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Google Support is not responding on product return ticket and keep dragging

chiusw2003
Community Member

I was promised by Google Support for a product replacement due to product defect, but after I sent the product back to the Google, it seems that it is stuck with customs.

 

I have created a ticket (6-2520000033135) for this, so they can work with customs to retrieve the parcel but unfortunately Google support decided to not responding and keep dragging (22 days until now but still no updates).  Is that Google's new strategy on resolving customers' issue? Or it's an effort hoping customers to give up on the product replacement?

 

This is really surprising to me that a company of Google scale is handling product return in this manner. Honestly I am kind of giving up on this, but just to share here to see if anyone if facing the same issue.

3 REPLIES 3

Muddi
Community Specialist
Community Specialist

Hey chiusw2003,

 

We apologies if it's taking too long for us to update you. Upon checking, the case is being handled by our higher tier. I already made a follow up, and will keep this thread open until your issue has been resolve.

 

Cheers,

Muddi

Princesss
Community Specialist
Community Specialist

Hi chiusw2003,

 

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest speakers and the community would gladly help.
 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi there,

 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Best,

Princess