topic Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK in Arlo Smart

Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

norm911 — Mon, 08 Apr 2019 12:05:36 GMT

I just spent $1000 on the 4-camera Arlo Ultra kit to replace an older Arlo system with no smart subscription. The one year Arlo Smart subscription did not activate when I added the new base station so I contacted support with ticket #40803998. After removing/re-adding the base station and all cameras they were still not able to figure it out. Their recommendation was to return the whole system and buy a new one? Doesn't seem to make any sense when everything is working well other than the lack of the free Smart subscription. I uploaded my receipt via chat to the support agent and asked that they activate my subscription manually, but they were not able to help me. The support agent ended the case by saying "I'll have to call you back on this" and I've never heard back. I can't help but feel cheated and misled after spending $1000 on this system! Really awful customer service experience.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

JessicaP — Mon, 08 Apr 2019 15:58:36 GMT

Hi @norm911,

I have sent you a private message to gather more information from you. Hope to hear from you.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

lasermonkey — Tue, 09 Apr 2019 21:01:07 GMT

I am also not seeing my 1 year free subscription to "Arlo Smart Premier". How can i log a job and get this sorted out?

The support chat doesn't work (using chrome), and the support number in New Zealand also does not work as i can't log a ticket, and without one i get stuck in a loop.

Please help Arlo.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

JessicaP — Tue, 09 Apr 2019 21:21:52 GMT

Hi @lasermonkey,

Make sure to have the latest version of Google Chrome or Mozilla Firefox and/or on incognito mode to see if the live chat works: Arlo Support.

If that doesn't work, please let me know.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

lasermonkey — Tue, 09 Apr 2019 21:35:23 GMT

Hi Jessica, I've been able to chat to a support rep on chat after updating my browser.

However, it was a less than stellar response:

"As I've double checked, since the Arlo Ultra system was purchased via Amazon US and installed on New Zealand, I apologize but you cannot take advantage of the 1 year subscription plan. The free plan is only covered on which country the system was purchased. For example; if the Kit was purchased on the US you can take advantage of the plan if the system is installed within US, If you purchased the system in Australia, you can take advantage of the free subscription if the system is installed in Australia"

This seems a bit silly, surely i can just get it added to my account?

OR is a workaround to create a new account located in the US and re register the device there?

Any advice?

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

JessicaP — Tue, 09 Apr 2019 21:50:42 GMT

I'll send you a private message to gather more information from you regarding your subscription.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

HazzMatt — Tue, 23 Apr 2019 02:14:48 GMT

I bought my 4 camera Ultra system from Best buy.com and it did not give me the 1 year free Arlo premier plan either. A request was filed for me after I engaged Arlo via chat. I'm hoping this gets worked out soon because I cannot record to the library until I have a plan in place.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

fps945 — Wed, 24 Apr 2019 19:50:19 GMT

Just installed my Arlo Ultra 2 Camera Package and the 1-yr free Arlo Ultra is not activated. Can you please provide info of how to resolve this issue

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

HazzMatt — Wed, 24 Apr 2019 20:17:15 GMT

I suggest contacting Arlo suppport via their web page, and use the Chat Feature. They will ask you for information and hopefully they will assist you. One way the might support you is to ask you to purchase a 1 year plan for about $99 and they might refund you. I wish you success.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

fps945 — Wed, 24 Apr 2019 21:15:51 GMT

Chat is not available!

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

HazzMatt — Wed, 24 Apr 2019 21:20:22 GMT

Try chat in 2-3 hours. The chat team I've dealt with operate out of the Philippines, so there is a time difference. They actually are a pleasure to work with. Good Luck 2 U

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

fps945 — Wed, 24 Apr 2019 21:38:29 GMT

This is the repond from tech Support Chat.

------

Noreen S

Thank you for choosing Arlo.

My name is Noreen. How may I assist you today?

4:19:15 PM

Hello Noreen, I just installed my New Arlo Ultra kit with 2 cameras.

4:19:45 PM

Noreen S

Before we start, may I have the email address associated to your Arlo account?

4:19:57 PM

I dont see the 1-yr free subscription activated

4:20:05 PM

xxxxxxxxxxxxxxxxxxxxxxx

4:20:21 PM

xxxxxxxxxxxxxxxxxxxxxxx

4:20:30 PM

Noreen S

Thank you. May I know where did you purchase the Arlo system?

4:21:15 PM

Amazon

4:21:25 PM

Noreen S

May I know which country you have installed them?

4:21:54 PM

Puerto Rico

4:22:08 PM

Noreen S

You purchased the camera in Amazon US, right?

4:22:31 PM

Yes, PR is USA Territory!

4:22:48 PM

Noreen S

Thank you.

4:23:11 PM

I would like to inform that currently there no service plan that is offered in Puerto Rico.

4:24:00 PM

Another Question, according to the Arlo Web site, this package suppose to come with 2 Security Mount and 1 magnetic. It only came with one of each.

4:24:15 PM

Noreen S

Once you purchased the Arlo Device in Amazon US, the service plan is valid only within North America.

4:24:46 PM

That must be show in the site! Do you have a link that show me that....

4:24:53 PM

So is a service what is the issue...

4:25:53 PM

Noreen S

This is the link where the service plan is offered : https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-is-available

4:25:55 PM

PR must be inside the USA...

4:26:32 PM

So if someone from Hawaii buy this system, he is out of luck, no service available

4:30:18 PM

Noreen S

I apologize. I know that there is no service plan that is offered in Puerto Rico.

4:32:10 PM

Since there no service plan available the free 1 year plan could not be claimed.

4:33:13 PM

The base will scan the IP address and will determine the country where it is installed.

4:33:43 PM

You guys must make this clear... really disappointed. Specially when PR is part of the USA

4:33:49 PM

Noreen S

I apologize for the inconvenience.

4:35:04 PM

False Advertising! Must be clear on the site! Thanks

-----------

NetGear must be clear...PR is part of the USA and must be able to get the service. They need History clase. Not only she told me only North America, what about Hawaii.... They must be clear about this....

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

eduardo90mx — Wed, 24 Apr 2019 21:52:08 GMT

Same problem not being able to activate my arlo smart premier subscription

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

michaelkenward — Thu, 25 Apr 2019 08:54:40 GMT

Here's one wrinkle on this saga:

Solved: Re: Arlo Ultra - Smart Plan - Arlo Communities

"The free 1 year plan is only claimable in the country in which the system was purchased."

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

fps945 — Thu, 25 Apr 2019 16:00:07 GMT

That sound good, but in my case, Amazon sell perfectly to Puerto Rico because is a part of the US. If this must be estipulated before the sale....

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

abcd4ever — Sat, 27 Apr 2019 03:14:50 GMT

I wish I would have seen this thread before wasting $1000 on the 4 camera pack from Best Buy. Customer service said they would call us back, never did. Online chat not available. Great cameras but lies about subscription and zero customer service isn't sitting right with me. Right now I have $1000 live-viewing cameras only.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

HazzMatt — Sat, 27 Apr 2019 03:59:21 GMT

I feel your frustrations. If you bought and are using the system within the continental US, ARLO may offer you what they did for me - to have you purchase the plan but then refund you. Chat is typically not available for me until later in the afternoon west coast time. I wish you success.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

norm911 — Sat, 27 Apr 2019 10:31:05 GMT

Yeah, I feel your pain. I also bought the $1000 kit from BeatBuy in the US and then had to spend hours with support to get the SmartPremier working. Those are hours of my life I will never get back. In the end they just made me pay for it and promised to reimburse me after 30 days. I think the cameras and technology are great, but support could be a lot better. Like you, I wish I had known beforehand.

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

lasermonkey — Thu, 02 May 2019 21:24:09 GMT

An update to this, I managed to get another job logged via Community Support, JessicaP was very helpful getting this done.

I was then called by an Arlo support rep who initially tried to close my call, based on:

1) The units (3 cam system and base station) were purchased in Amazon US region

2) I live in NZ

Therefore, i was not entitled to the "1 year free" subscription.

I declined the request to close the job, and wanted to see where in writing that this contractual issue existed in the product documentation.

I then requested the job get escalated.

I was called back later by the same support rep to advise that he had got a request in to the product team and they were working on it. That was approx 2 weeks ago.

I have (just today) pinged the support rep again for a follow up.

I will keep this thread updated with any progress.

Hope this helps someone - i would advise against purchasing a product from another country as they want to region lock customers into zones (for whatever reason, suspect price gouging in my country of NZ and other markets).

Re: Smart Premier 1-year free with Arlo Ultra DOES NOT WORK

lasermonkey — Tue, 07 May 2019 21:03:14 GMT

Final update from me, I've had a response through from the service desk, who provided me a coupon for the 1 year smart subscription.

I applied this, and boom, it now works.

I hope this information helps someone. Remembering that my details were:

1) Purchased a system from the US (amazon) that came with a 1 year subscription "free"

2) Live in New Zealand

3) New Zealand is a supported country for the Arlo service

4) US coupon did not work in NZ