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Total Lack of help or even acknowledgement of requests for contact from Google

rascey
Community Member

I have a google home. 3 displays, 3 mini's, 2 google TV's & 7 google battery cameras. I have been totally happy with all these except for the past few weeks. I bought the camera's,  1 in single pack, then 2 of the 3packs. Security loop in the single but not the 3 packs although was advertised that they had them in.

I have been trying to contact Google Australia for help. 3 times I have asked for a call back, 3 times Google has called but then when going to connect the call have said "Sorry, cannot connect at the moment" and ended the call. So I have tried the Chat feature twice, I was No 1 in the queue for over an hr on the first one and now have been 1st in line for over 20mins, Nothing Zip Zilch. Left a message on FB post, removed. I have 3 help requests showing, all of them still sitting there.

Tried going to reseller regarding this, nothing, "we can't even contact them"

One sure way to loose customer goodwill.

Hoping that SOMEONE at google will see this and look into the matter

 

9 REPLIES 9

MianBao
Community Member

Hey Rascey, I've had super good success with the chat feature. I hit it up on Saturday night at about 11PM and waited less than 5 minutes, probably closer to 1 minute. Link: https://support.google.com/googlenest/gethelp?

Maybe it helped that I'm in North America? My only other tip would be to try it on off hours (like Saturday night) when most people are out having fun ha ha.

 

Lance_L
Community Specialist
Community Specialist

Hey everyone,

 

I understand this  has been ongoing for quite some time, and I apologize for the inconvenience it has caused so far. 

To reach the Australian support team, please use this link and make sure to select English (Australia) on the dropdown box.

 

Best,

Lance

rascey
Community Member

Good Morning Lance,  or should I say morning. The same thing happened even when I used that link. Sorry we cannot connect you. Seriously what kind of customer service do you guys have besides NONE

Lance_L
Community Specialist
Community Specialist

Hello rascey,

 

This is not the experience we want you to have. Please try to reach out to our Australian support team during these hours: 8 AM to 7 PM AET Monday to Sunday.

 

Let us know how it goes.

 

Regards,

Lance

rascey
Community Member

Hello Lance

Have to be honest, this is seriously past a joke. "We are unable to connect you at the moment"

And yes I HAVE been trying during those hours. Any other suggestions?? and there were more cases past these ones below

 

Camera  Other
Case ID 7-3076000034623 In Progress Last updated 2 mins ago
 
Camera ⋅ Other
Case ID 8-8304000034496 In Progress Last updated 3 days ago
 
And this last one was using the link some had posted the other day but my query wasn't even for a chromecast.
Google Chromecast ( was email query)
Case ID 4-2013000034310 In Progress Last updated 2 days ago

Lance_L
Community Specialist
Community Specialist

Hi everyone,

 

@rascey, I’m sorry for the delay. Upon checking the case, I saw that our support team had already sent two of the six secure loops that you requested. I have notified the team that you still need the remaining four secure loops. Hang tight.

 

Best,

Lance

EmersonB
Community Specialist
Community Specialist

Hey everybody,

 

@rascey, 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.

 

I appreciate the help, Lance.

  

Thanks,

Emerson

Jenelyn_O
Community Specialist
Community Specialist

Hi rascey,

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

 

I appreciate the help, Lance and Emerson.

 

Thanks,

Jenelyn

Anonymous
Not applicable

Im in oz too and have 8 cameras plus other google garbage. Theres info below to get the phone number you need.

Google support in Australia or google Australia is utterly farcical. There is no such thing. There is no google Australia number that actively takes calls none at all they say they are putting you through and no one answers ever ive tried a hundred times over 18 months "no jokes"..

However if you still have the camera boxes inside the box is a small leaflet/booklet in small writing there is a phone number for aus/nz support. This will get you to google support that will then transfer you to camera support etc or wherever you need to be transferred to. Sometimes they will say they can only help usa or canadian users but explain your situation as in there is no help at all in Australia and explain the phone number is on the leaflet inside the box stating its an aus/nz support number. This phone line is active 24/7 ive used it day and night for over a year now. They will create a case and will email and call you back when necessary. Ive achieved varied results with this phone number..

n saying that this phone number is by far your best bet as Australian google help is completely and utterly non existent as in zero zilch sfa none whatsoever...