Arlo|Smart Home Security|Wireless HD Security Cameras

Disappointed customer: What’s happening with the smart home integration?

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So I am itching/desperate to set up proper smart home integration at my place. I have about 20 lifx lights, 6 arlo cameras, Sonos, Roon and home assistant. I got really excited about the CES 2019 announcement regarding Zigbee and Zwave integration with the Arlo Ultra smart hub so made the decision (that I am beginning to regret) to upgrade to Arlo Ultra. The smart home integration was promised for H2 2019. That has come and gone with not a mention.

You should read up on Australian Consumer Law because I purchased this product on the basis an advertised feature would be offered and now not only do we not have that feature but workarounds like Smart Things automation can’t even be used and the API is not exposed.

Have to say I am extremely disappointed.

Keen to see what Arlo/Netgear’s point of view is here.

Will the smart home integration be coming or do I start asking for my money back?
Model: VMB5000 | Arlo Ultra Base Station
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Tutor
Tutor

Unfortunately this press release isn't really helpful, it is what got many of us excited about upgrading to the ultra..... no integrations of other devices outside of the Arlo products yet and no integration of the Arlo Ultra, Pro 3 and Doorbell into Smartthings.....  This has left myself and many others without the ability to use the cameras and their motion sensors to trigger other actions anymore.

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I read that almost as the reverse, that the smart hub itself would offer the capability to directly manage devices. What other reason do they have to lock out interoperability with other real home automation technologies?

 

I logged a support case yesterday when funnily enough my car got broken into in my driveway (great timing hey) and my driveway camera was not responding and did not capture any video that day. 

That is pretty bad timing and I am now quite upset. 

I asked the guy working the support call to put it in a request for an official response to this post from engineering. 

Based on that I will either box up and return all of my Arlo cameras for a full refund under Australian consumer law or continue to be a happy and loyal customer. 

Pretty disappointed that no one has picked this up yet to be honest, has everyone at Arlo just given up?

 

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They should change the “works with Arlo” program to “nothing works with Arlo” 😂

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Dear Arlo,

Not sure how blunt I need to be - may I please have a response to the above comment or alternatively a response to the ticket I logged?

Thanks,
Christian
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Community Manager
Community Manager

We do not have any new information to share at this time regarding Zigbee/Zwave integration. Stay tuned for an announcement on these integrations at arlo.com

 

JamesC

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Hi James,

Sorry if you find it difficult to understand subtext. Let me phrase it in a different way.

I am going to make Arlo give me my money back for failing to deliver a promised feature. Under Australian consumer law this would be classified as deceptive conduct.

You (and the support team who I am awaiting a response from) have an opportunity to resolve this matter and maintain me as a customer. I do not wish to be unreasonable.

All I am asking for is some kind of commitment that this is going to happen. If you do not wish to provide a public statement, please contact me offline.

I will go to the office of fair trading if you do not respond to me in a reasonable period of time.
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Hi James/team, I need a response to my statement please. Support are not responding, my case has not been escalated as requested and you are posting one line statements you are not prepared to offer any response to my query about deceptive or misleading conduct regarding the advertising of the Arlo Ultra smart hub. 

I have just left a zero star survey to the support ticket and will provide one more opportunity for Arlo to respond before I take this to the NSW Office of fair trading and log a complaint with them as I feel that Arlo are in breach of Australian consumer laws. 

 

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Hi there, what happened with this? Did they ever get back to you?
I have had a case logged for days now and nobody is getting back to me. Sick of this piece of crap Ultra System.