Missing recordings after updating subscription

[raydm]

Case# 40782941 Hello I am writing because I am missing 7 days of videos in my library after updating my Arlo subscription plan. The missing days are 3-18-19 through 3-24-19. We had a package stolen on 3-21-19 and getting this footage back is critical as we are working with the police. I was not told any videos would be removed after changing my subscription. I called Arlo support and I was asked to send screenshots for further assistance in getting those videos restored to my library, it was as if they didn't believe me. I called again after 24 hours and was told it is impossible to escalate over the phone and told to call again in 24 hours after they escalate through email. I am tired of waiting and I need an answer on restoring these recordings as soon as possible, it has been 3 days now since I've been emailing and calling Arlo support and I keep being told to wait and call again. Thanks.

[raydm]

Called again today, was told the videos can't be recovered because I deleted them which is not true. This time I asked for a supervisor and surprise, surprise they suddenly have the option to esclate to a supervisor over the phone. Guess the other Arlo support agent I was talking to was lying then? Really sad this sort of outsourced tech support is allowed to act this way, shame on you Netgear and Arlo for having such terrible quality control. I'll post again after speaking with a supervisor. Next stop is billing to see if I can speak to an American who can actually do something about this.