tl;dr -
- Device stopped recording live events.
- Faulty device, always idle unless actively viewing live feed.
- Multiple contacts to be told 10 days later, that this is expected behaviour for the camera to not record events while idle (But that the camera shouldn't actually go in to an idle state? Why did it work for the first week or so?).
- Multiple failed follow-up emails.
- Multiple chats ended by support without a resolution.
- Denied official complaint avenue.
A few months ago I purchased a Nest Cam (Battery) and it seemed to be fine. Despite it being more expensive than other cameras and requiring a subscription to store recorded events, I decided to opt for this camera as it would be connected to other google products in my home.
Initially the camera seemed to record events, however after the free nest aware trial ended, the only time the camera actually records events is when I'm viewing the live feed, which is obviously not very useful.
I contacted support on 05/02/22 and after going through troubleshooting steps of trying a different device to view the home app on (I'm not sure why they expected this to make the camera start recording events when not viewing the live feed) and multiple factory resets, the advisor ended the chat on me while I was performing the second factory reset and I was unable to get back through to support the same day.
On 06/02/22, I contacted again to continue troubleshooting and try to resolve the issue. I explained a second time that the camera only records events when viewing the live feed, but not when the camera is idle.
I went through similar troubleshooting steps again and factory reset the device again with the same results. Ultimately I was advised that the issue would be escalated to a senior team and to expect a response within 2 days.
On 10/02/22, I had not received any emails regarding the issue, so I contacted again. Explained the problems again and received apologies that the senior team had not provided an update yet and had new expectations set to wait a further 2 working days for an update.
It is now the 15th, and I have not received any emails with updates, so contacted yet again.
Today I have been advised that the senior team have still not touched this case that has been escalated twice, however the camera will not record events when idle and that this is expected behaviour.
I was offered a replacement device, but advised that I would essentially need to purchase a new camera ("The funds won't be taken from your account, just held"... Which is essentially the same thing! If it's not in my available balance, it has been taken from me, even if just temporarily?)
I requested to escalate this matter as an official complaint, or to speak to a manager and was advised that chats cannot be transferred and further, I cannot raise a complaint.
I have also requested to keep matters text based, so there is a record of what has been discussed and multiple times on the chat I was advised to expect a phone call.
As expectations have been failed multiple times for email follow-ups, I requested that the manager or supervisor email me now just confirming that they will be in touch tomorrow and the advisor ended the chat on me.
I am incredibly frustrated and feel like I have made a huge mistake purchasing this camera and a subscription to go with it.
I am now left with a camera that only tells me and logs something has happened if I actively see it myself viewing the live feed, no avenue for raising a complaint, no option for a refund for a device that is simply not fit for purpose and a subscription that will not be refunded despite it being useless with a faulty device.
I apologise if this post rambles on, but I am incredibly frustrated with the poor experience I have had and the faulty device I am left with.
Will I receive an email or phone call tomorrow from a supervisor/senior team investigating this issue? 3rd time's the charm, but I'm highly doubtful given the poor customer experience so far.
