Need replacement under warranty and not one Google support employee can help

[SamanthaS]

I have a google nest thermostat purchased less than a year ago. It all of a sudden just stopped connecting to our satrlink Wi-Fi. It is the ONLY item in the entire house not working.  
When contacting google support I was tossed between 4 people before getting passed to a ‘Sr Specialist’ (Jackson) who has been horrible to work with and unable to help (and I mean absolutely horrible). After going through every trouble shooting step in their book 4 times and wasting over 4 hours of my time I have been told my less than a year old unit is ‘out of warranty’. He refused to even file a claim or get me a manager when requested. Can anyone at google do their job and help get this faulty item replaced??? Case ID: 3-3232000033749

[DanCoco]

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.

[SamanthaS]

Thank you so much! I will be filing a report with the FTC! Google has been absolutely atrocious to work with.

[aatienza]

Hey SamanthaS,

I'm sorry you had to go through this. Check out this link and fill out the form so we can process your request. 

Thanks,

Archie

[DanCoco]

Archie, did you read her original message? Including a case number? Why have her start over from the beginning? Can you and the other community specialists do anything other than lock threads or link to dead end forms? 

[aatienza]

Hey SamanthaS,

I'm sorry for the delay. Our team tried sending you an email but got an error message. Could you delete some messages so our email will go through?

Thanks,

Archie

[SamanthaS]

Archie-I responded on 5/8 to R’Andrew and still have not gotten a response. My email inbox is working and fully functional. There seems to be an extreme dysfunction in your goodie employees. Why no one can follow through and take care of this in over 5 months is beyond me 

[DanCoco]

 So Not only has Google failed to respond, and the "community specialists" dodge questions, but Google mail is now flagging these forum notifications as suspicious.

[aatienza]

Hey SamanthaS,

I'm sorry if you feel that way and this is not the experience we want you to have. I'll check this with our team and get back to you once I have an update.

Thanks,

Archie

[DanCoco]

Archie,

The only information you actually need, is Samantha's mailing address, so you can send a replacement device. (Not posted here, but i'm sure it's in case notes somewhere... )

Why is this so hard? 

[SamanthaS]

Yup and I supplied it to the email from RAndrew asking for it and then resent the response and then again tonight resent the requested serial number AND my mailing address to the email. Not one person can do their job. All that needs to be done is send the dang replacement. Can google do that? Does not appear so. It is shocking how something so simple can not be handled by ANYONE at google. I have no idea why any of those employees (Jackson, RAndrew, or Archie) are employed being they are all so incompetent. If I handled any aspect of my job this way I would be fired! 

[SamanthaS]

 

 

[SamanthaS]

The email where it finally looks like I might get someone to actually help me and my response (I cut out my address but it was below the picture of the back of the thermostat showing the serial number). I even sent a picture with the serial number so they couldn’t continue to screw this up… 

[SamanthaS]

It’s simple. Send the **bleep** replacement. I provided the serial number and my mailing address to RAmdrew. It is not my fault he can not make sure he has the correct email to respond to. Jackson was able to email me at 712 pm today without ANY issues. But did he pickup where the last employee left off??? Of course not because every google employee is COMPLETELY INCOMPETENT!!!! How the heck is this NOT RESOLVED. It’s simple, I did everyt You all asked and was promised now 3 times a replacement and it should just be sent out at this point. I supplied the serial number and my shipping addres. Then after you last message stating my email did not work, I replied to rAndrews email resending the above information. Has anyone reached out or completed mailing out the replacement? Nope because not one of you can do your job! At this point Archie get the replacement mailed because I am so sick of dealing with people who CAN NOT DO THEIR JOBS!!!

[SamanthaS]

Isn’t that ridiculous! They go out of their way at google not to help or provide product service! I am beyond blown away. STILL no one can help. You can never speak to the same person and every time someone else steps in they make you start everything all over and are incompetent in picking up where left off. It’s beyond insane. I got a reply from Jackson now stating the last employee could not send me an email and my email was the issue, funny how his email came through without any issues. But did he continue where RAndrew left off, no of course not. Just sent me a stupid link to their CLOSEE chat thread where no one can help. The Idiocracy blows my mind.

[DanCoco]

They also cant seem to pick the correct message to reply to. I'm going to be migrating from all Google services in the near future as im able to. 

[SamanthaS]

I know… why Archie can’t reply to the correct message is beyond me. When this first started and I was on the phone getting nowhere with them every person was outsourced and you could tell English was a second language If that. It got nowhere as this is getting no where. I am never owning another google device and thank goodness I do not have a google email account. I will never purchase any google device or utilize google services after this experience! 

[SamanthaS]

That’s odd because Jackson was able to send me a message at 712 pm but did not pick up where last employee left off

 

[SamanthaS]

Archie- stop sending Jackson to help me as he refuses to do anything useful but only tells me to contact goggle via chat. Doing this starts the entire process ALL OVER. Jackson is the idiot who ran me in circles since January, refused getting me a manager even though I asked 7 TIMES, could not do anything and kept sending the same automated message over and over. I refuse to work with him. Please have R’Andrew contact me as he was actually helpful but will not reply now. You also keep referencing the incorrect case number even though I have provided the correct case number linked to working with R’Andrew multiple times. Once again it is 8-5705000033995. Please reference and reach out to the team member RAndrew associated with the case number 8-5705000033995 to contact me and stop having Jackson reach out to me as he provides no help! 

[SamanthaS]

Thank you! Google is an absolute **bleep** show to deal with. This is STILL not taken care of! I will NEVER buy another google device ever again. Lesson learned.

[aatienza]

Hey SamanthaS,

I'm sorry for the delay and trouble. Could you fill out this form so we can process your request? Please let us know once you're done.

Thanks,

Archie

[SamanthaS]

There is no form attached. This has been an ABSOULTE horrible experience with google! Jackson has been absolutely awful to work with. It SHOULD NOT have taken 3 months to resolve the faulty issue with this piece of crap google Nest thermostat!!!

[jamesdust412]

I apologize for the frustrating experience you've had with Google support regarding your Google Nest thermostat. It's disheartening when a recently purchased item stops working, and the customer service provided has been subpar. I understand your request for a replacement of Job and the need for proper assistance. Hopefully, Google can address your concerns and provide a resolution promptly. Don't hesitate to continue following up with them using your Case ID.