request a product replacement

[vct1800]

It's been weeks since submitting a warranty claim (in warranty period) for a Nest cam with floodlight but there is no response at all. Can anyone advise what to do next to claim the warranty for nest cam with floodlight? Thanks.

[JillG]

Hi @vct1800 

Do you have a case number? I can ask the Community Specialists to look into this for you.

Thanks!

[Jenelyn_O]

Hi there,

Thanks for reaching out. I'd like to check it for you. Please provide your case number, as it will help us to review your case. 

I appreciate your help, @JillG.

Best,

Jenelyn

[vct1800]

Hi JillG

Where can I find the case number? I just submit a warranty claim. But didn't receive anything. No email or case number...

[Jenelyn_O]

Hi vct1800,

You can find the case number attached to the email. However, since you didn't receive anything, please allow us to review your case. Could you please tell us why you need a replacement and what might be the issue with your Nest Camera? 

Thanks,

Jenelyn

[vct1800]

The camera suddenly start to have some issue, current video quality is quite different from previous. Also the night view is different as well. I can send a video showing the moment video quality is changing. From where you can see the difference. I think some sensor is broken. Here is the link to the video

https://www.dropbox.com/s/ghv7gzs5gll0ilq/Video%202023-06-05%2C%2021%2003%2037.mov?dl=0

[Jenelyn_O]

Hey vct1800,

Thanks for the video you shared. If the camera encounters bandwidth issues and video starts to buffer, it automatically adjusts downwards slightly to prevent the camera to disconnect and will automatically adjust its resolution and compression according to how much bandwidth is available. 

Follow these steps to change the quality and bandwidth settings:

1. Go to the Google Home app.
2. On the home screen, select the camera that you want to change settings for.
3. At the top right, tap Settings.
4. Tap Video.
5. Max setting uses more bandwidth.
6. High settings use a smaller amount of bandwidth.

After that, monitor it and let me know how it goes.

Regards,

Jenelyn

[Jenelyn_O]

Hi there,

Checking if you still need help. Please let me know, as I'll be willing to assist you further. 

Best,

Jenelyn

[zoeuvre]

Hello vct1800, 

Just one quick 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, I would be happy to keep it open. If there's more we can do, just let me know. 
 

Thanks,

Zoe

[vct1800]

@JillG @Jenelyn_O 

Hi Jill, Jenelyn,

Would you please help me to take a look and provide any update regarding the replacement requirement?

Thank you so much!

Regards,

Vincent