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Link Between Subscription and Home

3-3455000032224
Community Member

I purchased annual Nest subscription for a few Home security cameras. The serve was acceptable before, somehow, the Home linked to my subscription lost necessary privileges. All of a sudden, I lost the entire configuration, service, without even a warning. Naively, I though: "I will just create a new Home, reactivate the cameras and then assign my annual subscription to the newly created Home. No ! It turned out to be just a beginning of my ordeal.  The product interface does not have that option so:

  • I called Nest support, with a long wait in line only to be informed that I am in the wrong line
  • Fine, I transferred to a proper Nest line, first level support. After perhaps an hour, I was served by an assistent who did not manage to solve it i.e. just to relink the only Home and only subscription I had.
  • Hi transferred me to the second line of tech support. "Sorry, we cannot do anything, as a Trial subscription is automatically assigned to a new home, and we cannot replace it. Have to wait until it expires". I suggested: "All right please cancel my paid subscription with a refund, and I will re-subscribe, if that can be a workaround". "Sorry, we cannot cancel the trial subscription. We shall send the case to Google Store, and they will get back to you in 24-48 hours".
  • 48 hours has passed, nobody has contacted me, so I called Google Store. An assistent repeated to me that the case is very complicated (sic) as our tool cannot replace the trial subscription with the paid one. Then added "But your case is escalated and someone will contact you in 24-48 hours". I said "But I already waited for 48 hours and nobody responded to me !" He did not answer to me, but soon terminated chat.

Well what to say. Now I cannot get my money back, but cannot use the paid service. I turned to the government institution for customer rights protection for now. I will update the case progress .

1 ACCEPTED SOLUTION

3-3455000032224
Community Member

Please note that this issue has been resolved, thanks to the skillfulness of and assistent which helped me over the phone. She simply reattached the Home and the subscription (Plus). Incredible, I had it resolved for the pure luck that this person picked up my case after a week of an ordeal dealing with either uninterested or obviously unqualified analysts (even 2nd level) before her. 

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3 REPLIES 3

3-3455000032224
Community Member

I've come across this problem reading the forums, and as far as I noticed the solution which resolved it was to terminate the current subscription and create a new one and link it up with the new Home. 

I can accept the imperfection of the tool, but why the users have to go through , to put it mildly, inconveniences to get the service they paid. I've spent hours waiting or arguing with the support. And if the solution is known, why they do not apply it consistently for each case. 

3-3455000032224
Community Member

Please note that this issue has been resolved, thanks to the skillfulness of and assistent which helped me over the phone. She simply reattached the Home and the subscription (Plus). Incredible, I had it resolved for the pure luck that this person picked up my case after a week of an ordeal dealing with either uninterested or obviously unqualified analysts (even 2nd level) before her. 

View solution in original post

Brad
Community Specialist
Community Specialist

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.