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Whats the best way to raise a complaint for poor service repeated multiple times?

MDY
Community Member

Whats the best way to raise a complaint for poor service repeated multiple times? My thermostat stopped receiving wifi, had to replace...to get the replacement had to spend multiple times and chat, more than 6 hours and got it...when we sent the old device back, we received multiple emails of device not received on google end...and they charged. When i had a chat with them they confirmed it was received and they refunded. Now the money is blocked for 14 days and their follow up emails on device not received, i replied on each of those emails with teh tracking number and status. Very unprofessional service for a company like Google and the agent never acknowledged anything other than a very common work "i apologize". Apologizing is good but if repeated so many times its a hobbit and i don't want others to suffer the same way i did. 

1 Recommended Answer

MDY
Community Member

Sure, here's the refernece case id - 7-1497000031650. The agent escallated and then the story ended there. I need to know how you treat us back as customer with satisfaction after going through all of those struggles and now that the money is being hold without any issue on my end. Hope this reply stays here and doesn't get deleted.  I am expecting a customer appreciation in any ways here to compensate for the hassle and time lost in this process, specially for the later part where i sent the old device and it was still charged without any reason. I have all proofs in emails. 

View Recommended Answer in original post

8 REPLIES 8

Ashepherdson
Platinum Product Expert
Platinum Product Expert

I'm going to escalate this so the Google team will see it , this will give them feedback so that they can improve their system.  

MDY
Community Member

Sure, here's the refernece case id - 7-1497000031650. The agent escallated and then the story ended there. I need to know how you treat us back as customer with satisfaction after going through all of those struggles and now that the money is being hold without any issue on my end. Hope this reply stays here and doesn't get deleted.  I am expecting a customer appreciation in any ways here to compensate for the hassle and time lost in this process, specially for the later part where i sent the old device and it was still charged without any reason. I have all proofs in emails. 

Ashepherdson
Platinum Product Expert
Platinum Product Expert

Hey I completely understand your frustrations I just got off the phone with my internet provider and I'm just as frustrated with them.  Please do keep in mind that we here just volunteers we are not employees of Google, but people that simply want to help others with real world issues that affect their nest products.  The only thing we can do is escalate issues to the Google team as I've already done and I really do hope that they reach out to you promptly and resolve your situation.  Stay positive 🙂

MDY
Community Member

Thanks a lot Ashepherdson. I appreciate that. With the internet providers we know what to expect and a lot of factors come into picture. Here we are talking about device hardware, which comes with issues understandable. But the process to go through the replacement and what had to go through after the fact to me, i feel those inter providers do a better job on acknowledging and fixing the issue. In this case, reminder emails sent for device not received to which i sent the confirmation and still then on third time they charged...is google new to handling emails? or are they new to tracking the device details or they are lacking man power to link the device tracking to the emails and the charge?. I understand you don't work for them, but this is very unprofessional for a company like them. The only way to reach them is the Contact centre and they are not able to do much other than the case id's.  If you can let me know what's the better way to escallate and reach the google contact, i would appreciate your help and i can for sure take it forward from there as well. 

Jake
Community Specialist
Community Specialist

Hey MDY,

 

I would like to apologize for the delayed reply, and for the poor experience. I understand that this is not the most ideal situation, and I would like to assist you further from here. I have reviewed your case, and have left a note for our Team to reach back out ASAP. Please let me know if I can be of any further help from here, or if you have any further questions.

 

Thanks so much Ashepherdson for the help.

 

Best regards,

Jake

YesimS
Community Member

I have a similar issue, my case has been escalated on 18th of October after multiple emails and calls no reply and all I m told is my case has been escalated!

Google customer service is the worst ever, I have never been treated like this in my life I am stuck with a nest thermostat that doesn't work, after paying over £200. I will now raise this with Trading Standards UK, as far as I am concerned Google has failed to meet their responsibility as a company and I see myself more or less victim of a fraudster.

Jake
Community Specialist
Community Specialist

Hey MDY,

 

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours. 

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey MDY,

 

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake