Arlo App flashes a subscription promotion that is not available when I attempt to check out?

[Kayvon17]

Why does the Arlo App flash a subscription promotion that is not available when I attempt to check out? I wanted to upgrade my service and was delighted when finally offered a "deal" for the subscription.  The offer disappeared and when I called to ask about it I was told I am not eligible because I am not a new customer.  Does Netgear not have software abilities to target offers to those eligible?  

Your phone support group is useless and does not care if I never spend another dime with your company.  I guess they are paid so low that maintaining customers is not important. 

I find your marketing deceptive and your customer service to be very lacking.  Most companies would be willing to extend an offer to a long term customer just to maintain their business.  I have several Netgear items that I recently purchased and are still eligible for returns.  I will return those items and switch to another brand that cares about their customers.  For sticking to your guns about $50 off a premier subscription plan you lost a customer that buys an awful lot of IT equipment.  I am willing to bet that you would have made more money if you would have kept me as a happy customer.

[steve_t]

I guess the offer must only be given to people on the basic plan? I've never see an offer flash up but haven't been on the basic free plan since getting my 6th camera. I can only assume that you previous had a subscription but then reverted back to the basic plan. Is that correct?

[Kayvon17]

You are correct. Occasionally I would upgrade my plan so that I could activate all of my cameras.  The offer was flashed on my screen while on a basic plan after having dropped down from a monthly premier plan.  I can easily activate all of my cameras without paying, just using a separate email account and log in then sharing the cameras to another account.

After spending lots of time with customer service and even resent a link to receive the discount from Netgear I was told that the offer is only for those that have never upgraded their service.  It is nice to know  as an existing customer that never received a discount I am not eligible for this promotion even though the mobile app flashed the offer in front of me while attempting to upgrade.  It did some looking around and I am not the only one who is unhappy about this.  It is a good way to upset and alienate your customers.  Based on the way my issue was handled and the lack of ability to understand my point and do the right thing I could only imagine how customer service would handle a warranty issue.

I will never subscribe to Arlo after this experience.  I have also returned 4 recently purchased Netgear router products and will never buy another Netgear product.  Additionally I will not recommend Arlo to others.  I deal with a ton of IT products daily and help others that have questions.  My experience with Netgear is probably not in the best interest of Netgear but I guess their system is not able to deal with it.  This is all over about $60 off an annual subscription (customer service argued that is is not $60 but really $5 per month for 12 months).