You could try the "Contact Us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."
I do not get a notice by email. It could be possible I hav a 1st gen subscription, but why don’t I get notified in that case. Quite a lot of these camera’s probably don’t work anymore and google keeps on charging credit cards.
I don’t understand how to get to the contact us link under nest aware premier care. Please send me a direct link to the care team without the interference of a virtual awnser.
@Mar10, I wanted to follow up and see if you were still needing assistance with this. As suggested by MplsCustomer, did you reach out to our support team? If so, I'd love to hear how your experience was.
I did reach out to customer support. She was not able to find my subscription either and promised me a collegue would send me an email to solve the issue the next day, but that didn’t happen.
Thank you for providing additional details. I’m sorry to hear this matter hasn't been resolved. I’d like to dig deeper into this. Could you please share the case ID number from your interaction with the support team so I can check what happened?
@Mar10, thanks for the case ID. I’ve sent a follow-up to the team working on your case. They’ll reach out to you as soon as they have more information to share.
@Jngo, thanks for joining the discussion and for providing your case ID. Upon checking, the case is still being worked on by our support team. Hang tight; they’ll contact you via email for any updates. We appreciate your patience.
Hi @Lance_L , somehow I was able to find a number to call and spoke to 5 different people yesterday. They are still trying to figure this out/get it to the right people to help with this legacy product removal (cancel it) and to hopefully refund. Are you able to locate/find a status with this new case 3-7849000035504 ? Thank you.
This case ID is also being actively worked on by our support team, and there aren’t any updates at this time. Rest assured, they’ll reach out once the team has more information to share with you.
Hi @Lance_L I called today asking for a following up and the Rep. couldn't find my case nor pull up my account information.
The Nest Aware Legacy subscription for 1st gen has been haunting me since 2022. The company has charged me for a subscription I haven't used since 2021. I can't find the subscription on my end to remove it from my end. $55 dollars adds up and with the recent increase, $85 also adds up for something that I don't use and will auto renew! I am frustrated. The case number I shared 3-7849000035504---that call was 1.6 hrs long and I was transferred 5X. The last person I spoke with was able to find the legacy subscription but told me that they have to work on it in the background to remove it. I am begging for assistance to close this out. At the time the company purchased Nest, I followed the instructions to remove the subscription and when I bought a new version in 2022, 3rd gen, and used the migration instructions and never saw the old 1st gen there. Is there any information you can share on this? Thank you.
@Lance_L Haven't heard from you and wanted to follow up again.
I called once more and have now called last Tuesday, last Friday and now today. This call I gave them the same case ID which is 3-7849000035504. Sadly and unsurprisingly still now movement on this case. Also they asked for the last-4 digits of my cc to which the erroneous charge was made yet I did give that to you guys last week. I need this legacy 1st gen subscription cancelled. I need the refund as well. I already migrated to the new version and signed up w you guys for a 3rd gen and now I'm seriously regretting it. This shouldn't be something that I will need to calendar in the future to see if you charge me again for a subscription that I cannot cancel b/c it doesn't show up on my account!
