12-02-2023 02:16 PM
12-03-2023 04:54 PM
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
12-05-2023 05:13 PM
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
12-05-2023 05:59 PM
Hi Lance, yes, I filled it out yesterday. Let me know if I need to fill it out again.
12-06-2023 11:03 AM
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
12-11-2023 03:12 PM
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.
12-11-2023 03:17 PM
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.
12-11-2023 04:17 PM
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
12-11-2023 05:20 PM
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.
01-04-2024 08:55 PM
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
01-23-2024 06:21 AM
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