Jack Newcombe, the Chief Operating Officer of a syndication company with 44 million daily readers, describes the strange voice he heard talking to his 18-month old son:
She says we have a nice house and encourages the nanny to respond. She does not. The voice even jokes that she hopes we don’t change our password. I am sick to my stomach. After about five minutes of verbal “joy riding,” the voice starts to get agitated at the nanny’s lack of response and then snaps, in a very threatening voice: “I’m coming for the baby if you don’t answer me….” We unplug the cameras and change all passwords…
Still helpless, I started doing the only thing I could do — Googling. I typed “Nest + camera + hacked” and found out that this happens frequently. Parent after parent relayed stories similar to mine — threatening to steal a baby is shockingly common — and some much worse, such as playing pornography over the microphone to a 3-year-old… What is worse is that anyone could have been watching us at any time for as long as we have had the cameras up. This person just happened to use the microphone. Countless voyeurs could have been silently watching (or worse) for months.
However, what makes this issue even more terrifying is a corporate giant’s complete and utter lack of response. Nest is owned by Google, and, based on my experience and their public response, Google does not seem to care about this issue. They acknowledge it as a problem, shrug their shoulders and point their fingers at the users. Their party line is to remind people that the hardware was not hacked; it was the user’s fault for using a compromised password and not implementing two-step authentication, in which users receive a special code via text to sign on. That night, on my way home from work, I called Nest support and was on hold for an hour and eight minutes. I followed all directions and have subsequently received form emails in broken English. Nobody from Google has acknowledged the incident or responded with any semblance of empathy. In every email, they remind me of two-step authentication.
They act as if I am going to continue to use Nest cameras.