05-25-2022 04:10 AM - edited 05-25-2022 04:13 AM
If you still have the original 24x7 recording plan, pay careful attention to your billing. A couple of days ago there was an event I needed to look up on the camera, but I started having trouble watching playback in the app. The video would freeze up, events suddenly showed a few frames, or just stills, rewind did not show "offline" but there was no video. Figured Nest service was having issues. This happens from time to time, usually goes away in a few minutes. Next day, still doesn't work. Went to check more on it and find an email from nest, saying they cut off my service for non-payment. WTF?? I check my email history, that is the only email on the subject.
So I jump through all the hoops to contact the customer support (they don't make it easy, do they) and all they can say is that "something went wrong with the payment", but they can't tell me what, and if I want to restore the service to what it was, I need to sign up for the new, (obviously more expensive) plan. But they are "really sorry and understand that I am unhappy, but can do nothing to fix this unless I pay more".
I understand that billing mishaps happen, but this is clearly not an accident - because they had ample time to contact me and let me know there was an issue - not a single email or notification until AFTER they cut the service and it was too late to do anything about it. But what really gets me is that during the same time, they had no issue charging me the for Google One renewal. I am sure if that didn't work, I'd get immediate notifications and emails.
Searching around, I found I am not the only one they used same tactics with. So, if there is a way, pay close attention to your renewal ! Make sure there is no "mystery issue", and when it shows up, you can at least attempt to resolve it before it is too late. They will not tell you about.
Look, I get they want to charge more money, everyone raises rates from time to time, but why play these games? Just admit you have to go back on the promised rate, raise the rates and be done with it. It is unpleasant, but it happens. Instead, I just feel scammed and lost any remaining trust in the company. In the recent years they are really working hard on putting that whole "Don't be evil" thing behind them across all the products. For now, I am on a "trial" sub, evaluating alternatives
05-30-2022 08:24 AM
I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.
If you need anything else, please let me know.
06-02-2022 08:28 AM
Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. Please let me know if you need further assistance.
06-05-2022 11:03 AM
I am not sure there is much in terms of conversation. I am told there is nothing can be done by Google about this "mysterious mishap" that would increase my costs by 50%. Perhaps another brand would work out better, or at least more trust worthy 😕
06-06-2022 08:19 AM
At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.