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Support can't find my account and devices

llamee1
Community Member

So I called Nest support about an issue that was resolved. While speaking with them, they initially couldn't find my devices, account, or Nest aware subscription. They ultimately searched by the Hello serial number and found my account and active subscription. Then I was told I never migrated my account, even though I did. I spoke with a few reps and nobody had a way to fix this.

 

Has anyone experienced this and know how to fix it? It's very annoying arguing with Nest support and being told I don't have any devices to call in about when I have a house full of Google and Nest devices.

7 REPLIES 7

David_K
Platinum Product Expert
Platinum Product Expert

First I've heard of this particular issue, but can appreciate the concern. I've asked a community specialist to review your issue and check on possible options and next steps. 

All the best!

llamee1
Community Member

Thank you.

GarrettDS
Community Specialist
Community Specialist

Hey there,

Sorry to hear about the issues that you've been having with this, I can understand the frustrations but I'm happy to help. Thanks to davidking for escalating this. 

Would you mind providing me with a case Id if you have one?

 

I look forward to hearing from you. 


Best regards, 

Garrett DS

3-############1801 was the number for the issue that was eventually resolved. Thank you in advance.

GarrettDS
Community Specialist
Community Specialist

Hey there, 

From your message it sounds like the issue was resolved? I just wanted to double check before I locked the thread. 

I look forward to hearing from you. 


Best regards, 

Garrett DS

I'm trying to figure out why I have to argue with support about not having devices or an active subscription because they can't locate my account until they search by device serial number. The original reason I called was resolved, but it took a lot of back and forth in the beginning because they couldn't locate my account or verify my Aware subscription.

GarrettDS
Community Specialist
Community Specialist

Hi there, 

I apologize for the frustrations that you're experiencing with customer support and am  happy to pass that feedback along. Unfortunately I don't have an answer as to why you weren't getting the support that you needed and that you were having to argue with them. Again, I apologize about the experience as that is not what we want for our customers and am happy to pass this feedback forward. 

 

I'm going to go ahead and lock this thread as it seems the issue is resolved. Feel free to create a new thread if you have any other questions. 


Best regards, 

Garrett DS