topic Re: My Smart premier trial has ended, unable to continue legacy plan in Arlo Smart

My Smart premier trial has ended, unable to continue legacy plan

Retired_Member — Mon, 22 Jun 2020 08:58:11 GMT

I've got 3 Arlo Ultra's, Video doorbell and chime. My trail period has ended and unable to continue the legacy plan. Even when i quote that their Product Manager Greg has explicitly said that customers when trail period ends can continue their legacy plan ends. I did not cancel or make any changes to my subscription and kept my payment details updated so that i could continue but Arlo's customer support is awful, they are not aware of this and just keep regurgitate the script that they are given. Finally got someone who understood but can't do anything except forward it to a "relevant" department that wont reply for weeks. The secret department can't be reached by phone or chat and simply have to wait for an answer. Has someone in the community been through such issues ? I am hugely disappointed in Arlo's customer support. Could someone from Arlo solve this for me please. My case id is 41745589.

Re: My Smart premier trial has ended, unable to continue legacy plan

TomMac — Mon, 22 Jun 2020 12:27:06 GMT

I have mentioned in past if testing a new camera to use a new account ( email/pw )....

If you decide to go with the new cameras and account you can move all over. If not , you still retain the older plan as long as no changes have been made...

At least you have options.

Re: My Smart premier trial has ended, unable to continue legacy plan

Retired_Member — Mon, 22 Jun 2020 22:48:03 GMT

I have no options to continue the legacy plan. Arlo is asking to subscribe to the new plans.

Re: My Smart premier trial has ended, unable to continue legacy plan

Retired_Member — Tue, 23 Jun 2020 12:20:07 GMT

Why is Arlo customer so non responsive ?

Re: My Smart premier trial has ended, unable to continue legacy plan

JessicaP — Tue, 23 Jun 2020 18:13:18 GMT

Hi Akulaa,

I received your private message and responded back to receive more information from you. Hope to hear back from you via private message.

Re: My Smart premier trial has ended, unable to continue legacy plan

Retired_Member — Sat, 04 Jul 2020 12:43:44 GMT

My issue has been solved after a immense amount of hassle. It was just a straight forward case. I think what Arlo tries to do is... Say they cannot do anything, they cannot reinstate the old legacy plan in server , disconnect the chat after waiting long times, test your patience and see if you buy the new plan and offer 30% discount (for 12 months) and then finally after a uphill battle some some guy shows up with secret IT skills who can reinstate the legacy plan.

Re: My Smart premier trial has ended, unable to continue legacy plan

Retired_Member — Sat, 04 Jul 2020 12:44:37 GMT

But i must thank Jessica who i think did what she could do.