Complaints

This profile includes complaints for Arlo Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arlo Technologies Inc

  2200 Faraday Ave Ste 150 Carlsbad, CA 92008-7224

  
• 

  Arlo Technologies Inc

  3030 Orchard Pkwy San Jose, CA 95134-2028

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arlo recently released an "EOL" email for a device I purchased back in 2014. The device works perfectly fine and included 7 days free cloud stage as per attached picture. (See attached) With this EOL they are basically making my entire camera non-functional and useless. Since their system came with advertising that the feature they are "Getting rid of" was included, I feel this is false advertising.

  

  Business Response

  Date: 01/10/2023

  Hello *****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 

  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
   
  I will be calling back today to get more information regarding your concern. 
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
   
  Thank you and have a great day! 
  
  Regards, 
  
  *********************;
  Customer Care Advocate 
  ******************, Inc. 

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Arlo about a doorbell camera not working. I was told that my camera was defective and I would have to get a new one. I was told my camera was out of warranty and I could get a discount code for a new camera. I originally agreed as I was told the warranty is only good for a year after activation. After I spoke with the support rep I looked at my camera details. I found the camera stated I still had a warranty on it. I forwarded this information to the tech and used the case number that was provided even sent a screenshot for proof. I received back that what I saw was not true and they only warrant for one year. They then edited my devices warranty date to cover up what I was seeing.

  

  Business Response

  Date: 01/06/2023

  Hello ****,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  ****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that your issues were not resolved though you have reported them to us. Rest assured that we will do our best to assist you. If you will allow, I can arrange a new replacement for the camera to make sure that it will be working as intended. We will do an advance shipping where we will send the replacements first then once you receive it kindly return the defective devices using the return label attached to the package as a  one-time courtesy. We would also like to clarify that the 1 year warranty that we have follows the actual date of purchase from your receipt.
  
  
  Please provide your updated shipping address, best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer ************************************ ****

  Customer Answer

  Date: 01/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to sign into my Arlo account for two days now. It won't accept my correct password. When they prompt me to create a new password it won't accept it either. I've tried probably 20 -30 times. I'm a 69 year old widow who spent over $300 on the system a few months ago that I can't use now! All the Arlo phone numbers only give a short message and then hang up. The virtual chat feature is useless in the this case. I'm on the verge of a heart attack over this mess! Companies everywhere are taking advantage of us!!! I want my money back from this ***************! Thank you for your assistance. *****

  

  Business Response

  Date: 01/06/2023

  Hello *****,
  
  Good day!
  
  This is **** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I tried locating an account under the email address you provided but there's no account found. I will be contacting you to the phone number you provided so we can assist you further. 
  
  For your reference, your Arlo case number is 43301006. 
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:01/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Arlo security system. It stopped working. I called the only number listed for the company. I was told to pay ****** and the system would work. In order to do this I would have to leave my number and would get a call back. I believe this is a scam. Also there is no Corporate number or email for Arlo listed.

  

  Business Response

  Date: 01/12/2023

  Hello *****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  The incident you reported is most likely a scam but let me call you so I can better understand what happened and be able to provide you the help that you need for this case. I will be contacting you today on the phone number you provided for this case. 
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
  
  Thank you and have a great day! 
  
  Regards, 
  *****************
  Customer Care Advocate 
  ******************, Inc. 

  Customer Answer

  Date: 01/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arlo *** and board members are plotting money grabbing schemes, in a few different ways.They are ***ing - End of Life - caneras that arent even that old from 2016-2019 purchases. Even though their camera systems were manufactured 2015-2016 etc, the products remained being sold on shelves at Amazon, Best Buy, and other locations well beyond their production years.They are coining the reason for the termination of the support of the cameras to be security issues etc. We all know thats a crock. They can upgrade the securities within the programming level of the cameras. Thats done in the backend in the software.The real reason they are not supporting older products is a Money Grabbing scheme. They are trying to force people to update to new products. This is a lot like Apple forcing older products to slow down in performance intentionally and they cited it was to lengthen the life of the battery but it was actually a nonsense reason another *** made up - and that got them into a very costly Class Action Lawsuit. This *** at Arlo decided to make cameras bought just a few years ago ($1200 spent on 2 x 4 packs of $599 cameras) outdated coming up. You never outdate functioning equipment to non existence especially this soon!.Next - Arlo, in the SAME WEEK span, announced plans will be rising 20% a year!!! From $100 to $120 annually. .The money grab is proven even stronger with the *** announcing both things in the same week, making it even more apparent the *** of cameras is a money grab tactic to try to force people to buy the latest and greatest models..There will be MANY angry customers - and we wont tolerate the ***s poor decisions. Time to reconsider.

  

  Business Response

  Date: 01/06/2023

  Hi *****,
  
  Good day!
  

  This is ********* from Arlo Customer Care.
  

  I would like to convey to you our sincere apologies for the frustration you are experiencing with our recent update concerning End-of-Life devices. This issue has no doubt caused you some frustration and I want you to know that this is certainly not typical of our organization.  We take great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. In line with this, Arlo Technologies Inc. sent an email to affected customers providing with them with promotional offers that they can use to upgrade their devices.  But just the same, I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. However, I was not able to locate an account under the email address you provided on the BBB portal.  Kindly provide your email address associated to your Arlo account and phone number with your preferred callback time and time zone for me to assist you. I have already created case logging your concern to be sent to your email once provided.
  
  Thank you and have a great day!
  
  Regards,
  
  *****************************
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company sold the security camera with the feature free 7 days cloud storage, email when detected motions. Now they will stop the promised features. Some people even just bought the system for less than 2 years. One of the cameras I bought was July 15th 2021.

  

  Business Response

  Date: 01/05/2023

  Hello ***,
  
  Good day!
  
  This is ****** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced on the recent End-of-Life Policy Update you received about your Arlo cameras. This issue has no doubt caused you some frustration. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we appreciate hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products &services.
  
  ***,please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. In light to the recent update, the Arlo Pro camera you own are still going to work. There will just be certain features that would be stopped like the 7-days could storage. However, in favor of customer experience, we started rolling out an email blast since yesterday until tomorrow regarding offers applicable to legacy cameras that will be part of the End-of-Life Policy. If you have not received that just yet, I would be happy to discuss this with you in details. I will be back to work on Sunday and will be ready to call you, but please feel free to suggest your preferred call back date & time (not earlier than Jan.8, 2023; kindly indicate the time zone as well).
  
  For your reference, I have created an internal case number 43300326.
  
  Thank you and have a great day!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/1/2023 I received email to advise me that my camera's would no longer have free cloud storage and I would be required to subscribe to their cloud service. My family purchased the 3 camera bundle on 4/30/2018 for $399 and a 4 camera bundle on 11/8/2019 for $399 specifically because it was advertised on the box and other official information from Arlo that there was 7 day free cloud storage and no subscription would ever be needed. The noticed I received stated this was due to end of life, but if it was truly end of life then why are they requiring a subscription for cloud storage that used to be free? I contacted Arlo and asked for a refund or some type of compensation and was advised that they are not offering any compensation even though this product was sold as not requiring a subscription. Ending support for a security system that was purchased new less than 5 years and 3 years respectively is not acceptable without compensation. If they are not going to provide refunds then they should at least provide buy back option for store credit for their products being sold that require a subscription. Attached are my receipts and product information from Best Buy showing several places the 7 day cloud storage is advertised.

  

  Business Response

  Date: 01/09/2023

  Hello *******,
  
  I would like to apologize for the inconvenience that caused you. For users of the affected devices, free 7-day rolling cloud storage will no longer be available, and users will no longer receive email notifications for system issues such as low battery or motion detection. However, *** devices may continue to be operated by the existing registered Arlo owners to livestream video from the camera, receive motion notifications on their smartphone, and store video clips locally with a compatible Arlo SmartHub or Base Station. *** devices can utilize Arlos new cloud video storage platform, which is available with the Arlo Secure subscription service. Hence, some features may not be available on *** devices since these devices no longer receive software or firmware updates and are no longer supported.
  
  You will still be able to use the features of your camera by subscribing to a plan. For more information on Arlo Secure, please visit: Arlo Secure Plans - ******************************************************************************. Arlo is migrating its video storage to a new platform that delivers better scalability and efficiency for the growth of Arlos global user base. ********************** has delayed the shut off (retirement) of old video storage services to provide ample notice, and to continue providing the service to compatible devices until they are moved to ***. Arlo is migrating our emergency response capabilities to new services that deliver a full-service, personalized customer experience (Professional Monitoring),and a more efficient DIY experience (Direct Dispatch). Email system notifications are being retired as push notifications offer a superior experience, with better security, privacy, and efficiency.
  
  In line to this, email was sent to our customers affected by the *** Policy of a subscription and new product discount. If you haven't received the email, it will be sent to you shortly. 
   
  Thank you.
  Regards,
  ***************
  ************* Advocate
  ******************, Inc.
  

  Customer Answer

  Date: 01/09/2023

  These products were sold as having free 7 day cloud storage, to now say cloud storage requires a subscription is unacceptable. I understand that parts & firmware will be discontinued, but to say the free cloud storage must be part of your end of life & then offer to keep cloud storage for a subscription is outrageous. You are not offering any solutions or compensation. 

  

  Business Response

  Date: 01/10/2023

  Hello *******,
  
  Good day!
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help ********** and maintain the quality of our products & services. 
  

  However, in your case, your cameras are already out of warranty. We do not offer product refunds and that your about-to-go on EOL devices are still functional and there are alternatives to continue using it.

  In addition, the following Arlo Services for the about to go on EOL products will be moved to EOL on January 1, 2024: 
  - Arlo system notification emails
  - E911
  - Free 7-day rolling cloud storage

   

  Please let me know if you have other concerns. 

   

  Thank you.

  
  Regards,
  ***************
  Customer Care Advocate
  ******************, Inc.

   

  Customer Answer

  Date: 01/12/2023

  This is not an acceptable response. That the very least you should be offering us an upgrade to our base station to VMB4540 or the VMB5000 so the local storage can be streamed to our phones to replace the free cloud storage you are now going to charge for. In all of your responses, you are not addressing the central issue that these cameras were sold as having free cloud storage & you now want to remove the free storage & charge for it. This is not about no longer supporting updates & parts, it is about you charging money for a feature that was free & a major selling point. 

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arlo technology continues to bill customers, when cameras have been removed and there is no way of canceling service. They give you a number on the billing on my *********** account, but the number does not give you a real person to speak with about billing or canceling. They continue to bill for services not received and have NO customer service option and the online "computer robot" is not customer service. I am disputing my *********** charges and sent a letter with ARLO finance article showing (3rd quarter losses) ************ is robbing customers by continuing to bill months after their cameras and services were terminated. They even went to *********** to get my NEW credit card number after everything was removed from their website and my profile. THEY NEED TO BE INVESTIGATED. THIS IS FRAUD.

  

  Business Response

  Date: 01/04/2023

  Hello *****,
  
  Good day!
  
  This is Mors from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced on your plan cancellation. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc.appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products &services.
  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. That said, I reviewed your concern about the plan cancellation and Id like to share with you our terms and conditions (**********************************************************************)where it states:
  
  11.1 Subscription Payment.To sign up for a subscription, complete the required registration details online, including without limitation selecting your method of payment. If you choose a subscription option with recurring payments (e.g. monthly and annual subscriptions) you agree that we may automatically charge the subscription fee to the payment method provided and associated with your account at the beginning of each period at the frequency you have selected unless and until you cancel the subscription.
  
  However, as a one-time courtesy, the best that I could offer you is one-month refund for the most recent transaction that was processed on your account which was made last December 19, 2022 amounting to $34.98.
  
  Furthermore, I tried contacting you with your phone number ************** but was routed to voicemail. Please provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  Thank you and have a great day!
  
  Regards,
  
  Mors M.
  Customer ************************************ ****

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arlo has decided to put forth an End Of Life policy for their older cameras where 7-day cloud storage was promised and also no subscription charges if you have the older cameras. So, I purposely bought ALL OLD cameras because of their promise of 7-day cloud storage. I only recently bought 5 cameras because of this and now without warning they are implementing the End Of Life policy, wasting hundreds of dollars that I recently spent to buy these cameras with the 7-day promise. It's even right there on the box 3 TIMES! But now they are making these cameras obsolete because they are a trash scam company and they need to be punished and they need to make this right.

  

  Business Response

  Date: 01/03/2023

  Good ****************!
  My name is ********, a Customer Advocate at **********************. I am reaching out to you to address your concern about the *** Policy.
  
  We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. 
  
  Please be advised that your about-to-go on *** device is still functional and may continue to be operated to livestream video from the camera, receive motion notifications on their smartphone, and store video clips locally with a compatible Arlo SmartHub or Base Station.
  
  The following Arlo Services for the listed products will be moved to *** on January 1, 2024: 
  
  Arlo system notification emails
  E911
  ?Free 7-day rolling cloud storage
  
  For more information, please visit the article below:
  *************************************************************************************************
  
  I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.
  
  We are unable to locate an Arlo account under the email address, ********************** Do you have an alternate email address that is associated to your account?
  
  Please be advised that I will be contacting you tomorrow, between the hours for 12PM to 5PM MST. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  I look forward to your response.
  Thank you.
  
  Sincerely,
  
  *****************************
  Customer ************************************ ****

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a owner of a Arlo Pro home security system and purchased this system for over $700 just a few years ago at ******* On the packaging Arlo prominently advertised that these cameras would come with 7-day cloud storage for free with no end date set. On January 1, 2023 Arlo sent out an email laying out a new end of life policy retroactively which essentially would remove features advertised for these products and end any future software updates. Among the features Arlo is taking away is the free cloud storage. After contacting Arlo they told me if I pay for a subscription my cameras will continue to work as usual. This clearly shows that Arlo is using this policy to try and force users into paid subscriptions. Nowhere in their terms of service is there a clause allowing them to strip features or end support for a product. They also are still selling these end of life products on Amazon and with other vendors. This is a clear bait and switch by Arlo and is extremely unfair to consumers.See media reporting: ***********************************************************************************************************************

  

  Business Response

  Date: 01/04/2023

  Hello ********,

  
  Good day!

  
  This is **** from Arlo Customer Care.

  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the end of life update of our legacy products. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.

  There are various factors considered when deciding to EOL a product or service,including data security, data privacy, product and service performance,functionality, utility, operational efficiency, and scalability. As part of Arlos commitment to delivering the highest performance in smart home security as well as its Privacy Pledge to protect our customers privacy and data, we continually review the ability of our products and services to meet and exceed the ever-evolving technology and cybersecurity standards in the market.
  
  Please be advised that your about-to-go on EOL device is still functional and may continue to be operated to livestream video from the camera, receive motion notifications on their smartphone, and store video clips locally with a compatible Arlo SmartHub or Base Station. See link below.

  ********************************************************************************************************************************************
  
  For more information, please visit the article below:
  *************************************************************************************************

  
  Thank you and we hope for your understanding on this matter.

  
  Regards,
  
  *****************
  Customer Care Advocate
  ******************, Inc.

  Customer Answer

  Date: 01/04/2023

  Response doesnt address the fact company is removing features to try and push me to a paid subscription even though I was promised 7 days of free cloud storage for life for free. Company has also offered no compensation for this loss in functionality 

  

  Business Response

  Date: 01/12/2023

  Dear ********,

  I hope this email finds you well and I would also like to thank you for your feedback. Let me further assist you with your concerns regarding this Arlo EOL policy update over the phone. I will contact you today so I can answer all your questions and provide you the assistance that you need.

  I look forward to speaking with you. I'll be calling you on the phone number you provided for this case. 

  Thank you. 
  
  *****************
  Customer Care Advocate
  ******************, Inc.