How do I escalate a ticket

[Carsten1]

I have issues with my Wifi setup. Support always just sent me the same useless recommendation. I was promised that technician calls me back. Never happend.

I asked to have case escalated several times. This is just ignored

how do I get a real technical person to call and not just the call Center people that always tell you to reboot and unplug the the router. How can I escalate this. Is there an email that I can use.

I work in IT and that the worst support experience for the last 20 years.

[Carsten1 · Accepted solution]

I moved the house and set it up new. I get the router to running and then it does not add the others to the Mesh. It keeps telling me that they are to far away. I have them sit next to eachother

0-0075000038988 That is the ticket number

[Carsten1 · Accepted solution]

Just got some more standard support advices. What scared me even more, is that there is no possibility to talk to a technician. Also there is no way to escalate the ticket to a manager. Sorry, such a poor support. Last time ever that I will buy a Google product.

[JillG]

Hi @Carsten1 

Did you get a case number? If so, post it here and I can escalate it to one of the Community Specialists for a look.

Also, what's going on with your Wifi?

J

[Carsten1 · Accepted solution]

I moved the house and set it up new. I get the router to running and then it does not add the others to the Mesh. It keeps telling me that they are to far away. I have them sit next to eachother

0-0075000038988 That is the ticket number

[Carsten1 · Accepted solution]

Just got some more standard support advices. What scared me even more, is that there is no possibility to talk to a technician. Also there is no way to escalate the ticket to a manager. Sorry, such a poor support. Last time ever that I will buy a Google product.

[Carsten1]

The worst is the constant lying and fake promises of your support people. Is this really the Google business culture 

[Carsten1]

Again call with support, same again. Please summarise the issues and sent them again.

can be believe some of the advice I get from a technician.

the support is just a call center that asks you to summarise the points and than you get an email from technican. Sorry this not support at all 

[Carsten1]

I give up with Google. Worst support experience in my entire life. I will buy different brand and will no longer waste time on this. No response at all

[GabrielaG]

Hi @Carsten1,

Thanks for reaching out to the Google Nest community. I'm sorry to hear that your Nest WiFi is not working as expected. I appreciate your time doing troubleshooting steps with the Google Nest Support Team. I'm happy to help you right now.

We're aware of an issue with the Nest WiFi and Nest Wifi points connection affecting users. Our engineering team is working on a fix for the problem as soon as possible. 

Please send us feedback in the Google Home app using this keyword “GWT3.” We will let you know as soon as we have a resolution for this.

Feel free to keep us posted if you have more questions.

Best regards,

Gabriela

[Carsten1]

Gabriela, I have given up on Google Nest. I spent 10 hours and with all your recommendations and then you tell me it is product issue. I have ordered equipment from different brand. You support told me, that they will look in, if they can refund me my money. Guess what, no answer. I'm done if Google and will not waste more time on it. 

Also wrote a Google review to warn any other people about you product and poor support. The worst thing for me is that you are not honest as company. 

[Carsten1 · Accepted solution]

Support team sent 2 more ideas, booth did not work. Just let them know that you have product issue. Bought a different brand and got it installed in 5. minutes . Still have not heard anything on the refund somebody promised me in support. Just a very poor company culture. Fake promises and no real support. Same on you Google.

[Carsten1]

Google is the worst brand I ever worked with in it. Worst is the Fake company culture and nobody seems to care @GabrielaG  @JillG  

[Carsten1]

Support came back and said they can not refund after 2 years. So Google product will only work 2 year and that is bad luck. Looks like the bug to fix will take weeks or months. This is worst company culture. This how you ruin a brand. Sold my Google shares also, since I no longer believe in this company @GabrielaG @JillG 

I never had so many support people promise something and not get back to me. 

[Carsten1]

Still no fix to the bug. 🐛.  Got me a Telkom repeater. Worked in 2 minutes.

just want to sell the **bleep** routers on ebay. In comparison to Google I feel that you should treat people right and not **bleep** then over. So I will wait for the fix and than sell them, even if it will Google to fix it for months. Worst customer experience im 25 year IT. Shame on Google @JillG @Carsten1