling into the phone at us.
I informed her that we were customers and that this was very unprofessional service and asked to speak to her manager. I explained to the manager that the technician did not fully resolve our problem and that we were able to locate and find the problem ourselves without the technicians help.
I let the manager know that we would not be paying the service fee because the technician did not resolve our issue as we had resolved it ourselves. The manager understood this and apologized for the poor service we received. I then ended the call.
To Arlo, I recommend looking for better troubleshooting representatives and technicians. This service was very unprofessional and reflects negatively on the brand and its products.
The forum super users have access to Arlo according to the FAQS so they may want to pass this up the chain.
@ShayneS can also be contacted PM.
The support is so incredibly bad and unprofessional. I'll be facing out this product as soon as possible.
The only thing support can do is tell you to factory reset your system every time you report an issue. USELESS. Asking for a manager also is not possible because they are busy.
Do not buy this product!
I do apologize for the poor experience you encountered with Support. There may be instances when the cameras and base may require physical troubleshooting steps, if the camera(s)/base experience certain issues.
If you like, I would be glad to assist you when you return home. It does sound like the cameras battery may need to be Removed > Re-Inserted.
A few questions:
-Do you have 3 Activity Zones created fr this camera?
-Is this camera a Pro or Pro 2?
Thank you for your patience