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Unable to cancel your free trial before auto renewal - see chat support log

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Steve04 Aspirant
Aspirant

SEE ATTACHED PDF OF MY CHAT WITH SUPPORT

 

This is crazy. I contacted support trying to cancel my 30 day trial. Reason was I was planning to upgrade to the Ultra version in 2 months time. So I had planned to stay with Arlo until this experience. I've attached a word document worth a read. It's a copy of the chat support I recieved. After a lot of conflicing messages I was told to charge my card and have it prorated. I was then told I would actually need to call my credit card company to block them???? Are you kidding me?

 

How can you expect any actual features that are buggy to ever be fixed when they cannot even cancel a 30 day trial. Also, apparently the support people are also unable to manually cancel it or even transfer to you to someone who can. Completely unacceptable.

Model: VMC4030P | Arlo Pro 2 Wire-Free Camera
trickytcamgeek Luminary
Luminary

@Steve04 wrote:

SEE ATTACHED PDF OF MY CHAT WITH SUPPORT

 

This is crazy. I contacted support trying to cancel my 30 day trial. Reason was I was planning to upgrade to the Ultra version in 2 months time. So I had planned to stay with Arlo until this experience. I've attached a word document worth a read. It's a copy of the chat support I recieved. After a lot of conflicing messages I was told to charge my card and have it prorated. I was then told I would actually need to call my credit card company to block them???? Are you kidding me?

 

How can you expect any actual features that are buggy to ever be fixed when they cannot even cancel a 30 day trial. Also, apparently the support people are also unable to manually cancel it or even transfer to you to someone who can. Completely unacceptable.



It is sad to say, but Arlo’s split from Negear left Arlo with lots of problems.   I suspect Netgear kept the quality programmers and Arlo got the less good ones.   Your experience with trying to cancel a subscription is shocking. I would like to hear an update on the final outcome.

 

By the way, on a previous support issue (the disasterous App upgrade from 2.5.5 to 2.6.0), I discovered that the support person I was speaking to was physically located in the Philippines!  Reading your exchange, the words she uses, the style, etc, I am sure your support person is also located in the Philippines.  Good luck with that!

NewfieDrool Luminary
Luminary

That’s strange as I cancelled my free trial ok but I’m U.K. based so perhaps that makes a difference in some strange way but they do need to give the end user the ability to remove their credit card details or at least amend them as I can’t do either and going through support to do this is very poor.

 

JessicaP Arlo Moderator
Arlo Moderator

Hey Steve04,

 

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