Reposting this because the thread got locked.
I just learned about Google's embarrassing decision to cancel Nest Secure, both in the cloud and locally (for some reason). This will actively disable thousands of security systems w/o warning, as their single solitary e-mail with an obfuscated misleading title is not enough of a warning when it comes to PROTECTING OUR FAMILIES. Very few Nest Secure owners are aware of this upcoming termination. The coupon to purchase a replacement system from ADT is insulting, and we all know it.
Thankfully, there's a SOLUTION that all Nest Secure owners can use. Here's what worked for me:
1. Contact Nest Support using their 'We call you right away" option.
2. Be very polite to the Nest/Google employees. They work in a call center and they are not responsible for this decision.
3. When they answer, verify your account, confirm your call back number, make sure they have your correct e-mail for your nest account, and have your original order # from when you first purchased your Nest Secure.
4. Politely ask for a 'Full Refund and Return for my Nest Secure Device, Nest Detect Devices, and my Nest Tags. Give them your original order # and any details they request.
5. The call center employees are instructed (forced) to decline your first 2 Refund Requests and will emphasize their offer for the "hush money" to sign up for ADT. Don't worry, their script forces them to say this.
6. Calmly say, "Thanks but I would like to move forward with the Full Refund & Return for my soon to be non-functional security system."
7. Continue to be calm, polite. They will try to claim that you ordered via the "Nest Store" and this is the "Google Store" (or Vice Versa) and that they still cannot help you. Again, remain polite and calm. Repeat Step 6.
8. In your most relaxed voice possible, repeat the phrase, "Thanks but I would like to move forward with the Full Refund & Return for my soon to be non-functional security system."
Eventually, they will relent and being processing a full refund for all of your soon-to-be discontinued devices.
This worked for me and I wish you all the best! If this gentle, honest, human approach to this debacle also worked for you, please reply to this thread and let us know how it went.
I believe Google will do the right thing and reimburse all of their Nest Secure customers. For now, we must each call one-at-a-time to start this process. Thanks and good luck!
Best of luck friends! No customers deserve to be treated like this and I'm SO HAPPY that Google has realized their mistake and has begun offering full refunds to us.
