I have been trying to cancel my subscription to google nest hello doorbell 1st generation. I migrated they cancelled out my previous email address and did not transfer the subscription over to my gmail address. My credit card company will not recognize any of this and considers it a valid charge. The whole thing is insane
On the page below, under "Nest Aware Premier Care", Google Nest has a "Contact us" link that says it will "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.":
I contacted customer care and dealt with the most robotic,and obnoxious people , I have ever experienced. They kept saying they would have a senior person from the department look into the matter. Then the person, I dealt with on , would contact me with an answer. They always said it would take 24 hours. Neither the senior person nor the person I contacted ever replied. Instead I would get a computer generated email. It implied the case was now closed but gave me no outcome. They never gave me an answer via email. They won’t answer you via email. They won’t answer you over the phone. I had to yell and scream and insist I speak to a supervisor in order to finally get an answer. Supposedly my subscription was now cancelled. She said nothing about my money. I had to ask and practically force it out of her. When I asked why they never emailed me a response, she lied and said, they had just made the decision. It takes one minute to send a email. That was a lie. The only reason I got an answer was because I refused to go through the whole process again . I informed her of my case number and that they had all the information, needed to give me an answer. I was in customer service, I don’t like speaking to people like that. It was the only to get a response. Their unofficial policy is never to give the customer an actual answer. Simply avoid saying anything and wear them down until they give up. It’s awful. I am getting rid of everything Google. There is no need for that kind of abuse towards customers. They hide behind corporate double speak, they are told to by management and Google should be ashamed of themselves
@JDR uh-oh! I'm sorry to hear that. Let's see what's going on — could you share the case ID from your interaction with our support team so I can take a closer look?
I appreciate the help, MplsCustomer and EmptyNester.
[3-3804000033471 This the case number . Let me know what other information you might need. I tried to give them the transaction number from American Express but they refused to take it. Also two days ago I spoke with someone in support , only after I insisted I speak to a supervisor, did I get an answer. She said the subscription had been cancelled and my money refunded. There is no indication of this on my American Express. She also said I would get an email about this, no email has ever arrived. I have written to support twice since then and gotten no response . No one will give me any answers , they just say call and when I do , they make me start over again and do nothing. I am at my wits end. I have no control over the subscription it does not appear on my Google account. Still they are charging me for a doorbell I no longer use .
Our team has sent you an email for further details, let’s continue through that channel. Should you have further questions and concerns feel free to reply to the email that was sent by our team. Also, please be advised that this thread will be locked after 24 hours.
Thanks for the help here, Emerson.
I think for this you would want to talk to a Google Nest Tech person on the phone. Here is the link to open a support ticket and be able to get them on the phone....
Thank you both for your replies, I have contacted them by phone and I have two case numbers at present. Now let's see if they actually do something about it. They don't seem to understand that they took away my access to my old account. They are the only ones who can cancel this, I no longer have access to my own account