Costco Arlo ultra purchase - issues with free one year smart premier plan

[SK19]

All,

I purchased a brand new arlo ultra 5 camera system from Costco in November last year (11/23/2019). It is supposed to have come with one year free subscription to arlo smart premier plan, but I am having tremendous difficulty getting Arlo to honor their commitment. They opened a case in Dec and one more two weeks back. Each time they have promised that my account would be credited monthly in the amount of $9.99, but has not happened. Is there any way to get some justice with Arlo here? Appreciate your help in advance. Thx

[KKobes]

Good luck with any support from Arlo. I just had my first customer support experience with them and it has been a complete disaster. They owe me a refund for expedited shipping of a replacement camera because they sent me a Pro 3 not an Ultra. Several conversations, 2 weeks, several different explanations, & RMA emails later they say I need to return the Pro 3 instead of them shipping me a replacement Ultra & shipping both back in one box as originally discussed. Now I have to make 2 trips to Fed-Ex which is a 30min round trip each time not to mention still no refund, still no replacement camera. Arlo is a complete joke, I wished I never bought the doorbell & should've just sold the whole system I have & went elsewhere. Good luck with their customer support. I've escalated to a supervisor & supposed to get a call back......we will see if that even happens.

[ShayneS]

Hi @SK19

I have escalated this for you, your escalations number is 41718544. Someone from support will be reaching out to you as soon as possible.

[SK19]

Hi Shayne,

Appreciate your response and escalating this issue for further support. My earlier case numbers are 41683569 (opened May 21) And 41316280 (opened Dec 7 ‘19) for your reference. Really hope to get past this sticky issue. Thx again...

[ShayneS · Accepted solution]

@SK19

No worries, The escalations team will be able to see all of your cases. Please let me know the results & I will be here to assist you.

[SK19]

Rosie from Arlo customer care called me and resolved the entire issue successfully. V satisfied customer here... Thx