I have a Dropcam and was trying to get it replaced with the 50% discount code since it isn't on Nest Aware. It wasn't showing up in my cart, so this morning, I go to the live chat for help. I am transferred around to 5 different reps, since they needed a "dedicated team" to help me. Eventually, they say "Let me transfer this case via email and they will contact you within 24 - 48 hours via email." A few hours later, I get an email from Steve that says "In order to assist you further, I request you to get back to us through live support, so that we need to have more account information to check the details and provide you with the resolution."
So I go back to the chat. This time I am transferred to 6 different reps for the same reason of getting me to a "dedicated team". And again, they say "Please be assured, I will get back to you with an update on this within 24-48 hours via email." An hour or so later, I get an email from Steve (again) that says "In order to assist you further, I request you to get back to us through live support, so that we need to have more account information to check the details and provide you with the resolution."
So now I am in this comically dystopian circular loop. Google/Nest has decided to sunset the Dropcam, which is fine. It is a business decision. But they need to have the right customer support processes to follow-through on their basic promises for the discount, and someone on their customer support team needs to take ownership of the problem and solve it. Any other consumer centric company would enable reps to say "yes, let me apply the 50% code now and ship you the new camera". These are basic operating principles and Google/Nest have failed here.
