Shocked by the poor customer service I have received

[WPark76]

I am in shock at the customer service I received just now (or lack thereof) at the call center. How do I log a formal complaint for how rude the supervisor I spoke to was, who just hung up on me? I hope the call was recorded so someone at Google can listen to it and see how calm and professional I was after 30 minutes on the phone with an agent who couldn't provide support, then I asked to be transferred to a supervisor who was disgusting to me. And when I asked to speak to his supervisor, he hung up on me. 

[ovidioj]

Hello @WPark76,

Thanks for posting in the community. 
I'm truly sorry to hear about your negative experience with our customer service representative. We value your feedback and take such incidents very seriously.

To ensure a thorough investigation, please provide the case number associated with your call. This will help us identify the specific interaction and take appropriate action.

I appreciate your patience and understanding. We're committed to providing excellent customer service, and your feedback is crucial to helping us improve.

All the best, 
Jorge

[WPark76]

Thanks for your reply, Jorge.

The case number is 2-6378000037040. Is it possible for someone at Google to listen to the call recording? It would be most appreciated and very revealing, particularly about the supervisor. But also to hear how the initial person I spoke to handled the call - he was nice but not knowledgeable or trained enough to handle the issue.

The initial support person told me that I'd have to call an A/C tech to fix the heat coming out of the vents even though the Nest was on the cooling setting. I fixed the issue myself within the hours following the shocking call and did NOT need to pay an A/C tech to come repair the Nest, which was such a bogus suggestion. His lack of training and knowledge was part of the reason I asked for a supervisor in the first place....and then the supervisor was horrid.

Anyway, I appreciate your attention to this matter. I genuinely wanted to explain to the supervisor that the person who first tried to help me shouldn't tell other consumers who call with a similar issue to call A/C repair people when it's a Nest issue. Then, I became sincerely appalled at the supervisor's gross customer service and lack of care in helping a consumer.

[ovidioj]

Hello @WPark76,

Thank you for providing the case number. I appreciate your patience and understanding as we investigate this matter. Thank you so much for your effort. 

I've escalated the case to our support team for review. They will carefully review the call recording to assess the interaction with the customer service representatives.

We apologize for any negative experience you had and are committed to providing excellent customer service. Please let me know if you have any other questions or require further assistance.

Regards, 
Jorge

[WPark76]

Thank you. I do have another question. I sent back the Nest device that didn’t work with the shipping label Google provided. I received the “Your package is on its way back to Google Store” confirmation email from Google on August 29. Nothing else has come from Google since to confirm it was received and I won’t be charged, yet I can see it was received back to Google if I track the package. I’m concerned I am going to get charged because I haven’t received an email to confirm it was received from Google, other than seeing it was delivered via FedEx. What do I do?

[ovidioj]

Hi @WPark76,

Thanks for your reply. 
I understand your concern about the status of your returned Nest device, especially since you haven't received a confirmation email from Google.

To expedite the process, please fill out this form and make sure you leave your community thread and community username. Our team will review the information and provide you with an update on the return status.

Please let me know once it's done. Thank you.

All the best, 
Jorge 

[WPark76]

Thank you. I just filled out the form. How long does it usually take for a resolution? (Asking because Google makes it clear if the device isn’t received within 21 days or so I get charged, and they haven’t emailed me to say it was received even though I can tell from the tracking they have it...and it’s hitting the halfway mark this weekend.) Thanks for your help.   

[ovidioj]

Hi @WPark76,

Thank you for your patience. I just double checked, and I could not see your form yet. Please make sure you sent the information required, including your community thread and community username. 

Regarding how long it is going to take to be contacted, I can't provide an exact time frame for a resolution. We'll prioritize your case and ensure you receive an update as soon as possible.

Please continue to monitor your email account for any emails regarding your return. If you haven't received a response within a reasonable time frame, feel free to contact me again.

Thank you for your understanding.

Best regards, 
Jorge