Nest wifi router replacement email

[Macrosscdo]

Hi, 

Would like to check regard an email I received from Google promting me to fill up a link and get my nest wifi router replaced as it was constantly rebooted. Upon filling up, I was contacted and requested to provide more information which I did. Thereafter, the customer care team told me to contact my local ISP to get the replacement as the router was issued by them upon signing up and Google will not replace it.

Just wanted to check if this is correct? As local Internet service provider are not responsible for the product defect.

I am getting worried as the email states my router will worsen over time. 

[MplsCustomer]

@Macrosscdo 

If, like many customers, you rent your Wi-Fi router from your ISP, wouldn't you have to contact your ISP to replace it?

[Macrosscdo]

@MplsCustomer 

Hi, thanks for the reply. My device is not rented, I bought it from my ISP and paid the full price for the router. Sorry for not being too clear on the explanation above. 🙂

[MplsCustomer]

@Macrosscdo 

Well then, I hope a Google Nest Community Specialist responds to your question.

If Google Nest contacted you about replacing your Nest Wi-Fi router due to a defect, it seems strange that they would then tell you that you must contact your ISP since you happened to purchase your router from your ISP. If you had purchased your router from Menards or Home Depot or Lowe's, would you have to contact the retailer to get it replaced?

[Macrosscdo]

@MplsCustomer 

Yap, hope someone will contact me. As I agree on the above. If purchase was done with retailer or even ISP, and I was the one reporting the defect, I would have gone straight to the retailer. 🙂

[Jhonleanmel]

Hi everyone,

Thanks for the help, MplsCustomer.

Macrosscdo, could you provide the case ID from the email sent to you so we can check the case and move forward from there?

Best,

Mel

[AbigailF]

Hey Macrosscdo,

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

Regards, 
Abi

[Macrosscdo]

Hi Mel and Abi,

Thanks for following up and replying in thread. 
The case email is as follow:
Re: Your Google Support Inquiry: Case ID [6-4385000033061]

Just to update, I've not replaced my Google router as I find it a hassle to ask my local ISP or Google for further follow up.

The last reply from wificare was:

The email you receive from us is a system generated email which detects affected devices, even if you have purchased them from M1 and since you purchased them from  your service provider they are the ones who should process the replacement for your device. We have other customers that are in the same country and their service providers were able to replace their Google Nest Wifi router after showing the email that we sent.

[AbigailF]

Hello Macrosscdo,

We appreciate your update. The advice provided to you via email is accurate. You’ll need to request it from your Internet service provider since you got the device from them. I understand that it can be a hassle to go this route, however, you may experience possible issues in the future if you don’t get it replaced by your Internet service provider. Let us know if you have any other questions or clarifications and we’ll be happy to help out.

Cheers,
Abi

[AbigailF]

Hey Macrosscdo,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Best, 
Abi

[Macrosscdo]

Hi Abi, 

I'm facing some problems, thanks you so much for checking in with me.

Would like to seek for advice if you have any idea which department or who did the person whom successfully replaced their wifi nest router contact? I went to my local ISP, showed them my email lias, but they told me there is no such thing happening. I even spoke to the manager, he told me it was long time ago they did google nest wifi bundle program. They dun offer the replacment service. 

[AbigailF]

Hello Macrosscdo,

My apologies for the late reply. I've consulted your case and a senior specialist will be replying to your case shortly. We appreciate your patience.

Thanks,
Abi

[LovelyM]

Hey Macrosscdo, 

Chiming in regarding the replacement of your Nest Wifi router. Kindly fill out this form so our support team can get in touch with you over email. 

Best,
Lovely

[LovelyM]

Hello Macrosscdo,

I just want to give you a nudge. Check my previous response and submit the form to us with your information so we can address your Nest Wifi router's replacement.

Looking forward to your response.

Thanks,
Lovely

[Macrosscdo]

Hi Lovely, 

Thanks for the reply. My apologies of the late respond as i was kind of giving up the idea the router will be replaced. I just need an advice who exactly should I look for or is there any sample of past success replacment that I could follow. Don't like the feeling of being an unreasonable customer demanding a replacment.

Thanks,

Melvin

[LovelyM]

Hey Melvin, 

Appreciate the update and sorry if you have to deal with this. We have a dedicated team that reaches out to customers receiving Google's email about their Nest Wifi router and processes replacements, even for those out-of-warranty, after confirming that their devices do have an issue.

We've reviewed your previous case; however, we have limited access to it. We want to help you as much as we can, so please fill out the form so we can take over your issue.

Keep me posted.

Kind regards, 
Lovely

[Macrosscdo]

Hi Lovely,

Once again, thank you for following up I've filled up the form as instructed. 

Thanks,

Melvin

[LovelyM]

Hello Melvin, 

We got your form — thanks for your quick response. I'll personally coordinate this with our team so they can work on your case right away. You should receive an email from them anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best, 
Lovely

[Macrosscdo]

Hi Lovely,

Thank you so much. I've got the email and replied accordingly. 

Thanks,

Melvin

[AbigailF]

Hi Macrosscdo,

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Abi