Facial recognition assigning wrong face to wrong name. Cannot move that new face to assign a name

[kd4au2402]

It keeps assigning the wrong face to the wrong person but won’t let you reassign that face to make a new person. 

[jaleckson]

I've been so frustrated with the facial recognition on the new flood light camera. I have 18 months of faces from the nest IQ however the floodlight camera is 50% of the time giving me the wrong face. I do go in and delete the incorrect face however it's not improving. We are PAYING for this feature (with nest aware) and it is no longer reliable on the new camera with google home app. I'm going to give it a few more weeks of research and will be cancelling nest aware. I can no longer recommend nest cameras. 😢

[ChrisCarroll]

I'm having same issue (on new nest battery powered doorbell using android).

My mother in law is being assigned into the face group for my mother or my aunt. Another Aunt is going into my wife's friend's album. Getting wrong announcements when they call as a result.

I can go into app and delete the images but the next time they call it happens again. I can see an option to merge 2 face groups but there should be an option to "split" a face group.

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[ChrisCarroll]

Yes, I need the ability to MOVE specific pictures from 1 person's facial recognition group to either another group or a new group. 

Having to delete pictures is not good enough. I'm paying for the service and the service needs to be improved

[jaleckson]

I'm with you Chris. We shouldn't need to move faces in the first place. With the Nest Cam IQ, facial recognition worked great. With the new Hardware (Flood light, Battery Doorbell), the facial recognition is terrible - wrong faces are assigned. I'm surprised I'm not seeing more complaints online about this. 

[Wolfgangca]

I have the same issue, need to remove a face from a wrong name and at the same time assign a new name or move to an existing name. 

[jaleckson]

@Brad appreciate you taking a look at this one. I may need to call into support as it's less than 30% accurate. Maybe I need to delete the 2 yrs of data from the OLD NEST IQ camera. We're paying for this service that is not working on new hardware. Thanks for your time!

[Brad]

Hey there,

Sorry to keep you waiting! You are unable to move, or adjust, or save the photos from Familiar Faces. You can Factory Reset your Camera if you are not happy with them, but it would clear out all of them and you would essentially have to do everything over again as it would be a 'new' device. 

Best Regards,

Brad.

[ChrisCarroll]

No,  it's not good enough. 

If I factory reset my device I will not only lose all of my current face groups but it will also end up with the exact same result as now. 

We need an option to move faces out else I will cancel my subscription

[jaleckson]

Chris, I'm equally frustrated however we won't need the ability to move faces if it  identified correctly in the first place. The issue happened when we were "forced" to switch to Google home

[Brad]

Hey folks,

I am sorry but there is no such option to edit, move, or download a face for the Familiar Faces feature. The only way to clear them out is to Factory Reset your camera. 

Best Regards,

Brad.

[jaleckson]

Brad, does our feedback make it back to leadership and the dev teams? I'll be canceling my nest subscription which is a shame until this is resolved. The facial rec feature is not acceptable with the new line of cameras.  Thank you for your time Brad.

[ChrisCarroll]

I'm fully aware that the option doesn't exist, my point is that it needs to exist. I can't understand why it wasn't one of the original functions as it is a core requirement to correct any incorrect detections. So can this be added? 

[Minoucat61]

I am a new user of two Google Nest Cams. I am having the same issue with the wrong person appearing in others face libraries. I agree, the software team needs a fix for this issue. Give us the option to rename a face instead of just deleting it. I have deleted one particular person from several different others, if that makes sense. It just can't seem to notice her as a different person. If I could rename her, maybe it would allow me to get her in the correct library. Maybe they could allow us to merge with a new name instead of merging with the same name. That may fix the problem too. I just want to categorize this person correctly. 

[jaleckson]

It's great to get other people tagging on here with this issue. Both new users or people who have the Nest IQ (which worked great), this is a major problem. My wife is very particular about all the technology I install and she has said "TURN OFF the facial recognition, it's constantly wrong with that new camera you have that we didn't need". Come on NEST, help us justify the purchase !!!!

[darrenackers]

I have the same issue, if there is already a feature to merge a face to person, it shouldn't be that difficult to add a feature that allows you to move a face to another person.

[Minoucat61]

Kalla, thank you for responding to our posts, however, could you please ask your developers to create a fix by allowing us to RENAME a person? Then we could merge the newly named faces  together. I worked with software developers nearly 20 years ago and they could fix an issue without hesitation. I don't think your users are asking your developers to move a mountain. It should be an easy fix. Please let us know when we can update our software with the new fix. Thank you in advance for your attention to this matter.

[JB5]

Wow, crazy that such a simple feature request hasn't been rolled out. This isn't an ask with a lot of back end work. I work in tech - this type of update shouldn't even need to be in a major SW release. This is just not on the fun list of things the devs want to do instead.

[Brad]

Hey folks,

Thank you so much for bringing this up to my attention! I like that idea, and I could see how it could be helpful. I will go ahead and submit this feedback forward for you. This thread has been noted, feedback collected. I will be locking this thread at this time. Thank you for all of your patience.

Please let me know if you need further assistance on this issue.

Best Regards,

Brad.