Customer service ridiculously poor - need support

[SS2024]

Hi, 

I have two products. I moved to another country and can't change my subscription plan because the billing info and contact details are wrong. I have no control over changing my address, can't speak to anyone over the phone, no one responds to the customer service email and there is no way for me to change my subscription. The chat bot goes around in circles. 

How do I get a hold of a human? Never experienced such terrible customer service with a company before. 

[jguerdat]

My first question is, does Arlo provide subscriptions in your new country? If not, leaving things the way they are provides you with a system that works the way you may need.

https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

There is no "customer service email" that you can use. To contact support, use the app to go to Settings, Support and choose one of your cameras. Scroll to Contacts to see options for talking to official support.

For changing your address, I suppose it depends on whether you use Library to view recordings (old interface) or Feed (new interface). For the latter, I can use Settings, Home, Address.

[SS2024]

Firstly, yes a subscription is available in the UK but I can't pay for a subscription with a different country on my card to where I live.

The UK contact website provides  orders@arlo-europe.com directly from the contact us page. 

I don't get the option to change my address in the app and the contact number is in Australia, which is not helpful living in the UK because it won't connect. 

I don't see why asking to speak to a human to change my address should be so difficult. It's poor and makes the product quite literally redundant for me.

[BrookeN]

I have reached out to support regarding changing your address for billing, support will reach out to you as soon as possible. 

[CassAttack19]

This! Worst customer service I have ever experienced. I have been a customer since 2017. I rarely complain but for the price of their product, no loyalty to long time customers, and raising their prices… I feel the need to finally speak up. I used to tell everyone that I thought Arlo was better than Nest and turned a lot of people toward Arlo. Over the last 3-4 years, any time I have needed support - they have been awful! Some talk to you like you’re dumb, they repeat themselves, and then they just stop responding altogether. It is ridiculous there is no support email and you have to do it through the app as well. When trying to troubleshoot, they will ask you to reset and reconnect your camera - so you have to leave the chat to do this since you do this through the app on your phone. Then if you don’t respond quick enough, they just leave the chat. I have had issues with their doorbell since 2017. I returned it after my first purchase in 2017. This year when I purchased some more cameras, I decided to try the doorbell again thinking maybe an update was done. Video would freeze every time after a few seconds in. However - if I scrolled through the video with my finger, I could see the whole video. It just wouldn’t play automatically for me on the app. Another time the door bell starting screeching and wouldn’t turn off! I had to take it off the door and pull the battery out to get the awful noise to stop. After doing some troubleshooting - Arlo just said, “you need to upgrade your internet”. I advised I pay for the fastest internet possible and have a mesh routing system. I’ve never had any internet issues with any product in my home. All the cameras work fine except for the doorbell. I even removed a few cameras to see if it was an Internet issue - nope, same thing with the doorbell only. I asked customer support if I could just return this one and pay the difference for the new version that had come out. I have been messaging since November 10 requesting this and still do not get any replies. I will no longer recommend Arlo to anyone if this situation is not remedied. Customer service can truly make or break a company.