Drop Cam Replacement Offer

[Vincefont]

I received an email on April 7, 2023 and another email today informing me about my free Drop Cam replacement.  When I click on the link on either email, I get directed to the website to buy a Drop Cam and on the checkout page, I'm being charged $107.74.  I'm hesitant to press "confirm purchase" because a rebate wasn't applied.  There is an ability to add a promo code but there was no promo code on either email.  

[Obedv · Accepted solution]

Hi folks,

Apologies for the earlier confusion. If you are looking for additional information about the end of support for Dropcam, Dropcam Pro, and Nest Secure please visit our recent blog for more information.

Eligible customers were sent emails and in-app messages containing details about the offers available to them. If you did not receive an email or message, or if you are having trouble redeeming an offer, we are unable to assist further in the Nest Community. See below for the options depending on your situation.

For questions about Dropcam and Dropcam Pro, please reach out to our support team through the following page: https://goo.gle/31i1U5t 

If you’re having issues redeeming an offer for Nest Secure, please fill out this form. 

Kindly,

Obed

[dropcamruss]

While Google has a redemption offer for my original dropcams, the offer is a foreign country. As much as i've tried to change this, call google. I spoke to someone who was kind, but after 20 minutes, he sent another survey and i was promised a call and I'm still waiting on this call.  Does anyone have a fix as much as I love Austria, I don't live there. Thanks. 

[ReginaS]

Hi dropcamruss,

I genuinely understand the inconvenience you have faced. Our team would like to take a closer look at your case. Please fill out this form so we can help you further. Let us know once you're done.

Sincerely,
Regina

[EdmondB]

Hey there, 

I wanted to follow up and see if you were able to fill out the form?. Let me know if you have additional questions.

Best,
Edmond

[Asahi21]

Hi Edmond . My apologies for thread jacking but I posted a reply on another thread about 30 min ago. " Missed the Dropcam replacement offer from April" which you were very active. Already received an offer for 50% off one nest cam but unable to check out after clicking the email. It just takes me to the normal Google store Page. I filled out the help form which you linked in one of your posts.

I would appreciate it if you could assist me  with this and I'd like to request for discount on two more cameras. My offer was only for 50% off one camera. And I would like two more (3 total). 

After submitting the form the next page showed "thanks for contacting us, we'll follow up with you only if we need more information or have additional information to share"

[Obedv]

Hi folks,

@dropcamruss, I wanted to follow up and see if you've had a chance to fill out the form. Let me know if you have any questions.

@Asahi21 Thanks for the additional details! We're happy to investigate this for you. Please fill out our Contact Us Form with all the necessary information and let me know once you're done. 

Best Regards, 

Obed

[Asahi21]

Hi Obedv. Thank you for reaching out

 As I stated in my last post I have already filled out that form. The same day I posted that message and I have not heard back since and it's been 2 weeks.

[Obedv]

Hey everyone, 

Do you have a case ID for your interaction with us? This will help us assist you further. 

Kindly,

Obed

[Asahi21]

Hi Obed, No case ID was provided. As I started in my initial post after submitting the form,I received a message

"thanks for contacting us, we'll follow up with you only if we need more information or have additional information to share". 

To me that just means ," don't call us, we'll call you.". I have the screenshot which I am happy to share. Not sure how to attach. It to this thread. My dropcam pro is now a paperweight and I've been waiting for a response since I posted on this thread on March 18th for help. 

I do have a ref # from a chat with your rep Emily a few days earlier March 14. She asked for access to my drop cam pro only to tell me she couldn't help. That's after verifying I owned a drop cam. It was a waste of 30 min and why I decided to join this community for help and posted I'ma match 18. Here's the ref number to my chat with Emily on March 14.

2-9756000035671

[Ashleyschultz88]

got to the checkout and it is $0 but says I need a promo code how do I get one? 

[Johnman]

You need a code from customer service. But 4/8 is the cutoff. It took multiple calls and hours of phone time over several weeks. Good luck.

[Moemacdonald]

I tried fifteen times to accept the offer and every time it said link doesn’t exist so I gave up and now have no dropcam. Very frustrating. And yes I hit the link in the email that was sent to me. 

[kepela]

The link took me to a page to order the new camera camera or replacement camera, but it never took off the discount code. It still wanted to charge me $99 so now I have only one of my two drop cams replaced.

[Alyosha75]

I received the email with the link on April 8th of 2023, ordered 2 of the new "FREE" cameras as a replacement for my 2 dropcoms, but newer received them. Not being able to find a phone # to talk to the Customer Service since then.

Does any one have a phone # or at least knows how to get in touch with them?

[MplsCustomer]

@Alyosha75 

The only way Google Nest gives us to contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Jaynedoe]

I went all in with the Nest system. About a week ago, Google finally issued a code for either  a rudimentary ADT System or $200 google store credit. Sine my system was soon to be kaput, I chose the ADT option. 

Upon clicking on the code link, I got a message saying “code already redeemed” and to call. So I called and ADT said they could do nothing and to contact Google. I contacted Google, via chat as it is impossible to get a person. Google said they could only escalate to a supervisor who would contact me via email.  Today I got email from supervisor who said code was redeemed and they could do nothing. 

Nonetheless, I did not redeem the code. I do not have either the ADT system, nor the Google credit. And I’m in email hell with Google and seemingly no way to resolve the situation. 

Anyone else caught in this limbo? Options?

[jonasret]

As of april thousands of customers outside the US will have to throw away they're Google Nest security system. Components for several hundreds dollars will be useless.

This is nothing but sad and find It hard to understand this.. 😭

Anyone else in the same situation? If so is there any alternativ security system like Nest secure for Europe?

[Bennymessa]

Hello from Australia! I have bought a whole house of nest sensors to go with my nest secure. I have also purchased nest smoke detectors,  whole bunch of nest cameras, a couple of doorbells and a whole bunch of google homes.

I understand that a whole lot of these products will continue to work in the home app, but it now sounds like the nest secure will be redundant as will my 11 window and door sensors. Oh, and I pay for 2 nest aware subscriptions (home and office).

I am very disappointed in google. I would not have invested in my nest secure and the many window and door sensors. They work great and I am so happy with them, which is why I am so disappointed. 

I understand if you aren't going to build out and continually improve nest secure and those products. But can't you leave the nest app and so that I can still use it? If you get rid of it, I will cry.

[RealHumanPerson]

Yes google has done an amazing job of not telling their customers about this shutdown.  Media has done zero work shaming Google for this offensive move.  Your family will not be safe on April 8th and google does not care. They would rather make instant-trash for thousands of customers and leave their families vulnerable.

[Mackie77]

I have spent a fair amount of time trying to get some rather basic questions answered regarding this bungled product withdrawal or 'whatever one calls it'.  If I missed the answers, I apologize in advance yet perhaps this POST can be of use to others if I get 'answers' and not vendor 'double-talk'.

I have visited Best Buy and talked to multiple 'security specialists' on different days and met with the 'store manager'.  ALL were unaware of the April 8th issues and were still recommending these products. Even in light of the April 8th plan by Google/ADT.  Amazing I must say.

I have a fairly large home and luckily the 35 video cameras are Reolink and not related to this. I say that because I have not added it up yet probably have over $3,000 of Nest impacted products of various flavors. Here is a summary of what I am not clear about, any help is appreciated.

On April 9th what happens below ...

My Nest Secure does not connect to the internet. OK, got that.  I 'unplugged' my ISP and tested if I could still arm and operate the alarm system. I could, countdown and all.  No home/away function, got it.  No email messages or remote operation capability away from the console, got it.  

*** What if any impact to the alarm aspect am I not seeing?  Going to hit save here to make multiple threads in case something goes wrong with the entering of the rest of this...

[Mackie77]

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'I operate multiple Nest thermostats via the app.  When the app goes away how do I operate these thermostats in a similar manner other than by walking up to the devices like it was 1969 Deja-vu?

[Mackie77]

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'I gave SIX Nest Protect smoke/fire devices connected. Will they continue to operate as-is?  How do I view their status without walking up to each and staring at the ceiling?  Do they still talk to each other and display the green halo at bedtime?  Do they still perform their automatic monthly self test and logging of results?  How do I access that information? Used to use the app, no app, what do I do?As I recall these gizmos where over $125 each not considering having them installed. Low battery alert reporting?  How do I know without manually checking them?

[Mackie77]

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'I gave over 30 door/window sensors. Do they still operate with the console (Nest Secure)?  Do they still act as motion detectors?  How do they report / log opening and closing of doors and such. How do I remotely configure the night light function low/medium/high. When we have guests I turn the light option off so when guests roll over in bed they do not get illuminated?  Do the math, lots of devices. Money stolen by Google/ADT. Any good any more?

[Mackie77]

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We give the Blue/Grey FOBs to the maid service. Do I have to program guest access codes now?  Do they even still work?

[Mackie77]

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Do I completely loose the 'Home Report' that is automatically produced for me?  

[Mackie77]

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Anybody reported the new 'configuration' to Insurance? Wonder if I will loose my 10% discount with the 'new' significantly less function system?  

[Mackie77]

Answered now.  Your Detects are turned into bricks by Google.

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On April 8, 2024, Nest will no longer support Nest Secure. It will not be accessible in the Nest app and will no longer connect to the internet. You will not be able to use the Nest app to check the status of your Nest Secure, control your Nest Secure devices, or receive notifications from your alarm system. 

[Mackie77]

Have learned they will be very expensive CO2/Smoke detectors 'standalone' .  They will no longer talk to each other nor communicate with you. It remains unclear to me how you can even install / maintain them after April.  For example changing the wi-if name or password requires Nest. After April....buzzz better off buying a $9 one from Amazon. As opposed to $125_ paperweights they seemed to morph into. 

[Mackie77]

4/8/24, polish your 'brick'

[Mackie77]

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Regarding the 'credit' for the Store or 'Starter system'.  I was told by Google I do not qualify for this offering unless I received an email.  I never got one.  ADT says 'get out my wallet'.  What are the specifics as to who qualify. The marketing 'brush off' is restricted. Please explain the details. The 'fine print'.

[Mackie77]

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😠💩
OK, Google, do your job as to why I bought this because it has your Brand.  I echo what many have said, this is lame.

Stand by for litigation. I am sure it has already begun barring some big yet to publicize migration plan for customers about to be SCREWED like me.  Please prove me wrong. 

[noahdouglass]

I would like to know about a class action lawsuit as well. This seems to be illegal or scandalous at best!! I Accepted the "Free" adt starter pack so I probably will lose out in joining a class action!! I don't know if you got the adt package, but I am having a hell of a time just trying to get all of my products to work!! Such a waste of lots of money and time!!

[ian50004]

I'm feel completely sharfted by Google

I've invested into this and they are stopping without customers consultation....

We all invested in this .........

I'm totally piss off.....

[Chellypf]

I have the same questions as @Mackie77. I have thermostats, window sensors, alarms and cameras outside. Ridiculous if all is going to stop working. This was expensive to me too. 

[MplsCustomer]

@Mackie77 

I'm just another Google Nest customer, and we don't have Nest Secure. Google Nest's discontinuance of support for Nest Secure and Dropcams is covered in this blog post.

https://www.googlenestcommunity.com/t5/Blog/An-update-for-our-Nest-Secure-Dropcam-and-Works-with-Nes...

If you have Nest Secure and did not get an email, you could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Mackie77]

Thank you.  I reviewed both early in my quest. The first is a marketing / sales level document with no real detail. They talk red and roses yet offer no specifics.

I contacted  'support' weeks ago.  They are the ones that said 'use your email(to replace your gear)' which I did not receive. They then refused to discuss in further detail. ADT wanted nothing to do with me other than selling me replacement equipment. Best Buy wanted to clear their useless inventory was my conclusion. Neither wanted to talk about how my 'investment' would continue to operate (or not). Any (reputable) major vendor always creates a Vendor' FAQ with answers that I seek. I have yet to find that. 

[Mackie77]

Anything installed/configured/maintained by Nest Secure is officially a 'brick'.  Thank you Google. 

[SkiWhack]

We invested in a diverse camera, protect, home, mini system that is integrated.  I really hope we can at least maintain it as an airgapped system minimally. 9 cameras 4 detect, multiple doors and room sensors. Class action anyone?

[Mackie77]

As of 10am CT Nest Protect is still for sale with Amazon and others, with 2 year warranty available. The following is controlled until 4/8 by the app that gets 'bricked'. Wonder how this works going forward?  Current price $119, I have 6.

• Get phone alerts so you know something's wrong even when you're away from home
• CO detector looks out for carbon monoxide and tells you where it's located
• With App Silence you can silence the smoke alarm with your phone in the Nest app when there's only a little smoke

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[MplsCustomer]

@Mackie77 

It's truly dumbfounding to learn that Best Buy is selling Nest Secure products 8 months after Google Nest announced that they are ending all support on April 8, 2024.

It's also dumbfounding that Google Nest Support won't address the fact that you did not receive a Nest Secure email.

We don't have any Nest Protects either, but are Nest Protects affected by the end of support for Nest Secure?

https://support.google.com/googlenest/answer/9249084

The Google Store is still selling Nest Protects:

https://store.google.com/product/nest_protect_2nd_gen

[Mackie77]

From Nest Protect just this morning.

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Safety Checkup is an easy way to verify that Google Nest Protect’s sensors, power, Wi-Fi connection, speaker, horn, and light ring are working. You can run a Safety Checkup with the Nest app for a 2nd generation Nest Protect, or press the Nest button on any Nest Protect