topic Re: Challenge cancelling my Nest Aware subscription in Apps / Account

Challenge cancelling my Nest Aware subscription

msa6 — Fri, 04 Nov 2022 16:46:54 GMT

I have been trying, via App, Browser, and Agent Chat to cancel my Nest Aware subscriptions for two cameras for 4 days..still no progress. I also learned that I cant even remove my credit card from the profile, after removing all the Nest devices...What a super frustrating and poor customer experience. Case # 9-0066000033480 for anyone that can help...

Re: Challenge cancelling my Nest Aware subscription

MplsCustomer — Fri, 04 Nov 2022 17:22:26 GMT

@msa6

Perhaps Google Nest Support needs to update their documentation..

Their "Cancel your Google Store subscription" page (https://support.google.com/store/answer/11264766) says the following:

1. Open the Google Store website.
2. Sign in to your account.
3.On the Subscriptions page, choose the subscription you’d like to cancel.
4. Under “Payment”, click Cancel subscription.
5. To complete cancellation and find an estimate of what you’ll be charged, follow the cancellation steps.

However, if I follow these instructions on our now Nest Aware subscription, there is no "Cancel subscription" option under "Payment".

However, I discovered by accident that if I clicked on the vertical ellipsis (the three dots), I then see this popup window (shown below with personal info blanked out), with "Change your plan" and "Cancel subscription" options:

P.S. When you had your "Chat" support session, were you talking to "Nest Aware Premier Care"? See the "Contact us" link on the page below, which promises you can "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en

Re: Challenge cancelling my Nest Aware subscription

msa6 — Mon, 07 Nov 2022 21:27:59 GMT

Thanks for all that info; I tried it all and did not work. The integration/data migration from Nest to Google impacted the ability of me being able to self-service to cancel. A Premier Team senior team member had to handle this manually on the back end. All solved now.

Re: Challenge cancelling my Nest Aware subscription

MplsCustomer — Mon, 07 Nov 2022 21:40:32 GMT

@msa6

I'm glad you were finally able to get it resolved.

Re: Challenge cancelling my Nest Aware subscription

Brad — Wed, 09 Nov 2022 17:44:47 GMT

Hi there,

Sorry to hear you haven't been happy with your Nest Aware subscription. I am afraid, however, we do not have the option to cancel your subscription for you in the forums. I would invite you to fill out this support form, and a higher tier of support will reach out to you for further assistance. Thank you for your patience.

Best regards,

Brad

Re: Challenge cancelling my Nest Aware subscription

Brad — Mon, 14 Nov 2022 22:46:00 GMT

Hi there,

Just checking in to see if you have filled out the support form I sent previously. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Challenge cancelling my Nest Aware subscription

Brad — Tue, 15 Nov 2022 16:57:41 GMT

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad