Notes

Customer's issue:

Probing Questions:

Troubleshooting steps:

Resolution:

____________________________________________________________________________

-Hi thank you for calling Google. This is Ime. May I have your full name please? May I also have your email?
Cxx: Barbara Smith. [email protected]
-Just to make sure I got it right.., your full name is.. And your email is..
-Thank you. Would you mind if I call you Barb?
-Alright Barbara.

AUTHENTICATION
"Before we proceed, I just need to authenticate your account for security purposes, by any chance can you access a web browser right now? / I just need you to open a link, go.co/verify. No worries, how about a text message? / Sign in and click YES there on your screen. Can you see that one? What you need to do is just click the verification there. okay?// So what you need to do is just provide me the verification code. okay? thank you.
VERIFICATION
-Just in case this call will be disconnected, may I also have your best callback number?
-Thank you for providing these information (name).
-HOW CAN I HELP YOU OUT TODAY?

(EAA) - I know you feel frustrated.. I know how it's important for you to.. / No worries, allow me to help you out with this one.. Let me check on it right away.. >
(PROBING) - As what I have understand, you said your lock is not connected to the wifi. Correct? >

(RAPPORT)
-Thank you for providing me the information, for me to better isolate your concern, i would like to ask some questions to further understand / didg deeper about your isssue :
-What troubleshooting steps have you done so far? -Can you tell me more about it?/the issue?
-when did the issue start?
-Is there any error message/code?
-Is your (device) online?
-Is your nest connect/Yale lock already added to your nest app?
-May i know the status of your LED light on your Yale lock?

is it okay for me to put the call on hold for about a minute or wt
(PROPER HOLD)
- FOR ME TO CHECK MY RESOURCES, MAY I PUT THE CALL ON HOLD FOR ABOUT 2 MINUTES? // WOULD IT BE FINE IF I PUT YOU ON HOLD FOR ANOTHER 2 MINUTES? JUST TO MAKE SURE I GOT THE BEST INFORMATION HERE. /
TY FOR PATIENTLY WAITING ON THE LINE.


(CLOSING)
-Aside from this one, is there anything else that I can help you with today?
-Awesome! After this call you will be routed to a survey, and your response would be highly appreciated. Thank you for choosing Google. This has been IME. Have a great day!

____________________________________________________________________________
Troubleshoot connection errors during Nest × Yale Lock setup - Help
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[How to] Lock and unlock the Nest × Yale Lock - Internal
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[Troubleshooting] Nest x Yale Lock installation issues - Internal
Nest × Yale Lock disconnected or offline - Help
How to use Privacy Mode on the Nest × Yale Lock - Help
Troubleshoot offline or disconnected Nest Connect - Help
Nest Connect status lights - Internal
[Process] Handling contacts from ADT - DSCC
[Process] DSCC Reimbursement and Appeasement Process - DSCC
Handling outbound calls - DSCC
Learn about Family Accounts and how to share access to your Nest home - help
Use Google Assistant with Nest products - help
For Gnest access that there is no [true] under account
I’m going to request that you allow me access to view information in your Nest account. You will receive an email with the "Allow access" option and once you accept it, I’ll be able to view information in your Nest account for 90 minutes.
I can’t make changes to your account info. This simply allows me to see additional details like, and current device statuses and home structures.
TechSee
_Name_, I have an amazing tool here where I can check your device's diagnostic information. First, you'll receive a notification about allowing me access to your device's information. This access will only last for 90 mins. If you are comfortable with it, I’ll go and send you the code.

Don't worry, eligible users will receive an email in January 2024 with instructions on how to receive a Nest Connect at no cost.
If you haven’t received this email by January 2024, you can contact us here at support to help you with this issue.
Change can be hard, especially when it disrupts our routines and it's totally okay to feel frustrated. We'll get through this tech hurdle together!
I totally understand that changes, especially in the technology in your home, is hard. But here at Google we can assure you that we always think of ways to improve our services and technology. Unfortunately, changes are needed so we can have this improvement. Thank you for being the best part of the Nest Family.
To show our appreciation and help provide a smooth transition I actually have an offer here. It's a self setup security system of up to 485USD value with ADT. Would you like to accept this offer?
Okay! That’s great! Do you have a pen and paper handy? I need you to write a number for me. It’s the number for ADT support. It’s 877-464-7437.
That’s fine, no worries. We also have another offer it’s a $200 GStore coupon, valid for one order. Would you like to accept this offer? Okay! That’s great! Do you have a pen and paper handy? I need you to write a number for me. It’s the number for Google Store phone support. It’s 1-855-836-3987 (US).







EOL
I'm really sad to inform you that the Nest Secure will end in the Month of April 2024 and I understand that this has caused you an inconvenience and that changing the technology in your home is hard. But don't worry since your Nest yale lock will not be affected. It can continue to work without a problem.

I just want to clarify as well, may I know what device you used as a bridge to connect your Yale lock to Nest app?
-Nest guard: Don't worry, we will replace the device with a Nest Connect at no additional cost. You will receive an email as early as January, next year about the details of the replacement.
-Nest Connect: Thank you for letting me know. It won't be affected. You can definitely continue using your Nest connect without any problem.
Thank you for being the best part of the Nest Family.
*To show our appreciation and help provide a smooth transition I actually have an offer here. It's a self setup security system of up to 485USD value with ADT. Would you like to accept this offer?
Okay! That’s great! Do you have a pen and paper handy? I need you to write a number for me. It’s the number for ADT support. It’s 877-464-7437.
*That’s fine, no worries. We also have another offer it’s a $200 GStore coupon, valid for one order. Would you like to accept this offer? Okay! That’s great! Do you have a pen and paper handy? I need you to write a number for me. It’s the number for ADT support. It’s 1-855-836-3987 (US).
(May I how many Nest Guard devices did you purchase? / You will also have a two device replacement )


NEST COONECT SHOULD BE ADDED FIRST TO THE NEST APP
IF IT IS ONLINE NEST YALE LOCK SHOULD BE CONNECTED

OFFLINE
(FIRST STEP)
MAY I KNOW IF YOUR NEST CONNECT IS ADDED TO THE NEST APPLICATION

(PROBING)
WHAT ARE THE TROUBLESHOOTING YOU DID?
HOW FAR IS YOUR NEST LOCK TO NEST CONNECT TO ROUTER?
IS THERE ANY WALL OR APPLIANCES THAT CAN INTERFERE THE SIGNAL?
WHATS ERROR MESSAGE?

(FIRST THING)
ADVICE CX ENABLE THE BLUETOOTH (NO OTHER DEVICES CONNECTED TO BLUETOOTH)
CELLULAR DATA OFF
TURN ON WIFI
LOCAL NETWORK ACCESS ENABLE (TOGGLE IF ENABLE)
REMOVE OTHER APPS

(TROUBLESHOOTING )

REST ROUTER, CONNECT, LOCK
CREATE NEW HOME STRUCTURE WHEN ADDING DEVICE
FACTORY RESET IF IT STILL NOT WORK