Unresolved Warranty Claim & Abysmal Customer Service - Worst Experience Ever

[Sudden]

My regretful ongoing experience with your customer service has been nothing short of appalling and a shocking indictment of your business practices. For a company of Google's stature, the level of incompetence and unresponsiveness I have encountered is shameful.

I have been trying to resolve a simple warranty issue over the past three and a half months and counting. Yes, three and a half months. Would that be acceptable if it were you? In this time, I've encountered a ceaseless barrage of incompetence. During this whole fiasco, I have been misled, given conflicting information, lied to, and treated like my issue was of no concern.

The sheer length of time it has taken to process a simple return — three and a half months and counting — is inexcusable and speaks volumes about the inefficacy of your entire operation. Any company worth its salt would have resolved such a straightforward issue in a fraction of the time. Your customer service reps act like Google ( a 1.7 trillion dollar company) will take the warranty reimbursement out of their paycheck if they dare to honor a warranty reimbursement.

I have lost count of how many people I have spoken to and how many cases have been assigned for the same unresolved issue. Great process you have there. I have been asked to provide the same information over and over as I keep getting bounced from one support agent to another. I have to start over each time despite having provided the necessary details and invoices multiple times. This process has been frustrating and an outright waste of my time. Maybe your model is designed to wear the customer down and waste countless hours of their time so they go away.
Your so-called "Senior Support" should be ashamed. They are a glaring example of how not to do customer service, ineffective to the point of being entirely useless. They have failed to provide accurate information, timely responses, or even the simplest follow-up. Frankly, their designation as "senior" anything is an insult to customer service professionals everywhere. If I had a dollar every time I heard that, you would get back to me within five days. Not once has that happened without having to follow up myself.
What I find most disturbing is your practice of referring businesses with your customer's contact information submitted through your 'Find A Nest Pro' website, only to claim later that these same businesses are "unauthorized dealers." It's not just contradictory; it's slimy and dishonest. Why would you willingly give an unauthorized retailer your customer's contact information to sell/install cameras if you do not intend to stand by your own warranty and claim they are unauthorized? After three and a half months of misleading me and wasting my time, you conveniently bring up this "unauthorized dealer" nonsense. What's worse, you did this only after receiving the camera I returned while possessing my purchase invoice and repeatedly telling me I would be refunded via Payoneer since the camera is discontinued and not store credit, which I have records of. This is not just a delay tactic; it's a pathetic attempt to brush me under the rug and add insult to an already terrible experience.

Based on my experience with the previous support's inability to provide somewhat decent support, I only sent in one of the two cameras because I knew Google would find some way to weasel out of doing the right thing. Sure enough, they are doing just that.

I'm starting to question whether Google ever had any intention of honoring the warranty or issuing a refund in the first place. I suspect that this entire process has been nothing but smoke and mirrors.

If this is how Google/Nest handles customer service, it's a stunning indictment of your business ethics and operations. I demand immediate action and correction, and I strongly recommend you take a long, hard look at the farce you call "customer support."

In summary, my experience with Google's customer service has been nothing short of a disaster. If immediate corrective action is not taken, I will have no choice but to explore other avenues to resolve this matter — not only out of personal principle but also to hopefully prevent others from enduring the nightmare many have already expressed in various forums. I urge you to treat this as a final opportunity to rectify the situation and reevaluate your entire approach to customer service before this becomes an issue you can no longer contain.

[Lance_L]

Hello Sudden,

Thanks for reaching out to the Community. I’m sorry for the trouble this has caused you. I’d like to dig deeper into this. Can you share the case ID from your interaction with our support team, so I can check what happened?

Best,

Lance

[Sudden]

4686000034262 

[Lance_L]

Hi Sudden,

Thanks for getting back to me with the case ID. I'm sorry for the delayed response here. Our support team is still looking into this issue for you. They'll reach out via email as soon as they have more information to share.

Regards,

Lance

[Sudden]

Any update yet?
Now my support contact is not replying to my email questions. Probably because Google would have to address the glaring contradictions I presented. How does one get in touch with someone in a position to do something over there.....like provide support? I have yet to experience that in the last four months. 

[Lance_L]

Hello Sudden,

Apologies for the late response. The support team has responded to your email; you may continue working on the issue through that channel.

Best regards,

Lance

[Sudden]

Yeah, there's no rush or anything. It's only been just under four months and counting, and it's safe to say we're setting records here. It's not every day you get to enjoy the world's slowest customer service marathon, but life is full of surprises.

I have to hand it to you all at Google Nest. Your ability to turn a simple issue into a four-month-long saga is truly remarkable. Most folks might think resolving it should take about 15 minutes, but what do they know?

I'm genuinely intrigued. Is this how things typically roll over at Google Nest? You know, keeping customers on the edge of their seats for nearly four months, especially when the issue is as clear as day? Who needs timely resolutions or transparent support processes when you can have an epic quest for customer service?

Now, let's talk about the "senior support" agents. I've encountered a fair share of them during this Odyssey. I had this wild idea that maybe, just maybe, one of them would recognize the incredible delay and decide to speed things up a notch. You know, escalate the case as if it's on fire or, heaven forbid, process the refund that should have been completed way back when.

But I must admit, my optimism may have been misplaced. It seems the four-month marathon is far more exciting than a quick resolution. I'm starting to think I’ve set my expectations high here.

So, in the spirit of things moving at their own leisurely pace, I look forward to your response whenever you're ready. After all, what's another week in the grand scheme of things?

[Sudden]

My regretful ongoing experience with your customer service has been nothing short of appalling and a shocking indictment of your business practices. For a company of Google's stature, the level of incompetence and unresponsiveness I have encountered is shameful.

I have been trying to resolve a simple warranty issue over the past three and a half months and counting. Yes, three and a half months. Would that be acceptable if it were you? In this time, I've encountered a ceaseless barrage of incompetence. During this whole fiasco, I have been misled, given conflicting information, lied to, and treated like my issue was of no concern.

The sheer length of time it has taken to process a simple return — three and a half months and counting — is inexcusable and speaks volumes about the inefficacy of your entire operation. Any company worth its salt would have resolved such a straightforward issue in a fraction of the time. Your customer service reps act like Google ( a 1.7 trillion dollar company) will take the warranty reimbursement out of their paycheck if they dare to honor a warranty reimbursement.

I have lost count of how many people I have spoken to and how many cases have been assigned for the same unresolved issue. Great process you have there. I have been asked to provide the same information over and over as I keep getting bounced from one support agent to another. I have to start over each time despite having provided the necessary details and invoices multiple times. This process has been frustrating and an outright waste of my time. Maybe your model is designed to wear the customer down and waste countless hours of their time so they go away.
Your so-called "Senior Support" should be ashamed. They are a glaring example of how not to do customer service, ineffective to the point of being entirely useless. They have failed to provide accurate information, timely responses, or even the simplest follow-up. Frankly, their designation as "senior" anything is an insult to customer service professionals everywhere. If I had a dollar every time I heard that, you would get back to me within five days. Not once has that happened without having to follow up myself.
What I find most disturbing is your practice of referring businesses with your customer's contact information submitted through your 'Find A Nest Pro' website, only to claim later that these same businesses are "unauthorized dealers." It's not just contradictory; it's slimy and dishonest. Why would you willingly give an unauthorized retailer your customer's contact information to sell/install cameras if you do not intend to stand by your own warranty and claim they are unauthorized? After three and a half months of misleading me and wasting my time, you conveniently bring up this "unauthorized dealer" nonsense. What's worse, you did this only after receiving the camera I returned while possessing my purchase invoice and repeatedly telling me I would be refunded via Payoneer since the camera is discontinued and not store credit, which I have records of. This is not just a delay tactic; it's a pathetic attempt to brush me under the rug and add insult to an already terrible experience.

Based on my experience with the previous support's inability to provide somewhat decent support, I only sent in one of the two cameras because I knew Google would find some way to weasel out of doing the right thing. Sure enough, they are doing just that.

I'm starting to question whether Google ever had any intention of honoring the warranty or issuing a refund in the first place. I suspect that this entire process has been nothing but smoke and mirrors.

If this is how Google/Nest handles customer service, it's a stunning indictment of your business ethics and operations. I demand immediate action and correction, and I strongly recommend you take a long, hard look at the farce you call "customer support."

In summary, my experience with Google's customer service has been nothing short of a disaster. If immediate corrective action is not taken, I will have no choice but to explore other avenues to resolve this matter — not only out of personal principle but also to hopefully prevent others from enduring the nightmare many have already expressed in various forums. I urge you to treat this as a final opportunity to rectify the situation and reevaluate your entire approach to customer service before this becomes an issue you can no longer contain.