Dropcam free swap

[JohnMartin]

Has anyone completed a free Dropcam swap ? If so ... what are the chat contacts, email addresses or phone numbers that you used to do so.

I have spent over a week trying to do so ... what a mess ... via chat, phone or email ... the problem with the Google system is that there is NO system ... 

I am now waiting to hear back from ( supposedly ) Nest about the exchange ... AFTER chatted, emailed and spoke via phone to about 12 different people .... 

SAD ... in this technological world ... those that use  technology don't know how to use technology ...

I have used Nest cameras over ten years ,,, have six cameras ... now I know why these other companies are taking big bites out of Nest's customer base ....

[JohnMartin · Accepted solution]

0-7043000035536 is the case number

[JohnMartin · Accepted solution]

I was PROMISED three days ago that I would be sent an email that would allow me to redeem for two Nest cameras to replace my two Dropcams .... 

Have not received ANYTHING from Nest regarding that .... 

I continually get shuffled around from person to person ... chat to chat ... with no results ..,

Mine is a VERY SIMPLE request ... VERY SIMPLE .... redeem for two FREE cameras to replace my two Dropcams ...

Why is it so difficult to get this done ... the two reps I spoke to promise results then disappear when I send them responses to them about this .... WHAT IS THE STATUS OF THIS ISSUE ?????????????

[Lance_L]

Hello JohnMartin,

Thanks for reaching out to the Google Nest Community. I’m sorry to hear that you’re facing issues with this. Can you share the case ID from your interactions with the support team so I can check what happened?

Keep me posted.

All the best,

Lance

[lleonard4]

Lance, can you check my case too? I'm also in this thread. My case numbers are

2-1358000036176 and 6-2681000035946.

Here's my message again:

Having exact same problems. Have wasted hours with chat and phone tech support, each time I was  promised I would get an email solution in 24 hours but never have. When I gave them my case number they said the "couldn't access it" and opened a new case. Email promised within 24 hours for that case never came either.  

[JohnMartin · Accepted solution]

0-7043000035536 is the case number

[JohnMartin · Accepted solution]

I was PROMISED three days ago that I would be sent an email that would allow me to redeem for two Nest cameras to replace my two Dropcams .... 

Have not received ANYTHING from Nest regarding that .... 

I continually get shuffled around from person to person ... chat to chat ... with no results ..,

Mine is a VERY SIMPLE request ... VERY SIMPLE .... redeem for two FREE cameras to replace my two Dropcams ...

Why is it so difficult to get this done ... the two reps I spoke to promise results then disappear when I send them responses to them about this .... WHAT IS THE STATUS OF THIS ISSUE ?????????????

[JohnMartin · Accepted solution]

I've kept you posted ... have you looked into my case number ? If so ... what are the results ?

[JohnMartin]

As usual .... no response ... AS USUAL 

[JohnMartin]

Lance .... are you really there or are you just an AI creation designed to hang out in the cloud ?

[JohnMartin]

Over a week now .... chatted with four different someones ... spoke on phone with four reps ... explained my problem to them .... each and every one of them promised to answer my questions and send me an email so that I can get two free cameras to replace my two Dropcams ....... 

NO RESOLUTION ... NO RESPONSES ... BEEN A NEST CAM USER FOR OVER TEN YEARS ... HAVE SIX CAMERAS .... WHAT A TOTAL DISASTER AS FAR AS CUSTOMER SERVICE .... NOT VENTING MY SPLEEN ... JUST STATING FACTS .... RIGHT HAND DOESN'T KNOW WHAT THE LEFT HAND IS DOING ... IN FACT THE RIGHT HAND DOESN'T KNOW WHAT IT SELF IS DOING .... 

SAD STATE OF AFFAIRS ...

[Lance_L]

Hey JohnMartin,

Sorry for the delayed response here. Thanks for circling back with your case IDs. Upon checking, our specialists are still working on the case. Rest assured, they’ll reach out to you as soon as they have more information to share. We appreciate your patience.

Regards,

Lance

[Mrliquidity]

Can I also swap out or exchange my old dropcams & Dropcam pros for new nest cameras?

[Lance_L]

Hi all,

@Mrliquidity, 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.

All the best,

Lance

[Lance_L]

Hello folks,

@Mrliquidity, 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.

Regards,

Lance

[Johnman]

Same extensive run around after multiple calls. Promised replacement cameras by everyone. Wasted several hours on this swap. 3 x allowed camera access! Asking for screen shots. Class action lawsuit only way to go.

[lleonard4]

Having exact same problems. Have wasted hours with chat and phone tech support, each time I was  promised I would get an email solution in 24 hours but never have. When I gave them my case number they said the "couldn't access it" and opened a new case. Email promised within 24 hours for that case never came either.  

[Johnman]

April 8 is the cutoff date. Has anyone tried talking to a supervisor? I must have 10 case #’s. The extreme difficulty for Dropcam replacement must be intentional to discourage the consumer. If I don’t get a 2nd replacement I will cancel nest aware and use my Blink cameras. The last customer service representative told me km/h cameras were past one year warranty so couldn’t be replaced. So she didn’t understand the process at all. Any suggestions or solutions welcome.

[lleonard4]

I'm amazed they're willing to cause so much damage to their reputation. I agree with you, Johnman, if I don't get the second replacement camera as promised I am cancelling Nest Aware and will find another brand of camera to buy.  Google, are you listening? You're going to lose way more in Nest Aware subscription fees than you're going to save by not replacing the Dropcams as promised.