Arlo|Smart Home Security|Wireless HD Security Cameras

Active & Inactive list is removed in app & web

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PNelson Apprentice
Apprentice

In response to ShayneS asking for screen shots.

 

Back on Jan 15, I reported the problem with the Manage Camera Status no longer being available on the andriod app to Arlo technical support.  I submitted screen shots to technical support.   I have heard NOTHING back from Alro technical support.

(I have another case that has been open for months regarding image quality on a camera, and i not heard back from Arlo.)

 

So Arlo is aware of the problem.  My conclusion is the removal of the manage camera status to activate or inactivate camera on multiple platforms is by design because Arlo wants to force you to subscribe to manage more than 5 cameras.

 

Paul

ArloWatcher Apprentice
Apprentice

Arlo has made some back end billing changes and I now can add a single ultra camera to my plan along with my free trail period for the video doorbell. 

mlewando Star
Star

I just looked, as previously noted by me, under subscription, manage camera status, inactive, still does NOT exist. :<

richiegd Initiate
Initiate

I think the act of removing the function is discraceful. A money-grabbing scheme typical of a big corporation and they should be ashamed.

I have already spent thousands of dollars on the hardware but now forced to buy a subscription in order to make some of my cameras work again.

The management section allowed activating and deactivating of cameras at times you need them. It allowed you to have a few more cameras than the standard 5, which you can activate at any time just to check a situation such as family safety or storm damage etc but may not need monitoring full time. I can fully understand that 5 cameras is a reasonable and fair limit for free recording space in the cloud and that those wanting more cameras recording activity full time or a longer storage period could purchase that as an option for a fair price - but simply being able to swap those cameras in and out is also fair and is a great function in a system that works for people.

This has left a bad taste in my mouth about the Arlo brand, which was working for me until the function was taken away. I won't be spending a single dollar more on Arlo as a result - whereas if they had left the function I may have considered purchasing further cameras or even a subscription to manage a larger amount of cameras in the future.

I won't be recommending Arlo to others based on this either.

Wouldn't it be better to keep users happy with a system? wouldn't that build a stronger brand?  People would be much more prepared to invest in a bigger system to gain full access when they know they are being taken care of rather than used. It would be the go-to brand.

I feel if my views are shared then this function might be re-instated.

richiegd Initiate
Initiate

I think the act of removing the camera management function from the app and web is discraceful. A money-grabbing scheme typical of a big corporation and they should be ashamed.

I have already spent thousands of dollars on the hardware but now forced to buy a subscription in order to make some of my cameras work again.

The management section allowed activating and deactivating of cameras at times you need them. It allowed you to have a few more cameras than the standard 5, which you can activate at any time just to check a situation such as family safety or storm damage etc but may not need monitoring full time for security. I can fully understand that 5 cameras is a reasonable and fair limit for free recording space in the cloud and that those wanting more cameras recording activity full time or a longer storage period could purchase that as an option for a fair price - but simply being able to swap those cameras in and out is also fair and is a great function in a system that works for people.

This has left a bad taste in my mouth about the Arlo brand, which was working for me until the function was taken away. I won't be spending a single dollar more on Arlo as a result - whereas if they had left the function I may have considered purchasing further cameras or even a subscription to manage a larger amount of cameras in the future.

I won't be recommending Arlo to others based on this either.

Wouldn't it be better to keep users happy with a system? wouldn't that build a stronger brand?  People would be much more prepared to invest in a bigger system to gain full access when they know they are being taken care of rather than used. It would be the go-to brand.

I feel if my views are shared then this function might be re-instated.

mlewando Star
Star

I could not agree with you more! Your comments are right on! I used the system the same way you did until it was stripped way. And then the help I get on from support makes it sound like the feature never existed. 

 
I too, will NOT be purchasing any more Arlo products. There are other doorbells out there. 
PNelson Apprentice
Apprentice

I also agree with richiegd  and mlewando.   

 

I used Manage Camera Status to occasionally swap an active camera for animal activity on my property.  I feel it is poor customer service to take away a feature that was advertised without any notice, and then force you to buy a subscription that you don't need.  

 

I have found Arlo customer service to be poor,  the motion detection unreliable, and updates that seem to always break something.  The latest action this just supports my conclusion to never buy, nor recommend, Arlo.  When the batteries finally need replacement or several cameras fail, I will look to a wired system from a company that has been in the business for a long time and has a reputation for good customer service.

 

I just cannot understand why Arlo get such great reviews.  I guess the majority of the people either don't have the problems I have experienced, or they don't mind a security camera system that  works 90% of the time!

 

 

 

 

 

 

PNelson Apprentice
Apprentice

On Jan 15, I submitted the problem with the removal of Manage Camera Status feature.  Today, I received a call from Arlo technical support.  The feature of Manage Camera Status has been removed as part of the basic plan of 5 cameras with 1 week of free web storage when I bought the Arlo Pro2.   I was told to be able to Manage Camera Status for a 6th camera, I would need to purchase a 5 camera plan (9.99/month), plus an additional camera (1.49/mo) for a total of $11.49 per month.

 

As I suspected, the removal of the Manage Camera Status was intentional to get people to subscribe to monthly plans.

 

Very poor customer service by Arlo to drop a feature or service without any warning.   A great company would have grandfathered the existing customers for this feature.  A good company would offer the feature for existing customers for at least a year.  A bad company is what Arlo has done to its existing customers.

 

The model of selling hardware when there are ongoing back end support costs is not a good model because new sales are required to maintain the embedded customer base.  I understand Arlo's desire to move to a subscription based service.  However, Arlo chose not to require a monthly fee for active 5 cameras at one time and set the price accordingly, now they are changing the deal without any notice.