topic Re: Prorated Subscription on Google Nest Renewal in Nest Thermostats

Prorated Subscription on Google Nest Renewal

pstreicher — Mon, 21 Nov 2022 14:39:28 GMT

Has anyone seen a prorated subscription renewal on their renewal? I had received an email from Google wanting me to renew early and it said the subscription would be prorated if already renewed earlier in the year, back in July. Since we all know that Google bought out Nest and has been sending us emails wanting us to migrate over to their subscription service, this prorated subscription would make sense. But, having received an email the other day showing the full amount of $120 for annual renewal and nothing showing for any rebate, I'm just wondering what anyone else has seen about this. Do I have to contact someone at Google now to get this promised rebate?

Re: Prorated Subscription on Google Nest Renewal

MplsCustomer — Mon, 21 Nov 2022 16:45:34 GMT

@pstreicher

If you don't get any responses here, you could try the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription." (We switched from the old 1st gen subscriptions a couple of years ago.)

https://support.google.com/googlenest/answer/9233159?hl=en&co=GENIE.Platform%3DiOS

Re: Prorated Subscription on Google Nest Renewal

Markjosephp — Thu, 24 Nov 2022 22:17:52 GMT

Hello folks,

I wanted to ensure that everything is covered here.

Thanks for assisting, @MplsCustomer.

@pstreicher, were you able to contact our team about the subscription? Still need our help? Let us know so we can assist you right away.

Best regards,

Mark

Re: Prorated Subscription on Google Nest Renewal

Markjosephp — Mon, 28 Nov 2022 19:18:28 GMT

Hi pstreicher,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns.

Thanks,

Mark

Re: Prorated Subscription on Google Nest Renewal

pstreicher — Mon, 28 Nov 2022 19:40:14 GMT

No, I haven't had time to call anyone about this. It would be nice if I could just get an email response and showing the pro-rated subscription credit. Is this possible?

Re: Prorated Subscription on Google Nest Renewal

Brad — Tue, 17 Jan 2023 18:42:04 GMT

Hi there,

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I am afraid that billing-related matters in regard to our products, or services like Nest Aware, cannot be completed here in the forum. Your only option would be to reach out to support by filling out this form, and a higher tier of support will reach out to you with next steps.

Best regards,
Brad

Re: Prorated Subscription on Google Nest Renewal

Brad — Fri, 20 Jan 2023 20:28:39 GMT

Hi there,

Just checking in to see if you have had the chance to fill out that form I sent a few days ago. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Prorated Subscription on Google Nest Renewal

pstreicher — Sat, 21 Jan 2023 13:49:58 GMT

I replied back to the email but I see it didn't show up here. I would like to know if anyone else had this happen to them. After thinking about this for awhile now I think the problem lies in that I used the wife's business card originally but then I used my personal credit card to switch to the Google renewal offer. I still need to research this more to figure out exactly what happened. Maybe I'm at fault here but I sure as hell don't want to be taken advantage of. I believe my email has been set up with this Nest/Google subscription all along. You would think that would be enough for Google to se that and give me the remaining months of the Nest subscription and add to the Google Nest Aware subscription. I believe that's what it is called now.

Re: Prorated Subscription on Google Nest Renewal

Brad — Mon, 23 Jan 2023 17:46:03 GMT

@pstreicher

You will not see supports response to you here, this is the Nest Community Forum. Support will reach out to you via email, so they will be the only ones who can assist you with your billing inquiry. We are unable to handle these requests in the forums. Thank you for your patience.

Best regards,

Brad

Re: Prorated Subscription on Google Nest Renewal

Brad — Thu, 26 Jan 2023 18:13:16 GMT

Hi there,

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Prorated Subscription on Google Nest Renewal

pstreicher — Thu, 26 Jan 2023 18:53:36 GMT

Hey Brad,

I was able to find out that the charge of $100 to Nest Labs was on 7/11/2022.
The $100 charged by Google Nest was on 11/19/2022.
This was done on the wife's business credit card, both charges.
I am going to use this information along with the .jpg clip of the rebate info advertised and get with Google Nest customer service. Been busy with things like tax accounting to beat the deadline. 🙂
Will let you know how it goes. Thanks!

Re: Prorated Subscription on Google Nest Renewal

Brad — Thu, 26 Jan 2023 18:58:07 GMT

@pstreicher

I am relieved to hear you found the information you're looking for. Nest Support is definitely the best avenue for you to look further into, as they are able to look into billing issues when we are unable to here in the forums. Please keep us posted.

Best regards,

Brad

Re: Prorated Subscription on Google Nest Renewal

pstreicher — Thu, 26 Jan 2023 19:15:35 GMT

Brad,

I just got off the phone from a callback from Google Nest Support. They were quick to call me back, within seconds, and this will be resolved I was told. The rep had to cancel my old 1st Gen Nest Aware subscription and then I guess, subscribe me to the Google Nest Aware Plus subscription. Although she didn't say that during the conversation. But, she did confirm that an escalation up the line would be getting me the rebate. If not within hours, a couple of days or so. You know how the credit card processing goes of course. If you want to close this discussion or leave it open for anyone else to learn from, well, you know what to do. Thanks for urging me onward with this. it only took about five minutes. Kudos, bro'!

Re: Prorated Subscription on Google Nest Renewal

Brad — Fri, 27 Jan 2023 17:22:13 GMT

@pstreicher

I am relieved to hear that you were able to find a solution with support. We'll go ahead and keep this thread open for another 24 hours for any follow-up questions or concerns, and then lock the thread after that. Thank you for sharing with the community.

Best regards,

Brad