Reference Case ID: Case ID [4-3971000033092]
I purchased a 3 pack google Wi-Fi mesh from Amazon. In less than 3 months, I started to have many issues. After several phone calls to tech support and not able to solve the issue, tech support recommend I send the items in for replacement. I returned all 3 of the Google routers per tech support instructions. In trying to find the status of the return, I saw on Google store history, they were only going to send me one router and not three. I immediately tried to get in contact with someone for help in tech support. Each time you call, you get a different tech person, making the whole ordeal of trying to solve an issue harder. Finally, I talked to one tech guy who said he would keep on top of the case and make sure I got my 3 replacements. Tech support had a slew of documents from me, Amazon Receipt (showing I purchased a 3 pack), pictures, serial numbers, etc. Yet, all effort to ensure things went well was ignored, and instead I get an email today from Google store saying they are sending a 1 pack router even though I returned 3 routers. I did everything google asked me to do. I'm so stressed and disappointed in the lack of support. My emails are ignored. Now I wonder if Google is going to screw me over by sending me only the 1 router when I originally purchased and returned 3 routers to google tech support per tech support instructions. It should be obvious why I returned all 3 routers. Since Google could not detect what the problem was and not certain which router may be causing the issue, they had me return all 3 routers to be replaced by 3 new routers. Yet today I got an email from Google store saying that they are only sending me 1 router when I originally purchased from Amazon and returned 3 defective routers for replacement.
The person (Marcus) who told me he was going to watch over the case and make sure that I got the 3 replacement routers suddenly stopped replying to my messages. I had hope that if there were any issues, he would help me and make sure I got 3 replacement routers. Today I sent him several messages about being sent only 1 router but no reply to my messages.
This experience has put such a bad taste in my mouth that I would never buy another google product. As a retired Vet living on his retired income, the cost of the original purchase stretched my budget and now after returning the 3 routers I purchased due to an unsolved defective issue, I learn today that google is only sending me 1 router minus the 2 replacements. This should not be that hard, but google tech support and lack of it has made it so.
I have countless case IDs, but the one where I thought that the tech person was going to be with me to ensure I got my 3 replacement routers (his name was Marcus) is the case number I'll provide. Here is the case ID. Case ID [4-3971000033092]
