complete and utter failure of support

[ktiedt]

We have a fair number of Google battery cameras... They have been constantly getting worse about notifications being "in zone" or not... Like today, we got notifications that there were vehicles on our property... pull up the cameras and no vehicles... What. The. Hell? Right? Pull up the history and check the notiifcation and the vehicle in question was never close to the zone it triggered in... opened a twitter support issue, they literally just stopped responding after I asked for them to clarify how their ONE idea would possibly help.

They wanted me to add a second zone to *EVERY* camera, and set that zone to "do not notify". I know what you critical thinkers are asking... It was the same question I asked, "How do you expect this to fix anything, when it is literally relying on the same busted feature?" 

So I called the phone support... they also could not answer the question, could not escalate to a manager, but supposedly could escalate to "tier 2", but then hung up after 5 minutes of being on hold for that purpose... 

Neither support person gave a case ID, no so ironically. both asked for one, yet... neither generated one. Would be really swell if anyone from @Nest or Google actually gave a **bleep**... this is really getting to be old and very tiresome method of "support" to deal with.

[MplsCustomer]

@ktiedt 

We've had a Google Nest Camera (Battery) for a year, plugged in at all times with the optional power cable and a Nest Aware Plus subscription. It's "Live" all the time, records 247/7, and functions well, except for the functions it lacks because it works only in the Google Home app.

However, the impression I get from other posts in this forum is that, when running on battery power, the battery cameras seem to have difficulty capturing events completely because their normal state is in "Idle" mode, and when an event occurs, they have to "wake up" and start capturing the event. Some posts say they miss events, or the recording of the event starts too late.  Perhaps that is part of what's happening to you if your battery cameras are running on battery power.

[ktiedt]

The product name includes battery, the problem has nothing to do with battery or not. Happens regardless of power source.

[EmptyNester]

Maybe call them back and ask the to replace the cameras.  Something is clearly wrong with them.

Good luck

[ktiedt]

I was hoping for at least, a few minutes of troubleshooting effort from Google before demanding thousands of dollars in replacement hardware. So far, support has effectively "hung up" 3 times now, going radio silent via chat and hanging up via phone during "escalation holds".

[MplsCustomer]

@ktiedt 

Yes, "battery" is in the product's name, but in our experience--and apparently in the experience of other customers (judging from comments in this forum)--the camera functions poorly when running on battery power. Ours is plugged in all the time, and when it is plugged in, it does fine at detecting events. However, just now, I tried turning off power to the camera, and--several minutes apart--walked back and forth directly in front of the camera twice. While on battery power, the camera failed to either detect or record either "person" event. However, while plugged in before and after this test this morning, the camera detected 3 "person" events, and recorded them as part of its 24/7 recording.

You might have something else going on with your cameras--and perhaps have faulty cameras needing replacement--if you are getting notifications without any recorded events. Or maybe its another flaw when running on battery power.

[ktiedt]

Again, you are reading things that were never said. I never said there was a problem recording events. Let me quote the important bit you keep ignoring.

"Like today, we got notifications that there were vehicles on our property... pull up the cameras and no vehicles... What. The. Hell? Right? Pull up the history and check the notiifcation and the vehicle in question was never close to the zone it triggered in..."

[Mlabrador]

Hello folks, 

Thanks for posting. 

@MplsCustomer @EmptyNester, appreciate the help! 

@ktiedt, I'm sorry that you had to go through this and I understand how you feel. Could you please fill out the form for us to check more into this? 

Keep me posted. 

Regards, 

Nikki 

[ktiedt]

Done, but I'll withhold any celebrations considering I have 2 case ID's one with the manager and one with the support staff, and neither of them seem intent on even doing their jobs.

[EmersonB]

Hi ktiedt,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

Thanks,
Emerson