Terrible customer service

[tnguyenlogin]

Your customer service is terrible. Please forward this to your management team for improvement.

Chat transcript for case: 3-2304000035951
Jan 5, 3:06 PM (Pacific Time)

3:06:49 PM Mary: Mary joined the conversation
3:06:50 PM Ro: Ro joined the conversation
3:06:55 PM Mary: Welcome! Your Case ID is 3-2304000035951. Refer to this if you need to contact us again.
3:07:26 PM Mary: Hi Ro, welcome to Google Support! My name is Mary.
3:07:39 PM Ro: Hi Mary
3:08:28 PM Mary: I understand you are contacting us to know about the subscription.
3:09:07 PM Mary: Don't worry i am here to help you.
3:11:40 PM Mary: This codes cannot be used to purchase the subscription,It can only be used to purchase devices.
3:12:20 PM Ro: i have a code, how do i redeem?
3:13:18 PM Mary: Could you please help me with the code.
3:13:40 PM Ro: 30B2NA
3:13:47 PM Mary: Thank you for providing the code.
3:13:59 PM Mary: Could you please allow me 2-3 minutes
while I look into your details and help you accordingly ?
3:14:05 PM Ro: yes
3:17:12 PM Mary: Thank you for staying connected with me.
3:17:49 PM Mary: For the needed time to resolve your user support issue, you agree to allow Google customer support access to your Google product and account data. This data may include product information, Serial Number, countries or regions in which your product was purchased, account history, and limited historical usage data. Google uses this data to improve your customer service experience, to troubleshoot issues with this product, see promotion history, and for fraud prevention. Google handles this data as described in
3:18:20 PM Mary: Do you agree with the consent?
3:19:04 PM Mary: https://policies.google.com/privacy?hl=en-US
3:19:42 PM Ro: yes agree
3:19:47 PM Mary: Thank you for confirming.
3:20:08 PM Mary: Could you please allow me 2-3 minutes
while I look into your details and help you accordingly ?
3:20:23 PM Ro: yes
3:23:27 PM Mary: Thanks for your patience. I'm still here looking into this issue for you. Are you okay with me getting back to you once I have an answer, or would you prefer that I check in with you every few minutes?
3:24:06 PM Ro: how long do you think it will take?
3:25:07 PM Mary: Thank you for staying connected with me.
3:25:29 PM Mary: Did you receive any email with 6 digit code.
3:26:23 PM Ro: to which email?
3:27:29 PM Mary: To the email which you have using to redeem the code.
3:27:45 PM Ro: that should be #

3:27:46 PM Ro: no
3:28:05 PM Mary: Thank you for confirming.
3:35:52 PM Mary: Ro, could you please confirm the email on which you received this 6 digit code?
3:37:17 PM Ro: I don't see it
3:37:24 PM Ro: which email did u send it to
3:38:32 PM Mary: I apologize we don't send the code, net secure send the code
3:39:20 PM Mary: Could you want me transfer this chat to net secure.
3:41:43 PM Mary: May I know if you’re still there?
3:41:58 PM Ro: so you don't know which email?
3:42:08 PM Mary: Yes we don't know.
3:42:19 PM Ro: let me look through a few
3:42:26 PM Mary: Sure, please take your time.
3:43:38 PM Ro: I'm logged into a few accounts, but I don't see it
3:43:48 PM Ro: how did you pull up my account?
3:44:00 PM Ro: and does it show you which email is associated to my account?
3:45:00 PM Mary: To check the account associated with your Nest secure system, let me connect you to the Nest secure team who will help you further.
3:45:52 PM Ro: wait, I know which account that is it's the cloud account
3:46:07 PM Ro: but I did not receive anything
3:46:15 PM Ro: can you send again
3:46:41 PM Mary: Mary added participant(s): Alliah
3:46:42 PM Alliah: Alliah joined the conversation
3:46:50 PM Alliah: Hi! Thanks for contacting Google Chat Support! This is Alliah. How can I help?
3:47:01 PM Mary: Mary left the conversation
3:48:01 PM Ro: uh what happened to mary
3:48:14 PM Ro: why am I speaking to someone else?
3:48:25 PM Ro: I have a code for $200 store credit because nest secure is ending, I want to know if I can use the credit towards the monthly subscription
3:48:42 PM Ro: I just want to redeem my code
3:49:31 PM Alliah: I appreciate you for bringing that concern to my attention . Nothing to worry about you got me on the line . I'll be more than happy to assist you with your concern today

3:51:00 PM Ro: but seriously I had to talk to the other rep for almost an hour and then she abruptly left and now I have to start over with you?
3:51:39 PM Ro: why.
3:53:02 PM Alliah: I do apologize for that.
3:54:02 PM Ro: I'm sorry but I've already been here for an hour and didn't get anywhere, can we try to speed this up
3:54:42 PM Ro: can you please start helping and not just apologize
3:55:12 PM Ro: otherwise can I talk to a manager or supervisor from google store support?
3:55:12 PM Alliah: Alright, let me go ahead and check my information here on my end. Would you mind if I’ll be asking for 2- 3 minutes?

3:55:35 PM Ro: yes please go ahead
4:02:34 PM Alliah: Thank you for patiently waiting on the line. For your concern since our department is lock and secure and I'm afraid to say that I’m not equipped to help you with that issue I will be sending you an information for you to connect to the right department. Is it okay with you?
4:04:25 PM Alliah: Here's a link below for you to connect you with the right department for that .

https://support.google.com/googlenest/gethelp?hl=en
4:05:16 PM Ro: what department is the right department?
4:06:08 PM Alliah: The google store support
4:06:28 PM Ro: that's what I did and ended up talking to you
4:06:38 PM Ro: I need a supervisor or manager please
4:07:05 PM Ro: this is super ridiculous, terrible customer service
4:08:00 PM Alliah: I do understand your concern; however, I can only support you with your technical issue at this time. I’m happy to help you as much as I can but we are unable to comment on matter.

4:08:36 PM Ro: supervisor manager please
4:11:10 PM Ro: HELLO
4:11:20 PM Ro: i need a supervisor or manager please
4:11:44 PM Alliah: Alright, hold on and let me go ahead and check if there is available supervisor.
4:13:49 PM Alliah: Alright, Hello there for your concern actually you can check your email from time to time containing the unique coupon code and instructions on how to redeem the offer.
4:14:31 PM Ro: no I need to talk to a supervisor now
4:17:08 PM Alliah: I do understand that you wanted to talk to one of my supervisor but, my supervisor and I have the same resources and there is no available supervisor .
4:18:03 PM Ro: how do I report my interaction with you and Mary? what is your rep ID? and I want to talk to a supervisor regardless please.
4:18:38 PM Ro: this is no longer about redeeming the code, I want to report how terrible the customer service is here
4:18:50 PM Ro: so I need to talk to your supervisor
4:20:24 PM Alliah: Alright, hold on.
4:20:51 PM Ro: hurry I've already spent over 1 hour with 0 results.
4:22:38 PM Alliah: Alliah added participant(s): Lamneihat
4:22:39 PM Lamneihat: Lamneihat joined the conversation
4:22:49 PM Alliah: Alliah left the conversation
4:22:52 PM Lamneihat: Hi! Welcome to Google Nest secure support. I'm Lamneihat. I have just received your transfer, allow me a few minutes to go through it, so that I can assist you with the best possible resolution.

4:23:09 PM Ro: are you a supervisor?
4:24:52 PM Lamneihat: I understand that you are contacting us about the Nest Secure service discontinuation and its promotional offers.

4:25:14 PM Ro: are you a supervisor?
4:25:23 PM Ro: please don't ignore my question.
4:25:28 PM Lamneihat: I'm not the supervisor.
4:25:37 PM Ro: I need to speak to a supervisor
4:25:47 PM Ro: why am I speaking to you if you're not a supervisor?
4:25:59 PM Lamneihat: But do not worry, I'll help you with your concern.
4:26:03 PM Ro: I;ve asked to speak to a supervisor, not a third rep
4:26:21 PM Ro: that's what the last two rep said and totally wasted my time
4:26:35 PM Ro: I don't care about the redemption anymore I want to speak to a supervisor
4:27:26 PM Ro: I'll also report this interaction to any google support emails so that someone can escalate visibility into how bad the customer service is to management
4:27:41 PM Lamneihat: I understand your concern. I apologize for the inconvenience you've experienced. It'll be a pleasure to continue assisting you. I’ll try to get the best possible solution.

4:27:57 PM Ro: I need to speak to a supervisor
4:28:03 PM Ro: now please
4:28:12 PM Ro: this is the 20th times I've ask
4:28:16 PM Ro: and you have ignored
4:28:47 PM Lamneihat: I'm sorry if you feel that way.
4:29:11 PM Ro: I don't need you to feel sorry, supervisor please
4:31:15 PM Lamneihat: Ro, I’m sorry you feel that way. I'm here on the line with you right now and I want to help you to get your issue resolved as quickly as possible. Please let me know if there's anything I can do for you.
4:33:23 PM Ro: YES A SUPERVISOR
4:33:33 PM Ro: I need a supervisor!
4:33:40 PM Ro: do you not understand?
4:35:08 PM Lamneihat: I do understand your concern.
4:36:32 PM Lamneihat: I totally understand your desire to speak with a supervisor, but please be aware that our supervisors use the same tools and resources that us agents do, and escalating this issue will not change.
4:38:28 PM Ro: I don't care. Put your supervisor on the line
4:41:28 PM Lamneihat: I'm escalating your case to my senior team.
4:41:38 PM Lamneihat: they will assist you further.
4:41:56 PM Ro: WOW that only took 2 hours.
4:42:10 PM Ro: you completely wasted my time.
4:42:16 PM Ro: extremely upset
4:42:38 PM Lamneihat: I'm sorry if you feel that way.
4:43:03 PM Ro: I'm sorry you decided to take the approach that you did
4:44:17 PM Lamneihat: please stay connected while I transfer the chat.
4:47:28 PM Ro: why are you not transferring the chat?
4:48:25 PM Lamneihat: Lamneihat added participant(s): L Kom
4:48:25 PM L Kom: L Kom joined the conversation
4:48:41 PM Lamneihat: Lamneihat left the conversation
4:49:32 PM L Kom: Hi, Ro. This is L Kom, you've been transferred to the senior support team at Google Nest support. Please allow me 3-5 minutes, while I review your chat conversation with the previous representative to help you further

4:50:35 PM Ro: Please review from the begining, starting with the first rep (Mary) out of the three total that I had wasted 2 hours talking to.
4:52:00 PM L Kom: I understand that you are facing issues with store credit for nest secure. Am I correct?
4:53:34 PM Ro: I don't care about that anymore L Kom, I just want to escalate the fact that your google store customer service is garbage, and that I'll gladly take my business elsewhere, it's no wonder why google struggles with adoption of their products and ecosystem
4:53:55 PM Ro: L Kom, do you have a rep ID or some way for me to reference you aside from your displayed name?
4:55:11 PM L Kom: I can understand your concern however, we can't share that to you for security reason. I hope you understand my limitations.
4:55:56 PM Ro: what's a definitive way to reference you? Is it just your name L Kom?
4:56:17 PM L Kom: Yes that's correct.
4:56:22 PM L Kom: I'm L kom
4:57:08 PM Ro: Okay thanks. So how ca you help me propagate this feedback and provide visibility into the terrible customer service that your team have provide to upper management?
4:57:54 PM L Kom: No worries you can sent us your feedback using this FEEDBACK LINK

https://google.qualtrics.com/jfe/form/SV_2aStd8wsbcLGvwG

4:58:16 PM L Kom: Is there anything else I can assist you with.
4:59:02 PM Ro: Thank you. Is there also a email for upper management team?
4:59:42 PM L Kom: No, sorry there's none.
5:00:24 PM L Kom: Are we all set to go? Ro😇
5:01:20 PM Ro: That's really a bummer, I'll dig around.
5:02:02 PM Ro: Yeah you're free to go, keep the $200 credit, I can't buy Ring with that garbage.
5:02:09 PM Ro: Thanks for your help L Kom.
5:02:34 PM Ro: 😇
5:02:48 PM L Kom: I'm sorry if you feel that way.
5:02:54 PM L Kom: You're always welcome!
5:03:09 PM Ro: welp, I'm not.
5:03:14 PM L Kom: It was nice talking with you! Thanks for contacting . Have a great shift ahead.

5:03:21 PM L Kom: day*
5:03:25 PM L Kom: L Kom ended the conversation

[Lance_L]

Hello tnguyenlogin,

Oh no! I’m sorry for what happened. That isn’t the experience we wanted you to have. We appreciate you bringing this to our attention. Don’t worry; help’s here.

I have forwarded your case to our support team. We’ll be reaching out to you via email soon, and let’s continue working on that channel.

All the best,

Lance