topic Re: Case ID 4-8828000035448 in Apps / Account

Case ID 4-8828000035448

OmegaLocksmith — Tue, 27 Feb 2024 17:43:39 GMT

Hello

How do I escalate my case if I am unable to get a reply from Google support?

The ticket has been open since 6th January and the last email I had from Google was on Feb 21 where I was told:

"We are still reviewing this case thoroughly with our Engineering Team and we will get back to you once feedback is available, please give us 24 to 48 hours. "

I gave it 20 days and no reply, sent a chaser and still no reply. Can someone tell me what is happening with this case?

My Business Profile ID?

11771931887491182104

The night vision is draining the batter (device is plugged in) forcing it to go offline every night. The only way for me to stop this happening is to turn off the night vision completely. I am on my 4th camera (3 replacements) so it is not a hardware issue but software. I have tried explaining this multiple times. The support team tried telling me the issue is because there are too many events taking placing causing the battery to drain. Considering this is a security camera this is a massive flaw, or maybe I can ask any robbers to only come during the day time?!

Re: Case ID 4-8828000035448

Lance_L — Wed, 28 Feb 2024 11:38:00 GMT

Hi OmegaLocksmith,

Oh no! That isn’t the experience we want you to have. I’d be more than happy to help you with this.

Unfortunately, we are unable to open the case ID you provided. Don’t worry, I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

All the best,

Lance

Re: Case ID 4-8828000035448

OmegaLocksmith — Wed, 28 Feb 2024 13:51:31 GMT

done with form

Re: Case ID 4-8828000035448

Lance_L — Thu, 29 Feb 2024 12:02:11 GMT

Hey OmegaLocksmith,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance