Hoping for follow up

[JT7]

Hi -

I had a support issue. I filled out a form. I was told that someone would contact me, but I never did hear from anyone on the support team.

Can I get some help?

[MplsCustomer]

@JT7 

I'm guessing you are referring to this earlier post of yours:

https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-WiFi-Pro-No-Upload/td-p/437070

@LovelyM  , do you know what's happened with this customer's form on their earlier post?

[Wendy-B]

Good luck with that.  I have the same issue.  Started a forum post, asked by Google support to fill out a form, then forum post is locked and Google support ghosts you.  I'm starting to think this is standard operating procedures for them.  Redirect, delete the evidence of the issue, then ignore.  

[LovelyM]

Hello everyone,

We appreciate your assistance here, @MplsCustomer.

@JT7 and @Wendy-B, sorry if this is taking longer than expected and thanks for bearing with us. I've already sent a follow-up to our senior specialist team so they can handle both of your cases as soon as possible. We'll be keeping this thread open to make sure your issues are addressed.

Best,
Lovely

[JT7]

Thank you LovelyM. Appreciate the update. Fully understand that the support team has many users to help and issues to address.

As a practical matter, certainly Google can't expect users to wait 3+ weeks after raising an issue about inoperative Mesh Points (and posts here are usually a few days after trying to resolve the issue on their own) without having to do something about it. I am a remote employee, and I can't work without reliable, solid, speedy WiFi. That issue needed to be resolved immediately, and was, with Orbi from Netgear.

I am not sure what tech support can do for me because my expected resolution is a refund on the faulty equipment. Can this issue be moved to that team?

[JT7]

Hi Lovely M -

I think at this point we are far, far beyond any reasonable expectation of help, support, or fixing this issue. I believe I have been more than patient awaiting Google to step up here. And as noted, it is beyond unreasonable to expect anyone to be without WiFi for days, let along weeks and weeks.

Of course I shall remain respectful and polite. I understand there are many looking for support for this product (which, btw, should tell Google Mgt. something . . .) Please remove me from the 'Support' queue, and please direct me to the page where I can receive a refund of the purchase price from Google. Please just send me the link where I can submit my receipt / proof of purchase, reason for warrantee claim, and start that process. 

Thank you,

JT7

[LovelyM]

Hey JT7,

I just want to check on you since I see here that Niel, one of our senior specialists, has already assisted you in getting your replacements. I want to make sure you're all good now, so please tell me if there's anything else I can do to help.

Cheers, 
Lovely

[JT7]

Hi Lovely M -

Neil and I have been working on this issue. That is correct. I've sent the faulty units to Google as instructed and am now waiting for them to be processed.

Thanks for the inquiry.

J.T. 

[LovelyM]

Hi JT7,

Glad to hear that! I'll keep the thread open until you get the replacement and test it out. Please give me an update on how it goes.

Sincerely,
Lovely

[LovelyM]

Hello JT7, 

I'm checking in to see if you still need help. Please tell me if you have other questions or concerns. I want to make sure you're all good now.

Cheers, 
Lovely

[JT7]

Hi LovelyM - All set now. From my perspective this issue can be closed as: resolved. Thank you for checking in.

[LovelyM]

Hey JT7,

Perfect! I appreciate the update and I'm glad that the replacement Google Nest Wifi Pro devices are working as they should. If you need any assistance in the future, feel free to reach out to us by creating a new post.

Regards, 
Lovely