Nest Floodlight camera on going issue

[gadgettr1]

So, I am STILL having an issue with not having floodlight control (floodlight app inside the Google Home app has gone missing). Originally it started with the floodlight app just being offline.. now the app is totally missing (after following directions from Nest/Google personal for resets etc) which of course involved multiple trips up and down the ladder to reach the floodlight. I've got multiple Nest cameras including 2 other floodlight cameras so it is NOT an install issue (this one was working fine for several weeks before this issue), the router has not changed, my internet has not changed etc etc. Back on Jan 27 I spoke with several representatives on the phone (I was handed up the chain several times) that ended with the last person saying he was sending it up to "hardware" for questions/resolutions and I was told he would contact me the following day..... CRICKETS!! I have not heard from anyone since. The case I: 6-2131000034027 is the case number I was given.

Solutions??? The floodlight is continually going off with me having no control over it. I'm sure my neighbor is not too excited about it either. (at least the light is pretty bright)

Charles

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[Spaghetti69]

If the camera has no connectivity issues, only the floodlight I'd say the floodlight isn't talking to the attached camera and is faulty. I have 3 and the only time I can't control them is when the camera locks up and needs reset. Something that happens too often

[EmersonB]

Hello everyone,

@gadgettr1, thanks for posting here in the Community and for sharing your case ID with us. I saw they are asking for some information with regards to the serial number of your Nest Camera. They emailed you last January 28th and in case you can't see it through your inbox, you might want to check your spam, junk or trash folders. I'll go ahead and tell them to send you a follow up email. Let us know if you have other questions.

I appreciate the help, MplsCustomer.

Best,
Emerson

[gadgettr1]

I checked my email and my spam and found a missed email (from Feb 15) and sent them the serial number for that particular camera.

Charles Drayton

[Brad]

@gadgettr1 

Thank you for letting us know that you have sent in the information they were requesting. Please let us know when you have contact again as support should be assisting you moving forward with this concern.

Thank you for all your help here, Emerson!

Best regards,

Brad

[Brad]

Hi there, 

I wanted to check and see if you have been able to reach back out to support regarding this thread. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

I wanted to pop in and see how things are going. Please let me know if you still need help. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[LetDown1]

Don't expect much help from Nest support. They'll just walk you through an endless loop of factory resets, app resets, asking for phone info, etc. and then just transfer you to another person who does the same thing. Then they'll tell you they're having their engineering team look at your issue and you'll never hear from them again. When you call back and open another ticket, you'll go through the exact same thing again and you'll hear nothing from them again. I've wasted at least 4 hours in that loop. I then posted about my issue on this forum and a "specialist" asked me for my ticket numbers. I provided them and guess what? I never heard anything back from that person either. Absolute worst customer service I've ever experienced. I've been an avid Google supporter for years and I'm through with them because of their pathetic service.

[Brad]

@LetDown1 

I am afraid we are unable to assist with this inquiry in the forum, which is why we asked and suggested you work with support. You will want to continue to work with them regarding this thread. Thank you for your patience. 

Best regards,

Brad

[gadgettr1]

I'm trying to work with them. They have offered to replace it, but now they want another serial number that I'll need to get a ladder again... to try and find.

[Brad]

@gadgettr1 

I am relieved to hear that you are working with support on this. We'll leave this thread open for longer then so you can provide that information to them. 

Best regards,

Brad

[janthadeus]

Hi there,

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

Best regards,

JT

[janthadeus]

Hey there,
 

Checking in — how’s it going? Is there any update from our team?

Thanks for the help here, everyone!

Best,

JT