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Email from Google for replacing faulty product

sidiscuss
Community Member

Hi all,

i found another user's post on similar issue but the conversation had been closed. So i would like to start a new one.

I received the following email from Google suggesting me to fill a form to get the Wifi router replaced. Everything sounds fantastic - Google even knew the problem of my device before i did. 

**********

Hi Minh,

We're committed to building products that deliver helpful solutions for your home and work the way that you would expect. So we want to let you know that we've identified an issue with your Nest Wifi router (serial number*: 9A020EXAN035RY) that may cause it to reboot several times a day and disrupt your Internet usage. Unfortunately, our testing indicates that this problem might worsen over time.

We'd like to offer you a replacement at no cost to you. All you need to do is fill in this form, and our support team will send you a new router and instructions for sending back your current device.

We apologise for this inconvenience and look forward to helping you.

– The Google Nest team

*********

I then found with surprise that link to fill the form was broken. I raised a ticket to Customer Care service center and was advised that in order to get the replacement, i had to submit a Diagnostic Report.

 Interestingly enough, I followed the guideline and clicked Feedback button to generate the Report but nothing ever came back. 

I raised 1 more ticket asking what could i do in this case and was advised to click another form to contact a device specialist.

*********

Thanks for reaching us back. Please fill this one out and a specialist from the dedicated team for replacement will get in touch with you as soon as they can. Here's the link: https://support.google.com/googlenest/contact/nest_wifi_contact

*********

And i kept trying on this new link and submitting all my details and the page never got submitted successfully.

I wonder if anyone have any advice please.

Thanks,

Minh 

9 REPLIES 9

Azarco
Community Specialist
Community Specialist

Hey sidiscuss,

 

Thanks for reaching out.

 

We'd love to check how we can help you. Could you try filling out this form. 

 

Let us know once you're done.

 

Best,

Alex

sidiscuss
Community Member

Hi Alex,

I tried the form you gave. When i clicked Submit, it said "Refresh this page and try again. Sorry, there was a problem with the form."

I tried several times, still same error message (https://drive.google.com/file/d/12UTaNBJbInMb5RV2ivrVtGgF0pLlP0ea/view?usp=sharing) . I tried another browser also got the same sticky message.  Please advise. Thanks.Cannot submit form

sidiscuss
Community Member

Hi Alex,

the form cannot be submitted. no matter which browser i used or how many times i tried, i kept running into the error message "Refresh this page and try again. Sorry, there was a problem with the form."

Azarco
Community Specialist
Community Specialist

Hi sidiscuss,

 

Yikes! Could you please try opening the form using another phone or a different browser?

 

Best,

Alex

Azarco
Community Specialist
Community Specialist

Hey sidiscuss,

 

We haven't heard from you in a while — how's it going with the form? Do you still need help with this?

 

Thanks,

Alex

sidiscuss
Community Member

Hi Alex, 

Yes not only i tried from another browser but also from 2 other devices. It did not work at all.

Minh

 

sidiscuss
Community Member

And to be specific, these are the links which do not work:

 

First link: All you need to do is fill in this form, and our support team will send you a new router and instructions for sending back your current device. 

 

Second link Please fill this one out and a specialist from the dedicated team for replacement will get in touch with you as soon as they can. Here's the link: https://support.google.com/googlenest/contact/nest_wifi_contact

 

Third link:  We'd love to check how we can help you. Could you try filling out this form. 

 

Azarco
Community Specialist
Community Specialist

Hey sidiscuss,

 

Sorry for the late response. I'll be sending you an email so let's continue our conversation there.

 

Thanks,

Alex

Azarco
Community Specialist
Community Specialist

Hey sidiscuss,

 

I saw that you're already coordinating with our team through email, I'll be locking the thread after 24 hours. If you have any, updates or just a discussion topic, feel free to start a new thread in the community. 

 

Kind regards,

Alex