I had to reset my internet ad everything came back online except my Nest x Yale lock and Nest Connect. After some troubleshooting, I decided to call the help line and thus began an epic journey of confusion and sadness.
The first person I talked to opened ticket 4-2383000033311. I was on the phone for 55 minutes with no resolution, except doing 3 factory resets and being told that my Bluetooth was interfering with the 2.4Ghz wifi signal. So after the first 50~ minutes, I asked for a supervisor. After a few minutes, I was then disconnected.
I called back and asked to speak to a supervisor after waiting 20 minutes for a call back to file a complaint. The new person spent 10 minutes to convince that I only wanted to file a complaint and to transfer me to a supervisor. I then had a call time of 65 minutes (this is on top of the already spent 55 minutes) when I was disconnected. To their credit, they did call back.
When I finally got a supervisor, after another 14 minutes, he opened ticket 9-5174000032726 and then told me if I wanted to file a complaint, I had to do it online and he couldn't help me. The noise that came out of my mouth was somewhere between a sob and a gurgle of rage. I quickly composed myself and then asked if he was serious after all the time I had spent. He said yes, I said goodbye.
I now write this still not believing I wasted over 2 hours on this. The best part is that after all of this. I wondered if the problem was really the Nest Connect and not the lock itself. I turned the lock off and on, now it works. Yep, that was all it took.
I just wanted to jump in real fast and thank you for your feedback. I am terribly sorry to hear that you had a poor experience with Support! I know that trying to get technical support over the phone can be difficult. Thank you so much for all of your patience, and I am very glad to hear that your issue with the lock is resolved. If you would like, please feel free to submit your feedback to us. I've put instructions for feedback below.
If you need anything else, please let me know.