02-16-2023 10:28 AM
How do I log a complaint about customer support? In particular refusal to honor company warranty and provide replacement products for defective devices?
02-16-2023 10:58 AM
Hi @ernie727
I'm a volunteer user -as are many of us here in the community so not much I can do customer support side. I can send your post over to our Community Specialists. They may have some better resources to help you.
Do you have a case number? Can you drop some details for us? Which product/what was the issue etc.
Thanks
02-16-2023 11:18 AM
Hi JillG. Thank you for responding so quickly. My complaint deals with nest smoke/fire alarm. It's a bit long at this point since I have been bumped from one support person to another. It is 20:17 where I am and I want to collect the details from my various emails with support staff. Would it be ok if I send it all in the morning?
02-16-2023 11:21 PM
One of my Nest smoke alarms went off on Feb 5 at around 2 am alerting to “smoke.” There was none. Shortly after, the alarm sounded “smoke clearing”. This repeats even though the alarm is silenced manually via another Nest device. The alarm cannot be silenced via the app (apparently you need to be right next to the device in order to silence it using the app) or it is difficult to do it manually because it is 15 feet above the floor. The device continues to go off every few minutes for several hours even after being manually silenced using an extension pole. My tenant calls customer care and they say she needs to remove the device or call the fire dept. Support (Juan Sebastian) then sends an email declaring the problem resolved. After getting a ladder my tenant removed the device and takes out the batteries. Finally silence after 6+ hours of alarm.
After receiving the “matter closed” email from support, I sent an email alerting support that the matter was NOT resolved; itappears to be a faulty cO2 sensor (which I have experienced before) since there was no smoke and the device isn’t due to be replaced until 2031. I provided support with the serial number for the device and told them I wanted a replacement sent to me and gave them my contact information.
I got no reply to my email. But, a few hours later 2 other Nest devices started chirping and I received a notice via the app that the batteries needed to be replaced immediately. As with the other device these devices are tested periodically, the devices were manufactured in 2021, and they are not scheduled to be replaced until 2031. Moreover Google advertises the batteries will last 5 years. So, these devices are also defective: a) there was no warning of a low battery status during prior testing b) the batteries did not last 5 years; and c) the warning could not be turned off manually or via the app. I emailed and calledsupport support and notified them of this problem too, providing photos of the serial numbers for the devices.
There was very little in the way of response to my emails and calls. So, I called support again and was routed to David in Central America. He acknowledged the device failures and confirmed the devices were under warranty and should be replaced. However, he told me that in order to process the replacement I needed to have the devices in hand so I could run a diagnostic with him over the phone (a condition that does not seem to appear in the warranty.) I told him I was out of the country and not returning until at least August and doing this was therefore impossible. Nor would I require my tenant do so after being subjected to the hours of faulty alarms. I requested that Google just honor its warranty and replace the defective devices. He refused and ultimately agreed to put me in touch with a supervisor – Sadya who was not available at the moment because he had taken the day off work.
The following day I received an email from Sadya. He said he would call me the next day at a designated time PST. I wrote back to Sadya promptly, reminding him that – as I had already explained to David - I was out of the country and 9 hours ahead of PST. I sent Sadya copies of my emails an suggested an alternate time for a call – morning PST and late afternoon my time. I got no response and followed with another email. A few days later I got another email from Sadya indicating that he had read my emails and understood the problem. However, demonstrating that he had not actually done so, he suggested exactly the same times for a call to run the diagnostics. I sent Sadya another email reminding him of the time difference, and he responded with an email saying essentially – we all have works hours and that he considered the matter closed.
There you have it. I still have no resolution. My case numbers are 8-5695000033182 and 2-1850000033762.
02-17-2023 07:45 AM
I've sent it over to our escalations. I appreciate your time rehashing the whole ordeal. Give them a bit of time and on of the Community Specialists can post back here.
Thanks- Jill
02-17-2023 09:06 PM - edited 02-17-2023 09:06 PM
Hey ernie727,
I'm sorry to hear about your support experience. We'd like to check this further — could you fill out this form and let us know once you're done?
I appreciate the help, JillG.
Thanks,
Archie
02-18-2023
12:15 AM
- last edited on
02-23-2023
05:24 PM
by
aatienza
Wait a minute. This is same form I filled out to start the process. You must have access to the thread and I have given you the case numbers. So why do I have to fill this out again - it gets me no closer to resolution.
btw, I have pasted my feb 8 and 9 emails below:
Feb 8
This case is not resolved and saying it is via email certainly does not make it so.
The nest device (topaz 2.9) subject to the support call failed, likely due to a faulty co2 sensor since there was no smoke as reported by the device (nor was it “clearing”). This seems to be a common problem with your devices as it is the second or third time (different devices and locations) I have had to remove a device to stop the alarm. This device is not supposed to be replaced until 2031 so you need to send me a replacement at no charge.
In addition, shortly after this event, 2 other devices reported low batteries and a warning to replace them immediately. This was the first low power notice these devices registered despite the fact they are tested monthly and you advertise the batteries to last 5 years. Both devices were manufactured in May 2021 and are not to be replaced until May 2031. This is obviously an malfunction. You need to send me replacements for these devices as well.
All of this leads me to another point. These devices are “smart” because they are connected to the web and can advise me of a problem even if I am not at home. But, if I need to be standing next to the device to turn it off manually or remove it or to use the app to silence it (your instructions say I must be near the device) then what exactly is the point – particularly if the alarm is due to a faulty device? Am I supposed to call the fire department each time the device fails and have them break down the door to remove it?
As you can tell, I am pretty fed up with Nest. However, at this point I have little choice but to continue until I can find a dependable solution. IN the meantime, please send the replacement devices to me at:
Feb 9
02-20-2023 08:43 PM
I am wondering what's going on here? I have had no substantive response from the community re my query, just a request to complete yet another form. In the meantime, I did receive another self-serving canned response from Sadya at Google "Support" (see below). Once again he professes to "understand" my problem but offers no solution except to say that I may arrange to speak with him between midnight and 5 a.m. my time. He closes by saying that if that doesn't work, he considers my case closed. What? This is nuts, I just want Google to replace the defective products as required by the warranty.
Sadya message follows:
Thanks for reaching out to the Google Nest Customer Care Team.
I completely understand your point. As well I already offered you a call back twice to process a replacement for the devices however you don't agree on it due to my work schedule. If you want to complete the process the this is the time that I'm at work, from 3:00 PM to 8: PM PST Sunday to Thursday. Other times I'm out of work and I don't have my equipment with me. Please let me know if you want to continue with the process.
For your reference your case number is 2-1850000033762. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.
Have a new question? There are lots of ways to get back in touch with us below.
Thank you,
Sadya
02-23-2023 05:57 PM
Hey ernie727,
We know that this has taken some time. Rest assured we're not leaving you hanging. We'll make sure to keep an eye on your case. Also, for the safety of our community members, this post was edited to remove personally identifiable information.
Thanks,
Archie
04-20-2023 07:28 AM
Hi there,
We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
Best,
Princess
04-20-2023 08:38 AM
Nothing has been done by Google referencing this thread in 2 months. Please address the concern rather than just again asking if it's ok to lock.
(My prior message from a month ago.)
Do not lock this thread until after Ernie replies that the issue is resolved. The resolution to the issue is to ship warranty replacements. Do not ask him to open new cases, or complete forms.
03-04-2023 06:40 AM
At this point, Google is failing to honor their warranty. If you're in the US, file a report of fraud to the Federal Trade Commission at https://reportfraud.ftc.gov/
(The FTC cant respond to your individual claim, but will use the report to establish a trend.)
Also contact your state's Attorney General.
https://www.consumerresources.org/file-a-complaint/
You might be able to report to your bank or credit card fraud dept also.
03-16-2023 01:16 PM
Hey ernie727,
It's us again. I've checked your case and showed that our team sent you an email — please reply to it and continue the conversation there as I'll be locking the thread after 24 hours.
Thanks,
Archie
03-16-2023 03:38 PM
Do not lock this thread until after Ernie replies that the issue is resolved. The resolution to the issue is to ship warranty replacements. Do not ask him to open new cases, or complete forms.
03-30-2023 05:44 PM
Hey ernie727,
How's it going? Do you still need our help?
Thanks,
Archie
05-23-2023 12:11 PM
Those are both good ideas. I am getting the run around with them about a security cameras similar to Dan.