Stolen Camera

[BiliousBill]

Hello, I this evening have had my nest doorbell battery stolen from the front of my house, I phoned the police right away and reported the crime giving details ect. However at the point of being stolen my app says it recorded 36 seconds of footage and i must wait for the video to be viewed on the cloud. My question is "how long do i have to wait for the footage of it being stolen, already over an hour has passed and nothing" when i go to the time stamp of when it was stolen all i can see is a black screen "what good is this? “ please advice on how i can view and download this important footage of it being stolen so i can see who stole it and show it to the police.

Kind regards, 

Billy

[Anonymous]

It may never load. Happens all the time it just wont load

[BiliousBill]

Hello, can someone in the UK that has had the same issue please advice!

1. As stated above i have just had my nest doorbell battery stolen from my front door, i have reported this to the police here in the UK and been giving a crime number, I have contacted google to get a free replacement camera sent to me like they promise to however google have said they need a police report. So i have contacted the police again asking for a police report and i was told by the police that it is not normal procedure to give out police reports and if they were to it would be a lengthy process as many parties would have to collaborate and document my report request which they are not prepared to do because again it is not a normal process. So my question is am i asking the wrong thing? Surely someone else in the UK has had there camera stolen and seeked to get a replacement, what else other than the crime number did you provide to Google to satisfy there requirement to get your replacement doorbell camera? 
2. Thanks in advance, Billy

[Lance_L]

Hi BiliousBill,

I’m sorry to hear that your Nest doorbell has been stolen — let me help you out.

A copy of the police report is required to submit a replacement request for the stolen doorbell. It is important that you do not remove the device from your account in the Google Home app until the replacement device has been processed. Also, you must contact Google Nest Support within 30 days of the date printed on the police report to qualify for a replacement.

More information here.

I hope that helps.

Best,

Lance

[Lance_L]

Hello BiliousBill,

I wanted to follow up and see if you still needed help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Lance

[EmersonB]

Hello everyone,

@BiliousBill, just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

@Anonymous, thanks for chiming in.

I appreciate the response, Lance.

Best, 
Emerson

[BiliousBill]

Shocking customer service for a customer with many Google devices. If you do not replace my stolen camera you have lost me as a customer and i will put all my remain Google devices on E-bay for sale.

I had explained to a Google representative that the police are being hard work when trying to obtain this police report your asking for and yet you still insist. I am £170 out of pocket from the theft of my camera and for my being housebound disabled that camera was my only way of seeing the outside world 😡😡

[Lance_L]

Hi everyone,

@BiliousBill, we understand that this is not the answer you're looking for, but a police report is one of the requirements of the theft replacement policy for Nest cameras or doorbells.

If you are ever able to get a copy of the police report, follow the guide below:

What to do if your Nest cam or doorbell is stolen

Thanks for the help, Emerson.

Best regards,

Lance

[Lance_L]

Hello BiliousBill,

Buzzing in — do you still need our help? Don't hesitate to reach back if you do.

Regards,

Lance

[BiliousBill]

I have since taken down all my remaining nest cameras ready to sell them and cancelled my nest aware subscription. I have also since spent £700 on a proper cctv system, as for the stolen video doorbell i will go with another brand which actually provides security in terms of allowing me to be able to play back the recording of the theft instead of giving me a grey 39 second video clip that will not play and says waiting to be downloaded from the cloud.  Therefore the camera is much like the after sales guarantee, useless! 

[EmersonB]

Hey BiliousBill,

Thanks for your update. We're sad to see you go and we hope that we can make it up to you in the near future. In case you need help you know where to find us.

Best,

Emerson

[MplsCustomer]

@EmersonBor @Lance_L 

Is it true that, if one of our Google Nest cameras or doorbells is stolen, we cannot access the video of the theft because the camera or doorbell is no longer connected?