Nest Doorbell is connected to another account

[Adamjkwong]

I have purchased a wired nest doorbell directly from Google, it was connected to another account. I only have one Google account, and I am unaware of any "previous" account holder for what should be a brand new project.

I followed this help page

https://support.google.com/googlenest/answer/9249728?hl=en#:~:text=During%20Nest%20camera%20or%20doo....

I later purchased a new nest wired doorbell, which installed and works perfectly. 

After contacting support today "Alfred"  today 1/25/2023 -- is suggesting that because the camera is already connected to another account, that a return cannot be processed. I don't know who's account this is, THAT is why I am reaching out on support. 

[Adamjkwong]

6-9475000033138

[Adamjkwong]

I've now been passed to "DALE" who is going to assist me . I am told that Dale is Senior support, and will definitely be able to assist me. 

[Adamjkwong]

I've been on this service chat for 1 hour at this time. 

[Adamjkwong]

I'm being told this is outside of the return window. what am I supposed to do with this device, now? 

[Adamjkwong]

I've been on CHAT support for ~4 hours today. 

0-3548000033587 is my folllow up. 

1. They said I can't return the old camera (defective one) 

2. They said I can't return the new camera 

^Both due to being "outside of the return window" 

I noted that I attempted to reached out trying to get support December 29th but was ignored, as such, they're escalating and allowing me to continue on this customer support journey, thank you Ollie, 

[aatienza]

Hey Adamjkwong,

Thanks for reaching out. I've checked the case ID and it shows that our team processed a one-time exemption to replace your camera. Let us know if you have any other questions, we're here to help.

Thanks,

Archie

[aatienza]

Hello there,

As we got our resolution here, I'm going to mark this one as resolved. Please feel free to open up a new thread if you need assistance. 
 

Thanks,

Archie