12-11-2022 01:19 PM
I purchased a nest wifi router on 23-Jun-2022 from store.google com under order GS-8762-4775-1541. This past week it started intermittently reducing throughput from the expect 1 Gbps to less that 2 Mbps which caused my network to repeatedly fail. I isolated the faulty component and have removed it from my home network. As it is only 6 months old it should be well within the 1 year warranty period.
How do I request a replacement unit?
12-12-2022 01:22 AM
Hi @Bob777
Did you already try factory resetting the Nest Wifi to see if this resolves things somehow?
You can reach out to Google Nest Support but there are some troubleshooting steps that can be done up front. 😊
12-12-2022 05:20 AM
Thanks RXShorty,
12-12-2022 10:57 AM
Hey Bob777,
Have you already spoken with support via chat or email? If not, you can reach them directly here: https://goo.gle/31i1U5t. Choosing phone is most likely your quickest way to reach them and get some help with your router. Let me know if you have any issues getting in touch with them.
Thanks,
Jeff
12-12-2022 04:27 PM
As I mentioned above, I did speak to Nest support on Saturday night, 12/10/2o22 at 10 pm eastern time. the tech persons name was Angela. They did not solve my issue. However, I am absolutely sure this router which is under warranty is failing and would like it replaced. How do I get an RMA to get that done?
—Bob
12-13-2022 02:02 PM
Hello Bob777,
Thanks for the update. Could you provide the case ID number of your interaction with our support? I'll check the status of the case for you.
Regards,
Abi
12-13-2022 04:31 PM
The Case ID [1-8137000033067], but as I mentioned above, they failed to resolve my issue.
After I was transferred to my ISP, and we determined it was not an ISP issue, I spent 3 more hours to fix it by isolating the failing component and replacing it. The network is working perfectly once removed. As the failed component is no longer in the network there is nothing I can have them look at and I am not about to put it back in and cause more issues,
So given that, just looking for an RMA to replace the 6 month old component that caused many days of network issues until it was removed,
Thanks for your help.
12-14-2022 12:04 PM
Hi Bob777,
Thanks for the details. If you're looking into getting your Nest Wifi router replaced, you can reply to the email sent to you by the agent who was helping you so they can have it processed for you.
Cheers,
Abi
12-14-2022 03:53 PM
I’ll give it a try. Thanks.
12-18-2022 06:33 PM
Hey Bob777,
I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.
Thanks,
Abi
12-21-2022 06:43 PM
Hello Bob777,
We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.
Best,
Abi
12-22-2022 06:26 AM
Thanks for checking. I am providing the requested info using case number 6-3504000033752. Not quite sure an exchange has been committed to yet, but it appears to be progress. Time will tell.
12-24-2022 04:20 PM
Hey Bob777,
I checked your case again and saw that the process is already ongoing. Please continue the conversation there as this thread will be locked after 24 hours.
Cheers,
Abi
12-24-2022 04:49 PM
Yes, thanks Abi. They issued the RMA last night and I am going through the replacement process now. Thank you for all the help.
12-25-2022 04:37 PM
Hey Bob777,
Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.
Regards,
Abi