Drop Cam Replacement Offer

[Vincefont]

I received an email on April 7, 2023 and another email today informing me about my free Drop Cam replacement.  When I click on the link on either email, I get directed to the website to buy a Drop Cam and on the checkout page, I'm being charged $107.74.  I'm hesitant to press "confirm purchase" because a rebate wasn't applied.  There is an ability to add a promo code but there was no promo code on either email.  

[Obedv · Accepted solution]

Hi folks,

Apologies for the earlier confusion. If you are looking for additional information about the end of support for Dropcam, Dropcam Pro, and Nest Secure please visit our recent blog for more information.

Eligible customers were sent emails and in-app messages containing details about the offers available to them. If you did not receive an email or message, or if you are having trouble redeeming an offer, we are unable to assist further in the Nest Community. See below for the options depending on your situation.

For questions about Dropcam and Dropcam Pro, please reach out to our support team through the following page: https://goo.gle/31i1U5t 

If you’re having issues redeeming an offer for Nest Secure, please fill out this form. 

Kindly,

Obed

[Jenelyn_O]

Hi Vincefont,

Thanks for checking it with us here in the Google Nest Community forum. We'd like to check for options. Please fill out this form and let me know once you're done. 

Best,

Jenelyn

[Vincefont]

I'm done

[EdmondB]

Hi everyone, 

@Vincefont ,we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 
@W0nda8 , do you also have dropcam but haven't receive any email about the replacement? 

Best,
Edmond

[W0nda8]

Yes I received email but doesn’t allow me to order the second one either. 

[EdmondB]

Hey folks,

@W0nda8 and @cmpatter, we'd love to help you out with this. Could you please fill out this form? Once you're done, just let me know.

Cheers,
Edmond

[W0nda8]

All set. Completed form again. Thanks. 

[gabbyc6411]

Hi, i've filled out the form as well, would love your help

[CamOne]

I’m also having trouble with my code not working. Can you place help so I can order a replacement. Thx 

[EdmondB]

Hi W0nda8, 

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Regards,
Edmond

[W0nda8]

me too!.

[pedrokoz]

How come the discount does not apply when I try to order 2 replacements for my DropCams ?

[Obedv]

Hi @pedrokoz, 

Thanks for posting. Here's how your discount works:

• Nest Aware Subscribers: Get 100% off! You just need to be an active Nest Aware subscriber to redeem the discount.
• No Nest Aware Subscription: We're offering you a 50% discount on your new camera.

For more information, please see the following thread.

Don't hesitate to reply to this thread if you have any further questions.

Best regards,

Obed

[pedrokoz]

there is no place to enter the discount. It calculates it in full. And the customer service sucks. No telephone first of all. Second, I gave them the three serial number of each of my DropCams and which are active on the app and Nestcam website and they still said they "will get back to you".  What a F-U company Google has become. No customer service and they "have to get back to me"   ?  ?  ?  ?  ?  ? No wonder ecobee is kicking their ass.  These people GET ON THE PHONE WITH YOU 

[Obedv]

Hi folks, 

I'm sorry for the inconvenience you're experiencing with redeeming the promotion code. To assist you further, you can contact us by filling out this form: Contact Us and a representative will assist you. 

I hope this helps. 

Regards,

Obed

[gabbyc6411]

Has anyone received a reply using the form ? I’ve filled it out several days ago and no one responded 

[CamOne]

I filled out multiple forms, spoke to three people on chat and no one could provide a replacement code nor help process the first code that didn’t work. This is really bad customer service and then you turned off the dropcams. I was suppose to get a new code emailed and it never came. 

[gabbyc6411]

did you fill out the form ? is it a waste of time?

[pedrokoz]

Total waste of time.  You would think Google would have a phone number for the store where you could simply call, give them you serial numbers, and complete the discounted sale. But No

[Obedv · Accepted solution]

Hi folks,

Apologies for the earlier confusion. If you are looking for additional information about the end of support for Dropcam, Dropcam Pro, and Nest Secure please visit our recent blog for more information.

Eligible customers were sent emails and in-app messages containing details about the offers available to them. If you did not receive an email or message, or if you are having trouble redeeming an offer, we are unable to assist further in the Nest Community. See below for the options depending on your situation.

For questions about Dropcam and Dropcam Pro, please reach out to our support team through the following page: https://goo.gle/31i1U5t 

If you’re having issues redeeming an offer for Nest Secure, please fill out this form. 

Kindly,

Obed

[Yavuz]

It has been weeks I have written about the issue.

The only answer I got was about my comments being removed or moved somewhere I can not reach.

I do not see where you moved it.

I don't see any feedback from your side.

I dont see any progress.

Dropcam being bought by Google years ago is not my problem, while buying these products there were no terms about software support limitations.

No for 2 wks there is only 1 camera working properly... Who will be respinsoble for the lack of safety you are causong at my home. Google decided to supoirt a product out of blue and is not proosing any solution...

[CamOne]

I’m also having trouble with my code not working. Can you place help so I can order a replacement. Thx 

[bucket223]

Hi Specialist,

I have 2 dropcams and active subscriptions for them. I was able to redeem a replacement for one. It would not let me order a second replacement for free. Please help.

[nukeguy]

I am being run in circles trying to contact someone in regard to Dropcam Pro camera replacement.  I cannot get an answer to my questions

[cmpatter]

I have 3 drop cams that I use on Nest Aware and currently pay the subscription.  When I try to order the free replacements, it only allows me to order 1 (which i haven't done yet)  How do I get at least 2??

[Prcorrker]

I have the same problem. How can I get the promo code. Thanks

[pedrokoz]

Google has gone down hill.  No support by phone.  WAKE UP GOOGLE ...... the phone was invented in 1876 and si far more productive than texting or talking to some bot

[Unperson]

I am posting this (intended as email) here as the only apparent means of communicating with Google Nest support (as directed by the call back tech support rep)

-------

Hello

I am the owner of a Dropcam Pro camera that I originally purchased from Best Buy. This purchase contract included various fee based options for access to online video storage and also the option for live feed viewing only at no cost (which I used). Subsequently, Google/Nest acquired Dropcam Inc. I received two emails [29 February 2024 and 2 April 2024] stating that Google/Nest arbitrated a corporate decision to end all functional service and support for Dropcam (Pro) owners as of 8 April, 2024.

My primary use for my Dropcam Pro camera was live stream motion monitoring and alarm notification for local security. As per Google/Nest's email, this function and service was terminated on 8 April, 2024. As far as I understand, due to proprietary and technical designed constraints, my camera has no other feasible function and, as a result of Google/Nest's termination of support and service, is now completely useless despite the fact that my camera is in pristine physical operating condition and that the live video streaming and notifications were working flawlessly.

I believe the termination of my camera's functionality and the live feed video streaming service constitutes an infringement of the contract made with me in good faith with Dropcam Inc when I purchased it. There was no service/support deadline clause. And I believe this contract ethically and legally extends to any entity that acquired Dropcam Inc.  Google/Nest has stated that their decision to do this is motivated in the interest of their business operations (which I presume is associated with their recent partnership with ADT Inc.) as it has become burdensome to maintain. But is also done ENTIRELY at the detriment and cost of owners with functioning Dropcam Pros. 

In the two emails I received was an offer to acquire a replacement camera at a 'reduced' cost. I cannot understand how Google/Nest considers this an equitable alternative to the fully functioning security camera and free live video stream and notification that I had until it was arbitrarily terminated on 8 April, 2024. This divests the owner of an already functionable camera of more capital for new equipment, and also a required subscription fee.

I post this in a spirit of objectivity and principle, not confrontation nor hostility. I am sincere in my belief that this action is outside legal and ethical bounds. However, there could of course certainly be legal/ethical indemnifying circumstance regarding Google/Nest's action that I am unaware. If so, I would be grateful if you could cite any of this information in order to enlighten me of what I may be misunderstanding and give me peace of mind. If not, and apart from that, I hope there is something that can be done to to remedy what I believe is an unfair action.

Respectfully

[LucSr]

I agree with you 100%……Very well stated??👍

[jack3127724354]

I never saw the replacement offer. It probably went to my wife's old hottmail account which she frequently cleans up,  Her Junk mail there get autmatically deleted a fte r a month or so.

Can you resend it to her email (which we originally used to setup dropcam about 10 years ago) or to my Gmail?

[MplsCustomer]

@jack3127724354 

Judging from other posts in this forum, the Dropcam replacement offer went only to customers whose Dropcams were active on a Nest Aware subscription a month before the April 8 offer, so the offer should have gone to the email attached to your Nest Aware subscription.

I don't know how or even whether you can get a replacement email. If you want to contact Support, you can use the link and instructions in the post below:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[zoeuvre]

Hi folks, 

@jack3127724354, thanks for reaching out, and I'm sorry to hear about the situation. I want to check if you managed to see the response above. You may also check on this article to learn more about it. Please let us know if you still have questions or concerns, as we'll be willing to assist you more. 
 

I appreciate your help, @MplsCustomer. 

Best,

Zoe 

[jack3127724354]

Here is the latest.  I used the instructions from MplsCustomer and contacted Google/Nest support.  I was surprised how easily I got a real person.  After going through two levels and multiple account verifications and holds their story is that it is too bad I don't have that email from April (if they ever sent me one) because that seems to be the only way to get the offer code.  They cant just re-send it.  They are escalating to Engineering (do we really need engineering to get me an offer code?) and will get back to me in the next day or two.  They did not sound optimistic.  I have subscribed to nest aware for 10 years  and have 3 cameras so I should get two free new ones.  I will update everybody once they get back to me.

[jack3127724354]

They came through and sent me a promo code today.. Just ordered my two free nest cams.  Thanks to everybody for the assistance!

[EdmondB]

Hi there, 

Thanks for keeping us in the loop, and I'm happy to hear that this has been sorted out. If you need further help, let me know.

Best,
Edmond

[Chris2399]

I have 3 of these stupid cams n had nest aware for over 10 years. These cams were over $200 and I had to buy them at home depot. I’m sick of these lazy people who don’t want to just upgrade software for a perfectly good working cam. What other cams are still going 10 years on without issue. They say they emailed people with the cams but alas they did not. I’ve been trying to get some sort of code for my issues to get my cams. To be honest the had a xmas sale and had them at something like $60 if u knew where to look. I have three of these at this point I’d settle for 2 free and I’ve heard they’ve been giving 50% off codes as well. I seriously needs some help. I can get my personal info easier than dealing with Google. They’re really a crappy money hungry dump of an organization. 

[JudiAnn]

i agree with you totally,  I too have had Nest cams for about 10 years!!

[Lee74]

I was just looking through my spam folder and found the email. Looks like it came through on 2-29-24. So I was able to redeem both free cameras.

[karencat]

I have 4 next cams and only able to get one camera.  The link would not let me get two although it offered two and I have been subscribed since 10 years ago non stop.

[Stevep30]

I’m having issue with my code not working for my 2 free upgrades. Can you assist?