Cannot get a Support call to work!!!

[icanfly]

Google!

Why I cannot get a support call to work! 

I tried before inside hours before and it kept telling me the call request was outside hours!

Finally it works to get it to call me but when the call connects and it says its putting me through to an operator, it then just says Sorry cannot connect your call sorry make another request!

This has been going on since yesterday it is now 9am the call is within hours why wont it connect! So frustrating I want to talk to someone about my issue because I cant resolve it on chat!

[zero_sum]

In the thread I started, linked below, I have also had the same experience of being unable to contact Google Nest Support via ANY of the available channels.
https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-in-violation-of-Australian-Consu...

Unfortunately, the only option appears to be via this form:
https://support.google.com/googlenest/

[EmersonB]

Hello everyone,

Thanks for bringing this up. We hear you and that is not the experience we want you to have. Could you tell us what is your concern on your specific Nest device? To reach our support team, you may hit this link. Looking forward to your response.

Regards,

Emerson

[Lance_L]

Hi everyone,

I'd like to bump in here and make sure that you’ve seen our response.

Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Best,

Lance

[zero_sum]

Locking this thread does nothing to resolve the outstanding issues.

As discussed here:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-in-violation-of-Australian-Consu...

I have ALREADY exhausted all options of trying to contact support via the form you linked to. If Support had responded appropriately I wouldn't have needed to post here.

The issue is straightforward - the Google Nest Doorbell (battery model) does not work with a faulty magnetic mounting bracket. My device is within the 2 year warranty period and eligible for a replacement or replacement parts. The Support Team do not understand the warranty and refuse to offer assistance for devices from authorised 3rd party resellers. Their responses violate Australian Consumer Law and Google is in breach of their warranty obligations.

[Lance_L]

Hello zero_sum,

I apologize for the inconvenience. Please fill out this form with all the needed information, then let me know once you’re done.

Regards,

Lance

[zero_sum]

@Lance_L - how many times do I need to keep explaining this? I have ALREADY completed the form that you linked to multiple times. The support case gets routed to the same 'Senior Support Team' that are based in India & don't understand the Australian warranty.

As outlined repeatedly in: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-in-violation-of-Australian-Consu...

Google Nest Support refuse to provide warranty support for devices purchased from authorised 3rd party resellers. This is in clear violation of the warranty & Australian Consumer Law.

[zero_sum]

I have completed the form again, highlighting the thread & my username.

Hopefully this time it doesn't get routed to the same support team based in India who repeatedly ignore this issue.

It's disappointing that a company as large as Google completely ignore their obligations when selling products within the Australian Continent. As the manufacturer they are responsible for providing replacement parts, repair services or full replacement for faulty devices.

[zero_sum]

@Lance_L - can you please provide an update? I have completed the web form and linked to the main thread outlining the history of escalating this issue with Google Support 

However, just like every other channel of communication: online chat, telephone, email, social media messenger & these forums, I have continuously received broken promises that a higher level team will respond.

Google's Support Model is clearly broken as the first level of support in India clearly don't have sufficient training on how to escalate warranty support for the Australian Continent.

This is causing Australian customers to move away from Google as their products and customer support fall well below expectations.

[zero_sum]

@Lance_L , @EmersonB , can you please provide an update?

[Lance_L]

Hello everyone,

@zero_sum, I apologize for the delay. Our team has already sent further troubleshooting instructions to your email. Please continue the conversation through that channel.

@icanfly, do you have the case ID from our support team so we can check what’s happening?

Please keep me updated.

Best regards,
Lance

[zero_sum]

@Lance_L I've already spent hours on the phone to a Senior Member of the Technical Support Team for EMEA (as outlined in my thread history).

It feels like this is going in circles as I've already provided the information that this support team is requesting. I've outlined in detail how Google Home states the device is unmounted even after the device is reset. Senior Technical Support identified the issue with the proprietary bracket.

They established the device is faulty.

It is not possible for Google Support to send a replacement mounting bracket.

They recommended that the team responsible for supporting the Australia region issue a replacement device as the item is still within the 2 year warranty period.

Since then all attempts to have the case escalated to the higher level team that support the Australian region have been blocked by "Nathan", a senior member of the APAC support team who clearly isn't trained in the warranty requirements for the Australia region. 

They continuously fail to observe both Australian Consumer Law & the Google Nest Warranty for Australia that clear states that replacement devices are to be issued when a device is faulty EVEN when it was purchased by an authorised 3rd party reseller. This is a legal requirement of a manufacturer - they can't defer responsibility and are ultimately responsible for the product they manufactured.

I have sent through a proposed solution that I believe is more than reasonable given the circumstances.

[Lance_L]

Hello everyone,

I’m sorry for the delay, I genuinely understand the inconvenience you have faced.

@zero_sum, our team already reached out to you via email. Please follow the instructions to return your defective Nest doorbell to receive a replacement.

Let me know if you have any other questions in the future.

Best,

Lance