MANY unsuccessful attempts to redeem $200 store credit for killing of Nest Secure. THIS IS MADNESS!!

[summersofar]

I have wasted hours of my time now within many attempts to get store support to successfully redeem the $200 code provided via email on April 7 in regards to the discontinuation of the Nest Secure ecosystem.

I am beyond peeved that not a single agent knows anything about this offer, and when they do claim to know about it they lie about why they cannot help me redeem the unique code.

Based on my continued experience I would have to think that NOBODY has been successful in doing this thus far. What an utter dumpster fire this is; clearly no preparation or communication is happening between product and support teams.

Google, get your utter mess of an act together and help me out here!

[pacommander · Accepted solution]

We should sue. Class-action. This is impacting thousands of people.

[Chooseupbat · Accepted solution]

I totally agree!! I wasted more than 2 hours over two days trying to get someone from the Google Store to help me understand how to redeem the “code” to get the $200. Background; I clicked on the links in the original email to get google store help and it takes you to a screen where I have to try and identify the purpose of my visit. Not one of the choices included were about the coupon code and how to redeem so, you get stuck in a dead end with nowhere to go! I finally searched and got a support number and I called and eventually talked to a tech support  agent in Detroit. He gave me a phone number for the Google store reps. When I called that number, I got the credit account company (that’s not part of Google) that only supports any Google finance accounts you have. The rep was understand but said I and others were getting the run around on the Neat Guard coupon redemption caper! FINALLY, I clicked on a link to chat with someone in Google store support. That person stated that the code in the email was not the coupon code to use to redeem the $200 credit. After about 5 minutes of waiting, she sent me a long coupon code that I had to copy and paste in the cart to get the credit. She said the number in the email is only a number that indicates you are eligible for the “real” coupon number! What a scam with many dead ends and no answers. It is clear Google wants the positive publicity by extending the offer, but by making in incredibly difficult to redeem, they hope people will just give up. What a scam.

[pacommander · Accepted solution]

We should sue. Class-action. This is impacting thousands of people.

[ninjarmx]

yes start  a class-action lawsuit

[leejennings22]

I'm in. have wasted two days of my time on this as well.

[summersofar]

File a complaint with your state attorney generals office. That is the only way these a-holes are going to honor their promises.

[Chooseupbat · Accepted solution]

I totally agree!! I wasted more than 2 hours over two days trying to get someone from the Google Store to help me understand how to redeem the “code” to get the $200. Background; I clicked on the links in the original email to get google store help and it takes you to a screen where I have to try and identify the purpose of my visit. Not one of the choices included were about the coupon code and how to redeem so, you get stuck in a dead end with nowhere to go! I finally searched and got a support number and I called and eventually talked to a tech support  agent in Detroit. He gave me a phone number for the Google store reps. When I called that number, I got the credit account company (that’s not part of Google) that only supports any Google finance accounts you have. The rep was understand but said I and others were getting the run around on the Neat Guard coupon redemption caper! FINALLY, I clicked on a link to chat with someone in Google store support. That person stated that the code in the email was not the coupon code to use to redeem the $200 credit. After about 5 minutes of waiting, she sent me a long coupon code that I had to copy and paste in the cart to get the credit. She said the number in the email is only a number that indicates you are eligible for the “real” coupon number! What a scam with many dead ends and no answers. It is clear Google wants the positive publicity by extending the offer, but by making in incredibly difficult to redeem, they hope people will just give up. What a scam.

[Mk1206mk]

Help 

[Chooseupbat]

Are you in danger?

[LVMarlin]

What number of chat link did you click? I wasted 3 hours of my time doing the same and just gave up! 

[Rogerthat91]

Thanks for providing the story but would’ve been nice to include that phone number. 

[Chooseupbat]

What number? My postings all say not to call a number. Instead use chat with the Google Store rep to get what you need. Calling will get you nowhere and further frustrate you even more.

[Justride2109]

I haven't receive my vouchers yet still waiting google remember me 

[Chooseupbat]

Justride2109, I do not work at Google. I am a community member (Google customer). If you are referring to the $200 nest guard coupon, you won’t receive a voucher. You get an email with a code and you need to click on the link in that email to get support from the Google store rep online. You will need to give them the 6 digit code in your email and they will then email you the real code you need to enter in the shopping cart that has the item(s) you want buy with the $200. Be sure to use all $200 because you only get one transaction to use that money. No credit for any funds you didn’t use and no way to get that money back. Hope this helps.

[Joeycalabro7]

I never received an email from them… how can I contact them concerning this?

[Chooseupbat]

Somehow, Google knew I had a nest guard system and therefore sent me the notice of end-of-life and the offer for the $200 credit. My guess is that because I registered my guard when I bought it was one reason I was notified, but I also used the system everyday by enabling and disabling the alarm. Google nest functionality is in the cloud so there would be some kind of log Google could use for active users. Anyway, I would Google “google store chat” and chat with someone there about the fact you have a system but didn’t receive an email for the $200 credit or the ADT offer. Once you get the email, there is a code in it (but that is NOT the coupon code). You will have to contact the Google store chat people again and once you give them that code, you will get the real coupon code to use in the cart at the Google store. Don’t clicked the link in the email to the Google store! It is a waste of time. Us the same method to reach chat that you used the first time. Google really screwed up on the implementation of this program and made it insanely illogical and frustrating to get the credit. Hope this helps.

[leejennings22]

I was told that Google looked at their list of anyone who had a Nest Aware account active (with the proper hardware used on it) within 3 months of their announcement of this offer, and sent them the rebate code. Anyone else woh can prove they have purchased the products, but for whatever reason didn't have them running at the time when Google made their list, is evidently screwed. My reason is that I moved across country. I took my system with me (as you should). Once I finally set it up in my new house, it was too late to get this rebate. THAT'S JUST WRONG!

[ThomasFidler]

Same here 

[Chooseupbat]

I thought the reimbursement/coupon was valid to April of 2024! Check again. I will look-up my original email and post the text regarding timeframe.

[Thierry]

I think it is important to note that - unlike what the email from Google says - we do not get a $200 store credit but a $200 promo code which is VERY different as you cannot stack promos.
For example, if you buy something on the Google Store on Black Friday with a 50% discount your $200 promo code will apply on the full price, not on the discounted price. 

[JVerde1959]

I never received an either.  I've written them some emails.  If no satisfaction I'll sue them in small claims court.    Their legal department can't ignore a lawsuit. 

[MikeofMC]

what happens if you lost the e-mail, I tried calling and I just got hours or being transfered

[Chooseupbat]

Mike, your system keeps a folder of all emails you have received since you started using your computer. Look at the list of system folders (trash, drafts, etc) and you will see a folder named “important” or ”all” depending upon your O/S. Click on that folder and you will see all the emails you’ve ever received. Look for the Google email and click on it and you can then move it to inbox or whatever you want to do with it.

[summersofar]

I know you are trying to assist Chooseupbat, but the retention of emails is entirely a function of the email provider, the account settings, and the email client settings. Your email client might behave in the way you describe, but it is going to be inherently likely that MikeofMC's behaves differently. Also, if the email was auto tagged as spam for them it is likely that it was deleted server-side immediately or within a short period of time.

[Chooseupbat]

Hopefully you got your coupon by now. If not, I would stop trying to call any number for Google. You will never get the right people on the phone and only frustrate you more. Only chat with Google Store rep. When you get a chat rep, provide the serial number of your controller and if you have the original receipt, provide those details. DONT GIVE UP! That is exactly what Google wants you to do and that is why the process they setup to redeem the coupon is so confusing and loaded with obstructions and dead ends. 

[Shads121]

I have 6 peop;e  that i talk too and none of us recieved a Code Email.... I sat on hold and was topld they would excalate the issue since they were a support call center....  Been a week and nothing.  If a class action gets taken up  please add me.

[Chooseupbat]

I’m sorry for the late reply. The whole process is broken as you can tell from the postings. If your Nest Secure was registered with Google (not a requirement but helps support your position that you own a unit and eligible for the coupon), and use the system (arming and disarming logs usage in the Google cloud) should have resulted in an email to you offering the $200 coupon. I didn’t register my product but used it daily and I got the emailed offer. If you didn’t get the email offer, you may need to provide a receipt for the original purchase if nothing else. I would also provide the serial number of you unit as proof of ownership when you are chatting with the Google Store rep. Don’t give up. That’s what they want you to do! 

[SueL1]

I used your reply to help guide the store.  I think my issue is complicated in that I never converted my nest account to my gmail account.  Google does not do well when dealing with non-gmail emails.  Thanks for the guidance.

[Chooseupbat]

Hello SueL. The whole process is broken as you can tell from the postings. Your email address should not have any bearing on the Nest Secure $200 program. If your Nest Secure was registered with Google (not a requirement but helps support your position that you own a unit and eligible for the coupon), and use the system (arming and disarming logs usage in the Google cloud) should have resulted in an email to you offering the $200 coupon. If you received that email, following the suggestions here will get you to the point where a Google Store rep provides a coupon code to use. I didn’t register my product but used it daily and I got the emailed offer. If you didn’t get the email offer, you may need to provide a receipt for the original purchase if nothing else. 

[SueL1]

It took almost a week to resolve.  Despite providing the 6 digit code from the email, the serial number of my nest guard, a copy of my original order and a screen shot of nest open with my nest email visible and google open with my gmail visible and the email open with the 6 digit code, they refused to process the promo code under my gmail account.  I had to open the support case with my non gmail nest email.  I finally figured out how to do that.  It then took them several days to generate the real promo code.  In the end it worked exactly like you described.  Thanks again.

[Chooseupbat]

That is nice to hear SueL. Glad you resolved the problem. Sounds to me that they found another roadblock to preventing or at least delaying the redemption of the $200 offer. The design of this promotion should go down in the annuls of “how to get the public PR points for such a gracious offer, but building a system of frustration and failure that avoids successful consumer redemption”.  I haven’t seen anything like it!

[Mk1206mk]

never received an email from them… how can I contact them concerning this?

[Chooseupbat]

I just responded to another person that didn’t get an email. Here is what I said:

Somehow, Google knew I had a nest guard system and therefore sent me the notice of end-of-life and the offer for the $200 credit. My guess is that because I registered my guard when I bought it was one reason I was notified, but I also used the system everyday by enabling and disabling the alarm. Google nest functionality is in the cloud so there would be some kind of log Google could use for active users. Anyway, I would Google “google store chat” and chat with someone there about the fact you have a system but didn’t receive an email for the $200 credit or the ADT offer. Once you get the email, there is a code in it (but that is NOT the coupon code). You will have to contact the Google store chat people again and once you give them that code, you will get the real coupon code to use in the cart at the Google store. Don’t clicked the link in the email to the Google store! It is a waste of time. Us the same method to reach chat that you used the first time. Google really screwed up on the implementation of this program and made it insanely illogical and frustrating to get the credit. Hope this helps.

[Lance_L]

Hi everyone,

While we don't support redeeming your offers, we can point you in the right direction. Our friends at the Google Store are the perfect folks to help you with it.

Regards,

Lance

[summersofar]

Seeing red now....

[Justride2109]

Yep same thing I've been saying I got 3 cameras all my doors and my window sensor my motion sensor and my take door lock and google slapped me in my face with this so bad. And the **bleep** up part is I leave ADT for Google and now they partner with them. 👎👎👎👎

[MikeofMC]

This worked for me, it took a few days but I finally got the credit and ordered a camera.

[Reallygoogl]

I as well. Just got off chat with them. 3 different divisions. Its ridiculous and I am seriously considering moving over to another platform other than anything Google!

[Lance_L]

Hello everyone,

Thanks for posting in our Community. I’m sorry to hear that you’re having trouble with this.

For questions regarding how to redeem your offers, please contact our offer redemption team. If you need help with anything else, our support agents are standing by.

Best,

Lance

[summersofar]

Don't placate us by repeating the same instructions as already provided by other reps here. You have never responded to those form submissions before, and cannot be trusted to do so now. To make this right you owe everyone who has wasted their time on this issue a personal call with these codes and an additional $200 in cash for personal time wasted compensation. 

[Justride2109]

That offer redemption link is useless keep going back after you type what you need help with