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 refund or replacement speaker). I have wasted about 15 hours of my life trying to resolve this simple issue over the past five 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, 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.
I sent in a 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 your 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 chatted with a Google team member online for an hour again on the 4th of June and could not tell me why it’s been cancelled, or give me any other information. They said they escalated this and that someone will get back to me within “24 to 48 hours”. The escalated Case ID is 5-7811000036639.
I did not hear back within 24 – 48 hours (as promised multiple times).
I am (AGAIN) asking that this complaint be escalated to management. I'm outraged by the ridiculous nature of this horrendous customer service experience, which has now dragged on for 4 months.
I since received an email from Google asking me for my name, address and phone number and telling me about return options (e.g. sending the speaker back, etc – WHICH I ALREADY DID MONTHS AGO). have responded to this and emailed several times requesting an update, but have received no response.
THIS IS RIDICULOUS.
I chatted again with Google online on 19th of June. Google representative named Tan could not give me any information. Tan advised me they had escalated to the appropriate team again and assured me AGAIN I’d be contacted within 24 – 48 hours. I was also told that no supervisor was working that I could speak with, and they couldn’t give me the name of a supervisor. New CASE ID 7-0375000036309.
I also sent through another complaint via the link provided in the chat – which I’ve done several times now and received no response.
I have received an email regarding the replacement, but it's asking me to enter my credit card information for the value of the faulty speaker. This is not correct or what I was promised. I've also not been informed as to why the previous replacement initiated months ago was cancelled by Google.
As per the below email excerpt from Google (dated 20th April 2024), I was advised that once Google received my speaker (which I sent back in April), I would receive a credit to my Google account. I don't mind whether I receive the credit or a replacement speaker.
I have since sent multiple emails (all unanswered), chatted online numerous times, and spoken over the phone requesting an update or some information, but not a single representative has been able to help or respond to my queries. I have also asked several times to speak with a supervisor, but this request is refused every time.
I again spoke with the Google Nest team on the phone on 23rd July 2024 at 8:20am and was told it had been escalated and I would receive a call back in 2-3 hours with a resolution/information regarding the refund into my Google account. I did not receive a call (of course).
I again spoke with the Nest team on the phone today 25th July 2024 for 1 hour and 7 minutes. They couldn’t help me, gave me no information, and once again refused to let me speak with a supervisor or manager. They told me they had escalated it (again) and I was told (again) that I would receive an email from the team responsible for handling the case. No email has been received (of course).
Google keep creating new RMA and case numbers regarding this, and nobody can keep track or tell me why or what’s happening.
I’ve now been dealing with this issue for FIVE MONTHS. They have stolen from me by making me send back my speaker and not replacing it or refunding me.
Worst customer service experience of my life.
