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New Member
Posts: 2
Registered: ‎08-12-2017

Arlo Pro camera replacement idiocy

I purchased the Arlo Pro 6 camera system about a month ago with the extended warranty.  Installed the system, worked fine.  About a week ago, one of the cameras stopped synccing and will not sync.  Everything else is fine.  It is obvious the problem is with the one camera and the local store agreed.  Simple solution is to give me new camera.  Oh no.  I have to bring in the entire system and have it replaced.  Best buy can't resell my old system.  So, instead of giving me a $100+ dollar camera they have to give me a $1000+ new system and I have to go to the time and trouble of taking the old system down and putting the new system up.  This is sheer idiocy.  They say the warranty is only good for the whole system.  That is like saying that if the fuel injectors on my new car are defective, I get a new car (and that the dealer can't sell the old car).  As this matter now stands, Best Buy has lost my business.  

Recognized Member
Posts: 176
Registered: ‎02-09-2011

Re: Arlo Pro camera replacement idiocy

Items sold at Best Buy (and Warrantied) are for the entire SKU (item number) of the item. If the system was sold as a package, it has one SKU for the whole thing and if any portion of that becomes defective or breaks then everything included in the SKU would need to be returned under the warranty.

HOWEVER! This doesn't apply to replacements of gaming controllers and the like. So I would recommend calling the 1-800-GeekSquad number and see if they treat the individual cameras like the gaming controllers. What they do in that case is send you the piece and you send back the defective one. These are not handled in the store because of it being a part replacement vs. the entire unit (aka SKU).

I don't know if it will work like that, but it couldn't hurt to try! I agree that it would be silly to have you replace out the entire system, but that's how the system is set up and individuals at the store can not override that (no matter if we agree it's silly or not).
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New Member
Posts: 2
Registered: ‎08-12-2017

Re: Arlo Pro camera replacement idiocy

Already tried that route and it didn't work.  I am an attorney.   It will take me about three hours of my time to uninstall and reinstall the system.

 

 Your system is stupid and anything that is so inflexible to not allow an override in this situation does not speak well of a company selling computers and computer system expertise. I spend about 3-5k a year at Best Buy.  I will do so no longer at such an inflexible and apparently inept computer company.

Posts: 1,414
Topics: 7
Kudos: 126
Solutions: 87
Registered: ‎12-23-2016

Re: Arlo Pro camera replacement idiocy

Hello J.GregGoodykoontz,

 

Welcome to the Best Buy Community forums. I know how disappointing it is when a new technology purchase doesn’t work correctly, and I understand how inconvenient it is to tear down a complete camera system like this. I apologize that your Geek Squad Protection plan isn’t working out how you hoped that it would.

 

Geishafish is correct in saying that our Geek Squad Protection plans on items like this cover the entire product and not individual components, and as such the entire product generally will need to be swapped out if a component needs to be replaced. If you haven’t already performed your exchange, I’d like to take a look in to your purchase and see if there’s anything we can do to help you out with this. I’m not sure what options we’ll have, but it is worth at least looking in to it to see if we can find you an alternate solution.

 

In order to do this, I’ll need a bit more information from you. Please send me a private message, using the link in my signature below, containing your order number or customer service PIN from the bottom of your receipt. Please also include any phone number or email address that you may have associated with your Geek Squad Protection plan so I can take a look into it.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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