Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

[rem1]

I have had a Nest x Yale Lock since early 2019 that previously connected to Wi-Fi through my Nest Guard.  Now that Google made Nest Guard defunct, and I replaced by security system with their new ADT system, I can't access my Nest x Yale Lock.  Per Google's support page, I should be eligible for a Nest Connect to allow me to use my Nest x Yale Lock, but Google is refusing to provide one and says I'm ineligible.  Has anyone else run into this problem?  I was told I'm only eligible to receive the new free Connect if I already had a Connect before, which makes no sense. Any tips or solutions?

From the Google Support website:

"If you currently use Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi, we recommend replacing your Nest Guard with a Nest Connect. Eligible users received an email in January 2024 with instructions on how to receive a Nest Connect at no cost."

[Lance_L]

Hi rem1,

Oh no! I’m sorry to hear that. Can you share the case ID from your interaction with the support team so I can check what happened?

Keep me posted.

All the best,

Lance

[ramiroperdomo]

hi lance i have the same problem, i own a Nest x Yale Lock but i dont own a Nest Connect. According to the new policy/communication google will provide one at no charge. How can i get a new nest connect  delivery so i can continue using the yale lock?. i have talked to 5 people in support through chat and 1 google advisor but non of them are able to assist with this matter. mi email for contact #

[rem1]

Hi Lance - I've had a number of different tickets, but most recently 5-8926000036330 (when I was transferred to the Store Support) and 6-2844000035690.  The people I chatted with were very kind, but can't seem to find a solution. Thanks for your help!

[ramiroperdomo]

Thanks how to proceed to get the best connect shipped? 

[Lance_L]

Hey everyone,

@rem1, thanks for the case IDs. Upon checking, the support team is actively working on your case. Apologies for the delay; rest assured, they’ll reach out to you via email as soon as they have more information to share.

@ramiroperdomo, I appreciate you joining the conversation. I’d be happy to check this out for you. A few questions: do you use Nest Guard as a bridge to connect your lock to WiFi? Can you share any case IDs from your interactions with the support team so I can also check it out for you?

Regards,

Lance

[rem1]

Thanks, Lance.  I've been told that my issue was escalated to the products specialist team, who "determined that you are not eligible for the said promotion, that's also the reason why you did not receive an email, and we can't make an exemption to it."  I'm glad to hear someone else is still working on the issue--my understanding from the correspondence I'm receiving is that my ticket was being closed.

[Lance_L]

Hey there,

@ramiroperdomo, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance

[BobboBell]

Case ID 1-6606000035393.

I use my Nest Guard to connect my Nest Yale lock to Wifi. With the Nest Guard no longer operative in about 2 months, I need the  Nest Connect to link my lock to wifi. According to the Nest App. "Redeem and install your FREE Next Connect before April 7, 2024 to keep this lock connected to WiFi"

Google Nest support has been totally unresponsive. 

I was given a number by a support member (855-836-3987).

I  dialed 2 (support for hardware) to get to the next menu. When i dial 2 ( Google Store)on the second menu, it says that they are closed. When i dial 4 (For Nest) it says the number no longer works)..Does anyone at Google/Nest monitor their phone support system . It's ridiculous.

[ramiroperdomo]

case: 7-6400000036199 but i chat with support from google store, google advisor, etc. basically I do use my Nest Guard to connect my Nest Yale lock to Wifi. After april there is no way to continue using Nest Guard so I need the  Nest Connect to link my lock to wifi. According to the Nest App. "Redeem and install your FREE Next Connect before April 7, 2024 to keep this lock connected to WiFi". I also called support member (855-836-3987) but no one whos how to place the order.    

[rem1]

Hi Lance! Just checking, is the support team still working on my case? It's been a week since that particular ticket (6-2844000035690) was opened (and a month since my first ticket on this issue 2-7893000035772) so want to be sure I know what's going on. 

[Lance_L]

Hi all,

@rem1, hmmm, upon checking, it looks like the case IDs are closed. Don’t worry; I gotcha. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Best,

Lance

[rem1]

Just filled it out, thanks.

[Lance_L]

Hey everyone,

@rem1, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Kind regards,

Lance

[ramiroperdomo]

Lance here another case 3-1100000035278.  Here the latest answer “Yes if you had a Nest Guard you can be eligible but not all customers are eligible.” but no one place the order

[WILLDE]

My question is , Google is removing something that we have because they chose not to work with it anymore which is fine , but why are we the customers , the people that spent their money not be eligible for something that we shouldn’t even have to ask for? I’m also losing my Nest Guard and losing access to my Yale X Lock features thru the App. I haven’t gotten the email to Redeem the Free Nest Connect even thou when I open my Nest App or Google Home it tells me to redeem it. But when contacting Google “I’m not eligible”?!! I should be automatically eligible just by owing a Nest Guard like many people out there should be also.  So you trying to say now I have to spend another $70 out of my pocket to buy something I should be given to ? That’s very bad business and very disappointing coming from Google 

[efa108]

Hi @Lance_L  ,

I have the same issue as @ramiroperdomo I use my Nest Guard to connect multiple Yale x Nest locks to wifi but I have not received an email with instructions for how to redeem a free nest connect. Any help would be appreciated. 

[Lance_L]

Hi all,

@efa108, thanks for joining the discussion. I’d be glad to assist you with this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Best,

Lance

[ramiroperdomo]

done. my primary email account is #

[ramiroperdomo]

hi lance, anything we can do to help and or any updates please. 

[Lance_L]

Hey everyone,

@efa108, We got your form — thanks for filling it out. Our support team has reached out to you via email. Please reply to that email with the requested information so they can further assist you.

@ramiroperdomo, thanks for circling back with the case ID’s. When you get a chance, please fill out this form which is only meant for you to use and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

@BobboBell, thanks for joining us and providing your case ID. I’m sorry to hear that you’re having the same trouble. I’d be happy to look into this for you. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Kind regards,

Lance

[ramiroperdomo]

I use my Nest Guard to connect multiple Yale x Nest locks to wifi. the google store email saying i dont qualify and not details. in the meantime i will have no use whatsoever without a nest to connect.  i didnt receive instruction how to get one. 

[Lance_L]

Hi all,

@ramiroperdomo, we’re sorry to hear that. Just fill out the form given above, and we'd be happy to look into it for you.

Best,

Lance

[ramiroperdomo]

hi lance, i have filled the form twice. 

[efa108]

Hi Lance, 

I have not yet heard from the support team via email. I have checked my spam folder, etc. but no contact yet.

[ReginaS]

Hey folks,

@dhwing97, we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!
@efa108, I've checked your case and saw that you've been in touch with our support team. Please continue your conversation there to avoid confusion.

Sicnerely,
Regina

[efa108]

Hi @ReginaS I still have not heard from the support team via email. 

[efa108]

Done. Thank you.

[dhwing97]

Same issue as Rem1, Need the new update Nest Connect. Thermostats  work fine. Yale lock eon't connect ssts offline.  Don Hodges 

[ReginaS]

Hi dhwing97,

I can honestly appreciate how annoying that must be. Our team would like to take a closer look at your Nest Yale lock. Please fill out this form so we can help you further. Let us know once you're done.

Warmly,
Regina

[WILLDE]

Yes I’m running thru the same problem right they keep telling me I’m not eligible for the free one . We are currently using the nest guard we are losing that feature because they made a stupid decision of getting rid of it and now we are going to lose that and what makes us unilegible ? This is so frustrating 

[Aedan]

@Lance_L  I am in the same hole. I have 4 Yale x locks and one nest connect. After removing my nest guard, the connection to three of my doors have become very unreliable. I was banking on getting at least two nest connects from google this January but I did not receive any emails from them regarding this. Can you please help? I have already spoken to two customer care agents. Here is the id: 

5-9693000036242. 

[Lance_L]

Hey everyone,

@WILLDE, thanks for joining the conversation. I’m sorry to hear that you’re having issues with this as well. I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

@efa108, our support team has already reached out to you via email a few weeks ago, requesting additional information. Please check your inbox, spam, or junk folder for an email with the subject "[3-8119000035753] Your Google Support Inquiry." If you didn’t receive the email, please let me know, and I’ll be happy to assist you further.

@Aedan, thanks for sharing your case ID. Unfortunately, we’re unable to open the case. Don’t worry; go ahead and fill out this form, and we’ll have someone reach out to you via email from there.

All the best,

Lance

[WILLDE]

Hello Lance_L I already filled the form and did not receive any email regarding this so hopefully I can get an answer about this issue and maybe we can all get this resolved . Thank you for now 

[Lance_L]

Hi folks,

@WILLDE, thanks for taking the time to complete our form. Our team will be in touch with you via email to provide further assistance.

Regards,

Lance

[WILLDE]

Okay I’ll be on the look we just hope this issue gets figured out and revolved before the date that Google we’ll cancel our Nest Guard and we lose the way of using our Lock Yale X which is April,7th . Thanks 

[Msmithm]

I try to connect so I get my free nest connect, but the promo code does not fill and it wants me to buy it full price

[Lance_L]

Hey everyone,

@Msmithm, oh no! We’re sorry to hear that. Let’s check this out — could you fill out this form and let us know once you’re done?

@Aedan, we haven’t seen your form submission come through — were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Best,

Lance

[Aedan]

@Lance_L  I filled out the form. I was already communicating with another Google customer service agent via email. They said they would contact me soon on March 2nd, but I have not heard from them since then.

[Aedan]

@Lance_L  Any updates? No one from google has reached out to me yet.