I need to report this issue!
I used Google nest / Floodlight entrain of my house + Nest aware basic plan
and this morning 06/25/2024 my bike got stolen.
I checked on my Google Home appt to see all activity records.
I found out It wasn't recorded at that moment at all. and then I check my history,
9.00 PM activity recode with my bike in it
10.PM activity recode without my bike there
I called the police to report and they asked for the footage if I had it.
and after that, I talked to a Google agent about this issue.
it has to be honest. they didn't help at all.
all the information they gave it not helpful.
they told me 2 reason why it happen
1. Motion Zones not cover that area ........? No way! It covers that area. I have footage to prof
2.The motion sensitivity setting might be too low....? No it is not a big area and always got notification when we walked pass that area and this is stored bike with locked. No way it can be a slow motion stolen.
3.Some Nest Aware plans (especially lower tiers) like you have which is basic plan might not include continuous recording .... This is what they send it to me because I used the basic plan without recoding 24hr. ... yes I didn't paid for that. I picked basic plan because I can check on activity recode. But this time Google floodlight not recode on that moment
.
and final after we had a long talk
.
they said" A temporary glitch, need to uninstall and reinstall" I have two phones with the app and web-browser can check. this reason is unbelievable!
and they give me home.nest.com to log in to see all the history But i never use this nest web and never add devices to this app .. I thought we are using Google Home app
I can't believe this is the solution they gave me.
I paid a lot of money to use the google system. but in the right moment it not help me at all.
I would like to know and fix this issue!
