Faulty nest cameras sold in Australia. No refunds or replacements?

[Kudos_74]

I cannot return faulty nest cameras and receive replacement cameras or a refund. Google Australia will not answer phone number +61 1800 905 941

Yet This is from an agent the other day.

Hello Terry,
Thanks for reaching out to the Google Nest Customer Care Team.

It was my pleasure speaking with you today, I hope this email finds you well. Like what we talked about earlier, you will need to contact the Camera Australia team to get the cameras replaced as I am not allowed to process the replacement from my end. Please let them know that the cameras wont reset anymore as we already Factory reset it multiple times.

For your reference your case number is 0-0898000034314. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,

Ice

The Google Nest Customer Care Team.

I have been trying for days now. I have been trying the 1800 905 941 constantly and it isn't connected.  Then I go back onto the chat and they tell me that all they can offer is to trouble shoot. We are way past that. How can google sell products in Australia yet there is no replacement or refund offered. No other company would get away with this under Australian consumer law. 

What should I do please?

[zero_sum]

My device has a faulty mounting bracket & is located in Australia. The device is completely unusable due to the proprietary design - it is magnetic and has specific tabs to let the device know that it's mounted to these particular mounting brackets only available from Google.

For several weeks I have been escalating the issue with Google Support, as the device is still under warranty and eligible for replacement parts or an entire replacement (which Google Support have determined is necessary as they don't supply spare parts).

However it appears that the replacement process is continuously being blocked by Google Support who clearly don't understand Australian Consumer Law or Warranty Obligations. The Australian Continent is completely ignored by Google Support and all channels of communication available are unable to reach the higher level Australian Support Team.

Moderators of this forum appear to ignore these threads and their attempts to refer the matters to Google Support do not seem to have any impact.

In short, Google have manufactured a device that will only function with their proprietary mounting bracket. They refuse to supply spare parts even though they are required to under both warranty and law. Your device may be eligible for an entire replacement if the mounting bracket is faulty (as there is a known issue with some).

I've documented my attempts to reach the appropriate area of Google Support in the thread below:

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

[EmersonB]

Hello everyone,

@Kudos_74, thanks for bringing this up. We know where you’re coming from and this is not the experience we want you to have. I've escalated your case to our support team to assist you with your concern. They'll be calling you on the number you provided with us. Let us know if you have more questions in mind.

@zero_sum, we understand why you feel that way and we wanted to help you with this. Please share here your case ID so that we could take a better look and check our options here. Looking forward to your response.

Regards,

Emerson

[Kudos_74]

Hi, I ended up searching and searching online and doing all kinds of tricks to get the cameras charging again and factory resetting them several times. They are working now no thanks to google support. My ISP was actually more helpful than google support. What a disgusting so called technical support system from google. They actually wait and wait and do not follow up and they keep on issuing a new ticket each time you contact them. You start form the start again on a chat. What a waste of time. And you actually have to post here to get any kind of attention to a very frustrating issue. And then you have to just keep on trying to fix it yourself. I am never buying any google products ever again. 

[EmersonB]

Hi folks,

@Kudos_74, thanks for your update. We're glad that it's working now. We know where you're coming from and this is not the experience we want you to have. We hope we can make it up to you in the near future. 

@zero_sum, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Emerson

[EmersonB]

Hey everybody, 

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Thanks,
Emerson