topic Re: Google NEST WIFI - Slow internet in Nest Wifi

Google NEST WIFI - Slow internet

frustrated9 — Sat, 21 Sep 2024 02:22:04 GMT

Hi,

I’ve been working with Google support agents via email (from "wificare at google.com") to resolve an issue with my slow internet, which involves my Google Nest Wifi system (I own three devices purchased together). After several days of troubleshooting, the agents concluded that one of the devices is faulty and needs to be replaced. They offered to replace it at no charge through an RMA process. However, I’ve grown increasingly uncomfortable with the situation for the following reasons:

The support technician communicates only using their initials and refuses to provide their full name, direct phone number, or location. They mentioned being offshore but declined to share further details. Additionally, they are asking for my credit card information to “hold” the replacement device. They claim that if I return my current device within 30 days, I won’t be charged, but if I fail to do so, they will charge my card.
The technician has been calling me at inconvenient times and repeatedly asks for my credit card number to process the RMA. When I try to return their calls, it goes directly to a system-generated voicemail.
There is no direct line to reach Google support or the technician. All communications appear to be outsourced to non-US locations, and the agents won’t provide a full name, phone number, or other identifying details, yet they are still requesting my credit card information.

Given these concerns, I feel uneasy about proceeding and suspect this could be a scam to obtain my credit card information. Can anyone confirm whether this is how Google handles RMAs? Is this a legitimate process? How can I escalate this to someone who can address my concerns? (The current supervisor I’ve spoken with is also offshore and didn’t seem to understand why I’m uncomfortable providing my credit card details without knowing who I’m dealing with). Who at Google can assist me with getting my Nest Wifi router replaced?

Thank you in advance for any guidance.

Re: Google NEST WIFI - Slow internet

David_K — Sat, 21 Sep 2024 15:13:30 GMT

What you've described isn't unusual for processing an RMA.

How did you contact support? Via support.google.com/googlenest/gethelp?

Re: Google NEST WIFI - Slow internet

frustrated9 — Sat, 21 Sep 2024 15:18:18 GMT

Yes I went online and contacted them initially through the link above or something similar. So are you saying I am safe including my credit card number in my GPAY profile for them to hold the charge even though I have no idea who I am speaking with and they are outside the US?

Re: Google NEST WIFI - Slow internet

David_K — Sat, 21 Sep 2024 15:22:12 GMT

If you contacted support via the official support method I linked above, then yes. It's not at all unusual for them to not provide their full name or phone number for privacy reasons.

Re: Google NEST WIFI - Slow internet

frustrated9 — Sat, 21 Sep 2024 15:54:29 GMT

Do you or does anyone know if “wificare at google.com” is a legit email address to be communicating about this issue?

PS sorry about my ignorance. Wanted to double check before I proceeded.

Re: Google NEST WIFI - Slow internet

David_K — Sat, 21 Sep 2024 19:12:24 GMT

Yes, that is a legitimate Google email address.