CUSTOMER SERVICE ISSUES

[felecia34us]

I hate to say it, but this company is TERRIBLE I have asked REPEATEDLY to speak to a supervisor or an agent from the US. I have called and chatted online several times and still no resolution. I had received an email at the beginning of January stating that the plan price will change. So, I reached out to customer service, and they stated that I had to make a choice and select the plan that I wanted. I decided to keep the Arlo Secure Plus Unlimited because I have more than 1 camera for $19.99 / month, mind you I had just had my bank account debited for the monthly charge December 29, 2024. When I selected the plan my bank account was immediately debited again January 9, 2024. So, I immediately reach out to customer service to no avail. I kept getting representatives from India, finally I speak with a rep who says that he understood my problem and in a good faith effort they would give me 30% off for 3 months. Fast forward to February no discount applied. I reach out to them again and went thru so many changes to speak with someone especially someone who speaks fluent ENGLISH!!! I was told once again that I would get a call back which that only happened one time. Then I get multiple emails with multiple case numbers which is nonsense for the same issue which I am unable to respond to, still no resolution. Finally, someone calls me back after 48hrs to say that they have taken care of the problem and that I will see the discount on my next bill. Well guess what I got a notification when I signed into my account stating I had to make a payment and guess what the Payment is  

Next Renewal Date

April 6, 2025

Payment Total

$20.97/mo.

Discount Amount

- $6.00

Next Payment Total

$29.94/mo.

Renewal Term

Monthly   Please make this make sense. Does any of this look like a discount? My plan is $19.99/month so where the heck is the savings. And Now They are going to try and steal $29.94 from me next month NOT. I have tried UNSUCESSFULLY to resolve the issue. I have multiple cameras and do not want to repurchase from another company, but I guess I will have to. Because this company doesn't care about the customer AT ALL. It sure would have been nice to speak with someone from the US where I purchased my cameras who speaks FLUENT ENGLISH TO HELP RESOLVE THIS ISSUE!!! WHAT A WASTE OF TIME AND MONEY....

[StephenB]

Please don't clutter the forum with duplicate posts.

[felecia34us]

Then someone needs to address this issue and stop playing games with the customers. 

[felecia34us]

I have been reaching out to the customer service department or lack thereof for 3 weeks now and no solution. No call back only emails with service request numbers to which you can't respond. Maybe just maybe someone will do their job.

[StephenB]

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@felecia34us wrote:

Then someone needs to address this issue and stop playing games with the customers. 

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I agree with you.  But multiple posts won't speed that up.  The mods here say it actually slows them down.

[felecia34us]

Tell me this why sell products in a country where you don't have agents that speak that countries language fluently. The language barrier is the only thing that seems to slow things down, they are not empathizing with customers nor are they sympathizing to a person's situation make it make sense.

[StephenB]

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@felecia34us wrote:

Tell me this why sell products in a country where you 

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This is a user-to-user forum, and I do not work for Arlo or represent them.

The Arlo mods likely will respond to your post (they usually do respond to billing complaints).  But mod coverage is light on the weekends, so it likely won't happen until Monday.

Though the mods are connected with customer support, they are not support agents.  They can facilitate, and I think they can also escalate support requests.

[felecia34us]

If you do not work for Arlo, please kindly stop responding to my post. Thank you