topic Re: Nest x Yale Lock not working correctly in Security

Nest x Yale Lock not working correctly

Christinek — Sat, 09 Mar 2024 23:11:42 GMT

We have been having issues with our Nest x Yale lock for the past 2 weeks. The lock would disconnect from the app and we factory reset the lock and changed the batteries and it worked fine for a few hours and then it would do it again. Being that we have had this lock from over 4-5 years, we assumed it was old and bought a BRAND NEW Nest x Yale lock. Lo and behold, we are still experiencing the SAME ISSUES as our old lock. Now the battery is draining. We placed the batteries that came in the new lock last week and yesterday it stated that the battery is low. Replaced them again this morning and now this set of batteries and running low. I’ve NEVER had this many issues with my old lock, I can count on one hand how many times we have replaced the batteries on our old lock.

I called google 3 or 4 times, did all the crap that they told me to do, factory reset, reinstall the app, moved my router closer, reconnected the connect. Even downloaded an app so the google rep could see real time everything I was doing annd ensure that I was doing the steps correctly. (I’m not an idiot, I know to reconnect and factory reset this lock) The last time I called the rep “escalated” my case, but that was THREE DAYS AGO and nothing. Currently my husband is messing with this darn lock and now the nest connect will not connect to the app. Ridiculous, because we have had our old lock a while and move it with us our new home and never had issues and the new lock SHOULD WORK but does not. We have google EVERYTHING, cameras, doorbell, speakers, mesh network, you name it. One rep even told me it could be “interference” (WITH WHAT?! All the products that I bought from google?!?!) Google do better, if this lock doesn’t work by this evening it has being returned for a something that is not google related.

We also cannot see who comes in and out of our home and this is not convenient as we have a caregivers for my elderly mother and a dog walker who enter our home. Not to mention the lock doesnt auto lock when it gets disconnected from the app. This a major security concern as we have people in and out of our home all day when my husband and I are at work !

Re: Nest x Yale Lock not working correctly

Lance_L — Sun, 10 Mar 2024 16:13:20 GMT

Hello Christinek,

Thanks for reaching out to the Community. I’m sorry to hear that you’re having issues with the Nest x Yale Lock. I’d be happy to help you with this. Can you share the case ID from your interaction with the support team so I can check what happened?

Keep me posted.

Best,

Lance

Re: Nest x Yale Lock not working correctly

Christinek — Sun, 10 Mar 2024 17:07:11 GMT

I believe this is the case 4-3325000035268.

Re: Nest x Yale Lock not working correctly

Christinek — Sun, 10 Mar 2024 17:11:50 GMT

By the email I received 1235, it looks like my ticket was close with no resolution

Re: Nest x Yale Lock not working correctly

Lance_L — Sun, 10 Mar 2024 17:51:43 GMT

Hi Christinek,

Thanks for circling back with your case ID. Upon checking, the case is already closed. Don’t worry; I'd be glad to assist you.

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.

Regards,

Lance

Re: Nest x Yale Lock not working correctly

Christinek — Sun, 10 Mar 2024 18:31:03 GMT

I just completed it

Re: Nest x Yale Lock not working correctly

Lance_L — Mon, 11 Mar 2024 16:26:25 GMT

Hey Christinek,

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

All the best,

Lance

Re: Nest x Yale Lock not working correctly

Christinek — Mon, 11 Mar 2024 17:18:21 GMT

Thank you, what is the timeframe I should expect someone to reach out to me ?

Re: Nest x Yale Lock not working correctly

Lance_L — Mon, 11 Mar 2024 18:02:27 GMT

Hello Christinek,

While we don’t have an exact time frame, rest assured that our support team will reach out to you as soon as they have more information to share.

Kind regards,

Lance

Re: Nest x Yale Lock not working correctly

Christinek — Tue, 12 Mar 2024 22:53:31 GMT

24 hours later, no one has reached out to me.

Re: Nest x Yale Lock not working correctly

Christinek — Wed, 13 Mar 2024 11:59:33 GMT

This morning’s update, lock has disappeared from the app and still no contact from google

Re: Nest x Yale Lock not working correctly

Christinek — Wed, 13 Mar 2024 23:22:10 GMT

48 hours still no response from anyone at google

Re: Nest x Yale Lock not working correctly

Christinek — Tue, 19 Mar 2024 00:24:18 GMT

Over a week later still nothing from google. I’ve already returned the new nest x Yale lock for a Yale assure 2 and definitely recommend that you switch to it if you are having issues. Apple home key makes life so much easier !

Re: Nest x Yale Lock not working correctly

Lance_L — Thu, 21 Mar 2024 12:48:24 GMT

Hi Christinek,

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

All the best,

Lance