Ghosted by Google Support

[LetDown1]

I've been an avid Android/Google user for nearly 16 years, but I've recently learned that Google has the worst customer support I've ever experienced.

I have a Nest Cam with Floodlight. I noticed the floodlight functionality started randomly disappearing from the app. I could see the camera, but the floodlight would come and go. I reset the camera and that did not fix my issue. I wasn't sure if I was still within my warranty period, and when I checked, I found that I still had 2 days remaining on my 1 year warranty. I submitted a support ticket on 11/16. I received a message and then a call from Nest "Customer Care". I spent an hour and 34 minutes on the phone jumping through the various hoops resetting the camera again, deleting the app etc. and being handed off to a supervisor who assured me that the Google Engineers would try to determine what the issue was and then I'd get a response.

As soon as I hung up I received an email with the following.

"Thanks for reaching out to the Google Nest Customer Care Team.

It was a pleasure assisting you today. If you need more help, please feel free to reply to this email and I'll be getting back to you as soon as I am available! You can take a look at the following article for more useful information about your product: Change floodlight settings."

Two days later on 11/18 while I'm at work I receive another email with this.

"I have an update on your case, can you tell me when is the best time I can contact you back?"

Early on 11/19 I reply with the following. "I'm available all day today and tomorrow (Saturday and Sunday). I'll be available after 4:30 pm Monday. I'm still unable to see the floodlight on the Google Home app, and I have no way to control it. So I hope the resolution is to send me a replacement floodlight."

I received no response. I then emailed multiple times over the next week and never received a reply.

On 12/5, I opened another support ticked and asked why I was never contacted about my prior ticket. I was given an apology and then passed from person to person yet again. I gave access to my nest device for troubleshooting purposes and was assured I'd get a response regarding my issue.

Guess what? Nothing. No email, no call, nothing.

I've spent thousands of dollars on Google branded Pixel phones and Buds, and have at least 8 other Google branded devices inside and outside my home. I actually planned to upgrade from my Pixel 6 Pro to the Pixel 7 Pro and to buy the new Pixel watch when the Black Friday specials came out. But because of the awful Google "Customer Care" I experienced, I promise you the Pixel 6 Pro I currently use will be my last Google branded device. So now Google will be Ghosted by me and I'll take my business elsewhere.

[Jimmy_J]

I am doing the same thing. Google has lost me as a customer as well. Thank you for sharing your story.  I hope others read it and take note to avoid their products!

[aatienza]

Hey LetDown1,

Oh no! I'm sorry to hear that. Could you give us the case ID from your interaction with our support team so I can take a closer look?

Thanks,

Archie

[LetDown1]

Hey Archie. Sure thing. But based on my interactions with Google Support I don't expect it to make any difference.

I feel like they waited out the expiration of my warranty period and then just closed the book on my claim.

Here is the info you requested.

Case ID for 11/16/22 was 7-5648000033113.

Case ID for 12/05/22 was 0-2011000033582.

[LetDown1]

Nothing? Pretty much the result I expected. I guess Google genuinely doesn't care to lose faithful customers.

[aatienza]

Hey LetDown1,

We know that this has taken some time. I'll make a follow up with our team and rest assured we're not leaving you hanging. I'll make sure to keep an eye on your case.
 

Thanks,

Archie

[EmersonB]

Hello everyone,

@LetDown1, we're sorry for the delay. Our support team recommends you to call us to check options to help you. Hit this link to proceed. Let us know if you have other questions.

Regards,
Emerson

[EmersonB]

Hey LetDown1,

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.
 
Best,
Emerson 

[EmersonB]

Hi LetDown1,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks,
Emerson 

[LetDown1]

Hi Emerson. Yes, I still have the same problem that I had the first 2 times I reached out to the support team. I still can't see my floodlight on the app and because of that I still can't control it. Your response to call the support team is a bit perplexing. What could I possibly share with them on the 3rd attempt that I didn't already go over the first 2 times I reached out for support? If they have the correspondence from those calls, emails and device logs, they should be able to see that I have a faulty floodlight camera and should have received a replacement. Unfortunately, I expect that I would receive no better treatment or follow up on a third attempt at a resolution than I did the first 2 times. This should have been resolved the first time I contacted support. As a rough estimate, I figure I've purchased over $5000 worth of Google branded merchandise and spent thousands more on Google services such as YouTube TV, YouTube Red, Nest Aware, etc but my loyalty meant nothing when I reached out for support. I was left with no answers, no follow up, and no resolution. But now you're telling me me to give support a call and it'll be better this time? I think not. I've already passed on the new Pixel 7 Pro and Google watch because of the poor customer service I received. Every Google device I own is now out of warranty, and as the time comes to replace each one, I will no longer consider anything made by or for Google. Google has done nothing to earn my continued business. I've gotten nothing but the run around.

Regards.