Appalling customer service

[Myotonicjerk]

Wow chatted to customer support

They insisted on knowing what country I was in.  What with all the issues around google and privacy I demurred

I was then accused of being in a country where the device is not supported (who knows, certainly this was not highlighted to me when I bought the points in the UK)

And he then hung up.  Absolutely astonishing rudeness from Charl.  Has anyone else had similar experience from customer support?

[Jeff]

Hi, Myotonicjerk.

Sorry for the frustration you had with support and with your devices. I'll be happy to help you out here. Did you happen to receive a case number from the support agent when you contacted them? If so, would you mind sharing it with me so I can look it up? We'll be able to sort things out here if that's easier for you. I look forward to hearing from you.

Thanks.

[Myotonicjerk]

hi, thank you.  I dialed in again and the next support staff was extremely helpful.  The issue is not yet resolved as the next suggested step was with my ISP and they are not being so fast or helpful.  I will revert if this does not resolve the issue.

What I objected to about the first call was the assumption that if I did not want to share personal information (that your operator could not explain the relevant purpose for) I must be hiding something and his obvious glee in "catching me", declaring me "guilty" and then aborting the conversation without any discussion.

[Jeff]

Thanks for the follow up, Myotonicjerk, and I understand how frustrating a bad experience can be when you have a device not working. Hopefully the next steps with your ISP are helpful. Let me know if there's more I can do for you.

Thanks.

[Jeff]

Hi there, Myotonicjerk.

I just wanted to touch base real fast to see if you learned anything from your ISP's suggestions and to see if it worked out for you or if things are still in the same state. Let me know if anything has improved for you.

Thanks.

[Myotonicjerk]

Thank you for checking in.  The ISP says they have switched their router to bridge mode (as Google advised) but this has made no difference and the Points still freeze at the final stage of set up "Waiting for the final stage of setups"

So at this moment, the two points are so much junk.  Perplexingly, the original Google router and original two points continue to work perfectly

[Myotonicjerk]

OK 

The ISP sent a technician around for two hours yesterday evening.  He tried just about everything

At the end of the two hours we reset the ISP modem and the Google router and all the points.  We then set up everything from scratch.  At the end of this the two original points (one year old) that have always worked set up just fine and the two new points (purchased at Xmas) that have never worked failed at exactly the same point (time out at the final stage of set up)

All I can think of now is...

1) Could there be a compatibility issue between a router purchased a year ago and two points purchased recently

2) Could could have a batch problem with the points you supplied in December

Neither of these options appear very likely but we were struggling to think of any other reasons

Regards

[Myotonicjerk]

Thanks for reaching out to the Google Nest Customer Care Team.

12:45:41 Dan: Dan joined the conversation

12:45:41 Nick Holder: Nick Holder joined the conversation

12:45:43 Dan: Hi! Welcome to Wifi support. My name is Dan. For future reference, your case ID is 8-############2064. How are you today?

12:47:09 Nick Holder: hi trying to set up my nest points

12:47:20 Dan: Hello, Nick.

12:47:31 Dan: I'll do what I can to help.

12:47:32 Nick Holder: Or rather add them to my existing network

12:47:49 Dan: What have you done so far?

12:48:09 Nick Holder: so the two new points nearly finish set up and then when it says finish steps

12:48:18 Nick Holder: it keeps timing out over and over

12:48:34 Dan: Sorry to hear that.

12:48:42 Dan: Let me see what I can do to fix this.

12:49:12 Dan: Allow me to view your Wifi network.

12:49:20 Dan: Open the Google Home app > In the top right, tap your name or photo > Home app settings > Customer Support Code.

12:49:35 Nick Holder: 0############

12:50:19 Dan: It looks like, I can't get in.

12:50:29 Nick Holder: what does that mean

12:50:37 Dan: I'll be sending access request via email instead.

12:50:42 Nick Holder: OK

12:50:52 Dan: Access request email has been sent. 

12:51:21 Nick Holder: done

12:52:09 Dan: Thanks.

12:52:29 Dan: I can see a Wifi name, Nick.

12:52:40 Nick Holder: yes

12:52:50 Nick Holder: that is the existing network that works fine

12:53:13 Dan: 3 Wifi devices are showing online but 5 Nest points are offline.

12:53:24 Nick Holder: ah

12:53:34 Dan: How many Nest points you're trying to setup?

12:53:34 Nick Holder: there is one base and two points online and working

12:53:42 Nick Holder: I have two points to set up

12:53:50 Nick Holder: but have tried several times

12:54:03 Nick Holder: so the two may have become 5

12:54:46 Dan: Got it.

12:55:04 Dan: Let's try removing the Offline points for now.

12:55:12 Nick Holder: OK

12:55:44 Dan: Open the Home app > Wifi > Wifi devices > Choose the offline point > Settings in the upper right > Factory reset device.

12:56:36 Nick Holder: If I click on them it says remove wifi point

12:57:02 Dan: Tap remove.

12:57:36 Nick Holder: OK it takes a while

12:58:10 Dan: Got it.

12:58:41 Nick Holder: done

1:00:26 Dan: Cool.

1:01:03 Dan: Let's reset each Nest point that were trying to add, Nick. 

1:01:45 Dan: Press and hold the reset button at the bottom of the device until you hear the sound confirming the reset, then let go.

1:03:07 Nick Holder: ok

1:05:20 Nick Holder: completed

1:06:23 Dan: Cool.

1:06:41 Dan: Please close the Home app and uninstall it from your phone.

1:07:06 Dan: Once uninstalled, go to your phone settings and forget your Wifi network and rejoin.

1:07:13 Dan: Turn on bluetooth.

1:07:21 Dan: Turn off mobile data.

1:07:42 Dan: Redownload the Home app and try adding the Nest points one more time.

1:08:21 Nick Holder: on what network should I reinstall it?

1:08:49 Dan: Connect back to Nick Wifi.

1:09:14 Nick Holder: ok

1:10:31 Nick Holder: downloading slowly

1:11:33 Dan: Sounds good.

1:12:22 Nick Holder: ok be patient

1:12:41 Dan: No rush.

1:14:51 Nick Holder: still downloading

1:15:13 Dan: Hmmm...

1:15:23 Dan: It looks like that your network is a lil bit slow.

1:15:35 Dan: Can we perform a sequential reboot real quick?

1:17:01 Nick Holder: what does that mean

1:17:23 Nick Holder: yes don't know why network is so slow it was 50MBs when I did a speed check about an hour ago

1:17:26 Dan: Please turn on your mobile data or hotspot.

1:17:33 Nick Holder: OK

1:17:45 Dan: Please unplug the devices in this order.

1:18:18 Dan: Unplug the Nest router > Remove the ethernet cable on both ends > Unplug the Modem.

1:18:28 Dan: Leave them unplug for 2 minutes.

1:18:33 Nick Holder: ok

1:18:46 Dan: After 2 minutes, plug back in the modem and wait for it to fully boot up. 

1:18:47 Nick Holder: how will I stay connected to you?

1:18:56 Nick Holder: phone hotspot?

1:19:05 Dan: Yes.

1:19:27 Dan: Once modem is booted up, connect the ethernet cable and plug back in the Nest router. 

1:19:39 Dan: I'll give you time to perform these steps, Nick.

1:20:28 Nick Holder: ok

1:24:30 Nick Holder: turning modem on again

1:24:53 Dan: Got i.

1:27:09 Nick Holder: OK rebooted

1:28:35 Dan: Great!

1:28:49 Dan: Try downloading the Home app and add the Nest points.

1:29:16 Nick Holder: ok

1:30:27 Nick Holder: connecting to wifi

1:30:39 Nick Holder: connected

1:30:51 Nick Holder: stats and cloud on

1:31:00 Dan: Sounds promising.

1:31:14 Nick Holder: waiting for final parts of setup to complete

1:32:31 Nick Holder: still waiting

1:32:59 Nick Holder: same as before

1:33:09 Nick Holder: operation timed out and could not be completed

1:33:21 Nick Holder: shall II try the other one?

1:33:38 Dan: Hmmm...

1:33:58 Dan: Do you have a different phone there we can use to setup the Nest points?

1:34:21 Nick Holder: I can borrow my wife

1:34:24 Nick Holder: hang on

1:34:35 Dan: Awesome!

1:36:05 Nick Holder: ok

1:36:09 Nick Holder: I have it

1:37:08 Dan: Connect to the same Wifi network and download the Home app.

1:39:18 Nick Holder: ok

1:43:10 Nick Holder: sett ing up

1:44:52 Nick Holder: [heard sound

1:45:12 Nick Holder: connecting to wifi

1:45:26 Nick Holder: waiting for final parts

1:45:30 Dan: Perfect!

1:45:51 Nick Holder: this is where it always fails!

1:46:16 Dan: It looks like it has been added.

1:46:20 Nick Holder: still thinking

1:46:59 Nick Holder: still thinking

1:47:38 Nick Holder: The operation has timed out and couldn't be completed

1:47:43 Nick Holder: AAASARGH

1:47:49 Nick Holder: Any ideas

1:47:53 Nick Holder: same message with both

1:48:28 Dan: Uh-oh.

1:49:13 Dan: It looks like the Nest router is having hard time managing these Wifi points. 

1:49:29 Nick Holder: is there a limit of two?

1:49:31 Dan: Do you have a modem/router combo?

1:49:42 Nick Holder: what do you mean?

1:49:59 Dan: You have a different Wifi network from your ISP?

1:50:27 Nick Holder: So the nest home is plugged into a modem?  is that what you mean?

1:50:58 Dan: Looks like you have a modem and router combo from your ISP.

1:51:15 Dan: This is a VLAN tagging issues.

1:51:30 Nick Holder: sorry that is beyond me

1:51:31 Dan: It do happens during the setup when your ISP router is interfering with your Nest Wifi router.

1:51:56 Dan: Please get in touch with your ISP to enable Bridge Mode.

[Myotonicjerk]

hi, is there any response to this or any suggestion?

[Myotonicjerk]

Earth to Google...

[Myotonicjerk]

I am not clear why you asked me if I was satisfied with your response and then did not reply?

[Jeff]

Hey, @Myotonicjerk.

I want to push this up to a higher tier of support. Do you happen to have the Case ID number from when you contacted support?

Thanks.

[Myotonicjerk]

Yes it is  8-############2064

[Myotonicjerk]

[8-############064]

[Myotonicjerk]

eight

3773

zero zero zero zero

32064

[Jeff]

Thanks for providing that. It looks like the system was fighting you there, so thanks for staying persistent to get that posted. I'll have someone reach out to you soon.

[Jeff]

Hi again, Myotonicjerk.

I just wanted to check in and see if someone from support was able to get in touch with you and if you were able to start making progress with them.

Thanks.

[Jeff]

Hi, Myotonicjerk.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[Myotonicjerk]

As emailed no one was in touch

[Jeff]

Hi again, Myotonicjerk.

Just one final check to see if you were able to work this out. Hopefully support was able to get things set straight for you. If for any reason you need this thread to stay open, let me know. 

Thanks.

[Myotonicjerk]

No this is not worked out and no one has contacted me

[Myotonicjerk]

still nothing

[Myotonicjerk]

Planet Earth calling Google support...

[Jeff]

Hey, again.

Thanks for letting me know you haven't received word. I have escalated your case and I'll do a check in on that.

Thanks.

[Mister2205]

Just got off a chat from a Google specialist regarding my nest thermostat not connecting to wifi. Rude, was not willing to escalate or let me speak with a manager neither provide her badge id! Who does that?? Then ended the conversation with a sarcastic note. Just lost my trust and respect for Google. I hope this note will help escalate this, maybe not.

[Myotonicjerk]

I doubt it will as I have been waiting three months to be contacted, but the support experience you describe is very similar to mine