cancel
Showing results for 
Search instead for 
Did you mean: 

Nest aware one year subscription stopped working after 30 days

Seand
Community Member

I subscribed to nest to wear for one year and was charged $125. 30 days later I get an alert that I have no subscription. I called up nest multiple times and had over five people talk with me log into my account verify my structure verify my payment and every time they say they're going to call me back within 24 hours but they never do. So I paid for a one-year subscription I got 30 days and they just completely ignore me. This is horrible customer service.

1 ACCEPTED SOLUTION

Seand
Community Member

Thank you for the reply Brad.

 

Today I was able to get in touch with a nest support person who had the capability of seeing that my subscription was generating an error on the backend and canceling. So finally they hooked me up with 3 months of free service and refunded my money. That was an insane amount of time required. Everyone I spoke to was very nice and courteous and tried to be as helpful as possible they just didn't have the capability of helping me. I hope when I add my subscription in 3 months I won't have this happen again. The one lesson I learned from this is that you need to have your support person send you an email and reply back and ask them what the status is. The case was 6 days old and they only replied after I asked them for an update. I hope my sharing this will help somebody in the future. Thank you for resolving my matter Google and Nest.

View solution in original post

8 REPLIES 8

bluejhavoc
Community Member

I am having the same issue. I try to go to Nest aware and it just spins!

Seand
Community Member

Here's the kind of dialogue I'm having with them:

"I escalated it to my manager, and he escalated it to his manager. (after 30 mins on hold). I will contact you in 24 hours." They never contact me again.. nor give me back my subscription or my money.. Nobody has any authority and Google is incredibly miserly in taking any actions that involve refunds or accommodations of their customers (by design). It's a really stupid way of doing business... They basically stole my money... 

Seand
Community Member

Over 1 week later... Nest has never contacted me about my case. They told me 2 times they'd contact me within 24 hours. My cases are in tier 3 or 4 support.. but they never reply.. I spent over 5 hours on the telephone trying to either get my money back or get 1 year subscription or ordered on Oct 13, 2021 to continue to work. I would be very wary of doing any annual plans with your Nest... I won't do it again... 

Seand
Community Member

The support is even worse than Straight Talk since it's fragmented between Nest and Google Store.. They can't view each other's cases.. and nobody has any authority.. It's literally support hell...

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

  1. Open the Google Home app

Google Home app

  1. .
  2. At the top right, tap your account.
  3. Tap Feedback 

and then

  1. tap the type of device you'd like to submit feedback for.
  2. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  3. In the feedback summary, write a brief description of your issue.
  4. Be sure to check the box for Screenshot and System logs.
  5. To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best Regards,

Brad.

Seand
Community Member

Thank you for the reply Brad.

 

Today I was able to get in touch with a nest support person who had the capability of seeing that my subscription was generating an error on the backend and canceling. So finally they hooked me up with 3 months of free service and refunded my money. That was an insane amount of time required. Everyone I spoke to was very nice and courteous and tried to be as helpful as possible they just didn't have the capability of helping me. I hope when I add my subscription in 3 months I won't have this happen again. The one lesson I learned from this is that you need to have your support person send you an email and reply back and ask them what the status is. The case was 6 days old and they only replied after I asked them for an update. I hope my sharing this will help somebody in the future. Thank you for resolving my matter Google and Nest.

View solution in original post

Brad
Community Specialist
Community Specialist

Hi there,

 

I am glad to hear that there was a resolution for you! However, in the meantime; just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

 

Best Regards,

Brad.

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.