Glitched Nest structure and support not doing anything for 2.5 months

[BrianTheB]

Hello everyone, 

So I have a glitched Nest Structure that I cannot see in Google Home. I can't delete from Nest (nothing happens) and I can't upgrade it to Nest Aware plus which I really need. But I can see that structure in Google Store.
Tried everything I was ever suggested. I reported this issue through Nest Support and Feedback in Home app. 
It's been 2.5 months and all I hear is " your case has been elevated to our dedicated team and our team is working on that". I've haven't received a single update and support closed my case ( 8-9391000032501) when I stopped asking about it.

[GarrettDS]

Hey there, 

Sorry to hear that you're still having this issue. The engineering team would like you to send feedback directly to them through this link so that they can investigate this further.

Unfortunately there is not ETA on when this will be fixed however as it seems like this is a one off situation. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

[BrianTheB]

Can you explain how to send feedback using that link? 

[GarrettDS]

Hi there, 

You'll click on that link which takes you to the article that will tell you the steps on how to send feedback using your device or through the Google Home app. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

[BrianTheB]

Garret,
I've sent feedback through Google Home app the first time you suggested it. No one conctacted me since. 

[GarrettDS]

Hi there, 

Please allow some time for the team to investigate the issue.

Best regards, 

Garrett DS

[BrianTheB]

Hello Garret,

It's been 2 more months with no updates. 

[GarrettDS]

Hey there, 

I'm so sorry that you haven't heard from them again since. There is a new process to create a support case for you, so I would recommend following this link and entering your information into it. Once that's done, your case will be transferred to the correct team. However, please be advised that they are working through a backlog of cases so please give them time to get in contact with you. 

Best regards, 

Garrett DS

[GarrettDS]

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

[BrianTheB]

Hello Garret.

I've entereted my information to that feedback form. I hope someone finally contacts me. I don't think you can help me any further. 

Thank you, 

[GarrettDS]

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS