Wired floodlight battery running low, camera in IDLE

[Jamesauser]

Over the last few weeks my floodlight has been entering IDLE mode and the battery is draining and not charging.    Google support has been unable to assist and only provide generic responses.    I'm trying to process a warranty exchange since it's only a few months old.    The power is good, contacts to the camera are clean and no moisture is present, the camera is not too hot or cold, I can view the love feed if I click on "live feed" but the camera returns to IDLE.   The battery is slowly draining.   The behavior is as if there is not a reliable power source.   My opinion is the charging function of the camera is failing.

I'm creating this post because the other posting with the same exact issue are locked out due to generic "answers" to the issue.

[MplsCustomer]

@Jamesauser 

Is your power cord plugged in securely to the bottom of the camera with the cord feeding towards the FRONT of the camera? Is power always turned on to your floodlight camera? (Those are all issues that have come up in this forum.)

[EmersonB]

Hello everyone,

@Jamesauser, thanks for reaching out here in the Community. To confirm, how many Nest Camera with floodlights do you have? What is the light status of your Nest Camera? Have you tried restarting your Nest Camera? Looking forward to your response.

I appreciate the help, MplsCustomer.

Regards,
Emerson

[EmersonB]

Hi Jamesauser,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Camera? We would appreciate it if you could share the information I'm asking above. So that we could take a closer look and assist you further.
 
Thanks,
Emerson

[Jamesauser]

Sorry, I commented on this a few days ago.  I'm not sure what happened. 

So the power is good.  I believe the issue is something to do with the charging component of the floodlight base (or the battery's ability to charge).  Either way, a RMA was issued with Google.    I will update once the RMA is delivered and back online.

For others experiencing the issue, the floodlight camera began going into IDLE mode a few months after use.  This usually indicates a loss of power scenario.  But like I said, the power is fine.  Randomly the unit would begin charging again and go back to live view.

I tried resetting the unit, checking all connections, checking for moisture on the connection to the camera, etc.   It took multiple attempts to resolve with Google support l, I had to push for the RMA.   RMA currently in process.

[EmersonB]

Hello Jamesauser,

We appreciate you getting back to us and for sharing here your conversation with our support team. It's nice to know that your replacement is on its way. I'll keep this thread open for a few days and wait for your update. Let me know if you have further questions.
  
Best,
Emerson

[Jamesauser]

Please keep this thread open.   I am having an extremely difficult experience with nest support.       The wrong camera was sent as a replacement.  And I am struggling to get the RMA corrected.

[EmersonB]

Hey Jamesauser,

Oh no! Were you able to contact our support team again? If so, please post here your case ID so that I can take a better look. Looking forward to your reply.

Best,

Emerson

[Jamesauser]

Thank you for attempting to resolve this.   Im getting EXTREMELY frustrated (which you can see in my case notes)

The timeline is the following:

-Support started an RMA based on the serial I provided (serial on the camera)

-I sent back the whole defective floodlight (unknowing that the floodlight had its own serial)  

-google recieved the return on 6-2-23

-a replacement was sent out the following day but I noticed on the notification email that a outdoor battery camera was being sent (not a floodlight)

-This started several nights and many hours with support trying to resolve.

currently the last response is (we do not have an update)

Case ID 3-2901000033904

there were a few other case numbers listed related to this, but they look like they consolidated them.

[Jamesauser]

I've submitted a BBB complaint regarding this case.

Google has had my return since 6-2-23.    Customer service seems unable to resolve my request to generate a new RMA so I can sent back this incorrect camera and receive the proper floodlight that was sent in originally (6-2-23)

[EmersonB]

Hello Jamesauser,

We understand where you're coming from and this is not the experience we want you to have. We appreciate you sharing all this information. I've checked your case and found out that they've received your device and they sent out your replacement. We just wanted to make sure if you're able to receive it? Let us know your update here.

Thanks,
Emerson

[EmersonB]

Hi Jamesauser,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Regards,

Emerson

[EmersonB]

Hey Jamesauser,

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.

Best,

Emerson

[Jamesauser]

This issue is resolved.   It became one of the worst customer services experiences I've delt with.    I was extremely disappointed in the way Google handled the whole situation.     

Thank you for following up.

[Lance_L]

Hi Jamesauser,

I’m glad to hear that your issue is fixed. I'm sorry that you had to go through this, and I understand how you feel. Rest assured that we'll take your experience as feedback. We'll learn from it and deliver a better experience in the future.

It looks like I can consider this one complete, so I will lock the thread after 24 hours unless I can help out with anything else.

I appreciate the help, Emerson.

Best,

Lance