topic Re: Drop Cam Pro Replacement in Subscriptions and Services

Drop Cam Pro Replacement

naomigayle — Wed, 22 Nov 2023 09:30:25 GMT

I have been a Nest Aware subscriber for 7 years. I have one Drop Cam Pro. That is the only devide I have. I never received any notification of the upcoming termination of support for this camera. I have read on this forum that cameras active 1 month prior to April 2023 are eligible for a replacement Nest Aware subscribers were sent an email. I have had issues with the camera dropping off line and I had attributed it to be possibly the service provider, the wireless equipment or a dead zone in the house. I am not sure if maybe that was why I did not get an email for the replacement camera??? As a long term active subscriber, I would like to continue my subscription and want to know how I can get my camera replaced? Can the offer be emailed to me? Has anyone had similar issue and been able to resolve it? Thank you for any input.

Re: Drop Cam Pro Replacement

Lance_L — Wed, 22 Nov 2023 20:22:23 GMT

Hi naomigayle,

Thanks for reaching out to the Community. I’d be happy to look into this for 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.

Best,

Lance

Re: Drop Cam Pro Replacement

EdmondB — Fri, 24 Nov 2023 23:59:45 GMT

Hey there,

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

Regards,
Edmond

Re: Drop Cam Pro Replacement

Lance_L — Sun, 26 Nov 2023 00:39:03 GMT

Hello everyone,

@naomigayle, our support team has reached out to you via email. You may continue the conversation on that channel and reply with the requested information.

Thanks for the help, Edmond.

Best,

Lance

Re: Drop Cam Pro Replacement

naomigayle — Sun, 26 Nov 2023 16:21:31 GMT

Thank you Edmond. I don't see a reply since you confirmed receipt of form.

Re: Drop Cam Pro Replacement

EdmondB — Tue, 28 Nov 2023 21:48:21 GMT

Hi naomigayle,

One of our support agents has already contacted you via email about the replacement options. Please let me know if you have additional questions.

Best,
Edmond

Re: Drop Cam Pro Replacement

naomigayle — Thu, 07 Dec 2023 18:10:54 GMT

The reply I received said I am not eligible for a replacement because my camera was not online when they scanned for active cameras, and that I was previously told I was not eligible, as if I am trying to get something for nothing. As a customer that says to me, "Thank you for purchasing a camers that started failing and began having connectivity issues, thank you for giving us money for a subscription even after your camera could not maintain a connection any longer, and, by the way, we are dropping service for that camera. We can't help you because the camera you purchased, that doesn't stay connected any longer, was not connected when we searched for customers that may be affected. We won't even inform you that we are dropping service. (I found out when trying to reconnect my camera). It at least will appear like we did something. After all, we gladly took your money for a camera and subscrition for 7 years, of which 6 of those years this camera was actively connnected. Yes, thank you for your money, and now we could care less that you have supported our business. We owe you nothing. Stop asking us to help you. Good for you and have a nice day."

Does anyone else share this experience with Googles' not so stellar customer service?

Re: Drop Cam Pro Replacement

Adam915 — Thu, 14 Dec 2023 16:36:03 GMT

Hey lance Im trying to replace three of my drop cams can you help me with that?

Re: Drop Cam Pro Replacement

EmersonB — Fri, 15 Dec 2023 22:32:51 GMT

Hey folks,

@naomigayle, we appreciate you getting back to us. We’ll take note of it and ensure that we'll learn from your experience as we continually improve our products and services. Rest assured that we'll take this as feedback and learn from this to deliver a better process and experience in the future.

@Adam915, no worries. We're glad to help you with this. You just have to fill out the form shared by Lance above. Let us know once you're done filling it out.

Regards,

Emerson

Re: Drop Cam Pro Replacement

kimimeyer — Thu, 04 Jan 2024 18:56:03 GMT

Guess I missed the replacement email. I currently have Nest Aware Plus subscription. Since support is being dropped for DropCam I'd like my options for replacing 4 Dropcam Pro cameras with 2 wired cameras and 2 cameras with batteries.

Re: Drop Cam Pro Replacement

Lance_L — Sat, 06 Jan 2024 21:05:41 GMT

Hello kimimeyer,

Thanks for joining the discussion. I’d like to look into this for you. I require more information from you that would be best shared privately. I have provided a link to a form that you can fill out, which will allow us to investigate this matter further. This form is for your exclusive use, so please inform me when you have completed it.

All the best,

Lance

Re: Drop Cam Pro Replacement

Lance_L — Mon, 08 Jan 2024 21:27:22 GMT

Hey kimimeyer,

We haven’t seen your form submission come through — were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Regards,

Lance

Re: Drop Cam Pro Replacement

kimimeyer — Mon, 08 Jan 2024 22:07:31 GMT

Hi Lance,

Yes I replied back but this isn't very user friendly for me. My response acted like it went through before. My email is #

Anyway I guess I missed the replacement email. I currently have Nest Aware Plus subscription and 5 cameras. Since support is being dropped for DropCam I'd like get my options for replacing my 4 Dropcam Pro cameras. My prefference would be 2 wired interior cameras and 2 exterior cameras with batteries but it is my understanding you'll replace only the DropcamPro cameras with the wired interior cameras.

Look forward to your response,

Kim

Re: Drop Cam Pro Replacement

Lance_L — Tue, 09 Jan 2024 00:19:38 GMT

Hi Kim,

We’re sorry for the inconvenience, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Also, we appreciate you providing us with updates. To confirm, if you are a current Nest Aware subscriber, we will be providing you with a Nest Cam (indoor, wired).

Cheers,

Lance

Re: Drop Cam Pro Replacement

aircooled911 — Wed, 17 Jan 2024 01:05:11 GMT

Hi Lance,

I've been a subscriber to this service for years as well. I have a nest dropcam pro. How do I get a free replacement for my camera that will no longer be supported?

Thanks,

Rich

Re: Drop Cam Pro Replacement

Lance_L — Wed, 17 Jan 2024 03:21:53 GMT

Hey Rich,

Don’t worry; I gotcha. I need some additional information from you that would be best shared privately. To make this easier, I'm sending you a link to a form that you can fill out. This form is only for you to use, so please let me know when you've completed it so we can review the information and take the next steps.

All the best,

Lance

Re: Drop Cam Pro Replacement

EdmondB — Sat, 20 Jan 2024 04:00:02 GMT

Hi there.

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Cheers,
Edmond