I bought and installed a google wired doorbell, 2nd generation, for my father who is 93 yrs old. Tried to install it on August 13th but it wouldn’t chime and google tech support said it was a defective chime puck and they would send me a replacement. Three attempts later trying to get it shipped, I reached an agent finally who helped sort the matter and I received notice that a replacement doorbell was shipped. I would have 21 days to return the defective unit once I received the new doorbell. When I received the package, google had actually sent me a Fitbit watchband. I again called google and they said they could not Re ship a new doorbell until I returned the watchband, and once received google would process an order a replacement doorbell. I did return the watchband and two days later google received it per the tracking number.
needless to say, google has not shipped me a doorbell. I called and chatted again to follow up when the doorbell would be shipped and was told the case had been escalated, and I simply had to be patient. Two things followed : 1) a google rep emailed me to say it was up to me to call fed ex and find out why they had sent me a watchband instead of a doorbell. 2) google emailed me to say that now that they had sent me a doorbell, I should return the defective unit in 21 days to avoid being charged a hold of $191.
I again contacted google and was told not to worry, that was an automated system and I would not be billed and to be patient because the case had been escalated. The agent said I had received the doorbell “yesterday”, it had been shipped the day before. I told him I hadn’t gotten it, and he gave me a tracking number that confirmed it had indeed been delivered. When I questioned that he gave me the tracking number, which was in fact the tracking number for the watchband that I had mailed back to them and that in fact he was confirming to me that google had received it, so I asked when the doorbell would be sent to me. I was told to be patient because the matter had been escalated.
a few days later I got a second notice from google saying I was going to be charged for a replacement doorbell because I hadn’t sent the defective one back. I called and emailed google and the agent said, do not mail the defective unit because I had opted for the advanced exchange and I should sit tight and be patient, the matter had been escalated and he was waiting to hear from the team as to what would be done. He said not to worry about the charge, google wouldn’t do that in actuality and if the did I should let him know and he would have the charge removed. Today, I was charged the $191. I wrote back to the agent and he said nothing he could do, the case had been escalated and I needed to be patient.
I have tried to call corporate offices in California at their listed 800 number, I was out on hold on two occasions and sat on hold for 1 1/2 hrs before I hung up.
can anybody clue me in on what I need to do to actually get some help, to get a replacement sent to me, and now to have the charge removed for a doorbell that they never sent to me?
your ideas and direction are greatly appreciated, thanks in advance.
bruce
