wifi router replacement due to known issue - form broken

[random_user]

I got an email from # yesterday saying my router has an issue and can be replaced at no cost to me.

I've been suffering with the issue mentioned so was happy to see this but the form link in the email is broken.

Not sure how to process this replacement request. Any ideas?

[random_user]

I see it stripped out the email address on me. It was from googlenest at google dot com.

[EdwardT]

Hi folks,

Thanks for reaching out. I'd love to know more about this.. Did you contact our support team before receiving the email? If so, please share the case number of your interaction with our team so I can investigate further.

Thanks,

Edward

[random_user]

hi Edward,

No, I did not contact support before receiving this email. This message was from a google dot com address and listed the actual serial number of my router so I trusted it. Should I not have?

[EdwardT]

Hi folks,

It's me again, I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[random_user]

Hi again EdwardT,

Yes. Please see my reply above. ONLY questions at this point really.

Thx

[EdwardT]

Hi random_user,

Thanks for the reply. Could you check the email that you received for a case number? 

Thanks,

Edward

[random_user]

I checked again, there is no case number. There are only two unique identifiers in that email: the router serial number and I'm guessing potentially the URL to the form that's does not load.

[EdwardT · Accepted solution]

Hi random_user,

Thanks for checking. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[Jeff]

Hey there, random_user.

I just wanted to follow up to see if you saw the link to the form Edward provided and to see if you were able to get that filled out. 

Thanks.

[random_user]

Hi Jeff,

Yes, I did fill it out and a ticket was opened. I'm working with someone via email now to hopefully get it sorted out. 

Thanks.

[EdwardT]

Hi random_user,

Thanks for the update. Let's continue our conversation there and please be advised that this thread will be locked.

Thanks,

Edward

[Madruga]

I've received the same email and my concern was if this email is really legitime. I meant if this email really was sent out by Google. Last Sunday, my router started with this issue (regarding connection) and then, 5 hours later I got the email from Google.