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Nest Hello/Google Nest Support

MadNester
Community Member

I rarely post to forums, but my experience with my Nest Hello and Google Nest Support is worth sharing.

Purchased new Nest Hello on July 6, 2023 to replace one with cosmetic damage (purchased before the Google takeover). The Hello worked fine for 5 months before going offline. Following advice from this forum and Google websites, I made multiple unsuccessful attempts to re-add the device. Two weeks ago, I placed my first of 6 calls to Google Nest support. In the first call (1.5 hr) support walked me through a number of possible fixes (create new home, remover power, use mobile hotspot, etc). All failed. They escalated, and told me expect an e-mail reply in 2 days. The e-mail never came.

Every subsequent call was a start from scratch effort, repeating the same fixes and dealing with a support tech who could barely understand english and often provided wrong information (the Hello can only be added to Google home, etc). I re-installed by old Hello and it connected to my Nest account on the first attempt.

After 2 weeks of this, and a non-functioning Hello hanging loose at my front door, I filed a warranty replacement request. The first request was lost in the crack Google/Nest support system, and I just got off the phone for 1.5 hrs working on a second request, with an equally incompetent support rep.

Bottom line: Google would not honor the warranty because I purchased the Hello from Amazon, a third party. This, despite the fact it was purchased from the Google LLC storefront on Amazon. Google/Nest support told me the same would hold true if I purchased from Home Depot.

Good companies stand behind their products. Not doing so is a poor business practice, and one more reason I stay away from the Google ecosystem. But throughout my experience the Google/Nest support was the worst I have experienced. And I've experienced cable company support.

 

 

5 REPLIES 5

EmersonB
Community Specialist
Community Specialist

Hi MadNester,

 

Thanks for reaching out here in the Community. To know more about this issue, please share your case ID here so that we can take a better look at what happened.

 

Regards,

Emerson

Emerson,

Seems I was assigned a new case ID each time I contacted support, but the one that is most recently active is: 9-8857000035802.

Please let me know if you need additional information.

Tom Ellis

EmersonB
Community Specialist
Community Specialist

Hello MadNester,

 

Upon checking this was the last update from the higher tier of support,  "Thank you for the invoice, yes your case has been escalated and they requested for the invoice. And I will re escalate and get back to you with further updates.".

 

 I would recommend you to continue your conversation there to check if they would require you some information that can't be discussed here publicly.

  

Best,

Emerson

MadNester
Community Member

Thank you. The emails I have received do not allow replies. 

EmersonB
Community Specialist
Community Specialist

Hey MadNester,

 

I'm referring to the emails that you're able to reply to. I saw your conversation with our support team and she's the one who advised you to get back to you with further updates. 

  

Thanks,

Emerson