Product code not working

[JR-smith]

I purchased 1 year subscription plan via Arlo Australia online store.

Code came via email next day. Put it in to my account via website due to the feature missing in iOS app.

Error pre-paid code not usable in users country. Got in touch with support,

got promised a resolution within 24 hours. 4 days later still nothing. Contacted support again, got a new code. Didn’t work. Please contact us tomorrow when the subscription team

is online. I did, got promised to get an email with a solution in the next few hours. 10 hours later, another attempt to contact support. Oh sorry can you contact us again when subscription support is online.

This kind of customer service is unacceptable and I’m running out of ideas. I spent a fair bit of money on arlo equipped over the years. Getting ready to bin it all and close the Arlo chapter for good. Luckily it’s not like the days when bought the first arlo unit when arlo was the first wireless camera available. I’m kinda disgusted by a company that’s selling security products with one of the worst customer service I’ve ever experienced 

[BrookeN]

I want to apologize for the frustration regarding getting your subscription working. This is not at all how we want our customers to feel. I have reached out to our escalated support and let them know what is going on. They will be reaching out to you as soon as possible. Please keep in mind it does generally come from an unknown number so watch out for that. If you do not hear from support or this is not resolved by the end of week, reach out to me directly 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. 

[JR-smith]

Thank you for your call today and for helping to fix this issue. I'm still very disappointed about the service I have received and the many (4) broken promises of call backs from your support team. I wasted about 5 hours of my time to get a code I bought from your online store to work. An offer for 30% discount of my next year subscription renewal is more like a slap in the face. I think you guys have lost one of your first Arlo customers when the next 12 months are over. Very sad but this kind of service isn't good enough and the apology doesn't cut it really .

[BrookeN]

@JR-smith I am sorry you feel that way. Hopefully within this year you will change your mind. If you do have any questions regarding your cameras or account, you can always reach out to me and I would be more then happy to help. I hope you have a great weekend. 

[fratii]

I am having the exact same issue and getting the same poor service... has been 1.5 weeks now, and 3 codes that don't work (the latest received this morning days after promised is exactly the same as the previous code that didn't work... you can't make this up!)... can you please assist? Case #87358870.

Thanks, Jason 

[JT1976]

Same happened to me. Im waiting to chat to customer support

[JR-smith]

Yes it’s pretty bad. You need to contact support every day. It seems Arlo doesn’t care about you paying and not getting the service. Or even worse your cameras not recording anything, the reason why we have these things. 
highly disappointing and 0 compensation for the wasted time to get this problem fixed. Can’t express how I feel wasted time and money on arlo

[BrookeN]

@fratii and @JT1976 Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. 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.