topic Re: Nest Wired Doorbell stopped at communicating in Cameras and Doorbells

Nest Wired Doorbell stopped at communicating

Bradhelms65 — Thu, 16 Feb 2023 00:42:11 GMT

After updating our Nest App syncing with google home our doorbell stopped communicating. That was three weeks ago after multiple efforts and four hours of my life that I will not get back. I am told that our door bell warranty expired in 2019 and we have to buy a new one. The doorbell portion works just fine. It’s powered up, doorbell rings and the light is on as if it’s OK, just zero communication with the Wi-Fi or Bluetooth when trying to reconnect. I feel bad for the technicians as it seems like they are working off a script. If you ask a question outside of that script you’re out of luck and get regurgitated mumbo jumbo, unfortunately they have zero latitude to offer a customer service solution like replacing the doorbell especially if it’s a defective software communication issue. At the beginning of the 2 hour phone call today I discovered that after my issue was forwarded Feb 8th to the escalation department, the escalation department emailed me back with an incorrect email address which I never received. I was told by the technician that I had missed my opportunity to have a dialogue with that escalation department representative and they could not re-escalate to start the dialogue over. She forwarded me to a technician whom spent another hour completing all the troubleshooting that we have already spent two hours on with the previous technician a week ago only to reach a point of re-escalating it. Meanwhile, here we sit without any security at our doorstep.

Re: Nest Wired Doorbell stopped at communicating

janthadeus — Tue, 21 Feb 2023 00:45:15 GMT

Hi Bradhelms65,

I’m sorry to hear about your support experience. I’d like to dig deeper about what’s going on — could you provide the case ID of your recent interaction with our support team?

Looking forward to your response.

Thanks,

Re: Nest Wired Doorbell stopped at communicating

aatienza — Fri, 24 Feb 2023 05:05:24 GMT

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help, JT.

Thanks,

Archie

Re: Nest Wired Doorbell stopped at communicating

aatienza — Tue, 28 Feb 2023 03:55:35 GMT

Hello there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie