Dear Nest Support Team,
I’m reaching out regarding a frustrating experience with my Nest Aware Plus subscription.
Your online advertisements — including comparison charts and product descriptions — clearly promote that Nest Aware Plus includes 24/7 video history. That was the ONLY reason I chose to upgrade to the Plus plan.
However, after subscribing, I discovered that 24/7 video history is only available on certain cameras that are hardwired. This critical limitation was not stated clearly in your marketing materials or plan comparison charts. As a consumer, this feels misleading and incomplete. I expected that any camera I own — especially when plugged in — would be eligible for continuous recording under the advertised features of Nest Aware Plus. I recently had an incident needing 24/7 history but cannot retrieve it.
Had this condition been clearly disclosed, I would not have chosen this plan.
I’m requesting the following:
Clarification and transparency regarding which camera models are compatible with 24/7 history under Nest Aware Plus.
A refund or downgrade with partial refund of my current Nest Aware Plus subscription, as the plan does not provide the features I was led to believe it would.
I hope your team can address this issue, as I’ve otherwise enjoyed the Nest ecosystem and would prefer to continue using your services — provided expectations and features are presented transparently.
Thank you for your time and support.
