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Brave Google Senior Support Needed

Community Member

I am looking for a BRAVE senior customer support person that can help me.

Anyone brave enough to take this challenge on?

I have tried without any luck at all to get an answer to a very simple question.

After contacting 12 support agents on the phone and by chat, none can get the answer.

Here is the question:

I have a faulty doorbell which has been sent back for replacement, as agreed by the Technical team. All proof of ownership asked for was sent in the way of pictures as agreed by them. The Agent agreeing everything was in order, setup the RMA number and the return labels for the faulty doorbell.

I packaged the doorbell and attached the shipping label, and included the package slip inside the parcel. I sent the parcel of, and within 2 days the parcel arrived at Google in Poland. Google have taken delivery of the parcel, as can be seen by the tracking number.

Now the problem starts!

First, I noticed the RMA has been cancelled, not by me but by Google - Why?

Second, I get a message saying The senior team cannot verify ownership!  Why?

Third, After 12 chats/phonecalls to the doorbell team, and contact with a manager, I still have no explanation, and Google still have my doorbell. Why?

I would like a senior person to come on here and explain what on earth is going on!

I know you will not, but if one of you are brave enough please explain.

Please let this be a warning to all reading, just be very aware when sending you item back to Google, you may be in the same boat. Getting contact with anyone to help when it goes wrong is impossible.


Community Member

I've had problems very similar to this in the United States.  Believe me, if you sent Google the required information and something happened on there end, they will make it right. They probably will just send you a new one. I wouldn't worry that much.

Not a chance, this has been going on for 2 weeks, and today no contact or communication, they refuse.

I have been dealing with Nest thermostats for years, they are very helpful,  but the attitude from the doorbell section has shocked me.

The warranty is valid until 2023, and this is the reply from a senior manager.

''Your replacement request has been denied as the warranty of this device is no longer valid. We are unable to further comment nor provide more details.''

Do you think that is the behaviour of a manager?

Community Specialist
Community Specialist

Hey there,

I'm sorry to hear you've had such a frustrating experience and I'd be more than happy to look into this further for you to help provide a solution. Could you share your case number(s)? This will be helpful so I could look further into the case and work with the team to determine next steps.
Looking forward to your response. 

Well Brad, you could knock me over with a feather! I hope you have taken the brave pills, as this is not going to be an easy ride!

Case Number 8-9627000031786

Started originally 24th September 2021 at 12.19by chat

Waybill number 6652794330 proof of drop off at DHL, and delivered in Poland

Agents contacted: Sam, Raine, Kristine, Hazel, Theresa, Hera, Ron, Theresa, Karen [Senior Manager], Hazel, Edwin and John.

Please do not just come back with the answer, ''we cannot verify the receipt of the device'' I would like to know why for a start. Secondly, why are Google still holding onto the doorbell, and not returning, after I have requested on 3 occasions to return?

Fair play to you Brad if you take this on, and come back with a sensible answer.


Community Member

File a complaint with the BBB (private organization) and FTC (government).

I'm in the UK, and we have consumer law, so it won't just end here. Google think it's over, but it's not yet.

Anyway I have Brad on the case now on a public forum, just watch and see where we get. Oh, don't hold your breath!!

@Brad64Well Brad 2 days have gone, and no reply!

How are we getting on with the support?

Wrong Brad you need this one @Brad 

Oh dear sorry about that, and thank you for pointing the error out.

Well @Brad, 5 days have gone, and no reply!

How are we getting on with the support?

Community Specialist
Community Specialist

Hey there,

Sorry for the delayed response. After looking into this further with the team, it seems we've provided as much help as we can here to address your case in question. I understand this is not the help you were looking for but do know the team has done as much as they can to address your concerns and we've taken your feedback. 

Best Regards,


A week to come back with an answer like that?

You can in that case tell me when my doorbell will be returned back to me?

Community Specialist
Community Specialist

Hi there,

Since the team has exhausted all possibilities here, there are no updates I have at this time regarding your device.

Best Regards,


You are saying on a public forum - The team has exhausted all possibilities here

I would like you in that case to please explain where my doorbell is?

The Parcel was accepted on the 27th September 2021, and delivered 29th September 2021

Here is the tracking number from DHL for anyone to check, showing the parcel has been accepted at your end.


I think that is a simple enough question?

Well Brad, 2 weeks have gone by, and yet again no further help from you!

You like all the other Google agents are no help what so ever.

All I asked was a simple question, and you cannot answer even that.

You are very good at ignoring questions, but that's the way this pointless forum runs.

Just state what the problem is, not ''The team has exhausted all possibilities here''


I am still waiting for the information!

You took this on, answer the question.

Well Brad, 3 weeks has gone by and you have not had the courtesy to reply!

Why are all the Google staff so gutless, they cannot give an explanation?

You all browse through the forum picking the easy questions, but cannot answer a question .