Arlo by Netgear sucks. A lot of incompetency. Do NOT trust them with your home security!

Ok, I need to break a couple of years of silence and post about this, because I haven't seen a bigger level of incompetency. And Arlo wants to become a security company, and trust them with security monitoring of your home!?! Not on mine! I've been Arlo's client for a couple of years now, with just their "Secure" plan (video recording). For the last 2 days, Standby mode was suddenly activating and disabled video recording.

I blamed the kids for doing it and lying about it - the website offers no indication why mode was switched or who done it. Hours later when I discovered surveilance was not working I'd set it back to record, and after a few hours it would drop again. Two days later I figured out why this was happening - the credit card they had on file has expired, subscription become disabled as they tried to charge the card and failed. The indication of the expired card appeared only 2 days later...

The website offers only one option - Add a new card. There is no option to Edit an existing payment (so I can update the expiration date and cc code and go on about my life). Fine, I'll add the updated credit card - but on save, I got errors that 'this credit card is already on file'. Some idiot checked only the card number, which didn't change... Fine, I'll add a different card. All said and done, added a new debit card, but of course nothing happened after that - the subscription now disappeared completely from my account! So now I had to signup for a new subscription... In the last step of placing the order, I'm presented with a payment choice, and it lists both the new debit card and the old credit card, and lets me edit it! But it only lets me update the expiration date, and not the cc code! Anyway, I edit it and select the credit as payment. Big mistake! As now it has placed the order, but payment failed again (likely because of the cc code they didn't let me update). Again "process processing payment" with only once choice to add a new card... I can't add now either the debit or the credit card, because both "are on file". There is no place on their website to edit the existing payment method's information. There is no place on their website to switch the payment method for the subscription so I can select the debit card instead. There is no place on their website to even see the existing payment methods they have on file. Time to talk to support. I chatted online with one of their agents who couldn't help with payments - I needed to talk on phone next day with someone else. Next day, spoke with another one, who would go on about resetting browser cookies and telling me to add a new credit card. Useless. Escalate to someone from billing who can help switch the payment methods on file. Start all over again trying to make a new Indian support clown understand I need a simple thing: either update for me the existing payment or switch to the existing one they already had on file, as their idiotic website doesn't allow me doing it. He insisted they don't have access to manage billing, and nobody has this access, only I can do it. And to escalate I need to tell the browser, os version, and so on, like any of this would matter. Double useless. 35 minutes later on phone, I give up. I'm so frustrated, I'll cancel the subscription, I knew there was a place to provide the card when signing up for a new one... If you try to cancel the plan, they give you 50% discount only to keep you as customer... No, fricking cancel. I'll signup for a new one. And I did, at last step during purchase I could see the 2 cards on file, select the new debit card as primary and finally delete the credit card with bad cc code, and place the order. Knowing that I'll get 50% off if I tell them I want to cancel, I did that, too (hey, maybe there is something good of all this time spent) And... I got this.

Everything that's on this page is wrong. It keeps telling there is a problem with the payment, even though it shows the subscription with the good/new debit card. It tells me the subscription will expire in a month and I have to resubscribe, even as it tells below that next renewal date is next month. Billing history still shows only one attempt to charge the credit card at the regular price. At this point I can only wait to see what will happen next month... Will they cancel the subscription? Will they renew it at regular price? Will they renew at 50% discounted? Anyway, all this is frustrating, a website idiotically designed, support is incompetent. Would you trust them to monitor your home security!?