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File a formal compant

EJeans
Community Member

Hello, 

 

Has anyone been able to file a formal complaint against Google Nest. My google nest camera stopped working after I moved and I called to triage it. After a lengthy conversation, they were unable to do so and sent me a new one, which they asked that I pay for upfront and receive reimbursement after I return my old camera. Unfortunately, no one provided me instructions on how to send back my old device and I returned it with the Google Nest Camera Stand (which my husband had actually purchased separately). 

 

I have now called them multiple times and they say it is under "senior support review". I have not received my $194 reimbursement although I have received confirmation that they received the camera itself and I have also not been issued a new stand or sent back my old one. 

 

Today, similar to prior, I was told they can not provide me any updates and continues to be under "senior support review". They keep promising me a "response by Friday" every week with subsequent failure to reach that deadline. Today, I politely refused to end my call until I was provided an update or a timeline. Eventually the sales customer agent told me they were going to hang up. 

 

This is absolutely absurd customer service. I am mortified for their company. How do I file a formal complaint against the company or escalate this rude and ridiculous customer service approach further? 

 

Thanks!

 

12 REPLIES 12

aatienza
Community Specialist
Community Specialist

Hey EJeans,

 

We're sorry to hear about your support experience. Could you share with us your Case ID with our support team so that we can keep an eye on it?

 

Thanks,

Archie

EJeans
Community Member

Yes - any help would be great. Ref: 3-7792000032571. Today I was promised a return call, but no call as of yet. 

EJeans
Community Member

As expected -- no phone call on Friday. ZERO updates provided to me. Horrible customer service - just completely unacceptable.

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for your assistance, Archie.

 

I've reviewed the case you shared and I can understand how you feel about this. I'd feel the same way too if that happens to me. As I've checked, the request to replace your Nest Cam Battery stand is still under review by our senior support team. To check for a follow up on this, please fill out this form to get a call back from our support team. 

 

Best regards,

JT

Thanks JT and Archie. I think apart from the fact that I have to request an update regarding this (which I will do) -- additionally the $194 charge that I paid upfront has still not been reimbursed. Another issue. 

EJeans
Community Member

Unfortunately, this form that was provided just took me back to customer service after I requested a call. I was put on hold and never provided any update. 

EJeans
Community Member

No updates -- going on week 4 or 5 now. Can anyone provide ANY help?!

janthadeus
Community Specialist
Community Specialist

Hi EJeans,

 

I'm sorry that you have gone through all of this and for the delayed response. I've forwarded your issue to our team and I'll get back to you once we get a word.

 

Best,

JT

Thank you. At this point, I am just completely lost what to do. 

janthadeus
Community Specialist
Community Specialist

Hi Stickan,

 

I know how you feel about this. I've cascaded this to our higher tier of support. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hours.

 

Best regards,

JT

Thank you. I will await to hear correspondence. By saying the thread will be locked, I assume no further correspondence will be available on this thread. As a customer service note, this sends the message that you are silencing your customers, which is HIGHLY concerning. 

janthadeus
Community Specialist
Community Specialist

Hi EJeans,

 

We apologize if this thread will be locked sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. Feel free to submit another post, and provide as many details as possible so that others can lend a hand.

 

Best regards,

JT