Escalate Case ID [7-7466000033231]

[Clev]

Hello

How do I escalate my case if I am unable to get a reply from Google support?

The ticket has been open since 6th December and the last email I had from Google was on Jan 6th where I was told:

"We are still reviewing this case thoroughly with our Engineering Team and we will get back to you once feedback is available, please give us 24 to 48 hours. "

I gave it 18 days and no reply, sent a chaser and still no reply. Can someone tell me what is happening with this case?

The night vision is draining the batter (device is plugged in) forcing it to go offline every night. The only way for me to stop this happening is to turn off the night vision completely. I am on my 4th camera (3 replacements) so it is not a hardware issue but software. I have tried explaining this multiple times. The support team tried telling me the issue is because there are too many events taking placing causing the battery to drain. Considering this is a security camera this is a massive flaw, or maybe I can ask any robbers to only come during the day time?!

[janthadeus]

Hi Clev,

I’m sorry for the inconvenience. Let me reach out to our team and follow this up. Please hang in there — I'll get back to you as soon as I have something to share. 

Thanks,

JT

[janthadeus]

Hey there,

It’s us again. I’ve checked your case and it looks like our team is already in touch with you. If you have questions regarding your Nest Camera (battery), please reply to the email so our team would assist you right away.

Regards,

JT

[Clev]

Firstly, would like to thank you for chasing this, it did result in me getting a response. Although this part made me chuckle

"If you have questions regarding your Nest Camera (battery), please reply to the email so our team would assist you right away."

If that was the case I wouldn't need to make this post! But I have replied, covering the same questions as asked previously. Hopefully this time I can get some momentum.

I don't mean to sound rude, just very frustrated that a premium product struggles to work as it's intended (a security camera) and getting an even worse customer support from google. 

[janthadeus]

Hi there,

It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT