Arlo subscription

[djskyhawk]

I just got my notice of annual renewal and the price more than doubled.  Is this an "out of the country" product?  When I have some type of issue daily the price is way out of line.

[HarryGinSC]

I just received my renewal and it went up 39%. I'm going to have to consider other options as well.

[BrookeN]

We appreciate you reaching out. We do not have any price changes that have doubled in price. I am unsure if you maybe used a coupon or discount when you first subscribed. I am attaching a list of our current price list in case you would like to look that over. 

https://us.arlo.com/pages/arlo-secure

[HarryGinSC]

What's also weird is that the quoted renewal price is higher than the current subscription price.  I can get Arlo Secure home plus for $17.99 a month or $215.88 per year.  But Arlo wants $230.99 on my renewal for that plan.

I don't understand that.

[BrookeN]

I can have someone from support reach out to you regarding your billing concerns if you would like. If so, please send me your phone number as well as a good time to call via dm. 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.

[HarryGinSC]

I will do that, thanks!

[HarryGinSC]

Rather than wait on a call from Arlo Support I decided to jump into Arlo Support chat to see if I could get help on the renewal price.  The chat window said:

Waiting for an agent. Queue position is: 3 with an estimated wait time of 232 seconds

I waited for 900 seconds. Then it said:

Your queue position is 2. The estimated wait time is 0 seconds

Time must be standing still at Arlo because another 300 seconds have passed by on my watch.  I'll leave the window open in a sidebar for another 3600 seconds while I work on projects just in case Arlo gives it a second look in a few more seconds.

I'm thinking my security camera needs may soon need a second opinion.

[HarryGinSC]

So, I was in the support chat queue for 26 minutes before getting connected to an agent. (1560 seconds in Arlo time)  The agent said that all secure plans were automatically upgraded to the plus plan this year. They said that I should have received an email from Arlo stating that I could retain the same price as last year. I said that I received no such email, just a renewal email stating that my "price may have changed." I relayed that I paid $166 for this year and my renewal was asking for $231.  So, I said "if you're offering the same price as last year, you can renew me for $166."  The agent never responded again in the chat. I submitted another ticket to be called by an agent. 

Now, when I cancel, will my subscription remain valid through the end of my current subscription or will Arlo terminate my services that very day? I know for sure they won't be sending me any money back.

[djskyhawk]

Your subscription should last up to your paid date.

[BrookeN]

I have responded to your dm. 

[HarryGinSC]

So, Arlo Support did indeed call me (Thanks Mod!)  They offered a 30% discount for the next year if I don't cancel.  I took them up on this. Unfortunately, this "coupon" is applied on their end, so my renewal page still says $230.99. They assure me that it will be correctly applied on my renewal.

I will be satisfied if that happens.

[BrookeN]

Good to hear! It will show correctly on the renewal. If you have any other questions, please let me know. Have a great weekend.