topic Re: How do I make a complaint? in Nest Wifi

How do I make a complaint?

clairemarie — Mon, 30 Oct 2023 16:27:01 GMT

I have had multiple calls with Customer services

And tried to get a refund which keeps being denied.

Customer service agents keep saying they will email me back and never do and never respond to my emails.

How do i make a complaint?

Re: How do I make a complaint?

Kimy — Mon, 30 Oct 2023 23:57:38 GMT

Hi clairemarie,

Thanks for posting here in the Google Nest Community. I’m sorry for the trouble, and this is not the experience that we wanted you to have. Kindly help us understand more about the situation. If you can share with us more details about the help that you need or if you have a case ID that you can share so we can check with the support team, that would definitely help.

We look forward to your response.

Thanks,

Kimy

Re: How do I make a complaint?

clairemarie — Tue, 31 Oct 2023 12:01:13 GMT

I bought Google wifi discs.

I tried on numerous occasions to get them to work with the assistance of the wifi team.

I spent many hours moving and restarting the discs, but in the end the connection kept dropping and the speed was not as fast as I was promised from my provider.

I feel I did everything that was asked to get the devices to work.

When I contacted google to return for a refund, to begin with I kept being told I was out of the 14 day remorse period. It was not that I changed my mind, the devices were not working as they should.

Then customer services said they would escalate, but then my request was refused again, because I was outside the return period. Again, this was not the issue. The warranty in the UK is for 2 years.

I did not want a replacement, just to return for a refund.

Customer services keep saying they will update me via email but never do,

So I have now spent many hours trying to get these to work, and many hours on chat with customer services. I just want to return the items for a refund.

Numerous tickets:

8-4767000034889

9-2531000035450

3-1709000034563

3-6576000034900

Re: How do I make a complaint?

Kimy — Fri, 03 Nov 2023 00:17:50 GMT

Hello clairemarie,

Thanks for the details. I checked the case ID you shared with the support team, and it seems the last interaction was November 1, 2023, where you replied with the requested information. It’s now forwarded to the senior support team, and they’ll inform you about the progress. Kindly continue with the communication from there and hopefully come up with an agreement. Let us know if you still have questions.

Sincerely,

Kimy

Re: How do I make a complaint?

Kimy — Thu, 14 Dec 2023 20:48:41 GMT

Hi clairemarie,

I just wanted to know if this has been sorted out. I checked your cases, and the last interaction was an email sent to you by the support team with information about the warranty status. Let us know if you still have questions.

Thanks,

Kimy

Re: How do I make a complaint?

clearpathview — Fri, 29 Dec 2023 21:21:39 GMT

your company cut my at&t lines creating me to spend money to repair my ring camera due to the loss of internal signal. I had no issues before. Where do i send the bill