Nest Wifi router replacement link

[markborgmann]

i received an email abut an issue with my router and was to fill out a form to have it replaced.  the link to the form doesn't work.. any suggestions?

[esseffmatt]

I got the same email, and the link doesn't work for me as well.  Is it spam?

[markborgmann]

not sure.. i've been transfered around to several people and no one has been any help... i've replied to the email like one of the people said to do but still no response.  google customer service is not good considering how big they are.

[Jeff]

Hi, esseffmatt.

It's definitely a bit of a head scratcher. I was never informed of the emails going out, and that could be because they're really uncommon. As for the form not working, that's definitely another layer to be frustrated by, so I'm sorry for that.

What I would suggest is for anyone who has received the email, whether the form link is working or not, is to contact support directly and explain what you're seeing to them. You can reach them easiest here: https://bit.ly/3o1aRK5.

Thanks.

[Jeff]

Hi, all.

I wanted to follow up to see if you were able to get in touch with support to discuss the emails with them directly. If so, were you able to get some clarification? Let me know if there's anything more I can do for you here.

Thanks.

[Jeff]

Hey, everyone.

I'm just checking in once more to see if you got some clarification from support or if you were still looking for some answers.

Thanks.

[esseffmatt]

No, was not able to get any clarification.  But at this stage, I don't plan to c continue to follow up. Candidly, this all seems like a bit of a scam at this point at worse or just bad service on Google's part.

[Jeff]

Hi again, esseffmatt.

Sorry again for the confusion over this. What I would suggest is to save the email. If you have any issues with your hardware and need to contact support, you can bring the email once again. I'm not sure why you were unable to get any answers from support, but again I'm sorry for that confusion. For now I'll close up the thread, but if you need anything else, please feel free to open a new discussion.

Thanks.

[Jeff]

Hi, all.

I'm not aware of any email going out to customers offering a replacement for their routers, so this appears to be a spam/phishing attempt. Would it be possible to share the subject title of the email so I can check with my teams on this?

Thanks.

[markborgmann]

Mark, we’ve noticed an issue with your Nest Wifi router

[Jeff]

Thanks, markborgmann.

By any chance, did the email include a serial number? If so, did it match the serial number on your WiFi router? You don't need to share that serial number with me, I just need to know if it's there and legitimate. 

Thanks.

[markborgmann]

The serial number provided in the email matches one that I have. 

[Jeff]

Hey, all.

I just wanted to check in to see if you all saw my last reply and to see if you had any questions on that.

Thanks.

[esseffmatt]

This all seems very strange that you wouldn't know initially if it was spam or not, and then don't really seem so sure.  The Google Form in the email doesn't work, to confirm the address anyway for the new product.  So, either it really is spam or this is just bad customer service.

[Jeff]

Ok, everyone.

So the email you got is most likely legit then. It's actually pretty rare to get the email, but as your hardware has run diagnostics on itself, it's noticing that it's not performing up to spec, so it's contacted Google and they've sent out the email to let you know a replacement is available to you. The best way to handle it would be to contact support and engage via chat or phone call with them if the email form isn't working for you. You can see users on Reddit have received this as well, here: https://bit.ly/3rei0u6.

For contacting support, here's the fastest way to reach them: https://bit.ly/3o1aRK5.

Please let me know if you have any other questions on this.

Thanks.

[esseffmatt]

The serial number in the email also matches mine.  This is very concerning.