Nest Support Refuses to Respond

[VeLa]

It has been a week and I keep emailing Nest support just to be ignored. I know ya'll are busy but I worked for Apple and we had to respond or lose our jobs. We spent quite a bit of money on Google products are treated very badly. I noticed other people are frustrated with this too. Why do I fill the form out 9 times to get an answer? This is really poor customer support. 

[EmptyNester]

Hi VeLa,  This is a user forum and I know Google does not read these posts.  You might try speaking with a customer support / tech person directly on the phone.  Here is the link to open a support ticket and after you answer the questions there is an option to escalate to a phone call.

https://support.google.com/googlenest/gethelp

[zero_sum]

I have the exact same experience documented here:

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

Google Nest Support appear to ignoring an entire continent! There is no way to contact support capable of supporting the Australian region. Telephone callback is unable to connect to a support agent. The numbers listed on the warranty page can sometimes connect to telephone support on the Phillipines but they only support Europe, Middle East & Africa. The live chat support based in India only support USA & Canada - they do not have any ability to process warranty claims for Australia. I have been requesting to have my case routed to a support team capable of understanding the Google Nest Warranty that is specific to Australia as their live chat support responses are in breach of Australian Consumer Law. For some reason the updates that I try to add to the thread are no longer visible. It's disappointing that Google are aware of how poorly implemented their support is for Nest devices but they allow this to remain.

[Anonymous]

I have had the same experience as well. And these generic replies from these so called experts are wearing a bit thin...

To any prospective buyers take heed and buy another brand steer well clear of google products

[EmersonB]

Hello everyone,

We know where you're coming from and this is not the experience we want you to have. To confirm, were you able to reach out to the support team? In case you have, could you give us your case ID? So that we can take a closer look. Looking forward to your response.

I appreciate the help, EmptyNester.

Regards,

Emerson

[EmersonB]

Hey everybody,

I'm dropping by to ensure that everything is covered here. We would appreciate it if you could share the information I’m asking above. We'd be glad to hear from you.

Thanks,
Emerson

[zero_sum]

@EmersonB can you please provide an update? 

As requested, I previously completed the form that you linked, which has additional fields for the forum thread & my username. 

It appears that whenever a support request is raised for the Australia region, it ends up being blocked because the APAC support staff (based in India) don't understand the warranty requirements for the Australia region and refuse to escalate issues to the appropriate higher level team. This is a significant problem as it breaches Google's warranty obligations.

Since completing the form nothing has happened. It is the same result as every other escalation request. Another broken promise that someone will be in contact.

It appears that Google is completely ignoring the Australian Continent. The world only has 7 Continents! It's disappointing that a company as large as Google could treat customers so poorly. 

As a community specialist, I hope that you are able to escalate this issue accordingly.

[zero_sum]

@EmersonB - can you please provide an update?

As outlined in my thread, every attempt to escalate this issue appears to be blocked by "Nathan"  a Senior Support Team Member that supports APAC. They clearly need re-training and appear to ignorant of the fact that they are not trained in the warranty requirements for the Australia region.

For several weeks I have attempted to resolve this issue but it appears the only option remaining is to take further action against Google. They appear to be ignoring their warranty obligations within Australia and hopefully receiving a large fine will motivate them to improve these support processes.

It's disappointing that a large number of customers are having these same issues but these community forums don't do anything to assist. A simple update on the progress would have been sufficient.

[EmersonB]

Hi zero_sum,

I appreciate your efforts posting here. I've checked your case and saw that you've been in touch with our support team. Please continue your conversation there to avoid confusion here. Let us know if you have more questions in mind.

Best,

Emerson

[EmersonB]

Hey there, 

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

[zero_sum]

@EmersonB , my interactions with Google Support are documented here:

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

There are several support cases because Google has failed to address the issue on every support channel available:

• The default form at: support.google com/googlenest/
• Live Chat -India based team only capable of processing warranty replacement for USA & Canada
• Telephone call-back - does not connect as the Australia Region Support Team are only accessible via email
• Telephone - numbers from warranty - Phillipines based team support Europe, Middle East and Africa - not Asia Pacific. 
• Email - repeated requests to route to the team responsible for warranty support for Australia do not get actioned. It appears that the same India based "Senior Support Team" also respond to email. The issue is they refuse to understand the Google Nest Warranty and Australian Consumer Law, which requires them to support devices purchased from authorised 3rd party resellers.
• Social - Facebook Messenger - this appears to create another ticket via the web form but it still doesn't get routed to the team responsible for supporting the Australia region.

If Google is aware that they are failing to meet their warranty obligations in the Australia region, why don't they change their support model to address this?

[zero_sum]

@EmersonB - can you please provide an update?

I completed the web form that you requested and linked to my thread:

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

For several weeks I have continuously requested that my support cases be routed to the team responsible for providing warranty support to the Australia Region. It appears that the senior support team responsible for escalating these requests via email refuse to do so and need re-training.

[Anonymous]

I reiterate to any prospective buyers take heed do not buy googles garbage products.