filing a complaint

[HGuirguis1202]

Hello all - How does one go about filing a formal complaint to google?  Their customer service has been nothing short of incompetent and simply atrocious.  

[jj996]

I agree, I am on my second replacement thermostat and they keep sending me reconditioned units that look used after promising to send a new one. the screens on them are nowhere near the quality of the 'NEST' version.

Iand I have to drive 20 miles to the nearest drop off point to return each previous pile of rubbish they keep sending. I thought 'Google' was supposed to be a quality company???

[HGuirguis1202]

So sorry you are dealing with all that … they couldn’t be further from a quality company. Honestly what I have experienced in the past few weeks is a complete disgrace!

[GarrettDS]

Hey there HGuirguis1202, and jj996, 

I'm so sorry to hear that you've been having issues with the customer service that you've been provided as we definitely don't want that for our customers, but I'm happy to help. 

If you can please provide me with the case ID that you have been provided if you've contacted us with your issue, I am happy to escalate this to a higher tier.

I look forward to your response. 

Best regards, 
Garrett DS

[HGuirguis1202]

It has been escalated about 4 times now. They just keep telling me they are working on it, but nothing happens.  It isn't rocket science. I have no idea why they are so confused.  I have spoken to supervisor after supervisor but no one seems to be able to resolve it.  I have truly never seen anything like this.  What I would like to know is how to elevate this to the higher ups so that it can be taken seriously. 

[GarrettDS]

Hey there, I totally understand the frustration that you're experiencing which is why I would like to help, but I do need that case ID if I'm going to be able to escalate this case to our team that is able to handle our highest escalated situations. We definitely don't want this experience for our customer's but I want to make sure that we get your issue resolved quickly. 

Once I receive your case ID I can update that team so that they will reach out to you. 

I look forward to your response. 

Best regards, 

Garrett DS

[HGuirguis1202]

Case ID [2-6875000031527] 

May be you will do better than every other rep I have spoken to for the last 4 weeks. 

[HGuirguis1202]

Garrett, I am wondering if you saw my message with my case ID that I sent to you on saturday here in a reply.  I have heard nothing from any team.  The case has been "elevated" over 15 times in the last few weeks and still no response and no answers and of course no refund.  

[GarrettDS]

Hey there, 

Apologies, I did not see your response on this. I have sent this over to that team so that they will be reaching out to you this week. I appreciate your patience on this. 

Best regards, 
Garrett DS

[GarrettDS]

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS