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How do I get the OnHub promo code?

terryb8888
Community Member

I'm looking for the OnHub promo code but of course, there is no way to contact Google support as the contact form is not working

27 REPLIES 27

Dansquestions
Community Member

I believe these were targeted automated emails that went out. Otherwise keep checking back with customer service and eventually you will get through. Im not sure if they will have to escalate the case to get the code or not. Sorry I don't think there is a quicker way to accomplish this 

Thanks for the reply. I really don't get why Google is so crappy at this detail stuff. 

Jeff
Community Specialist
Community Specialist

Hey, terryb8888.

I just wanted to jump in real fast to see if you were able to get that code worked out or to see if you still needed some help here. If you're still looking for a solution there, please let me know.

Thanks.

I am still having this problem. I have a Google/Asus onHub but haven't received a coupon. I chatted with Google One support and they told me to contact Google Store but the queue is really long. If you have a better solution, I'd love to hear it!

Paulitics
Community Member

I'm in the same boat - I have 3 onhub routers and no email from Google (yet).   Tried the support line a few times like the others, but couldn't get through.   Unsure if it's worth it to keep trying or buy some on the used market.

Jeff
Community Specialist
Community Specialist

Hey, all.

Sorry for the issues you've had connecting with support. I know that yesterday was a bit of a crazy day with everyone being back from the holidays. I think today and tomorrow should be better making contact through the store or by contacting support directly. Give it a look today and see if anything has improved there. I can report to our internal teams that a lot of emails haven't arrived as well. In the meantime, double check your spam folders as it's possible the email was marked as spam or promotion.

Again, try support again today and let me know what the queues are looking like.

Thanks.

Thanks for the reply, Jeff!

I was able to do a chat with the Google Store team yesterday and after a lot of back and forth they said there was nothing they can do for me. No details - only that if I don't have the email, bummer.

I am of course very disappointed. I tried to set up the OnHub device just in case (I could give it to someone else), but the Home app doesn't even recognize it! So basically I have a brick now.

Very common experience working with their customer support. 

Jeff
Community Specialist
Community Specialist

Hi, andrevalente.

I understand why you're disappointed. End of life cycles for products is always a rough transition. It doesn't help having a rocky back and forth with support, and I'm sorry that happened too. There's a lot happening with this announcement, and we hope to take care of everyone as we go. You're definitely right to be frustrated!

Google just wants him to buy more and provide no support or service. Seems like a great company to do business with.

I am out of alternatives and trying to decide what to do. I can't use or sell the device (since it is not supported). Any suggestions?

Jeff
Community Specialist
Community Specialist

Hi, everyone.

Just a quick update. I learned that support queues are definitely longer than usual, and it's actually due to some issues where some extreme weather shut down a support center and we're seeing a backlog. If you've been unable to get through to support due to wait times, those should improve over the coming days. I'm sorry for those waiting for answers.

Thanks.

I have been having an incredibly hard time with support the last 4 weeks. Extreme weather must be an understatement, the weather must have been to biblical proportions!

 

Jeff
Community Specialist
Community Specialist

Hi, Dansquestions.

I just wanted to check in to see if you had any better luck connecting with support now that some time has passed. If you're still having issues, please let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, andrevalente.

There was a problem for a very small number of users getting the codes out. I would suggest you reach back out to support and see what can be done now. If you still run into issues there, please let me know and I can follow up on it for you.

Thanks.

Today I finally got a store credit (instead of a coupon). I was transferred several times between Nest, the Google Store and Google One, but the perseverance paid off! Thanks Jeff for your help.

Dansquestions
Community Member

I am currently waiting on a billing issue with nest. It started on 12/9. After contacting Google on a daily basis they finally acknowledged the very obvious error and said they processed the refund. I received no receipt and no confirmation about the refund. They responded to wait 14 days then contact my bank and ask them for the refund. Google customer support is absolute garbage.

terryb8888
Community Member

Thanks, I will try again

Jeff
Community Specialist
Community Specialist

Hi, terryb8888.

I just wanted to follow up to see if you had any issues reaching support still or if you were able to connect.

Thanks.

terryb8888
Community Member

Thanks for the follow up. I appreciate it. I will try again today. 

terryb8888
Community Member

So I went to the Nest help today. There are now three options for contacting support. I don't have an active Facebook account. The Twitter contact is essentially a public message board. The third option, contact by phone, does not work. 

I get the message,please choose another contact option.

How can a company as large as Google not have any way for customers to contact support, for a month!?

Clearly this is not acceptable

 

 

Jeff
Community Specialist
Community Specialist

Hi, terrhyb8888.

Can you clarify why the contact by phone doesn't work? That's generally the fastest way to reach support. What issue are you running into that won't let the phone method work for you?

Thanks.

Jeff
Community Specialist
Community Specialist

Good to hear, andrevalente! I'm sorry it was such a process, but happy to see it worked out.

terryb8888
Community Member

I reached out to Google yesterday. The entire thing is a mess. They have no idea what they are doing. Google Store just keeps transferring my call to technical support -- which is definitely not the correct department. To make matters worse, technical support can't transfer the call back to the store. It's a lesson for me.

Jeff
Community Specialist
Community Specialist

Hi, terryb8888.

It's been a while and I wanted to check in to see if you got things worked out with support or to see if you were still struggling to make contact with them. If you're still needing some help, please let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.
It looks like we've slowed down here again. We'll be closing up the thread unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.
Thanks.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks