Google has not returned all our products we sent to them

[Icette]

We were having problems with our google nest wifi router and the end two end points mesh for a year, until Google told us to send everything in so they can see if they are defective, so we sent in the three units . We were supposed to get the replacements sent right away when they recieve ours. They instead of sending the three set mesh  set, sent us only the router!! We have been waiting now for over a month for someone to help us. NOBODY seems to care that we are missing our endpoints, we need those because our size of house. Why would google ignore a customer for a month, we sent everything in as we were told to. This is very unprofessional to do this to a customer.

[Dan_A]

Hey Icette,

That certainly isn’t the experience we want you to have. Let’s see what’s going on. Do you have the case ID from your interaction with our support team?

Looking forward to your response.

Best,

Dan

[Icette]

Dan, here is the ticket 1-1748000034847

[Icette]

Dan, a few other case numbers 

6-2981000034498 

8-4824000035099

[Dan_A]

Hey there Icette,

We appreciate the information! I’ve checked your case and found out that it has already been consulted to our senior support team for further investigation. We’ll keep you posted once we have an update. Thanks for your patience.

Best regards,

Dan

[Icette]

Dan, is this a new escalation, or the same escalation to level 2 that happened a month ago with no further progress? 

We are simply awaiting replacement of the devices we were advised to return.  We sent in 3 devices, and Google only returned 1.  We've been waiting for weeks with no forward progress or escallation communication, and no reason for withholding the other 2.

A simple answer would help greatly.

[Dan_A]

Hello again,

No worries. This is a new escalation, and rest assured, we’re not leaving you hanging. We will make sure to keep an eye on your case.

Kind regards,

Dan

[Dan_A]

Hello Icette,

We appreciate your patience throughout this process, and we’re happy to say that your new devices were shipped out some time ago. You will receive your new Nest Wifi points shortly. Check your email for updates.

Thank you for giving us a chance to make it up to you.

Cheers,

Dan