Terrible Customer Service

[Dublete]

While looking for more details on my Google nest battery cam, I came across this safety info highlight in googles website stating “If your camera did not come with a secure loop, contact customer service to request for one.”  Apparently this is a safety cable designed to prevent the camera from falling onto someone in case it gets dislodged from the magnet.  When I contacted Google customer service to request the secure loop , they said my camera is out of warranty so they refused help me.  HOW IN THE WORLD IS SAFETY ONLY COVERED DURING WARRANTY PERIOD! TERRIBLE CUSTOMER SERVICE!   Why even post in their website to contact them if they will only turn around and refuse to correct an obvious safety concern.  

[Lance_L]

Hi Dublete,

I’m sorry to hear what happened. Do you have the case ID from Nest Support that you can provide so that we can check?

Keep me posted.

Best,

Lance

[EmersonB]

Hello everybody,

@Dublete, we know where you're coming from and this is not the experience we want you to have. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

I appreciate the help, Lance.

Thanks, 

Emerson

[EmersonB]

Hey Dublete,

I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

Regards, 
Emerson

[Dublete]

I gave all the info including serial number and where and when purchased to customer service.  What more do you need?   Why are you asking me to fill out a form describing the issue I already described.  Why can’t you just say “ please send me your address so we can mail you the secure loop for your 3 cameras.

For God’s sake, it’s just a piece of braided wire that’s screwed onto my nest camera with the other end of the wire looped and attached to the magnetic holder for anti drop protection.  I’m glad we have this tread which gives weight to your irresponsibility regarding this safety issue.  I hope no one gets hurt from a camera accidentally dropping onto someone be it accidental or magnet base failure.  WHY DOES GOOGLE POST THE SAFETY CONCERN BUT REFUSE TO FIX IT BECAUSE IT IS OUTSIDE THE WARRANTY PERIOD?  

SAFETY SHOULD NEVER HAVE A WARRANTY PERIOD!

[EmersonB]

Hello Dublete,

Thanks for getting back to us. We know where you're coming from and we really wanted to help you out with your concern. We wanted you to fill out the form so that our support team can check options to assist you. Let us know if you're done with filling out the form.
  
Best,
Emerson

[EmersonB]

Hey Dublete,

We wanted to make sure that everything is covered here. Were you able to fill out the form? Let us know your update here.
  
Thanks,
Emerson

[EmersonB]

Hi Dublete,

We haven't received your form — were you able to fill it out?

Regards,

Emerson

[Dublete]

I gave all the info including serial number and where and when purchased to customer service.  What more do you need?   Why are you asking me to fill out a form describing the issue I already described.  Why can’t you just say “ please send me your address so we can mail you the secure loop for your 3 cameras.

For God’s sake, it’s just a piece of braided wire that’s screwed onto my nest camera with the other end of the wire looped and attached to the magnetic holder for anti drop protection.  I’m glad we have this tread which gives weight to your irresponsibility regarding this safety issue.  I hope no one gets hurt from a camera accidentally dropping onto someone be it accidental or magnet base failure.  WHY DOES GOOGLE POST THE SAFETY CONCERN BUT REFUSE TO FIX IT BECAUSE IT IS OUTSIDE THE WARRANTY PERIOD?  

SAFETY SHOULD NEVER HAVE A WARRANTY PERIOD!

[EdmondB]

Hi there, 

I genuinely understand the inconvenience you have faced. Could you share the case ID from your interaction with our support team so I can take a closer look?

Best,
Edmond

[EdmondB]

Hey there,

Checking in to see if you still need help. Let me know if you have additional questions.
 

Best,
Edmond