topic Terrible, terrible customer support in Subscriptions and Services

Terrible, terrible customer support

simon13 — Wed, 08 Feb 2023 00:33:40 GMT

I was charged for a Nest Aware subscription on 18th Jan after following the link in an email sent by Google.

Account still not activated, and have been bouncing around between 6 Google Reps.

Still not activated, and amount not refunded.

Trying to 'Chat with a Google Nest Specialist' is no good, as that form is broken.

https://support.google.com/googlenest/contact/pre_chat_survey_googlenest

I have asked how I can escalate this 3 week old issue, and make a complaint several times, however no response.

What does Google expect me to do? Contact my bank for a refund?? What a terrible, terrible experience.

Re: Terrible, terrible customer support

MplsCustomer — Wed, 08 Feb 2023 03:02:57 GMT

@simon13

I'm just another Google Nest customer, and maybe this won't help.

If you go to Settings | Nest Aware in the Google Nest app or Google Home app while signed on with the same Google Account you used to purchase the Nest Aware subscription, what do you see?

If you go to the Subscription Management page (https://store.google.com/subscriptions?hl=en-US), again, logging on with the same Google Account, what do you see?

You could try the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en

Re: Terrible, terrible customer support

janthadeus — Sun, 12 Feb 2023 01:27:27 GMT

Hi folks,

Checking in — were you able to speak to our support team as shared by MplsCustomer? If so, how did it go? Let me know if you need more help.

I appreciate your help, MplsCustomer.

Thanks,

Re: Terrible, terrible customer support

janthadeus — Wed, 15 Feb 2023 01:52:26 GMT

Hey simon13,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,

Re: Terrible, terrible customer support

janthadeus — Thu, 16 Feb 2023 02:21:13 GMT

Hi there,

Just checking in to make sure that you saw my response. I'll be locking this thread if I won't hear back from you again in 24 hours. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,