Need help with Nest Secure $200 promotion.

[Spaced_Out13]

I am reaching out here in a last ditch effort to see if there is any one who can help or get me into contact with some one that can help me get the $200 credit offered because as was stated in another resent post, google customer service is everything but helpful.

Quick rundown. I am an owner of the Nest Secure, this product along with the numerous sensors that go along with it were all rendered useless by a decision that Google made to discontinue the product.

Google sent out communication of their own accord to qualified users to redeem a small fraction of their lost investment in either a discounted ADT subscription or a $200 Google store credit.

I eventually decided on a store credit and reached out on 5/2/24 to redeem by the instructions provided in the email. This credit offer expired on 5/7. The help chat associate had no idea how to help and kept complaining that I initiated the google chat with my google account but the Nest email went to my personal email, and even though my personal email is linked and is displayed in my Google account she could not verify it. When I asked for directions on how to initiate a Google chat with a non-google account, per her request, her answer was to just do it. So I gave up and called back the next day.

On 5/3 I spoke to some one via phone the next day and he also had no clue what to do so told me to call Nest customer service. The only helpful person that I spoke to she was able to validate my Nest account and email but sent me back to Google help as she said Nest was un-able to issue the promotion.

I spoke to the 4th person who took my information and said I would receive an email to resolve my request. I received an email that evening that I saw on 5/5, I was out of town on 5/4, but it was to say they would not be issuing anything as my 6 digit code was already used. A 5th phone call ensued where I asked them for the support request numbers and dates and times that the original code was used but they said they had no records. I asked if they had no record of me ever reaching out to redeem the promotion and that I had no purchase history in the google store is that not proof that they had never given me the promotion code? They had no response and refused to assist further.

So at that point I asked for them to escalate my issue, this was on 5/5/24, I was promised a call 24-48 hours later by a supervisor. This phone call never came. I have sent follow up emails, chats, and phone calls and each time it is the same song and dance. We wont help you, we wont get a hold of any one to help you, we will put a comment in your case and a manager will follow up within 24-48 hours.

It is now 5/13 and 168 hours after I was told some one would follow up with me. 

If there is any one here who can help I sure would appreciate it.

[pereztzum]

Hi @Spaced_Out13,

I understand you've been encountering some issues, and I apologize for the frustration that's caused.

To get you back on track as quickly as possible, let me see if I can help resolve this for you.

If you have a case number from a previous interaction with our support team, either via chat or phone, having that handy can help expedite things.

My goal is to get this resolved for you.

Best Regards,

Brandon.

[Spaced_Out13]

Thank you for reaching out.

If you are able to assist I would appreciate it.

Since my post I finally received an email from an individual claiming to be a supervisor with the google support team.

She copy and pasted a response and replied that because she decided to wait 9 days to respond she can not help me as the offer has expired.

Here are several of the case numbers that have been provided to me during this ordeal.

Case ID [0-5128000036197]Case ID [8-7038000035951]Cases Id 0-3919000036685]Case ID 8-6410000036536

To reiterate I am just looking to re-deem the offer that was given to me I will be happy with a $200 credit to my google store account so that I can make a purchase.

[pereztzum]

Hi @Spaced_Out13,

I understand you've been dealing with a frustrating situation regarding an offer and delayed response from our support team. I apologize for the inconvenience this has caused.

While I can't directly access or modify specific accounts due to security protocols, I can definitely help you navigate getting this resolved.
I can take a look on the case number you've provided me and with your permission, I can escalate this concern to the appropriate team within Google Stores. I'll explain the situation, the delay, and your desire for a store credit.
Since the initial offer to have expired, a $200 store credit sounds like a reasonable solution. I'll do my best to ensure your request is heard and considered fairly.

Please keep in mind that while I can't guarantee a specific outcome, I'm committed to helping you find a resolution.

Best Regards,

Brandon.

[Spaced_Out13]

Thank you, Brandon.

You have my permission to do what you feel is necessary to see this issue resolved. 

I fear that if your only recourse is to send it back to the google store team then nothing will be done as they have, forgive my frankness, proven to me quite incompetent in handling this issue.

I apologize for the length of this post but I feel if I recap my experience so far maybe you can get it to the appropriate level of leadership that action can be taken.

Even after all this I am just trying to purchase new security equipment, treating a customer in this way is not good business.

Thank you for your time and help!

On 4/2 I received an email reminding me of the termination of the nest secure and all its support and offering me a redemption of a discounted ADT system or $200 off a product in the google store. In this email there were instructions on how to redeem and a deadline of 5/7.

On 5/2 I decided to take the $200 store offer and following the instructions given to me by google and reached out via the chat option provided. The customer service associate, Sharon, did not know how to help and ended the call without providing any assistance.

On 5/3 I jumped through several different associates, Olivia and Alex, giving access to my Nest account to validate my email and ownership of the Nest Secure I was then told I would be emailed my requested information. Instead I received an email stating that google provided me with a code that had already been redeemed and they would do nothing to rectify the situation.

On 5/5 I called in, spoke to Sandy, stating that I never received an active code and asked for escalation because I did not feel it was right that google provided me a invalid code and was refusing to right their mistake. I asked for the associate to validate that I had no record of any previous tickets reaching out and activating my code which they confirmed I did not as my first contact on file was from 5/2. They promised I would receive a call from a manager within 48 hours. I reiterated my concern on this call and then sent a follow up email stressing the need for urgency because I had a feeling, which proved accurate, that I would receive no help and then I would be turned away with the excuse that the promotion was expired. This is exactly what happened.

On 5/6 an Aya reaches out to me via email and says she is going to assist me with redeeming my coupon. I replied and asked what information does she need from me to complete this. I did not receive a response so I reached out again on 5/7, I spoke to Anne via chat first and then I called in and spoke to Rein stating that no manager had reached out only this Aya and I asked for assistance. I was given the same line about there is nothing they can do and a manager would reach out within 48 hours. I stressed my concern about the deadline on the phone with the individual named Rein. He promised the date would not be a factor and told me to wait for a manager to reach out.

On 5/8 store support emailed me asking for my serial number and email, which I provided.

On 5/9 I get an email from Rose saying that they will not help and to keep waiting for a manager to reach out.

On 5/13 I still had received no follow up. I initiated a chat with Robbin and asked for a manager. I was refused and my chat was terminated. I then wrote this original post and replied to each email chain that I had on going with this issue asking for help.

On 5/14 Katie emails me, she says she is finally the supervisor reaching out 336 hours past the promised follow up time, she states that google gave me a code that was already redeemed and it was now past the expiration date so she will not help me.

I was pretty upset at this time so I took a few days to cool down before responding on 5/18 making my case. That I followed all instructions given to me by google, I reached out during the time line asked of me, I complied with all requests for information and granting account access. It is not my fault that the customer service team was not trained on how to help, it is not my fault that google provided me with a bad code, and it was not my fault that it took 9 days for a manager to respond to my escalation requests. I asked for reasonable compromise of a $200 store credit.

On 5/19 she responded and said no and she stated that if it were possible she would help me. But I guess I am to believe one of the richest and most technologically advance companies in the world is not capable of issuing a store credit for customer satisfaction to resolve an outstanding issued caused by poor customer service? I responded that if she is unable to help as she claims then escalate it to the manager that can.

On 5/20 I received an email from Saasha, they claim to be part of the Google Hardware Support team, they also claim to be the highest level of support. This is confusing as they do not claim to be a manager of any sort so how are they the highest level that can resolve customer issues? Saasha just repeated the same thing. We gave you a code that was bad, past deadline, wont help ect.

That brings us up to date.

[pereztzum]

Hi @Spaced_Out13,

Thank you for taking the time to provide all this information. It will be very helpful for our team to understand your request. To ensure we can best address your inquiry, I'm sending you a secure form where you can provide all the necessary details and also for a better communication we are going to be contacting you via email, please fill out all the information required

Here's the contact us form

Once you've completed the form, please let me know. For me to continue with the follow up. This will allow us to investigate the issue further and find a solution.

Best regards,

Brandon.

[Spaced_Out13]

I completed the requested form Brandon @pereztzum .

Thanks again for helping!

Please let me know if you need anything else.

[fj09]

I am having the same issue. Please advise on the resolution. Thanks!

[pereztzum]

Hi @fj09,

That sounds frustrating!

I'd be happy to help! To diagnose better and recommend a resolution, I'll need some more information.

Can you tell me a little more about the specific issue you're encountering?

The more details you provide, the easier it will be to pinpoint the cause.

In the meantime, are there any case numbers you can provide me to check?

Let's work together to get this resolved!

Best Regards,

Brandon.

[fj09]

Thank you for your assistance. This is what I have. I also contacted Google advisor on 5/16 but do not have a case number. [5-8141000036284] Your Google Support Inquiry: Case ID. I appreciate your help. Thanks! 

[pereztzum]

Hi @fj09,

I apologize for the trouble you're experiencing.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details  and also please fill out all the information required.

Here's the contact us form

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards,

Brandon

[fj09]

I completed the requested form. Thank you in advance. 

[MovingForward99]

I  am a long time nest customer and would like to obtain the store credit in order to purchase the nest connect.  Due to extenuating circumstances, I read unable to redeem the offer. I  am hoping that Google can still provide the credit or a nest connect as we purchase this item due to its Nest capability. I tried to reach someone by chat but was unable to do so. After reading the multiple concerns regarding the call center, I thought it best to try to reach a Google representative through the community forum. Please help. Thank you. 

[pereztzum]

Hi @MovingForward99,

I understand you're having some trouble redeeming your Nest Secure $200 promotion and would like to get help obtaining the store credit for a Nest Connect. I appreciate you being a long-time Nest customer.

Unfortunately, this particular promotion required users to contact us by May 7th, 2024 to claim the store credit. Since we weren't able to connect before that date, the promotion itself is no longer valid.

However, I can definitely see what other options might be available to help you, just in case you had contacted us by May 7th, 2024

I apologize for the inconvenience this may cause, and I'm happy to see if there's anything else I can do to assist you.

Best Regards,

Brandon.

[MovingForward99]

Thank you, Brandon. What other options are available as I would like to continue to get the full capabilities from the product? 

Thank you. 

[pereztzum]

Hi @Spaced_Out13,

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details  and also please fill out all the information required.

Here's the contact us form

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards,

Brandon

[MovingForward99]

Thank you. The form has been completed. I look forward to a reply. 

Thank you. 

[smaster553]

Google employees are thieves., They send a code that does not work, and now after repeated attempts they say code expired. I have opened a case again and the lady did not allow me to talk to a supervisor. They love to steal from people and thats how Sundar Pinchai got his millions. Make products, allow people to buy them and then pull them, and say a $200 code that does not work.

Crazy but thats true