Nest Aware - moving

[ronme]

I recently moved to a new house but I still own the old one.

I reached out to Nest Support to move my Nest Aware subscription from the old house to the new house.

After more than 90 minutes of chat with 2 reps, I've been told that the only way I can do this is by entirely deleting the old house from Google Home.  Of course I do not want to do that because I have many other devices connected to it.

My request for a prorated refund for the subscription was not accepted either because "it is nonrefundable". 

It's pretty frustrating to buy premium products and services from Nest, just to learn that because of technical limitations on their backend they expect me to purchase 2 subscriptions.

Can anyone help?

[David_K]

The subscription is associated with the home structure in the app. Here's a possible workaround for you.

1. Change the address of your "old" home structure to the address of your new house:
   Change Google home address - Google Nest Help
2. Change camera and doorbell Wi-Fi network - Google Nest Help (Preferably, use the same Wi-Fi network name and password in your new house, then you won't need to do this).
3. Create a new home structure for your "old" house. See the "Create a home" steps linked below:
   Share a home and devices in the Google Home app - Google Nest Help
4. Move the devices that are staying at your old house to the new home structure you just created (see the "Move a device to a different home" section in the help link above. Note that not all devices support this however as it says, and you would need to reset those and set them up in the new home structure.

Hopefully this helps!

[ronme]

David, I really appreciate your help.

I'm failing to understand though why I'd need to jump through all these hoops and lose access to some devices. 

Why won't Google let me move my subscription to a new house? If there was a product rationale behind it, it would maybe make sense. But the fact that the subscription is transferrable only if I delete the old house suggests to me that the issue is a technical limitation on Google's backend.

In that case, why won't Google just help me with a workaround, e.g. give me a prorated refund. Even if they are concerned with some kind of abuse - let me purchase a subscription for the new house first, and only then give a prorated refund for the old house.

I wonder if you or anyone else could escalate this to someone at Google who is actually client-satisfaction oriented and has a mandate to make a decision? My experience speaking with Support was very suboptimal.

[David_K]

This doesn't guarantee anything but I've asked a specialist to review this topic.

[ronme]

Hi @David_K 

Do you happen to know if a specialist got a chance to look at this?

Thanks,

Ron

[EmersonB]

Hello everyone,

@ronme, thanks for reaching out here in the Community. We understand why you can't get a refund from your Nest Aware subscription. Also, the Nest Aware subscription can only be applied to one home structure only. Let us know if you have more questions in mind.

I appreciate the help, Zoe and davidking.

Thanks,

Emerson

[ronme]

Thank you Emerson. I'm still looking for someone who can explain to me why I need to *delete* an entire structure, along with all its associated devices, just to transfer my Nest Aware subscription.

If this is a technical limitation of the system, why not allow me to purchase a new subscription and get a prorated refund for the old subscription?

[EmersonB]

Hi ronme,

We appreciate you getting back to us. The Nest Aware cannot be transferred to any home structure or any accounts. The prorated refund is only applicable from the 1st gen of Nest Aware and we understand where you’re coming from however, we don't have any news to share about applying this feature. We're always looking for ways to improve and we'll take it as feedback. I'd suggest you send feedback about your concern using this link to let the Google Engineering team know about your concern. While they won't respond directly back to you, this is the best way to let them know about this. Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Best,

Emerson

[ronme]

Thank you David, that's very kind of you.

[zoeuvre]

Hello there, 

Happy to hear that! It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks for your help, @David_K. 
 

All the best, 

Zoe

[ronme]

Hi Zoe, can we wait a few more days before locking? I'd be happy to see if this gets resolved by a specialist, or if others have more ideas.

Thank you!

[zoeuvre]

Hey folks, 

@ronme, alright! I'll keep this thread open but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

Regards, 
Zoe