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Nest Doorbell is connected to another account

Adamjkwong
Community Member

 

 

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. 

 

7 REPLIES 7

Adamjkwong
Community Member

6-9475000033138

Adamjkwong
Community Member

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
Community Member

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

Adamjkwong
Community Member

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

Adamjkwong
Community Member

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
Community Specialist
Community Specialist

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
Community Specialist
Community Specialist

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