Is anyone else having terrible customer service with support and repairs?

[Googsbad]

I'm currently in the process of trying to get my Google Nest and Pixel 8 repaired under warranty and have had an absolutely terrible experience! I sent my Nest back to Poland (from the UK) for repair and the courier tracking says it was delivered over a week ago yet the Google repair platform says it is still waiting to be received. Having had this experience I decided to change my repair for the Pixel 8, which had been booked to send back to Poland too, to taking it to a "local repair centre" only to find out the closest one to me isn't even in the same county and over 30 miles away - I'm in the south of the UK, not the Outer Hebrides!!! Every time I have tried to contact Google in relation to both of these matters It's compete chaos when I do: there is no option to contact them in relation to a specific RMA from the page that holds your repair information in your account page, so I end up spending hours on the phone and live chat being passed from agent to agent, going through their verification steps - which always takes several attempts - and having to give my details and an explanation every time I speak to a new person until they find the "right department" only to be told they will send me an email in the next 24-48hrs as they couldn't deal with my simple request at the time. I thought Google was supposed to be the pinnacle of technology and yet here we are stepping back to the the 1990's. I'm so terribly disappointed with this service - Google doesn't even have a complaints procedure, there's no facility to contact anyone or escalate, they just point you in the direction of their feedback function on your phone, which is intended to send software error issues through! Never, ever, will I buy another Google device and I will be sure to tell every person I know to do the same. 

[ByronP]

Hi Googsbad,

Thank you for posting in the community. I apologize for the inconvenience you encountered with the repairs and returning the Google Nest device and Pixel 8. I can't imagine how frustrating and difficult this must be. I'm here to help.

Before I begin, I need to ask some questions for further assistance.

What type of Google Nest is referring to besides the Pixel 8?

Do you have any case ID to follow up on your situation?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[Googsbad]

Hi Byron,

My nest device is a 3rd gen thermostat. The case ID is: ID 6-9738000037498.

Any help would be greatly appreciated as Google are happy to leave us freezing at home without any heating while they get their act together.

Thanks.

[Frustratedddd]

You have not searched this forum, as I can tell you this is NOT the first complaint about CS!!! Read my first post about my doorbell, still waiting for it to be returned after abot 4 years!!

However, where and when did you purchase the thermostat & Pixel?

[Googsbad]

OMG! Absolutely shocking. Google's behaviour is just perplexing - what are they playing at? While their executives lavish in their plush warm offices in London, their "valued customers" who's spent a large portion of their salary on their **bleep** tech, has to sit in a freezing cold home while they are ghosted by them. I had a OnePlus before this and their support was phenomenal and the phone was half the price. 

I bought my pixel directly from the Google store and my Nest was installed by our plumber, so it was from them.

Maybe all these unhappy customers should take class action?!....

[Frustratedddd]

I would suggest to start with you looking up UK Consumer Law. I go on and on about this and people don’t bother!! 

The thermostat was installed and supplied by your plumber?

[Googsbad]

When you say look up UK consumer law, to what end? Do you know of any communities (outside of Google) where people are getting together to challenge Google's treatment of their customers? I have never been compelled enough to take my bad experience with other businesses much further than a complaint or a forced refund through my credit card but honestly, I am that disgusted by their behaviour I feel this is a hill I would be willing to die on.

Yes, my plumber supplied the thermostat.

[Frustratedddd]

I started in 2021 and STILL waiting for my doorbell to be returned!! I gave up, and Google are very happy!!!

These are some posts from that era

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Brave-Google-Senior-Support-Needed/td-p...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Doorbell-has-been-returned-to-Google/td...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/How-do-you-contact-a-Senior-Manager-fro...

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Att-AndaPanda/td-p/165414

[Frustratedddd]

Regarding UK Consumer Law you need to look it up, as this coveres EVERYTHING you buy in the UK. You thermostat is covered by the supplier/installer/retailer for at least 5 years on a sliding scale value, THEY are responsible NOT Google unless you purchased from Google obviously.

Your Pixel, if purchased from Google THEY are responsible under UK Consumer Law, EVEN if they don't like it they are!

Items should be....

Last for a reasonable length of time

Be of reasonable quality

Fit for purpose

The thermostats that have failed over the past 5 years is huge, and users keep thinking Ah Google 2 year warranty, BUT once down that avenue the outlet you purchased from will wash their hands of the issue, as it's NOT the item they sold you.

CS Law covers ALL your costs if you take them to the small claims court. That's assuming the faulty item that has NOT been broken by yourself, it has to be a manufacturing fault.  Retailers/Installers etc., will say no chance, but they have no option if you take them to court, it's the law.

[ByronP]

Hi Googsbad,

Thank you for your response. I'm sorry for the delayed reply.

I checked your Case ID; our dedicated team will investigate this and will give you instructions via email about your concern.

Let me know if you have any further questions.

Regards,

Byron

[Googsbad]

I'm currently in the process of trying to get my Google Nest and Pixel 8 repaired under warranty and have had an absolutely terrible experience! I sent my Nest back to Poland (from the UK) for repair and the courier tracking says it was delivered over a week ago yet the Google repair platform says it is still waiting to be received. Having had this experience I decided to change my repair for the Pixel 8, which had been booked to send back to Poland too, to taking it to a "local repair centre" only to find out the closest one to me isn't even in the same county and over 30 miles away - I'm in the south of the UK, not the Outer Hebrides!!! Every time I have tried to contact Google in relation to both of these matters It's compete chaos when I do: there is no option to contact them in relation to a specific RMA from the page that holds your repair information in your account page, so I end up spending hours on the phone and live chat being passed from agent to agent, going through their verification steps - which always takes several attempts - and having to give my details and an explanation every time I speak to a new person until they find the "right department" only to be told they will send me an email in the next 24-48hrs as they couldn't deal with my simple request at the time. I thought Google was supposed to be the pinnacle of technology and yet here we are stepping back to the the 1990's. I'm so terribly disappointed with this service - Google doesn't even have a complaints procedure, there's no facility to contact anyone or escalate, they just point you in the direction of their feedback function on your phone, which is intended to send software error issues through! Never, ever, will I buy another Google device and I will be sure to tell every person I know to do the same. 

[Skualley]

GoogsBad!!

I can attest to the sub-par service from Google. We purchased a Nest 3rd Gen in Brass 6 months ago and the unit gave us a Low Battery error. We called tech support and they said it shouldn't give that error so we followed all their steps and even took it off the wall and USB charged it for 10 hours. We still had the "Low Battery" error. They ended up starting the RMA process and a few days later the low battery went away but then gave us a w5 error and wouldn't connect to our Wifi. After several attempts of factory defaulting the unit it still won't connect to our wifi or google home. Fast forward 2 weeks. Our replacement unit comes in but they send the wrong color. So we sent it back. Apparently, they have no control over what color is sent to us because the warehouse takes care of that! So we send it back, start a new case, and get sent another replacement unit. Guess what color it was... Silver! Far from Brass. So we contact Google again and they informed us that Brass is discontinued and we just have to deal with the Silver color or whatever one we are sent from the warehouse. Sorry, but I'm not spending this kind of money to be told to deal with it. 

I have tried to escalate but I get the same runaround. 

[markphillips324]

You deserve a smoother, more efficient resolution for your devices. If you continue facing issues, consider consulting professionals like Law  to explore your rights as a consumer and get guidance on how to escalate the matter effectively.