Thread locked and never got an email

[ryannemeth]

Hello,

I submitted this issue 2 weeks ago, I was told I would be getting contacted but that never happened and now I can no longer comment in the thread.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Hub-Max-streaming-nest-cameras-q...

Please unlock the thread or contact me as I was told. It is terrible service to treat customers like this.

Thank you,

-Ryan

[MplsCustomer]

@ryannemeth 

Sigh. Google Nest Community Specialists frequently locksthe thread once they've received the "form" while promising followup, leaving us customers no way to report whether followup occurred or the issue was resolved.

[Azarco]

Hey ryannemeth,

We apologize for the inconvenience and for the delayed response. I already sent a follow-up about your case to our team. We appreciate your patience.

Best,

Alex

[ryannemeth]

Hello,

My hubs are still constantly showing "camera feed unavailable" and I have not been contacted by anyone.

Can you please tell me how to fix my problem, or reopen the thread so it can be discussed in the correct location.

Thank you,

-Ryan

[Muddi]

Hi ryannemeth,

Sorry for the delays. Your case has been forwarded to the team for further investigation. I'll make sure to send you an update via email as soon as I have more information to share. Also, I'll keep this thread open until a resolution is available.

Cheers,

Muddi

[ryannemeth]

Hello,

I have still not been contacted by anyone regarding this bug. Is there anyone else that can help?

Thank you,

-Ryan

[Muddi]

Hi ryannemeth,

Our team is still looking into this issue and we will update you on email as soon as we have additional information to share. We will keep the thread open as you requested until a resolution becomes available.

Cheers,

Muddi 

[ryannemeth]

Hello,

I have still not been contacted by email to resolve this issue, can you please let me know how to fix the "camera unavailable" stream error when the camera is definitely still available as i can see it on my phone.

Thank you,

-Ryan

[Muddi]

Hey ryannemeth,

Upon checking on case ID: 3-9039000032720, one of our team is already in contact with you via email. Please check your inbox from time to time because they might ask you additional questions needed to investigate the issue further.

Cheers,

Muddi

[Princesss]

Hi Ryan, 

I can see that you have been assisted via email. Let's continue our conversation via that channel as we will be locking the thread shortly.

As your reference, here's your case ID: 3-9039000032720

Best,

Princess

[ryannemeth]

Hello, please do not lock this thread until a resolution has been provided. I will update this thread when the email help has been competed.

Thank you,

Ryan

[Dan_A]

Hi ryannemeth,

We know how important this is for you — our team is already aware of this and we're now working diligently on a fix. We'll check back in once we have an update.

Best regards,

Dan

[ryannemeth]

Thank you, please do not lock this thread until a resolution has been provided. I will update this thread when the email help has been competed.

[Dan_A]

Hey there,

Sure thing! Keeping the thread open and will wait for your update.

Cheers,

Dan

[Dan_A]

Hi there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[ryannemeth]

Hello,

Yes, I am still having issues. Please assist me, have you read this thread and the linked thread above? Do you have any specific questions?

Thanks,

Ryan

[Dan_A]

Hi ryannemeth,

I believe that you're already in contact with our support team via email. It would be best, since sensitive information cannot be disclosed here, you can continue the conversation via that channel as we will be locking the thread shortly.

Best regards,

Dan

[ryannemeth]

I have been emailing them back and forth for months with no resolution, is there another avenue I can take to resolve my issue?

Thanks,

[Dan_A]

Hey there,

Apologies for the delayed response. Our team has identified the issue and is currently working on a fix. Rest assured we're on top of this and you'll hear from us once we get a word.

Thanks,

Dan

[Dan_A]

Hello there,

I wanted to follow up and see if you are still in need of any help. How is your conversation with our support team? It would really help a lot if you could reply to them to find the best solution. 

Best,

Dan

[ryannemeth]

Hello, email support is not providing any solutions, can you provide me another avenue to resolve  my issue?

Thanks,

[Princesss]

Hi ryannemeth,

Haev you already received any callback from our higher tier of support?

Best,

Princess

[ryannemeth]

They emailed me but have not resolved any issues. Please advise how to fix my issues.

Thanks,

Ryan

[Princesss]

Hi ryannemeth,

We're sorry for the delay. We're still waiting for a response from our Product Specialist regarding this. I'll make sure to get back to you as soon as we have news to share.

Best,

Princess