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?
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.
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.
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
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.