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Bad customer support

philo
Community Member

So my doorbell's microphone started to go bad right after the warranty period had expired. I contacted nest support about the issue and also sent them a video clip so that they could hear the microphone static. Basically their response was yes it's going bad they would do nothing about it. No offer to repair it, or a discount on replacement, nothing. I realize that Google isn't obligated to do anything, but this situation just highlighted the stark difference in the way Ring customer service handled a 3 year old camera going bad. Ring apologized for my frustration and offered to replace it for free. They shipped out a newer and better camera and emailed me a shipping label to ship them my old camera. I'm now in the process of switching out my nest products for Ring, even though I generally like the nest products better. Ring's support and Google's lack there of made the choice for me.

8 REPLIES 8

MelbaDT
Community Specialist
Community Specialist

Hey philo, 

 

Thanks for reaching out to the Google Nest Community and I'm sorry to hear about your experience. 

 

I want to dig deeper into this — could you provide the case id of your interaction with our support team so I can have it reviewed?

 

Best, 

Melba

philo
Community Member

My case ID is  2-############2170  not that it will make any difference. My first and only experience with Nest/Google support has been horrible. 

philo
Community Member

Were you able to look into this any further? Not holding my breath, but thought I'd check.

MelbaDT
Community Specialist
Community Specialist

Hey philo, 

 

Sorry for the delayed response but thanks for bumping up. I'm afraid I the system had automatically masked some of the digits of your case id. Could you provide a screenshot of it instead or maybe try entering dashes after each digit?

 

Best, 

Melba

philo
Community Member

 2-6-2-1-7-0-0-0-0-3-2-1-7-0

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Appreciate it — I'm currently reviewing your case. Please continue to hang in there — I'll get back as soon as I have something to share. 

 

Best, 

Melba

philo
Community Member

?

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

I've sent you an email. Let's continue from there. 

 

We'll also be locking this thread — feel free to create a new one if there's anything else. 

 

Best, 

Melba