Nest Cam not working in Google Nest Hub Max - Escalation of Case

[KK22]

Hi Team,

Can anyone please assist on escalation of a case 9-9253000034546.

My Nest cam isn't working on Google nest hub max since 2 months now. I have the above case opened and and advised by the team member that the newer version of firmware is about to deploy and this should fix the issue.

The newer version of firmware has been installed and the issue still persist. It is not recognising my WIFI "Connect to WIFI to Cast". I have removed the device from the Home network and added back on. Still the issue persist. 

I am so disappointed with the customer service of google at last I need some assistance in how to escalate the issue?

Thanks

KK

[Princesss]

Hi KK22,

Thanks for visiting the Community.

Sorry for the delay. I've seen that you have been assisted via email. This has been escalated to our Product Specialist for review. Aside from this, do you still have other concerns that I can address here?

Best,
Princess

[KK22]

Thanks Princess for getting back to me.

The issue is going on for months now. I am unsure how google support works. Is there a way can the engineer and who so ever get in a call to analyse and resolve the issue.

Thanks

KK

[Princesss]

Hi KK22,

Apologies for the inconvenience that this has caused you. I'll make sure to follow up on this and will get back to you with some news. 

I appreciate your understanding.

Best,

Princess

[KK22]

Hi Princess,

The issue still persist. Any idea if you are aware of escalation matrix  as the customer service of google is pathetic. 

[Princesss]

Hello KK22,

Apologies for the late response. Our team is already aware of this and the investigation is still ongoing.

Thanks for your patience. We'll make sure to loop in to this thread once we have an update.

Best,

Princess