Google Nest Wifi Access Points Case ID [4-2560000033166]

[MarkWill62]

1600 square ft house, with Google Wifi Nest router and two Nest Wifi Access Points capable of covering 6600 sq ft.  The  Wifi Access Points keep disconnecting from the Nest router.  I notice this because devices in my house stop working forcing me to check the Google Home App.  While checking the Home app, it shows that my Wifi Access points have week connections back to the main router.  My normal fix action has been to unplug the devices and plug them back in.  This normally resets it until it goes back out again.  After many times I finally called Google support.  The tech tells me that the problem is my DNS is not configured correctly (keeping in mind, Google configures the DNS, not the dumb customer).  I advised the DNS is part of the WAN and should have nothing to do with why the local Wifi enclave are not connecting.  The tech swore to me this is the problem.  We did the fix action, and I was advised that they would send me an email and if I continue to have the problems, Google will call me back to continue troubleshooting.  The problems continued, so the next day I replied to the email, showing screen shots and requesting assistance.  The next two days nobody called, so I called Google.  This tech tells we have to do a factory reset, ok, so we did it and the tech advised, that I would receive an email and if I am still having problems to reply with the problem and a good time to call.  Well, I sent the email and two days later nobody calls, so I call Google.  This new tech is telling me that the problem is with the Verizon Modem connected to the WAN side of the router that is causing my local Wifi access points to not connect to the WIFI router, if anyone was telling me this, I would be busting out laughing because of the poor troubleshooting, taking stabs at what is going on the WAN network side is causing the local area network not to connect to the Nest router.  I requested this be escalated because it was clear, this tech was very inexperienced and just following a piece paper but after 3 calls, I am fed up at this point.  Thus my illustrious Google tech tells me he is escalating this ticket and with the escalation process he will call me back in two days to see if I am still having the problem to get it to tech support...WTF.  I have envied google for years, even thought of it being my dream job to work there because they are the best...boy was I wrong...Google what are you going to do  to fix my network issues, because I cannot count on the Google help desk.  Three calls for the same issue and the tech has the nerve to say, he will call me back in two days to see if I am still having the same problems even though he took no steps to attempt to do actual troubleshooting of the local area wifi.  Trouble Ticket.

Case ID 4-2560000033166

[MarkWill62]

Forgot to mention the Google tech continuously tried to say the issue was with Versizon FIOS even though through every outage to include while talking to the Google tech the connectivity to the internet was a continuous 800 MB download and 700 MB upload.  When I didn't buy that troubleshooting he then tried to tell me it was because of the cable between the Verizon Modem and the Nest router...where do these guys go to school???

[AbigailF]

Hello MarkWill62,

Thanks for posting and our apologies for what happened. This is not the experience we'd like you to have. I've checked the case ID number you mentioned and it's currently being worked on by our support team. Rest assured that they'll provide you with an update shortly. I'll keep this thread open for a few days so you can also update us. Let us know if you have any other questions or clarifications and I'll be happy to help out.

Regards,
Abi

[MarkWill62]

I am sorry but this is to the point of beyond unacceptable. On my fourth call with little to no worthwhile troubleshooting, I was finally told that Google would replace the device. I had to fill out paperwork and get all the information required by the tech online with me. 

Thinking that a replacement device is coming, to only get an email the next day to find out that Google wants to do a 5th troubleshooting call before the device is replaced. I was told this same information on the first call, then the second call, then the third call, then the fourth call.. 

Now you and the email I received is telling me that I need a fifth call before Google will take action???

My response is that I Officially want this case escaleted to some sought of competent management because I refuse to sit on the phone for a 5TH Time to tell me to check with my service provider because sometimes they have problems with AT&T modems, while I am on Verizon???

I Officially Request either a New Device or a Refund. I have no clue what new forms of troubleshooting that can be done on a fifth time that couldn't have been done on the first four times working with tech support

Please either replace the device or provide a refund. 

Regards Mark 

[AbigailF]

Hi MarkWill62,

We're truly sorry about what happened. I've sent a follow-up to the support team handling the case ID 4-2560000033166. I've also let them know that you'd like to proceed with the replacement. They should be sending an email shortly. Thank you for your patience on this matter. We'll keep this thread open so you can update us here as well. We'd like to make sure that the issue is resolved.

Best,
Abi

[AbigailF]

Hey MarkWill62,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Thanks, 
Abi

[MarkWill62]

I am sorry to say to date no one has contacted me reference an RMA or for any other reason other than on this  community chat.  It would seem the only way to get this resolved will be to contact my credit card company and dispute this charge because Google has not followed through and send them every email and post to validate my request due to lack of support from Google.

Please advise if this is the route that I must now take due to this poor service

[AbigailF]

Hello MarkWill62,

Thanks for the update. Our support team has sent you an email a few hours ago asking for more details. Kindly check so they can help you out. Feel free to reply to this thread should you have any other questions.

Cheers,
Abi

[AbigailF]

Hi MarkWill62,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Regards, 
Abi

[MarkWill62]

I worked with Google 4 times on fixing this issue and to date I have not worked with one competent tech. Each time I am advised if I am still having these problems, that I will be transferred to higher level tech support, the device will be replaced, reply to our email and we will contact you for further troubleshooting. 

None of this has happened. Each time I reach out, I am advised that we must do some more troubleshooting before we can send you to higher level tech support, before we can replace the device. 

I figured out how to fix this on my own. I purchased a Netgear Orbi and like magic no more wifi problems

I can't believe I am saying this, but I am so disappointed in the Google support. I expected more out of Google. The good thing is that it shows me that there are other companies that can do and I don't have to only rely on Google. 

I still expect these defective devices to be rma'd as Google has said to me many times, as you have saw in the previous email exchanges I have had with tech support.

Have a good evening 

[AbigailF]

Hey MarkWill62,

I'm sorry to hear that you don't want to continue with the troubleshooting anymore. We're sad to see you go. If ever you change your mind, we're here to help.

Thanks,
Abi

[AbigailF]

Hello MarkWill62,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 
Abi

[MarkWill62]

I honestly do not know what you guys want me to do.

I have contacted the Google Helpless Desk 4 times, totaling 6 hours of 1st year tech troubleshooting with the Google Helpdesk

• Call 1 Google 1st Year Tech Troubleshooting
  • Lets go through your configuration
  • I see the problem, your DNS is not configured properly (What does DNS have to do with the internal WI-FI connectivity???????????
  • restart all the devices
  • Everything is working at this moment, so the tech said, Google would contact me tomorrow to see if everything was ok, and if not, would connect me to higher level Tech Support
  • Still waiting on that callback
• Call 2 - Starting dropping out again, so I called back,
  • This time the Tech blamed it on an AT&T modem, which has nothing to do with my in-house WIFI.  Modem supports out of my house with nothing to do with my in-house WIFI. 
  • The funnies thing, is that I advised him that I have Verizon, but he kept trying to blame it on AT&T.
  • Tech had me do a factory reset, and once again, I am told, Google will call me back, and if I am still having problems, this ticket will be escalated to higher Tech Support.
  • To my surprise, I am still waiting on that call also and was still having the problems
• Call 3 I request to be escalated to higher level Tech Support
  • The Tech tells me we need to go through troubleshooting before it can be escalated
  • I bet you can imagine I am losing my mind at this time, as each of these calls have been easily at least an hour long
  • I answer all the same questions again
  • We reset the network again
  • The network works fine for at least an hour after I hang up
  • I am once again told that if this doesn't work, they will connect me to higher level Tech Support
  • I requested to forget Tech Support, because apparently they do not exist, just replace the network, as I am well within the warranty period.
  • He advised that yes, if I am still having problems, Google will replace the system
• Call 4 Still not working, still no Tech Support
  • We go through all of the same lame troubleshooting
  • as you can tell, by now I am very irritated at the incompetence and lack of following up on any word from Google.  There has been no interfacing with higher level tech support and no replacement of the device.

I did my own 1st year tech troubleshooting and I replaced the Google Nest WIFI with a NETGEAR Orbi RBR750, router and 1 satellite (two NETGEAR devices are working fine, where 3 Google nest devices couldn't) and unto my surprise, I haven't had any problems since.

I contacted this community for support and all you do is tell me to call back to the same incompetent tech support that caused me to post here originally.  I have called back twice since opening this line and your office has been as useless as your first level techs, as to date after 4 calls and at least 6 hours of my life lost working with Google techs, I still have not talked to true Tech Support

I respectfully request this broken system be replaced, as I do not believe Google has higher level Tech Support for the home market as in 4 calls I was not able to talk to them NOT ONCE.

Now the question is, will google honor their warranty and replace these broken devices (as I can use them in my second house) or are you going to tell me to call the first level tech support again for them to tell me before we can talk to higher level tech support (if it exists) that we must do some 1st year tech troubleshooting again.  

How many phone calls to google, how many hours of talking on the phone, does it take for Google to stop talking and take action??????

You have my information, you have all the so called troubleshooting that was done.  Is google going to replace these non-functioning devices?

Please advise

[AbigailF]

Hi MarkWill62,

Thanks for providing us with the details. We’d like to make it up to you. Could you provide us the case ID number of your last interaction where you were told that a senior specialist will be assisting you? We’ll wait for your update.
 

Regards,

Abi

[MarkWill62]

Hello,

It wasn't just one call that I was told if I am still having problems, the next time they will get me to tech support, but it was every time.  You might recognize this comment "first we have to go through this troubleshooting before we can get you to tech support".  The problem was they never troubleshot my issue, they was only following the script of the day.

I was wrong, it wasn't 4 times that I called it was 5, here are the case numbers

Case ID [5-5948000033762

Case ID [3-8928000033739

Case ID [4-2560000033166

Case ID [5-9177000033620

Case ID [6-2767000033700 Regards Mark

[MarkWill62]

I am not sure if my last post went through due to formatting

so I am re-sending the case #s

5-5948000033762

3-8928000033739

4-2560000033166

5-9177000033620

6-2767000033700

On the fourth and fifth calls, I was no longer interested in talking to tech support because I could never get anywhere

[AbigailF]

Hey MarkWill62,
 

Thanks for the update. My apologies for the late reply. I’ve consulted your case ID numbers and the latest one, 4-2560000033166, is handled by a senior support. They were requesting a status report from you as they need this to proceed with the next steps. If you’d like to continue, feel free to reply to their email so they can continue to help you out. I understand that you’d like to get a replacement. For our senior support time to proceed with this request, they will need information from you such as the one they asked via email.

Best,
Abi

[AbigailF]

Hello again MarkWill62,

It's me again. Just checking in if you still have any additional questions or clarifications. We'll be happy to help out.

Cheers,
Abi

[AbigailF]

Hi again MarkWill62,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks, 
Abi

[MarkWill62]

You know, I thought about it, and you can lock this thread, I just cannot call back into the Google helpless desk and be subject to the same horrible troubleshooting that Google has put me through on my 5 previous calls.  You may have noted that I have stopped calling in after the fifth call, because I had to get my system up and working, so I purchased a NETGEAR Orbi.  I will not call back in to have some junior level engineer make me disconnect my Orbi (which is working) to place the Nest back online (which keeps dropping out) and spend an hour or more for a junior level engineer to tell me the problem with my local area network is the wide area network???.  I had 5 calls with Google, 6 hours (at least 6 hours) of my life I cannot get back, so I have to just take this as a loss and know that I WILL NOT purchase any more Google hardware products because if they do not work, GOOGLE MAKES IT SO HARD TO GET SUPPORT, THAT THE CUSTOMER ENDS UP JUST GOING AWAY.

With that said, you close this thread with an unhappy Google customer who is expecting Google to honor the 5 calls previously placed to Google and replace the faulty Nest Wi-Fi. 

 However know this... I am a very happy customer to NetGear and the Orbi which has worked without a problem so far.

You have my info...replace the device with a working one, if not have a nice day

[AbigailF]

Hey again MarkWill62,

Thanks for letting us know. If you change your mind, you can continue with our senior support by replying to their email. I'll lock this thread in 24 hours. Feel free to create a new thread if you have a new question or inquiry and we'll be glad to help.

Cheers,
Abi