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Forum Discussion
Solved
How do I contact customer support????
The web site says "help is just a phone call away" but I am finding that it is impossible to find a phone number or even live on line chat support. How do I reach customer support?
Hello everyone
https://www.netgear.com/support/contact.aspx?cid=wmt_netgear_organic
Follow the prompts and it should give you a way to contact support if its not working try another web browser and make sure a pop up blocker or firewall is not blocking this.
DarrenM
I also have not seen a PM
Note the issue with the chat option on the ARLO support screen is that its not consistently available and what I am predicting from the numerous times I've tried to find it over the past month is that it appears to be available after hours during AU EST not during the day. As a result without getting clarity from neither NetGear or ARLO as yet it may be as simple as (and not that its acceptable) that the CHAT team are only available during AU evenings due to the differing international time zones. Hence conclude that they are not a 24*7 help centre based on a follow the sun model.
I am in consultation with NetGear / Arlo support and have formally logged a case.
Suggest that users do same IF they can find the support links needed.
I will continue to pursue with them.
Regards
larmonro
BTW when NETGear / Arlo support helped me last week they sent me a link refer attached which I saved as one of my favorites
It has the chat option so maybe for now save and use this as a favorite
http://arlo.com/en-us/support/contact.aspx
Let me know how you go as once I did get in contact with them via CHAT they did try to assist.
Regards
larmonro
Finally
Its in ARLO and NETGEARs interests to improve the user experience so whilst this forum is certainly valuable for mind sharing and experience. We must ensure that we officially log feedback with both ARLO and NETGEAR in order for them to know what to fix and why.
I have 2 ARLO installations that I installed over the past 3 months.
I am extremely happy with the functionality and the value that comes with being able to remotely monitor my rural farm property 300kms away from my home. Am concious that there are many competitive products in the market place including SWAN and others that am sure are equally suitable to some degree.
However the ongoing glitches regarding "connection failed" when trying to view cameras LIVE vs my default set up on sensor movement is frustrating and the CHAT option not being consistently available and going round in circles on the ARLO website when trying to contact support are unacceptable in this day and age of customer service and interoperability.
So I urge you to ensure that you provide the necessary feedback for ARLO/NETGEAR to improve both their products and user/support experience by providng feedback via the formal channels (once you can find them). Do not relent and give up as we are now committed to them because we spent thousands of $$$$ on their products so are entitled to professional, timely and reliable products and post sale support and services.
Yours Constructively
larmonro
larmonro,
Arlo support can be reached via the link you posted above at any time of day via chat, email or phone. Additionally, you are welcome to post the issue you are having on the Arlo Community page where others who may be experiencing similar issues can offer guidance.
If you have a support case open you would like me to review, feel free to provide me with the case number (private message is preferred as this thread is not Arlo specific) and I will review your case.
Thank you,
JamesC
The issue is that the website doesn't GET you to customer service or chat (it just spins and doesn't advance to the next screen), and when I've called, I've been on hold for over an hour each time and then get a fast busy signal, or disconnection. From what I understand, there is only a 3 week period to resolve issues, after that, there is a fee for contacting them (if you can).
I've been waiting for a response for 2 weeks now, so my trial period is over. Thank goodness I can still return the cameras to the store from which I purchased them.
