Arlo - Degrading quality, deplorable support
I've been an Arlo customer since before Netgear acquired the Avaak VueZone product line. I purchased the first gen of Arlo cameras in 2014.
I was a happy customer - recommended the product to all my friends and family - until about a year ago, when the reliability of my hardware began steadily deteriorating. For example, a firmware update bricked one of my cameras. Continued problems and an abundance of familiar customer complaints on message boards and elsewhere suggested my problems were not a fluke, rather a disappointing trend.
Most recently, I noticed that my cameras are only intermittently detecting motion. I called Arlo support.
After 20 minutes of obvious troubleshooting (eg make sure the camera is connected to the base unit), I was told there is a known bug in the Arlo software which is affecting my cameras. I asked why I hadn't received a proactive notice about the matter. The support rep didn't know. I asked if there was an ETA on a fix.
The support rep didn't know. I asked whether there would even be a fix. The support rep didn't know. I asked what I could do to address the problem.
The support rep told me I could upgrade my hardware - at my expense of course. I asked to speak with a manager. About 40 minutes later (for a running total of 60 min), I spoke with a manager who said to me: "What do you expect?
You are well out of warranty."
I expect that when I pay hundreds of dollars for equipment, that it will last at least 5 years. I expect that when the manufacturer of that equipment admits that they have a bug which is affecting my product, that they will proactively provide guidance regarding a solution - that they will at least commit to finding a solution.
Reason of review: Damaged or defective.
Monetary Loss: $800.
Preferred solution: Let the company propose a solution.
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