Google ruined Nest iOS App

[trygve]

I’ve paid for a product that no longer works.  The Nest Cameras and iOS app has worked flawlessly for years until Google bought it.  Now video playback never works.  This is not a user issue.  Their video playback feature fails every time I use it.    The Google Home App doesn’t provide the feature I paid for, “Full 10 day video history”.  Do they want us to cancel?  What is Google doing…?!

[Di4hms]

Exact same issue! 

[Frodo-nz]

Same issue here too, I opened a case 6 weeks ago with no fix yet. I’ve asked for cameras to be refunded as the Nest app has rendered them useless, but only a Nest aware refund will be done once they fix it and can calculate how many days I didn’t have access, zero timeframe will be given so this could be indefinite. Unfortunately  I invested in multiple cameras from google, can’t sell them because I have no idea if the purchaser will experience the same issue and want a refund. Only choice is to have no security camera system indefinitely or replace the entire system with another brand (I can’t financially).

[trygve]

Same situation here, I have 6 cameras, 1 doorbell, and 4 thermostats.  I have been a huge advocate for Nest.  Now I have to find an entire new company.  Seems like such a waste of a great product and I expect more from a company the size of Google.  I don’t understand how they can’t address this problem…?

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Do you still need assistance?

Best Regards, 

Brad.

[Frodo-nz]

Most definitely is still an issue, it has been for over 6 weeks for me, the customer care team still can’t give me the slightest idea of a time frame to fix.

Being a community specialist, is it possible for you to talk to anyone beyond the Nest customer support team?

my case ID is: 1-0971000032253

[Brad]

@Frodo-nz

I am terribly sorry, we do not handle replacement inquiries or cases like this. I can only ask that you continue to work with Support on this.

Best regards,

Brad.

[Brad]

Hey folks.

I am sorry to hear that you are unhappy with my services. We as Community Specialists are primarily here to moderate these Community Forums. We are not here to provide direct support as you are looking for. If you are seeking direct assistance, then please reach out to Support as that is their role. I am a Moderator and Community Specialist. I ask that you please be more respectful, and read over our Community Guidelines for these community forums. 

Best Regards,

Brad. 

[Frodo-nz]

I guess this is where the conversation will end. We will just be left at the mercy of Google supports lake of ability to know what’s going on within their own team, last message on social media chat said:

“This may not be the answer you're looking for, but we have no timeframe to share. Since our team is still working on your case, it would be best to reply to the last email you've received from our team about the updates. If you need anything else, we're always here to help.”

And the email they are referring too also said:

”I see that we need to collect a few more details and follow more troubleshooting steps in order to check and proceed further. I request you to please get back to live chat and help us with the case number, so that we can try to check and help you proceed further.”

This person processed to get me to do the basic trouble shooting again relating specifically to the cameras indicator light even though this an app issue not a hardware one when no app/firmware updates had been made.

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.

[Zxc]

Lol “thanks” Brad. 

[Frodo-nz]

Brad’s role is to ask “did you try powering it off and on again?”