How do I get good support from Google for Wifi?

[IsaacS]

I am trying to get support for Wifi, and they won't replace a defective unit.  They aren't outright denying it - they just tell me to "trust them" that it will get done, and then I don't hear anything.  Last time I talked to them (today), I asked to escalate, and they transferred me to a number that says it's no longer in service (after pressing the option for Wifi).  Has anyone had any luck, or does Google just fail miserably in this arena?

[AbigailF]

Hey there IsaacS,

Thanks for posting. I’m sorry to hear about your issue. I’d like to further check on this. Could you provide your case ID number with our Google support? I’ll wait for your reply.

Thanks,

Abi

[AbigailF]

Hi IsaacS,

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

Best, 
Abi

[IsaacS]

I found out from a supervisor (on my 5th or 6th attempt to reach someone) that my prior cases were stalled because the employees assigned to them no longer work from "Google", and apparently, when an employee leaves, no one picks up their open cases.  This has been one of the worst support experiences I have ever experienced, and I will do my best to discourage others from buying Google products.  I'm glad this happened before I invested in the smart cams - I'll stick with Ring!

[AbigailF]

Hello IsaacS,

This is not the experience we'd like you to have. We'd like to make it up to you. Could you provide the case ID number of your interaction so we can check? We'll wait for your reply.

Regards,
Abi

[IsaacS]

Here are a couple of them:

2-8253000033442

3-7934000034884

I spoke with someone in December (second time I reported the issue?), and I was told "don't worry" in regards to sending me a case number and creating the return.  I never received that case number.  

Every time I contacted, I tried to reference my prior case number, but there was never any interest in that.  I now have exchanged my device for one of a different color.  It stinks they don't match, but I guess I should just be grateful the warranty was finally honored.  In the business world, I was have fired a vendor for this type of service.

[AbigailF]

Hi there,
 

I appreciate your update. I’ve sent a follow-up to the team working on your case and they will be sending an email reply shortly. We appreciate your patience on this matter. Feel free to reply to this thread if you have any other questions for now.

Regards, 
Abi

[LovelyM]

Hello IsaacS,

It looks like the replacement for your Google Nest Wifi has already been processed. I'm going to mark this one as resolved in the next 24 hours. If you have other questions or concerns, please feel free to let me know before I go ahead and lock this thread.

Cheers,
Lovely