I cannot find any information anywhere about how I can raise a formal complaint.
Re: Complaint for escalation regarding Google replacement product process (faulty speaker)
Replacement ID: RMA31244276
Case Number: 9-3184000035299
My nest speaker stopped working and I have been liaising with Google about this issue since the
27th of February 2024 (yet I still don't have a replacement speaker). I have wasted hours upon hours of my time on this, for several months.
Firstly, I spoke with Google online and then on a lengthy phone call where Google asked for camera access on my phone and got me to show me performing a series of steps.
Then, Google asked me to send a video unplugging, plugging back in and recording the light sequence, which I did.
Then Google asked for photos of the back of the speaker, which I sent.
Then Google asked for a photo of the speaker with the model serial number written on a piece of paper beside it, which I sent.
I had already provided the serial number several times prior to this, including showing it while on the phone and while Google had access to my camera. I also wrote it down as requested, and recorded that with the requested video of the nest.
Then Google asked me for yet another video, this time with the case number written beside the speaker, which I sent.
I did all of the above, as requested.
I then waited for over a month and had no update.
After I followed it up (again), Google said they would send me a replacement AFTER I send back the faulty speaker.
The company they organised to pick it up asked me to fill out, sign and print SEVEN forms, pack up the speaker in a box similar to what it came in, and make sure I'm home during business hours for them to pick it up.
I followed all of these instructions and even took the morning off work to have it picked up by the courier on the 26th of April 2024 (which came with it's own set of issues and headaches).
I sent Google an email complaint on the 23rd of April 2024 regarding this outrageous process and never heard anything back.
I sent an email following up on the 7th of May 2024 - asking for an update on the replacement speaker, and received no reply.
I waited (again) until today 4th June 2024 and followed it up again, only to find out that the replacement has been “cancelled” (by me, according to their system). What???
Why has my replacement speaker been cancelled after all these months and doing every single thing asked of me? This is ridiculous and unacceptable.
I’ve been chatting with a Google team member online for an hour today and they cannot tell me why it’s been cancelled, or give me any other information. They now say they’ve escalated this and that someone will get back to me within “24 to 48 hours”. The escalated Case ID is 5-7811000036639.
I highly doubt I will receive any response or reason for the cancellation, and will once again have to follow this up myself.
I am (AGAIN) asking that this complaint be escalated to management. I'm in disbelief by the ridiculous nature of this horrendous customer service experience, which has now dragged on for over 3 months.
