Not sure I'm really looking for help at this point but I am absolutely appalled. My Nest wifi second puck has been dropping intermittently for the past week. Over 2 hours speaking to google chat agents wherein they repeatedly lied and blamed "wifi interference." When I asked why wifi interference suddenly became an issue 4 months into owning the product, they had no answer and kept deflecting before settling on "environment issues." I pressed and they said what I knew to be the crux of the lie - something must've changed at my property. Shockingly, I haven't put any random lead walls up in my house in the past 3 months, nor have I even moved the pucks or any other device except for cleaning. The connection has just decided to pick and choose when it works (which has been particularly frustrating with work zoom calls), and then works fine for a day after factory resets before deciding it doesn't want to work again - and we're back to square one. Meanwhile, it is also just in the hallway just off my open plan living area - so there aren't even any walls. But the fact that it works fine for a day after the factory reset doesn't undermine the wifi interference explanation one bit. Apparently, my wifi is a particularly clever and devious breed that is toying with me to make me think that the product that keeps dropping is the one at fault. Of course, that the other puck that is actually connected to the router has continued to work without fault is also just misdirection. Honestly, I had no idea my devices were so mischievous.
So after all of these ridiculous fabrications, I was given the advice that the solution was bridging. Now I am not exactly a novice to networks, and ask if that means that I can only have one puck? The first chat agent deflected for 20 mins and then just ended the chat. The second person admitted that yes I could only have one and bridging wouldn't work for a mesh. But I could connect the pucks with wires to make it work. So, for clarity, what they are suggesting now is that I have paid over $200 for two pucks that I can choose to either just use one, and have a mediocre at best alternative to the router I already have that has a better range, or I can use both pucks, by running wires through my house. Which, if I was going to do that, I would not really have the appetite to then channel it through a mediocre router. So the only purpose for buying this product - the seamless connectivity throughout my home, is now not possible. They do not want to send replacement equipment as this is obviously all my fault. They also refused to answer any challenges to their "resolution." I was told multiple times that a supervisor was coming within a certain time. I was contacted a few hours later. The "supervisor" doubled down on the lies, suggesting that the modem's firmware was to blame (but of course not theirs) and reiterated the spin like he was white house press rep. He repeatedly said that a FIFTEEN day return policy was generous. Generous. The kool aid must be strong at google.
All in all, just absolutely disgusting customer service. I sense that they know that their product is poor and every interaction is aimed at deflection. They also know that their service is poor - they have no working feedback mechanism, no way for someone to escalate, hidden supervisors, no way to get your chat transcript, no way to access a ticket - basically a black hole in the hope that you give up. I read a review of the Pixel last year that painted it as a real competitor to the iPhone. If this is the level of quality google puts into its products, and the repugnant customer service it provides, I'd suggest they stick to selling SEO to any corrupt organisation willing to pay a fortune, stealing and selling their customer's data and monetising every site they purchase to the point not being usable. They should leave hardware to those that can do it properly. On the plus side, Amazon have offered me a refund (minus restocking fee) even though it was 4 months ago that I bought this junk.
Hey there, VeryAnnoyed.
Sorry about the poor experience you've had. I can see that you're frustrated and I can definitely understand why. I would like to refer you to a higher tier of support and we can see what more can be done for you. Do you happen to have the case ID you were given from your discussion with support? That will let me look deeper into things for you as well. I look forward to hearing back from you and working with you on this.
The last one was 3-6315000032871. However not really sure what else can be done unless you’re planning to compensate me for my time and Amazon’s restocking fee? At this point, the fact that every dishonest person I spoke to doubled down on the ludicrous “solution,” I am disinclined to jump through any further “troubleshooting” hoops.
Hey again, VeryAnnoyed.
I guess that's up to you if you want to try anything more. Either way, I will escalate the case so at the very least it can be made known what happened in your situation and we can learn from that. I'm not sure what sort of compensation might be available from a higher tier of support, but I can help connect you to them if you're interested in speaking with someone. I feel bad that you poured so much time and effort into the product and are left with nothing but frustration to show for it. Let me know if you would like someone to reach out to you and talk about the situation.
Happy to speak to them but only if it will be an honest conversation. If there is a genuine desire to try and make me leave with a less bitter taste in my mouth, fine. But if the intent will just to be defend the actions of incompetent staff and try and blame anything but the product, probably won't be productive. Also is this escalation team US based?
Hey again, VeryAnnoyed.
I can't say where your support representative will be based, simply because we have employees across the United States and the world. I do know that the conversation would be focused on trying to improve your overall experience and not simply defending reasons why you might have had a harsh experience as a customer. I'll get your information passed along.