Worst Customer Support EVER

[galli]

I've had Arlo for 5+ years now at two different locations. I've never had an issue, so no reason to reach out to support. This week I noticed one of my locations said it no longer had a plan on it. I can see on my credit card statement where they took the $199 renewal fee back in November. Now it's February.

During that entire time my other location was not storing video off. I brought it to their attention and they said it was an issue on the credit card side and I'd need to contact them. This didn't sound correct, but I did it any way. The credit card said yes, it cleared and you paid for it back in November. I go back to Arlo, they said I need some kind of behind the scenes transaction number. I go back to the credit card company and they say that ID is not public information they can provide. I go back to Arlo and they say they can't do anything without that ID.

At this point none of this makes sense. They renewed my subscription, took my money, then didn't actually renew the subscription in the app. They could not understand or fix this, so now I'm out $199 and they want me to buy another plan. At this point I obviously told them I'm done being a customer.

A few days pass and I've cooled down, thought about the hardware cost to switch and decided I'd just give in and buy another plan. I go to their site, login and click to add the plan, enter payment info and hit purchase. The site errors saying something about "All gateway devices should be passed into the request.". So I open another live chat and tell them what's going on. They fight with me that I already have a plan and I explain that's on my other set of cameras this is for the other location. After an hour still no plan and I'm done with Arlo. The product is great, but their customer service is the absolute worst I've ever dealt with. It makes sense now that I see their reviews online.

Do not use this company! They do not care about their customers.

[BrookeN]

Hi,

I first and foremost want to apologize for the frustration you have felt regarding the subscription. That is not at all how we want our customers to feel. 

I would be more than happy to help you. If you can please send me a dm with your contact information as well as a good time to call, I will get someone to look into this right away. 

You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.