Cannot add Nest Connect to the Nest App to use with Nest Yale Lock

[mikeva]

I have several other Nest products and have never had a problem. I purchased the Nest Yale Lock and a Nest Connect that is needed with it. First step is to add the Nest Connect to my app. I tried using the QR code. It wanted to use my Nest doorbell to help but it ran into a problem every time. The doorbell is working fine otherwise. Why not just have it continue without another device or choose a different one instead of totally blocking progress? So I tried to add it manually. I got further this time. The Nest connect has the blue light but there are no network names listed on my phone screen to select so again I'm stuck.

Google, please pay for a phone number and tech support people to be available like every other product company out there. I filled out a form I found online but have not heard anything for a couple days. How long do I have to wait?? Could be a day or months. There was no feedback email when I sent in the form. I may have to return this and go with a competitor's product instead. Running into dead ends with nowhere to go is very frustrating. This problem never comes up when I search for it online.

[mikeva]

I was able to find the way to get customer support to call me. In the end I had to add a new Home to my Nest App. I saw that as a possible solution when people had problems add devices but I didn't want to have to have two homes. But that is what I ended up with. The Google Nest developers should have made it possible to add a product without using another product to assist just as if it was the first one. This seems like a common enough problem and they should have come up with a better solution.

[RenzJ]

Hi mikeva,

Thanks for the update. We're sorry for any trouble this may have caused you. We appreciate people who want to share their thoughts with us. We're always looking for ways to improve, and you can Share feedback about Google Nest as detailed.

Let me know if you have other questions or concerns.

Best, 

Renz