topic Re: Escalation in Nest Wifi

Escalation

niteshon — Wed, 11 May 2022 00:22:04 GMT

Worst Customer Service I have ever experienced. It's been months and only promises with no response.

I would like to escalate

Case ID [6-4021000032406]

Re: Escalation

EdwardT — Wed, 11 May 2022 16:23:49 GMT

Hi niteshon,

Thanks for reaching out. I'm sorry to hear about your experience. This is not the experience we want to share with our customers. Please fill out this form so we could investigate further.

Thanks,

Edward

Re: Escalation

EdwardT — Mon, 16 May 2022 17:03:14 GMT

Hi niteshon,

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: Escalation

EdwardT — Tue, 17 May 2022 18:29:43 GMT

Hi niteshon,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

Re: Escalation

niteshon — Tue, 17 May 2022 19:44:15 GMT

I have received the device replacement request, lets see if this resolves the issue

Re: Escalation

EdwardT — Tue, 17 May 2022 21:08:25 GMT

Hi niteshon,

Thanks for the update. I'm happy to hear that you were able to get the replacement. Please observe it for now and let us know if you have any questions.

Thanks,

Edward

Re: Escalation

Jeff — Tue, 24 May 2022 20:07:28 GMT

Hey, niteshon.

Have you had any chance to get that replacement set up and running? If so, have you had any troubles so far, or are things working well?

Thanks.

Re: Escalation

niteshon — Wed, 25 May 2022 03:20:39 GMT

I have received the replacement but because of the past experience, I am not confident in trying it again … what if it still does not work ? if it did not I will again have hard time dealing with customer service

Re: Escalation

Jeff — Wed, 25 May 2022 19:24:16 GMT

Hi, niteshon.

I understand the hesitancy, but go ahead and set it up and if you have any issues, we can attempt to work those out here, if needed. More than likely your replacement will clear up any previous issues you were experiencing. If you run into any setup issues, just let us know.

Thanks.

Re: Escalation

Jeff — Fri, 03 Jun 2022 19:40:59 GMT

Hi, niteshon.

I'm just following up to see if you had a chance to try that replacement out and to see how things went.

Thanks.

Re: Escalation

niteshon — Fri, 03 Jun 2022 22:11:04 GMT

Hi Jeff,

As mentioned before, with the experience that I had earlier, I am not very positive.

It's still sealed packed. Is there a way I can get my money back?

If I try and it still does not work, what should I do?

Thanks for looking into this for me

Re: Escalation

Jeff — Tue, 07 Jun 2022 16:00:30 GMT

Hi, niteshon.

For returns, you would have to speak with support about that. We don't process returns here through the community, but support can authorize that. Since you have it sealed in the original packaging, you can see if that's an option for you. If you have any issues there, please let me know.

Thanks.

Re: Escalation

niteshon — Tue, 07 Jun 2022 18:14:58 GMT

I just had a chat with the Support, they refused to make a return. The biggest problem with Support is that they will not look into the history and make decisions on an existing query.

I have the chat transcript, let me know if I can share it.

Re: Escalation

niteshon — Fri, 17 Jun 2022 02:37:16 GMT

Hi Jeff,

What is the option I have?

Thanks

Re: Escalation

Jeff — Mon, 20 Jun 2022 17:15:38 GMT

Hi, niteshon.

You don't need to share the chat log, but do you have the case ID number they gave you? If you have that, you can share that here and I can look into things and see if there's more I can do for you.

Thanks,

- Jeff

Re: Escalation

niteshon — Tue, 21 Jun 2022 02:06:31 GMT

Hi Jeff,

Here it is -

Chat transcript for case: 3-1348000032465

Thanks

Re: Escalation

niteshon — Wed, 29 Jun 2022 00:47:45 GMT

Hi Jeff,

It's a week now no update.

Thanks

Re: Escalation

EdwardT — Wed, 29 Jun 2022 16:38:42 GMT

Hi niteshon,

Thanks for the response. I'm sorry to hear that you want to get a refund for your Google Wifi device. I checked the case number that you provided and it appears that it's already out of the return period. You could also try to reach out to your point of purchase to check for your options.

Thanks,

Edward

Re: Escalation

niteshon — Wed, 29 Jun 2022 17:07:23 GMT

Hi Edward,

you have the same Standard Google Support reply, since you do not have the background of the incident, please route this escalation to Jeff

Re: Escalation

EdwardT — Sun, 03 Jul 2022 21:32:22 GMT

Hi niteshon,

Thanks for the response. I understand that this is not the answer that you're looking for but we can't process a refund since you didn't purchase it from the Google Store. I suggest contacting the store where you purchase it to see what you're options are.

Thanks,

Edward