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Tried to subscribe to Arlo Smart for over 1.5 months. Account is US but living in Denmark.

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Tutor
Tutor

This is the worst product I have owned on my life!!

Actually, the cameras is okay, the quality is good on the Arlo Pro 3, it does what it is supposed to do!

BUT THE SUPPORT IS THE WORST!

 

I have tried for over 1.5 month to subscribe to the Arlo Smart Plan. The support do not understand my issue, they can see that it is because my account is a US account, and I live in Denmark, and that it the reason. But they cant seem to fix it, and when I call in, which takes about an hour on hold, then they do not do what we agree.

 

I have now tried to solve this 3 times, everytime I have to create a new ticket.

 

Also, I am danish, and I log in to the danish Arlo page, but the forum is in german language and I cant change it, so I dont understand anything..

 

Seriously, do not buy Arlo products..

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Arlo Moderator
Arlo Moderator

Hey Daller55,

 

Let me reach out to you via private message to gather some information from you in regards to your contact with the support team.

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Aspirant
Aspirant

I have the exact same problem. I live in the US, but the cameras are installed in my home in Costa Rica, yet I am unable to purchase a Smart Plan. Customer service is almost non existent.

Model: VMC4040P | Arlo Pro 3 Wire-Free Camera
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Arlo Moderator
Arlo Moderator

Hi Laura,

 

We want to let you know that Arlo Smart is not available in Costa Rica. You can read here to learn which countries support Arlo Smart: Where is Arlo Smart available?

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Tutor
Tutor
The hole point is that Laura clearly has reached out to support but hasn’t received the help she needs.

Even that respons you just gave her
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Tutor
Tutor
And I am still waiting to hear back from support on the ticket you created for me.

I have waited more than a week now
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Arlo Moderator
Arlo Moderator

It looks like they responded to your case via email a few hours ago. Let me know if you have not received their response.

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Tutor
Tutor

Seriously..!

 

The account you have created for me is Polish, I do NOT live in Poland, I live in Denmark..

 

I have said this both in the support ticket AND on this discussion thread, look at the thread title.. WHAT IS GOING ON??

 

I still can't subscribe because I can't change the country... I don't even know why I want to subscribe anymore, I guess it is because I have spent all this money on your cameras..

 

But this is a good thing, now people can see in this thread why they shouldn't buy an Arlo product.

 

So I guess that you have to create a new account AGAIN, and I need to create a new email address to only have Arlo account on it??

 

And yes, I write to you here because no one answers me when I answer the support ticket.

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Arlo Moderator
Arlo Moderator

I've escalated your case to the support team so they should be reaching out to you through your case after they finish reviewing your case.

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Tutor
Tutor
No one reached out to me.

And now they have closed my case!

I hope you can see how bad this looks.?

This is exactly why I created this tread on the forum. So others can see how much we struggle with Arlo customer support.

I have never in my life experienced anything as bad as this.
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Arlo Moderator
Arlo Moderator

Hi Daller55,

 

I've escalated your case to the team again. They should be contacting you through your case via email. Please let me know if you don't hear back after 48 hours.

Discussion stats
  • 10 Replies
  • 250 Views
  • 1 Like
  • 3 In Conversation