Arlo Security System Not Worth It - Required subscriptions

[SadArloOwner]

I fully realize whoever the poor soul is that receives this letter is merely the end of the line in terms of my complaint - for the following rant I apologize.

I just wanted to take a minute to express my profound anger and disappointment with Arlo.  I’ll digress for a short backstory.  I purchased my first set of Arlo camera around six years ago from Costco.  To say I was happy Arlo customer would be an understatement. I truly loved the cameras and ease of use.  After six years and four moves I was looking forward to upgrading my aged cameras…

Until I purchased the doorbell camera.  It worked flawlessly….then Arlo elected to require a special subscription just to view videos.  I am now the regretful owner of an unfortunately expensive doorbell that rings, but will never have video again.

Before Arlo’s policy change for seven-day play-back I also happened to purchase a home security system with six sensors and a battery back-up.  I’m guessing I was one of the first to purchase this system since there were literally no reviews online, and given that I waited to the day for the release because I believed in Arlo.

The money grab policy change is something I can understand as much as I hate to say it.  You guys have to continue making money, I get it.  The security system is the biggest piece of garbage I have ever wasted money on and this is a point of contention I will gladly share with others in my social circle.  I reached out to customer service a short while ago.  They claimed my concern about a faulty piece of equipment (battery back-up…another wasted $100+) was “escalated.”  We all know that means it went to a virtual garbage pile of unwanted complaints where eventually it was purged by some hapless intern.  I never heard back, and it’s clear I am now the owner of a battery paperweight that will never work.

I’m done.  I don’t say that to be dramatic because no one is going to care, you know that as well as I.  I just firmly believe in the words of FDR – “People vote with their feet.”  I struggle to understand how a company that had such a phenomenal product lost their way while alienating repeat customers.  To that end I enthusiastically say this:  I’m researching the new all-in-one security company I get to give my wife’s hard-earned money to knowing full-well we will hemorrhage an ungodly amount solely to outfit our entire house while replacing everything Arlo.

So, I’m sorry, it’s you, not me?  Check craigslist or marketplace.  I’ll be posting it for free if you want some crap that looks new but doesn’t work.

[StephenB]

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@SadArloOwner wrote:

Before Arlo’s policy change for seven-day play-back

Just want to point out that Arlo responded to the very strong customer feedback by changing the policy.  They are now saying that free 7-day cloud storage for legacy cameras will continue indefinitely.

As far as the doorbell goes, Arlo stopped offering free 7-day cloud storage for new camera models back in 2018 (with the Ultra).

Is your main issue with the security system the need for a subscription?  Or are there other issues?

[SadArloOwner]

I'll fall on the sword of humility while admitting I did not do my due diligence in confirming the doorbell camera would work without a subscription. I had purchased other Arlo cameras in the past that never required a subscription and wrongly assumed nothing had changed.  I was unaware of the EOL policy change and sure wish I had checked the forums here and on reddit first. 

My main complaint is the alarm system regularly disconnecting from the hub and the battery back-up being completely worthless, non-functional and resulted in the entire alarm system regularly going off line for large portions of a day.  I reached out to Arlo 36 days after I purchased the battery back-up and found they were unable or unwilling to return or exchange the unit given that more than 30 days had elapsed.

Truth be told, I just wanted to vent to someone at Arlo.  However, their customer service doesn't have any humans you can talk to. It's frustrating when you invest a couple thousand dollars over the course of six years only to lose confidence after the company can't back up their own product. 

[jguerdat]

You do have a 1 year warranty to use for an RMA. Contact official support to get an RMA.

[SadArloOwner]

Does that RMA apply even if customer service indicated in no way I would be able to return/exchange the battery?  I wasn't even aware I had that option until you mentioned it. Thanks in advance, I appreciate it. 

[jguerdat]

I'm not 100% sure but if the battery was purchased as part of the system, I'd think it would be covered. If it must be purchased separately I could see an issue but it's possible it would also qualify. @JamesC or @ShayneS ?

[ShayneS]

Hi @SadArloOwner 

Thanks for providing your feedback. I have escalated this issue with your battery backup and support will be reaching out as soon as possible Escalated case #(43430220). Please keep me in the loop and I will be here to assist you.