topic Re: Secure loop request rejected in Cameras and Doorbells

Secure loop request rejected

davidatennis — Fri, 30 Dec 2022 14:15:25 GMT

I seem to be the most recent in a line of secure loop rejections. Contacted support via message who advised my serial number is eligible, although it's a new purchase (bought in November via Google Store).

Is this right, or is it a mistake in support? Seems strange to advise to contact to request a secure loop, then only make older models eligible for it.

Re: Secure loop request rejected

Brad — Tue, 03 Jan 2023 21:14:07 GMT

Hey there,

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. We unfortunately do not offer replacements for parts. Secure Loops may be possible, however, you have to speak with support to see if you're eligible. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience.

Best regards,
Brad

Re: Secure loop request rejected

davidatennis — Tue, 03 Jan 2023 21:24:36 GMT

Hey Brad, it's not a replacement. During setup I'm prompted to contact support for a secure loop if one wasn't in the box. I contacted, they said no based on serial number. Which makes little sense to me if my device is brand new, are optional peripherals only offered to older/out of warranty products?

Re: Secure loop request rejected

Brad — Wed, 04 Jan 2023 16:48:49 GMT

@davidatennis

Unfortunately, we do not handle these requests in the forum, so I wouldn't know for certain which policies are enforced regarding secure loops. My suggestion would be to contact support again, and see if you can get further information regarding this inquiry.

Best regards,

Brad

Re: Secure loop request rejected

EmersonB — Wed, 11 Jan 2023 23:01:38 GMT

Hello everyone,

@davidatennis It's us again. I'm bumping up this thread to ensure that everything is covered here. Were you able to reach our support team again? They are the one's who can help you process your secure loop. In case you have an update, you know where to find us.

I appreciate the help, Brad.

Regards,

Emerson

Re: Secure loop request rejected

EmersonB — Fri, 13 Jan 2023 15:34:46 GMT

Hey davidatennis,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Emerson