topic Re: Nest Secure // Support ended with a poor replacement plan in Security

Nest Secure // Support ended with a poor replacement plan

jeremy6 — Sun, 20 Oct 2024 17:04:50 GMT

The support for Nest Secure ended, which nullified an expensive product that I bought years ago. Rather than refunding the original purchase, I was given the option to switch to ADP or a $200 store credit. When I tried to use it today, I discovered through customer support that the promotion had expired 30 days after the service ended. A shockingly small amount of time to figure out how to replace your security system. After talking with customer service, I learned they would not extend the promotion and I'm writing this to urge caution against using any Nest products.
In my opinion, this is not the right way to get customers to trust Google and Nest for their security needs, nor is it a fair way to treat customers who buy expensive products from Nest.
I was a fan of the product before this, but I am doubtful I'd ever purchase from them again.

Re: Nest Secure // Support ended with a poor replacement plan

MplsCustomer — Sun, 20 Oct 2024 18:18:14 GMT

@jeremy6

To be fair, Google Nest did announce they were discontinuing Nest Secure a year in advance, in April 2023:

https://www.googlenestcommunity.com/t5/Blog/An-update-for-our-Nest-Secure-Dropcam-and-Works-with-Nest-Users-and/ba-p/391449

And they say they emailed all Nest Secure customers at the time. (We don't have Nest Secure, so we didn't get the email.)

Re: Nest Secure // Support ended with a poor replacement plan

jeremy6 — Sun, 20 Oct 2024 18:41:21 GMT

I hear you, but I don't feel it's fair. To me, it compounds something I was already upset by. The Nest Secure product was rendered useless—something that I found really frustrating after buying it and expecting it to be my security system for years. Keep in mind, the keypad was $400 and the 'tag' door sensors were $100 a piece for any door or window you want to keep secure, plus a monthly subscription.

I thought it was a kind gesture for them to offer a credit, even though it didn't come close to the original investment. Granted, I didn't recall the expiration date listed in the FAQ section, but the 30-day expiration after the service ended is, in my opinion, poor customer service. I could not see myself putting another dollar towards a nest security product and would caution anyone else as well.

Re: Nest Secure // Support ended with a poor replacement plan

gilesd — Sun, 17 Nov 2024 00:10:27 GMT

Just had the exact same problem. Fancy a class action lawsuit? If we can find enough people...

Re: Nest Secure // Support ended with a poor replacement plan

jeremy6 — Sun, 17 Nov 2024 15:39:43 GMT

So frustrating, right? Not something I would expect from this company that seems to usually listen to their biggest customers.