Concerns regarding the unclear and misleading policies surrounding Arlo's cloud storage services

[theJose]

I am writing to formally express my concerns regarding the unclear and misleading policies surrounding Arlo's cloud storage services, specifically the 7-day free recording option. After careful consideration and conversations with your customer service representatives, I believe that the current practices may be deceptive and detrimental to consumers, myself included.

While I initially took advantage of the free 7-day cloud storage service offered, it became apparent that the terms of this service are neither transparent nor clearly communicated. I was not made aware of the potential limitations or the need for immediate payment once the free trial period ended. Furthermore, I was informed that this service is allegedly only available to older camera models, yet there was no specific disclosure of which models qualify or a clear explanation of this policy at the time of purchase. When I raised this concern with your support team, I was offered a discount but no satisfactory resolution or acknowledgment of the underlying issue with your policies.

I am disappointed by this lack of transparency, as I, along with many other consumers, have been left in a position where we are not fully informed about the limitations of the service we are paying for. I firmly believe that this situation goes beyond poor customer service and could be considered misleading or even fraudulent. The lack of clarity on what is included in the free storage service and the failure to provide detailed terms of service, especially regarding camera model eligibility, leads me to question the ethical and legal integrity of these practices.

In light of these concerns, I respectfully request the following actions:

1. A clear and transparent explanation of the cloud storage service, specifically outlining the availability of the 7-day free storage plan and which camera models are eligible, if applicable.
2. A refund or appropriate compensation for the charges that were applied to my account after the 7-day period, given the confusion surrounding the service.
3. A commitment from Arlo to implement clearer communication regarding service terms and conditions to ensure other customers are not misled in the future.

While I appreciate the discount offered, I believe that this does not address the root issue of the misleading policies and lack of transparency. Accepting the discount would imply acceptance of these practices, which I cannot, in good conscience, do. I trust that Arlo will take this matter seriously and make the necessary changes to resolve this issue to my satisfaction.

If this issue is not resolved satisfactorily, I will consider pursuing further action through the appropriate consumer protection channels, such as filing a formal complaint with the Federal Trade Commission (FTC) or the Attorney General of Indiana.

I look forward to your prompt response and a fair resolution to this matter.

[ShayneS]

Legacy Arlo cameras that included 7-day free cloud storage are now End of Life. While these legacy devices still have free 7-day cloud storage, new Arlo devices no longer offer 7-day free cloud storage. You can find more information on End of Life devices here: https://downloads.arlo.com/images/PDFs/EOL_Policy/Arlo-End-of-Life-Policy_06_01_2023_Final.pdf

All non-legacy Arlo devices require an Arlo subscription plan to save content to the cloud. New in box devices include a trial subscription plan. This information is displayed on the product packaging and is available on arlo.com. 

The length and terms of the trial vary based on place of purchase and time of purchase. Once this trial expires, you will need to purchase a subscription plan to continue enjoying the same benefits included in the trial. For more information on what happens when the trial expires, see here: https://kb.arlo.com/000062312/What-options-will-I-have-when-the-Arlo-trial-ends

[Tsbaughman]

Rather than fixing the problem, much less enacting changes to avoid similar problems in the future, Arlo’s response to resolve problems originating from questionable practices seems to be offering a discount and hoping you will be quiet.  I received the same offer to remedy my problem.  Eventually, this will come home to roost as competitors seize the opportunities to meet the needs of their customers and deal with them honestly. 

[ShayneS]

Legacy Arlo cameras that included 7-day free cloud storage are now End of Life. While these legacy devices still have free 7-day cloud storage, new Arlo devices no longer offer 7-day free cloud storage. You can find more information on End of Life devices here: https://downloads.arlo.com/images/PDFs/EOL_Policy/Arlo-End-of-Life-Policy_06_01_2023_Final.pdf

All non-legacy Arlo devices require an Arlo subscription plan to save content to the cloud. New in box devices include a trial subscription plan. This information is displayed on the product packaging and is available on arlo.com. 

The length and terms of the trial vary based on place of purchase and time of purchase. Once this trial expires, you will need to purchase a subscription plan to continue enjoying the same benefits included in the trial. For more information on what happens when the trial expires, see here: https://kb.arlo.com/000062312/What-options-will-I-have-when-the-Arlo-trial-ends