Very very dissappinted

[chrisjnewton]

I just got a new nest camera after having older nest cameras fir a few years. The camera only works though gooe home app. Every time I turn around this nest stuff gets more expensive, with subscription fees, and buying separate out door cables and longer cables. I'm very frustrated and returning it all . I will no longer use any nest products or su bscribe to the service  nor will I recommend it to anyone. Google majorly screwed up nest. It was once a good service, now it's a frustrating overly comicated cash grab. 

[Turnbacktime]

I share your frustration. I bought a new floodlight camera only to find it didn’t work with the Nest App only with the Home app. But my original wired camera only triggers notifications, and can only be configured, by the Nest App. So you have to keep both apps installed and working. Given the very limited number of Nest devices there really is not excuse for that.

Not only that, despite the claims about it being done to provide a better integrated experience across cameras, thermostats and other smart devices, the Home app is actually pretty poor. It is lacking in basic functionality and seems to be an after thought. You can’t assign different access privileges to different people who have access. You can’t use familiar face to avoid generating notifications that the camera has seen a known face.

if I had known what I now know, and Google don’t make it obvious before you buy, I wouldn’t have automatically gone for a second Nest device.

[Bd3500]

Agreed - the nest product management team I think rushed these products out and didn't consider the holistic user experience.  Its been an absolute disaster that I am sure they are aware of, so hopefully they fix it soon.

[Brad]

Hey folks,

Thank you for your feedback on this issue, I fully understand the frustrations of not having your new Nest Cams in the Nest App or available on https://bit.ly/3HtBgJC web app. I can imagine having to use two different apps at the moment is quite daunting, and could lead to frustration. 

However, the new Nest cameras and doorbell are exclusive to the Home app because we wanted to create an integrated experience with your speakers and displays. A Nest Aware subscription applies to all of your cameras, speakers, and displays in the same home structure. Thank you for your continued patience, and support. I am more than happy to assist you further with this inquiry if you wish. Please let me know.

Best Regards,

Brad.

[Turnbacktime]

Brad

having two different apps isn’t daunting. It is frustrating and unnecessary. I am not joking when I say that if I had realised the two cameras weren’t properly supported within a single app I would have looked at possible alternatives to the floodlight cam, with the aim of replacing my existing Nest cam at some point. It really nullifies the logic of going for another Nest Cam.

As someone with many years experience in software product management, development and support I must say that your logic in not having the old Nest cams in the Home  app because you wanted to provide a unified experience across cameras, thermostats, smoke alarms etc is debatable. If not just plain strange. I suspect a fair number of people buying a new Nest cam already have one of the old models, and you have alienated them in one fell swoop. The fact that new and old cameras aren’t fully supported in the same app isn’t made clear in any pre sales documentation. You maybe, just, hint at it by saying the new cameras need the Home app with no mention of the Nest app. You certainly don’t make it clear.

What is more logical. Full access of all similar devices in one place. Or access of several unrelated devices in one place. It would be less irritating to have a separate app for thermostat and smoke alarm, than two apps for cameras. And given the, relative, lack of age and number of old type Nest cams it wouldn’t have been a major job to integrate them into the Home app. Is this just a temporary shortfall or is it always going to be like this?

I would also say that the Home app seems incredibly “thin” and immature for a released product from an outfit like Google. It is good to be able to provide access to multiple people. But severely lacking in not being able to set access privileges to different people. Eg having my wife and I as “managers” is fine, but it would be logical to be able to set our daughter to just be able to view cameras and get notifications. We don’t want/need her to be able to adjust settings. And I suspect that is a pretty common situation. 

All in all it has to make one question Google’s commitment to the smart home. Or at least their vision of what it requires to be successful. It is certainly making me look again at my choice of smart thermostat and smoke detectors for later this year.

[Brad]

@Turnbacktime

I just wanted to jump in real fast and thank you for your feedback. I understand that this is frustrating, and I of course do not make these choices personally, but I can see how they affect our users. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app

• At the top right, tap your account.
• Tap Feedback 

• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best regards,

Brad.

[Turnbacktime]

Brad

i have already done this. I haven’t had any response. I don’t know if I should expect any.