Unacceptable Product Quality and Lack of Support for Google Wi-Fi 6

[fasterblue]

I have to say, I am beyond frustrated with the Google Wi-Fi 6 system. After spending a significant amount of money on what’s supposed to be a premium, cutting-edge product, I’m dealing with constant internet dropouts and what seems to be overheating issues. When I hold the router, it's more than warm to the touch, which is concerning for a brand-new device.

The lack of support is even more maddening. There's no phone support, and any attempt to get help through chat has led to being disconnected or ignored. Meanwhile, I can call the sales line, and they’ll pick up right away if I want to spend more money. It’s like Google is more interested in taking my money than providing a product that works or backing it with proper support.

Greed is pushing technology backward, and it seems like you’re trying to win the race to the bottom. There’s no reason in 2024 I can’t have a stable internet connection in a three-bedroom house. That’s insane. I’ve checked Reddit forums, and it’s clear I’m not alone. Network professionals are breaking down why this product is poorly designed, and even though I’m not an expert, I can see the results—constant frustration and an unstable internet connection.

On top of that, this whole "make them help themselves" technical support forum is appalling. It’s nothing but a way to avoid offering real support. I didn’t spend this much money to end up troubleshooting the product myself while hoping other users have the answers.

And as if that wasn't bad enough, the "achievement unlocked" badge system in these forums feels like some ridiculous office pizza party nonsense, congratulating customers for playing your little game instead of fixing the actual problems. It’s insulting, like we’re children playing Xbox. I’m about to unlock my "return all this Google garbage and never buy their products again" badge.

Google, it’s ridiculous that you would release something like this, fail to provide any meaningful support, and expect customers to just deal with it. This is unacceptable for a product in this price range. If this isn’t addressed, I will not only stop using Google products but make sure others know to avoid them as well.

Fix this.

[ovidioj]

Hi @fasterblue,

Thank you for your reply. 
I understand your frustration with the Google WiFi 6 system. It's disappointing when a premium product doesn't perform as expected, especially when accompanied by poor support. I appreciate your effort. 

To help me troubleshoot the overheating and internet dropout issues more effectively, please provide the following information:

• Can you describe your network setup (e.g., router, modem, other devices)?
• Have there been any recent changes to your network or Google WiFi devices?
• Are other devices experiencing similar issues on your network?
• Can you describe the extent of the overheating and if it's affecting the router's performance?
• Is there a switch on the network?
• How far are the WiFi points from each other?
• When did the issue start? 
• Does the light change when the internet drops out? 
• Do you use a modem and router combo?

I apologize for any inconvenience caused by the lack of phone support. We're working to improve our support channels to provide better assistance.

Regarding the community forums, we appreciate your feedback about the "achievement unlocked" system. Your input helps us understand your perspective and improve our user experience. You can also send feedback through this link: Feedback link. 

In the meantime, you can try the following steps: 

1. Try to change the password on Google WiFi's network by following the next link: Change Wi-Fi password.
2. Try to change the DNS: Changing these settings from the Google Home app may fix the issue. You can follow the steps in this link: Change your DNS.

Please let me know how it goes. Thank you.

Regards, 
Jorge

[fasterblue]

Too late, I already did all the troubleshooting. I went and bought a TP Link Deco mesh yesterday, it set up in seconds, and I even forgot to enable one of the nodes at first and one node worked for my whole house better than your whole system. No drops, no issues, just stable fast internet. I'm sending your junk back to you. Ridiculous. Also the TP Link Deco is cheaper. You have a whole section on your page about the WIFI6 nodes talking about how beautiful they are and blah blah blah, trendy and good looking, yall should have put that energy into making it actually do its job. Who the hell is like "my wifi is garbage, but dang thats a sexy router". Yall priorities are ridiculous. 

[ovidioj]

Hi @fasterblue,

Thank you for your reply. 
I understand your disappointment with the Google WiFi system. I apologize for any inconvenience it may have caused.

While we're unable to address the specific issues you encountered, we appreciate you sharing your experience. Your feedback is valuable and can help us improve our products and services.

You can also share your feedback through the Google Home app or visit our feedback link.

Thanks for your understanding.

All the best, 
Jorge