The Worst Customer Support Experience Ever

[CyrusBlack]

I had a defective router and it got replaced 4 months ago. Fast forward 4 months later the new router has the same issue. It will not get an Internet address. I have done all Google troubleshooting steps on this router with their support specialist and it is indeed defective as well. For the last 2 weeks this so called specialist has asked me repeatedly to redo all the documented steps we have already done.  My wife went out and bought a new  Google WiFi Pro and plugged it in and it works perfectly - proving that the old device is defective. Then I was asked to send pictures of the defective router which I was lead to believe that it was the beginning of the replacement process. I was wrong - they decided to jerk me around with another round of trouble shooting steps that were already done and documented. It’s hard to believe how little integrity this company has and the utter failure to set expectations and meet them in a timely manner.  Never will I buy a Google product again. 

[LovelyM]

Hello CyrusBlack, 

Thanks for reaching out. I'm sorry for this experience.

Would you mind sharing the Case ID of your interaction with our agent? Once done, I'd appreciate it if you could fill out this form so I can have your issue checked with our senior specialist.

Looking forward to your response.

Best regards,
Lovely

[LovelyM]

Hi again CyrusBlack, 

I just want to give you a nudge. Kindly check my previous response and submit the form to us with your information.

Cheers,
Lovely

[Dan_A]

Hey there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Thanks,

Dan