Replacement camera does not work, I called and you said you'd send another replacement. When?

[corporateCamera]

Replacement camera does not work, I called and you said you'd send another replacement. When?

It's been a while.... your phone rep said you were sending it.  But NOTHING. 

When is the replacement camera coming?

me 

[Jeremyg]

Hi @corporateCamera!

Thank you for posting in the community. I'm sorry that you're having troubles with the replacement camera. I understand how frustrating this can be. I'm here to help.

In order to receive further assistance, please fill out this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Best regards,
Jeremy.

[corporateCamera]

I have completed and sent the form.  

Here is a brief synopsis. The camera in reference is nearly 5 months old.  It was sent to us because the previous camera was "outdated" and was no longer going to be serviceable or operable with Nest.  We currently have 3 cameras on our google account and pay to have video back up storage with nest/google.  The other cameras have never been an issue and we never had an issue until we received and started using the replacement camera.  It has never worked well and has had connectivity issues from the beginning.  Anyway, on Dec 1st I decided to call and ask for a replacement because the current replacement camera went from intermittently not working to completing not working. We did a bunch of trouble shooting and the camera just isn't working.   The google/nest rep said she would mail out a new Next camera and she would send a post paid package to return the old/inoperable camera.  She said it would a few days.  It has been three weeks and still, nothing!  Where is our replacement  camera?  And do you still want the old one?  

[corporateCamera]

and Thank You for your assistance!  

[Jeremyg]

Hi @corporateCamera!

Thank you for the follow-up. It seems that there is something missing; could you please fill out the form again and make sure that you provide the thread title or link and your username in the community? Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Best regards,

Jeremy.

[corporateCamera]

Jeremy

Respectfully I ask, is this 4th times a charm? Or 5th? I can’t keep track. 

Perhaps this is getting routed through the DMV or the postal service? This can’t be one of the biggest tech firms in the US.  What is going on? How many times to I have to ask and explain this?

Where is my replacement camera? 

[Jeremyg]

Hi @corporateCamera!

Thank you for the follow-up. And also sorry for the inconvenience that you are having to get in touch with one of our specialists, but it seems that there is something missing; could you please fill out the form again and make sure that you provide the thread title or link and your username in the community? Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Best regards,

Jeremy.