Terrible experience with Nest Wifi Routers and With Chat Tech Support

[ltantrim]

I installed 5 Nest Wifi Routers in my 3 story house six months ago. The coverage was never great. I finally contacted tech support for help with network issues, using the chat feature. The power cycling and other steps they recommended resulted in offline routers and no connection whatsoever. I spent hours in three different chat sessions and no one was able to help me. It was an incredibly frustrating experience. I finally bought mesh points/routers from a different brand and the network came back on instantly. I don't understand why these (expensive) Nest Wifi Routers performed so poorly and I am outraged that the tech support chats were such useless and time consuming experiences. Never once did anyone suggest my routers may have issues and I should try replacing them. I will not be using Google Wifi products ever again.

[EdmondB]

Hello ltantrim,

Thank you for letting me know about your Wi-Fi problem. I'm committed to providing you with excellent customer service and will do everything I can to help you resolve this issue. Could you please share the case ID that you receive when you contact our support? 

I look forward to your response.

Best,
Edmond

[ltantrim]

Case ID is 4-9232000035765.

[Dan_A]

Hey there ltantrim,

Thank you for the information. We’ve checked the case ID you provided, and upon checking, an email was sent to you. Kindly respond to that email and continue the conversation there with our higher tier of support. Your response via email will really be of help for the troubleshooting process to continue. 

Kind regards,

Dan