Nest wifi router replacement

[mikedre0]

Received an email titled 'Mike, we’ve noticed an issue with your Nest Wifi router' with a link to a form to request a replacement. The form link is broken - how to I reply?

Mike Drennan

[sidiscuss]

I am interested in the solution you may have, too. I have had the same issue for over a month now, 

Email from Google for replacing faulty product

[Jeff]

Hi, mikedre0.

The email you got is legitimate, but the link is indeed broken in the email. Right now a team is working on fixing that link and replacing it in future emails. For now, use this link: https://bit.ly/3xlfmF2. If you have any issues with that, please let me know.

Thanks.

[mikedre0]

I'm unable to submit the form. Error is 'Refresh this page and try again. Sorry, there was a problem with the form.'

[Jeff]

Hi, mikedre0.

Sorry again for that issue too. It looks like some people are having trouble getting the form to go through as well. Support is aware of the issue, so if you can reach out to them directly, they should be able to help you out. Here's how to reach them: https://bit.ly/3o1aRK5.

I suggest choosing to contact them via chat or by phone. That will be your quickest path to resolution. Let me know if you run into any other issues.

Thanks,

- Jeff

[Jeff]

Hey, sidiscuss.

We have identified an issue with both the email (which is now seeing an updated link), and the form itself. It definitely created a double whammy of a situation that left a lot of customers confused. Can I ask how long ago you spoke with support? By now they should have been informed of the issues with the form and the email link. If it was within the last day or two, let me know and I'll see what we can do to work a more direct path toward resolution for you.

Thanks,

- Jeff

[mikedre0]

Thanks, Jeff. Spent an hour or so on chat with them today, and finally received instructions on how to do the replacement.

Thanks!

Mike

[Jeff]

Hey, shnon2011.

Have you tried this link? https://bit.ly/3xlfmF2.

There was a submission issue with the form, but go ahead and try it now if you already have. Let me know if you are still seeing an error when you fill things out.

Thanks,

- Jeff

[shnon2011]

Hi Jeff - having the same issue as well. Contacting support only led down a path of submitting information as if this email never existed - and I was told that the Google Nest team sent that out and it wasn't them. I'm not able to fill out this form or get a path towards replacement

[sidiscuss]

@mikedre0 i have the exact same issue, and the support team was patient enough to give me advice for almost 5 times, same link, same issue, same problem. I tried different browsers, different devices. It is a relief for me to know you encountered the same, otherwise i thought something went wrong with my devices.

@Jeff contacting the support via chat - i did that too. They told me to check my inbox and i found an email telling me to submit the same form via the same link. I don't know why it is so difficult for me to follow the simple instruction, it turns out the form did not work properly.

[mikedre0]

I finally got them to process a replacement. Took an hour or two on chat with several techs. I was never able to submit the info via the form - I sent them the original email in the chat.

[Jeff]

That's great news, mikedre0. Sorry it was such a runaround, but thanks for staying persistent and patient with the process.

Before I mark this as resolved for you, is there anything else you might need?

Thanks,

- Jeff

[mikedre0]

No - I'm good. Thanks!

[Jeff]

Sounds good, mikedre0. I'm happy all is working well. I'll go ahead and mark this as resolved.

Thanks,

- Jeff