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Terrible Service Call

AAstro
Community Member

Ordered an additional “Point” for my Nest Wifi network. Received instead a Chromecast streaming device. called support and got right thru to a well intentioned agent named Tron. 
i explained the situation, and Tron told me he needed a picture of the wrong product and that it would the. Take him 5-10 minutes to escalate the issue because he had to Text Chat with another department. The process took nearly 30 minutes and at the end he told me (a) I would get the replacement sometime in the near future, with no estimated timeframe, (b) I needed to package up the Chromecast device and ship it back (which means a trip to the ups store), and (c) there would be no accommodation for the time and effort they required from me. Very frustrating. Any modern encounter would have been a 5-minute discussion on the order of “So sorry, please keep the $30 product for your trouble and we’ll get you a new wifi point in a day or two.”  Would that be so hard?

7 REPLIES 7

Jhonleanmel
Community Specialist
Community Specialist

Hi AAstro,

 

Thanks for letting us know and I'm sorry for the inconvenience this has caused you. This is not the experience we want you to have.

 

Could you give us your Case ID from when you reached out to our support team through phone?

 

Best,

Mel

Hey AAstro,

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,
Mel

Hi AAstro,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

My apologies, Mel. I didn’t see your earlier messages.the case number is RMA25485959

Nothing has happened on the case. It just shows that they are waiting for my return to arrive before they credit the account. Frustrating. I shipped the product back already. Since there was no word about shipping the right product, I just ordered a new one. I hope they figure this out. Feels like brain dead service. 

Jhonleanmel
Community Specialist
Community Specialist

Hi AAstro,

 

Thanks for that detail. I've checked the RMA# you provided and the device you sent us is still in transit. Our warehouse is just waiting for your device and it should be updated once we receive your device.

 

Thanks for your patience.

Jake
Community Specialist
Community Specialist

Hey there,

 

I wanted to check in and see if you managed to see Mel's post. Please let me know if you have any questions from here. I would be happy to assist.

Best regards,
Jake

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel