Camera stolen

[SK72]

Camera was stolen and I tried contacting google support but very unsuccessful. It’s been almost a month and unsure where to go next to get a replacement 

[MplsCustomer]

@SK72 

This is Google Nest's Help page on reporting a stolen camera or doorbell:

https://support.google.com/googlenest/answer/9269698

When you select the "Contact us" link and are answering their questions, just click "Next step" on the "Resources" page (without selecting any of the Help suggestions) to get to the contact options page.

[SK72]

Yes I did multiple times but it’s more than a month. Still no response. Also, they’re asking for complete police report which costs $100 here to get it. Police will give a reference number only but that is not sufficient 

[Jenelyn_O]

Hi there,

Thanks for reaching out. I'm sorry for the delay and for the trouble this may have caused you. Please provide your case ID number — it will help me review your case. 

I appreciate your input, @MplsCustomer.

Best,

Jenelyn

[SK72]

[2-6736000035636]

[Jenelyn_O]

Hi SK72,

I appreciate you providing your case ID number. I checked your case and it has been escalated. For us to move forward, we need a valid police report. You can visit this article for more information on what to do if your Nest cam or doorbell is stolen. 

You can continue the conversation via email once you have the needed file. 

Regards,

Jenelyn

[SK72]

I have emailed the police case number. It costs $100 to get a copy of the detailed report. Is Google willing to cover the cost? Why advertise as free replacement when it is going to cost us an arm and leg for this process?

[EdmondB]

Hi SK72, 
 

Regarding your case ID, one of our support representatives is already handling your case. In terms of the refund, we will need to escalate it to the appropriate team. Upon having an update regarding your case, you will receive another email.

Let me know if you have any more questions.

Best,
Edmond

[SK72]

Google customer service is the worst I have ever experienced! While Google thinks their product lines are great, their service falls apart.

I am writing this feedback with deep frustration and disappointment regarding my recent experience with Google customer service. It is truly unbelievable how a company of such magnitude can provide such abysmal support to its customers.

I have been waiting for a resolution for over a month now, and to make matters worse, not a single response has been received to the numerous emails I've sent. The call back service, which I attempted multiple times, has proven to be an absolute failure as I never received a call back.

Call back function available on their website is completely broken. It gives you an option to log a call, but once you answer the call, it says "Sorry about that. We cannot connect your call right now. If you still need help, please log another case". I logged almost 50 cases, but none worked. 

It's disheartening that a company known for innovation and efficiency could fall so short in addressing customer concerns.

The agents I spoke with gave false promises and provided incorrect information, leading to further confusion and frustration on my end. As a customer, I trusted Google to address my concerns promptly and efficiently, especially when it comes to matters that impact the security of my home. Unfortunately, this trust has been shattered, and I am left feeling vulnerable and neglected.

The lack of communication and the inability to resolve my issue has left me in a state of despair. It's disconcerting that a company with such global influence seems to overlook the fundamental aspect of customer support. As a loyal customer, I expected better, and I am appalled at the level of service I have received.

I sincerely hope that someone from Google takes note of this feedback and that improvements are made promptly. Customers should not have to feel this helpless and abandoned when seeking assistance, especially when it comes to matters as critical as home security.