cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

I Would Like To File A Complaint

DMBrown
Community Member
On September 7, I reached out providing information about my defective device and received an RMA. (Case number: 0-9859000034229)
 
Unfortunately, me and my daughter got sick for 3 weeks and I didn’t mail the item back in time. At that time I was told “If the device is not returned within 45 days, it will be automatically returned to you and the RMA gets canceled, then you need to contact us again to get the replacement process started. ” I also received a separate email that said “If you still have an issue with your item, contact us to open a new RMA. Use the shipping label from the new RMA (not the previous RMA that has been closed) when sending us your item.” 

I did just that on October 10. I reached out to receive a new RMA. For some reason, though I reached out on 10/10 the woman I spoke to provided me the same RMA that was posted dated for 9/21. That is insanity to me. 

I then shipped that package back just to be surprised it was being shipped back to me. 

when I reached back out on November 17, (Case number 3-3518000035826) I was lied to and told Google had an issue in the system and didn’t mean to send the device back and a new one was being shipped to me. The tracking number provided for the “new device” was actually tracking number for the defective device. As someone who has multiple Google products, this experience has been very disappointing to say the least and extremely poor customer experience. 

The second representative instead of just providing a new RMA just keeps saying he escalated the matter. At this point, I just want a refund instead of a new device. It’s left a very bad taste in my month for Google products and customer service. 

The second representative providing the old RMA was careless, the third representative not providing a new RMA and not responding and lying about the tracking number is just deceptive. 
 
At this point, I feel I have no other choice but to file a complaint with the Better Business Bureau. I’ve made multiple attempts to try resolve this matter. I’ve spent money on the Google nest and paid for two opinions on a defective product. 

Again, this experience is beyond disappointing and even deceptive.
10 REPLIES 10

Lance_L
Community Specialist
Community Specialist

Hello DMBrown,

 

Oh no! That isn’t the experience we want you to have. I’d like to dig deeper into this — I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

 

Best,

Lance

Lance_L
Community Specialist
Community Specialist

Hey DMBrown,

 

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.

 

Regards,

Lance

DMBrown
Community Member

Hi Lance, yes, I filled it out yesterday. Let me know if I need to fill it out again. 

Lance_L
Community Specialist
Community Specialist

Hi DMBrown,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

 

Cheers,

Lance

DMBrown
Community Member

Hi Lance, 

no one from the team followed up with me. Honestly, this experience has been the worst customer experience I’ve had in years. 

I finally received my replacement device and it’s the wrong device. I purchased the nest with the sensor and I didn’t receive a device with a sensor. To be completely transparent, I’ve been dealing with a personal matter and the added stress of Google’s poor customer service and lack of consideration and communication could honestly make me cry because the last thing I need added to me right now is something that should be easy take literal MONTHS to resolve. 

DMBrown
Community Member

I’ve taken a lot of pride in having a lot of Google products and have recommended them to a lot of friends and family. Honestly, after this experience, I told my husband I just want to get rid of them all. 

I spent money on a device that faulted out not due to anything I did. I paid for TWO HVAC people to come out. The second because the first told us the Google nest was trash and the problem and I didn’t believe him that the Google nest could be the issue. After that I’ve been sent on a three month runaround just to receive my replacement device. Throughout that time, no one has communicated effectively and even lied saying a product was shipped when it wasn’t. Now I finally receive my device and it’s the WRONG device. I’m having a hard time personally right now and I just never in a million years thought trying to get a device I paid for would cause extra stress and no one willing to give me a call or email to mitigate the matter. 

Lance_L
Community Specialist
Community Specialist

Hello DMBrown,

 

I apologize for the delayed response. I sent a follow-up to the support team. Rest assured that they will contact you as soon as they have more information to share. Hang tight; we appreciate your patience while we work on your case.

 

Best,

Lance

DMBrown
Community Member

Hi Lance, I appreciate your responsiveness, unfortunately since October I’ve been dealing with the lies and disregard from Google’s support team. No one has attempted to reach out, so I had no choice but to file a complaint with the BBB. 

I purchased an item that was under warranty and that was not the item returned to me after waiting 2 months and fighting consistently with energy I don’t have with employees that seem as if they don’t care. 

mim not sure how this will be resolved but I’m disappointed and out of energy of trying to explain myself. 

DMBrown
Community Member

Hi Lance, 3 weeks ago you said you sent a request to the support team to follow-up. No one has followed up with me on why I was sent the incorrect device and the device that I paid for was more expensive than the one sent to me. This deeply saddens me that the Google customer service is this poor. I have so many Google products throughout my house and I can’t even get someone to contact me and send me the correct device that I paid for. It’s really disappointing 

Lance_L
Community Specialist
Community Specialist

Hi DMBrown,

 

Apologies for the delayed response here. Our support team has reached out to you via email. You may continue the conversation on that channel. Thanks for your patience.

 

All the best,

Lance