topic Re: wifi router replacement due to known issue - form broken in Nest Wifi

wifi router replacement due to known issue - form broken

random_user — Fri, 08 Apr 2022 18:25:28 GMT

I got an email from # yesterday saying my router has an issue and can be replaced at no cost to me.

I've been suffering with the issue mentioned so was happy to see this but the form link in the email is broken.

Not sure how to process this replacement request. Any ideas?

Re: wifi router replacement due to known issue - form broken

random_user — Fri, 08 Apr 2022 18:26:47 GMT

I see it stripped out the email address on me. It was from googlenest at google dot com.

Re: wifi router replacement due to known issue - form broken

Madruga — Sat, 09 Apr 2022 14:27:51 GMT

I've received the same email and my concern was if this email is really legitime. I meant if this email really was sent out by Google. Last Sunday, my router started with this issue (regarding connection) and then, 5 hours later I got the email from Google.

Re: wifi router replacement due to known issue - form broken

EdwardT — Wed, 13 Apr 2022 21:54:31 GMT

Hi folks,

Thanks for reaching out. I'd love to know more about this.. Did you contact our support team before receiving the email? If so, please share the case number of your interaction with our team so I can investigate further.

Thanks,

Edward

Re: wifi router replacement due to known issue - form broken

random_user — Thu, 14 Apr 2022 00:31:11 GMT

hi Edward,

No, I did not contact support before receiving this email. This message was from a google dot com address and listed the actual serial number of my router so I trusted it. Should I not have?

Re: wifi router replacement due to known issue - form broken

EdwardT — Sun, 17 Apr 2022 17:07:02 GMT

Hi folks,

It's me again, I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do.

Thanks,

Edward

Re: wifi router replacement due to known issue - form broken

random_user — Sun, 17 Apr 2022 17:32:58 GMT

Hi again EdwardT,

Yes. Please see my reply above. ONLY questions at this point really.

Thx

Re: wifi router replacement due to known issue - form broken

EdwardT — Sun, 17 Apr 2022 22:59:14 GMT

Hi random_user,

Thanks for the reply. Could you check the email that you received for a case number?

Thanks,

Edward

Re: wifi router replacement due to known issue - form broken

random_user — Sun, 17 Apr 2022 23:16:48 GMT

I checked again, there is no case number. There are only two unique identifiers in that email: the router serial number and I'm guessing potentially the URL to the form that's does not load.

Re: wifi router replacement due to known issue - form broken

EdwardT — Mon, 18 Apr 2022 16:41:55 GMT

Hi random_user,

Thanks for checking. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

Re: wifi router replacement due to known issue - form broken

Jeff — Thu, 21 Apr 2022 17:04:44 GMT

Hey there, random_user.

I just wanted to follow up to see if you saw the link to the form Edward provided and to see if you were able to get that filled out.

Thanks.

Re: wifi router replacement due to known issue - form broken

random_user — Sat, 23 Apr 2022 01:43:32 GMT

Hi Jeff,

Yes, I did fill it out and a ticket was opened. I'm working with someone via email now to hopefully get it sorted out.

Thanks.

Re: wifi router replacement due to known issue - form broken

EdwardT — Sat, 23 Apr 2022 23:05:17 GMT

Hi random_user,

Thanks for the update. Let's continue our conversation there and please be advised that this thread will be locked.

Thanks,

Edward