Nest Aware subscription migration

[LadyMarah]

I recently replaced my Nest Secure that was monitored by Brinks, with ADT, per the news about Nest Secure. Of course, I have already cancelled my Brinks monitoring subscription.

I had a Nest Aware subscription with my Secure, purchased THROUGH the Nest app, but monitored by Brinks. 

I wanted to migrate my Nest Aware subscription from Brinks to ADT. However I have been told by many tech support people that that is not possible. I have been transferred over and over around Google, to Brinks, TO ADT!  And all of them point the finger to each other to deal with my Nest Aware subscription, which is apparently a 1st gen subscription. As a secondary issue, I was also told I have the 2nd Gen Nest Aware that was simultaneously opened with the 1st Gen when I initially set up my Nest Secure back in 2020.

Brinks has vehemently said they do not have anything to do with Nest Aware and to contact Google. I have contacted Google several times and have gotten ZERO resolve. I recently had a ticket opened and escalated on Wednesday for both of the issues above,  and was told I'd get a follow up in 24 hours. I have not heard ANYTHING back from anyone. I tried replying in the email to follow up and received what seems like an auto generated reply to contact Google Nest via the typical options provided (chat, FB, etc)

I refuse to sit on the phone for another second longer, only to be given the run around again. I need my account issues resolved or else I'm junking all this equipment and demanding a full refund of everything I can possibly get one for.  This is my recent case reference number: 9-2171000034942

[EdmondB]

Hello LadyMarah, 

I’m sorry for the trouble this has caused you. Let me help you out. As we checked the case ID, it has already been handled by our Engineering team, and the point of purchase for your 1st  Nest Aware subscription is under the Google Store system, which can only be canceled and processed through our Store support. We already sent you an email with a link on how to contact Google Store Support. Make sure you provide the same case ID. once you contact our Store support.

Let me know if you still need any help.

Thanks,
Edmond

[LadyMarah]

Thank you for your reply. However today I spoke with Mike about this and informed him that the first gen cannot in fact be handled in the store via the link he sent me. In fact when I initially contacted the Store Support, they transferred me to Nest Support, stating it wasn't a store issue. 

At this time I am awaiting the results of the escalation Mike initiated, having stated it could take 2 business days. That case number is 7-3007000034876.

[EdmondB]

Hey there,
 

Thanks for the information. I would suggest continuing the conversation there via email with support since the case has already been escalated to our Engineering Team. But If you have any questions or concerns, please let me know.

Thanks,
Edmond

[EmersonB]

Hello everybody,

@LadyMarah, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

I appreciate the help, Edmond.

Regards,

Emerson

[EmersonB]

Hi folks,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Best,

Emerson