topic Re: Poor Service in Nest Wifi

Poor Service

Tracie1 — Fri, 22 Mar 2024 10:07:30 GMT

I returned under warranty a Google nest wifi (1 router and 2 add ons)

I was sent only an add on.

I contacted and explained what happened and was told they would fix it and then was sent another add on!!!!

I contacted again and made the caller repeat to me what exactly I returned and needed replacing for them to again only send an add on.

This has been going on since January and I don’t expect it will get fixed.

i can only recommend you never buy anything from Google because the after service is appalling.

Re: Poor Service

JillG — Fri, 22 Mar 2024 16:24:41 GMT

Hi @Tracie1

I am not sure I understand your issue but do you have a case number? If so, please reply with it and I can have a specialist look into this for you.

Re: Poor Service

Tracie1 — Sun, 24 Mar 2024 22:47:28 GMT

1-5309000035623

6-6284000035958

I have emailed for an update and totally ignored.

Re: Poor Service

JillG — Mon, 25 Mar 2024 18:42:18 GMT

Thanks, I will fwd those over to our Community Specialists.

Re: Poor Service

EA780 — Tue, 26 Mar 2024 16:52:48 GMT

Google Wi-Fi was the worst had five pucks for almost 5 years couldn’t get more than 250 down consistently. I chucked them and went to a deco three pod system and now I get 675 to 750 down goodbye Google.

Re: Poor Service

ovidioj — Sat, 06 Apr 2024 19:20:39 GMT

Hello @Tracie1,

I understand your frustration! I apologize for the delay in getting back to you about the missing add-on. It sounds like you haven't received it yet, which must be incredibly frustrating.

I was also seeing you have some cases open already, so to be able to get more information and check deeper into your case, I need you to fill out this form to check your case over the phone and escalate it to a higher team.

All the best,

Jorge.

Re: Poor Service

ovidioj — Sat, 06 Apr 2024 19:34:14 GMT

Hi @EA780,

I understand how important a reliable internet connection is these days, and I would feel the same frustration in your situation. Thank you for your valuable feedback.

It's important to remember that every home network is unique. Factors like your internet service provider (ISP) plan, home layout, and the number of devices connected can all impact Wi-Fi performance.

To help diagnose the issue with your mesh system, our team of experts might need to check for factors like network congestion, your current ISP plan, or any other potential issues that could be affecting your network's performance.

Would you be willing to fill out this form to provide more details? Once we have that information, we can arrange a call back from our specialist team to troubleshoot the problem with your mesh system and identify the root cause.

All the best,

Jorge.

Re: Poor Service

Tracie1 — Mon, 08 Apr 2024 00:45:26 GMT

1-5309000035623

6-6284000035958

these are my case numbers

Re: Poor Service

ovidioj — Wed, 10 Apr 2024 23:57:00 GMT

Hi @Tracie1,

Thank you for sharing the case numbers with me. I understand the frustration of not receiving the missing add-on, especially since you have existing cases open. To get more information and expedite a resolution, I'd like you to fill out this form. It will help me investigate your case further and ensure it reaches the appropriate team for a quicker solution.

All the best,

Jorge.

Re: Poor Service

Tracie1 — Thu, 11 Apr 2024 07:28:32 GMT

Wow Jorge,

I can’t help but feel I am speaking a foreign language with google. I am NOT missing any add ons I AM MISSING THE ROUTER. I have said this so many times to so many of your staff it’s sending me mental. I have filled that form too many times to count. How about I am refunded the cost of my Google nest because the last thing I ever want to do again is have to deal with your organisation.

very tired and frustrated

Tracie

Re: Poor Service

ovidioj — Fri, 12 Apr 2024 01:18:14 GMT

Hi @Tracie1,

Thanks for posting in the community.

I completely understand your frustration. It sounds like you've been incredibly patient but haven't received the replacement router despite contacting support. I apologize for the inconvenience.

I've confirmed your case is being handled by one of our specialists, and they're working on getting your replacement router to you as soon as possible. To ensure everything is in place for a quick delivery, they may reach out to you by phone or email to confirm a few details.

Regards,

Jorge.