BrightStar Logistics - Advice Needed for Missing RMA

User210686 on 13/07/2021 - 10:03
Last edited 13/07/2021 - 13:34

Does anybody know what I should do now after the item I sent and received by the manufacturer's warehouse (BrightStar Logistics Australia formerly known as NETGEAR Returns) went missing?

My Arlo Ultra camera was faulty, so I contacted Arlo customer support and got a RMA number.
The next day I received a prepaid StarTrack label and a satchel, so I used them to send the faulty camera to their warehouse in Prestons, NSW. The tracking shows that it was delivered, but I haven't heard anything from Arlo regarding the status of my RMA or received a replacement after a week. So I contacted customer support and inquire about the status and was told that I should receive a replacement soon and if not, contact them again. Up until that point I could at least see my RMA show up in their system when I entered the RMA number, but today when I tried to look it up again, the system now says "RMA 7191579, was not found in our system." Customer support said that they were going to escalate this to someone higher up but considering how useless their customer support has been on different issues, I can't see the light at the end.

I have filed a theft report with NSW Police online, even though I'm not sure this is considered a theft.
I can't call the warehouse because they don't disclose it. I can't visit the warehouse because I'm in QLD. I have contacted StarTrack and asked if they obtained signature on delivery or recorded the name of the receiver but highly doubt that. My next step is probably taking them (BrightStar Logistics) to NCAT.

And looks like this is not the first time a RMA item went missing. https://community.arlo.com/t5/Arlo-Pro/Cannot-get-proper-hel…

EDIT: StarTrack emailed me a copy of signature and the name of person who signed for it, which is good news.

Electrical & Electronics

Comments

  • Muzeeb on 13/07/2021 - 10:17
    +9

    I have filed a theft report with NSW Police online

    Whaaaat? Slow down tiger. It's only been a week.

    • User210686 on 13/07/2021 - 11:48
      -3

      I wouldn't have filed a police report if they could still locate my RMA but now it's gone and the replacement was supposed to be shipped within a few business days. Considering how atrocious their customer support is, I had to act quickly.
      I don't think Arlo even has corporate offices here in Australia. All customer support seem to be based in Asia.

  • spackbace on 13/07/2021 - 10:59
    +1

    Customer support said that they were going to escalate this to someone higher

    I have filed a theft report with NSW Police online

    That escalated quickly…

    Here I thought the cops have better things to do

    • User210686 on 13/07/2021 - 11:44

      So you might think but I was surprised that NSW Police actually contacted me when my stalker in the US filed a missing person report/request! This was in the middle of pandemic last year. I told the police that he was a nuisance and kept harassing me, so please leave me alone but they still wanted to get the story. sigh

      • spackbace on 13/07/2021 - 11:44

        missing person report/request!

        Missing person, 'stolen' Arlo camera…

        Totally the same thing and you're not clutching at straws at all

  • Ocker on 13/07/2021 - 11:04

    Contact Startrack because even though they (and everyone else) do get a signature on delivery, they will most likely have taken a photo of the item at time of delivery

    • User210686 on 13/07/2021 - 11:45

      Really? I do hope so because the only courier who takes a photo is Courierplease in my area. Others don't take signature let alone photos. They only ask for your name.

  • bobbified on 13/07/2021 - 11:04
    -1

    I have filed a theft report with NSW Police online

    What? The cops can't do anything. You need to file a report with ASIO. * rolls eyes *

  • AdosHouse on 13/07/2021 - 11:32

    Jezus OP, first time? Because you fired off a bit prematurely there.

  • 87percent on 13/07/2021 - 11:45

    Brightstar are next to useless. One of their major problems is that they actually have 2 warehouses, and for the longest time, they couldn't talk to each other (this was a couple of years ago)

    • User210686 on 13/07/2021 - 11:46

      Jeez.. but who would have imagined your RMA would go missing after delivered…

  • RandomNinja on 13/07/2021 - 14:57

    You have proof of delivery of your RMA so if the item went missing after that, it's not your responsibility. Would suggest giving them a week to investigate then escalate through Fair Trading (or equivalent) asking the manufacturer to honour the repair/replacement/refund they agreed to.

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