case number is 4-1859000033748
03/30: Nest Mesh WiFi suddenly stopped working less than a year after purchase.
Checked all the steps to get it going again - nothing.
Contacted support through Chat. They had me unplug, plug back in, restart the modem, power cycle the computer... You name it we did it. Then I was asked for all the serial numbers, and data related to the Nest Router and the points. I immediately provided the information along with a status report from the setup network.
04/02: 3 days later I received a response that I had to again perform resets, etc., etc., etc. which I did, and then provided another status report from the setup network.
04/05: First thing in the morning, I sent a message asking if there was any update on my case.
At 6:40 PM I heard back that I needed to provide a silly amount of information and pictures of the actual serial numbers on the devices.
04/06: I provided all the requested information
04/10: Wrote again to find see if there was an update on my case and heard back "We need to exchange the defective device with a replacement device."
I was given two options:
- Standard exchange replacements don't require an authorisation hold and a replacement device isn't sent to you until we receive a signal that the defective device has been dispatched.
- Advanced exchange requires an authorisation hold to be placed on your bank account. We dispatch the replacement device first and drop the authorisation hold once we receive the signal that the defective device has been dispatched.
- The authorisation hold is dropped when we receive a signal that the defective device has been received – usually around 14 working days, however, it's controlled by the bank.
I requested the Advanced exchange and received the return authorization and return label with the incorrect serial number listed on the paperwork.
04/11: Received apologies for the wrong info and was told a new return authorization had been issued but was told only the standard return was an option.
04/12: Wrote again to customer service to get the updated return authorization and also to let them know that I had been on hold with customer service for 30 minutes before I hung up as no agent ever came on the line (in spite of the documentation saying it would take about 3 minutes.)
So, here we are 2 weeks after the initial contact -- still don't have WiFi ... and in the connected world we live in that is not the best situation. Let me also add that most of our smart home devices are Google or Nest items. But apparently, that carries no weight. Ultimately, I just want the replacement unit so I can get my WiFi back. It would be delightful if there was an effective way to communicate with customer service instead of getting caught in the loop on support.google.com
