Realistic support response times?

[radster5k]

Recently I started facing issues with my Nest Wifi Router - it kept rebooting multiple times a day, sometimes several times in an hour.

I submitted a support ticket, but have not heard back at all in almost ten days now (except for the immediate automated reply). Since the warranty is close to the end, I also submitted a warranty claim after not hearing back for a few days, but I also have not seen a response to that either.
Both cases now sit "in progress" on the overview page.

Is it normal that it takes this long to get any response? What's your experience lately?

[AbigailF]

Hey radster5k,

Thanks for posting. I’m sorry to hear about your issue and I’d like to help out. You mentioned that you already have a support ticket. Could you provide the case ID number so I can check the status for you? I’ll wait for your reply.

Regards,
Abi

[radster5k]

Hey Abi,

Thank you for looking into this - really appreciate it!

The ids are Case ID 2-1028000033905 and Case ID 3-5040000033587

Kind regards

[AbigailF]

Hello again,

I appreciate your update. I've sent a follow-up to the team handling your case. You should be getting an email from them shortly. Let me know if you have any other questions for now.

Best,
Abi

[radster5k]

Thank you, Abi!

I was also able to get in touch with the support team via phone in the interim. It seemed like there might be quite a backlog on email/form tickets, so phone is likely the better option in terms of turnaround time.
Let's see how long it will take to get to a resolution.

Again - very much appreciate your support, Abi!

[AbigailF]

Hey radster5k,

Thanks for the reply. Let me know if you need anything else from my end and I’ll be here to help out further.

Cheers,
Abi

[LovelyM]

Hello radster5k, 

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 trouble from here, as I would be happy to take a closer look and assist you further.

Regards,
Lovely

[LovelyM]

Hi radster5k, 

We want to ensure you are good to go. Please let us know if you are still having trouble, as we will be locking the thread in 24 hours due to inactivity. 

Cheers,
Lovely