Arlo forces users to pay for basic tech support on devices – Review Geek

Arlo Camera Line

Smart home devices can be complicated and confusing at times, and if you want customer or technical support for your Arlo devices, you will now have to pay to access them. Starting this week, Arlo users without a subscription will lose access to most basic types of technical support after a short period of time.

According to the Arlo support page, if you are not subscribed to the Arlo paid plan, you will lose phone support 90 days after purchase. Then after the first year of ownership and the end of your one-year warranty, all live chat help, support, or troubleshooting is gone as well. To make matters worse, after 90 days you will lose what Arlo calls “Priority Agent Routing,” which are its most experienced agents to help you manage your issues.

Essentially, after the first year of ownership, you will be demoted to forum support. By this we mean that your only option is the Arlo Community Forum and Knowledge Base, where other customers may be able to help.

If you have any issues and want phone or chat support from a real Arlo employee, you will need to subscribe to an Arlo paid plan.

Paid tier of Arlo customer support

Customers with an Arlo subscription, trial, or within 90 days of purchase receive the following support options:

  • Priority agent routing: the most experienced agents handle your problems
  • Live Chat and Phone Support: Get agent-assisted support via chat and phone
  • Self-Help: Access Arlo Virtual Assistant, Arlo Community, Knowledge Base Articles, and Manuals

Then, as you can see in the image above, users who are not subscribed to Arlo’s paid service either end up with a virtual assistant, forums, or will have to ‘read the manual’ to try and troubleshoot issues. and errors. Ouch.

How much does an Arlo subscription cost?

If you only have one Arlo device, the cost isn’t that bad, and you’ll enjoy all the extra features and controls it has to offer. That said, once you have multiple devices it starts to get a bit more expensive.

  • Arlo Secure (single camera) – $ 2.99 per month
  • Arlo Secure (multicamera) – $ 9.99 per month
  • Arlo Secure Plus (multicamera) – $ 14.99 per month

If there is a silver lining here, it’s that you may already be a subscriber for additional features and controls on your Arlo smart home products. An Arlo Secure subscription offers cloud recording, motion detection, smoke / CO alarm detection, activity zones, and more.

Forcing customers to pay for the most basic customer support on a smart home product isn’t ideal. In fact, it’s pretty ridiculous that $ 200 and $ 300 devices only get three months of decent tech support.

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