Arlo Smart Premier Plan discounted for 12 months but charged double

[z22]

To whom it may concern,

I had very high hopes regarding the Arlo products/services, however, I can confidently say that I will never purchase another Arlo product or ever recommend Arlo in any capacity to anyone. It all started when I purchased the Arlo Smart Premier plan at the discounted $100 for 12 months (a plan that is now discontinued). My credit card was charged $225 (more than double), a simple mistake easy to fix, or at least I thought at the time. One month, numerous phone calls, several case numbers, and hours of being on hold later I finally got my original money back (the whole time without my Arlo Smart Premier subscription because I had been told falsely by an associate to cancel my plan and I would be refunded all my money). It was a matter of principle here; the countless time I had lost trying to fix a mistake that was not originally my fault. Each associate I talked to had a different response on how to solve my problem. It was as if no one really understood what was going on or how to fix it. After trying for a week to escalate this and talk to a manager about the atrocious customer service I had experienced I was finally connected to a supervisor. I described the whole experience in detail and after everything I was told there was nothing they could do for me. No discounted rate, free month, etc. not the slightest attempt to even try to repair a customer relationship/satisfaction. I am utterly disappointed in Arlo. It boggles my mind that a company can even hope of being successful by treating their customers like this. This mistake will cost Arlo much more than the small amount they think they are saving by not offering some sort of compensation. You have lost another customer and I cannot fathom that my case is unique. In fact, after viewing the Arlo Community forum I saw post after post of inexcusably poor customer service. I can only hope that someone who is high enough up at Arlo sees this and understands that this is not how you run a successful business.

Thank you,

[JessicaP]

Hi z22,

Sorry to hear the experience you had with the support team. Let me reach out to you via private message to gather more information from you regarding this.