topic Re: "secure loop request" in Cameras and Doorbells

"secure loop request"

smwainwright — Fri, 09 Dec 2022 19:22:32 GMT

Don't waste your time requesting a secure loop from the help community. Purchased the camera and saw this as a helpful option, reached out to request one exactly as the google website tells me to. They tell me that my camera is not eligible when I literally have bought the only option out there for this battery camera. Waste of my time and terrible customer service.

Re: "secure loop request"

MplsCustomer — Fri, 09 Dec 2022 19:50:54 GMT

@smwainwright

What does it take to qualify?

We bought our Google Nest Camera (Battery) in Sept. 2021, when a secure loop was not included with the camera. When Google Nest's offer for free Secure loops was posted, I contacted Support in early September 2022 and received a secure link within a couple of days.

Re: "secure loop request"

smwainwright — Fri, 09 Dec 2022 19:53:31 GMT

I have no clue. I purchased my camera about two weeks ago and no secure loop was included and when I reached out to support they told me my serial number did not qualify which is just very confusing. They told me I could purchase the anti theft security add-on that they offer in the google store.

Re: "secure loop request"

EmersonB — Wed, 14 Dec 2022 20:26:11 GMT

Hello smwainwright,

Thanks for posting here in the community. I know where you're coming from and we wanted to make it up to you by contacting our support team again. They should be processing your secure loop request when you reach them.

I appreciate the help, MplsCustomer.

Regards,
Emerson

Re: "secure loop request"

EmersonB — Tue, 20 Dec 2022 02:25:59 GMT

Hi smwainwright,

It's me again. Were you able to contact our support team? In case you have an update, you know where to find us.

Best,
Emerson

Re: "secure loop request"

janthadeus — Wed, 21 Dec 2022 22:16:00 GMT

Hey there,

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks for the help here, MplsCustomer and Emerson.

Best,

Re: "secure loop request"

smwainwright — Thu, 22 Dec 2022 00:07:56 GMT

Hi, saw your response. Thanks for your help. I have reached back out and they said they have escalated the case to another member. Progress but no resolution yet.

Thanks for your help.

Re: "secure loop request"

janthadeus — Thu, 22 Dec 2022 01:21:43 GMT

Hello there,

Thanks for following up. Could you provide the case ID of your interaction with our support team so I can have it reviewed?

Thanks,

Re: "secure loop request"

smwainwright — Thu, 22 Dec 2022 01:40:10 GMT

Sure - here you go!

0-1439000033429

Re: "secure loop request"

janthadeus — Sat, 24 Dec 2022 23:00:38 GMT

Hey smwainwright,

I've reviewed your case and I can confirm that our team has processed your secure loop replacement. Kindly check your email for further details. Also, please be advised that this thread will be locked after 24 hours.

Best,

Re: "secure loop request"

smwainwright — Sun, 25 Dec 2022 15:49:13 GMT

Hi yes I got the package- unfortunately the item sent was not a secure loop. Please let me know how best to proceed. Thank you.

Re: "secure loop request"

janthadeus — Sun, 25 Dec 2022 22:07:37 GMT

Hi there,

Yikes! I’ll follow-up this with our team and let you know once I hear any news from them — hang tight.

Best,

Re: "secure loop request"

janthadeus — Thu, 29 Dec 2022 00:25:19 GMT

Hello there,

I’m glad to inform you that our team has processed your request and will be sending you the right accessory. Please check your email for

additional information. Also, please be advised that this thread will be locked after 24 hours.

Thanks for bearing with us.

Cheers,