Terrible service from Google regarding my nest hub and doorbell showing "camera feed is unavailable"

[bjani]

Hi,

I am horrified to see the poor level of service I have received from Google. I have purchased multiple Google Nest and Google Home products from smart thermostat to doorbell to nest hubs.

I originally had a problem with my nest doorbell battery that wouldn't work with the wire terminal which to speaking with a lady at Google support after several hours on the phone noticed that this was a faulty doorbell to which she did send a new replacement that now works.

The next and current issue was regarding my nest hub not showing the camera feed when someone rings on my doorbell. I had taken up a Nest Aware trial subscription to test the support provided with my Doorbell with things like visitor annoucements and 90-day playback history. I had contact nest support again and after spending nearly 2 months on this issue I have an open case that still has provided no fix to my issue.

When I spoke to the nest support agent she had tried some troubleshooting tests and after a few tests it stopped working again. She had escalated this to her supervisor who told me that I would be compensated for all my troubles with Google. He poorly offered me a Google Play credit which had no value to me. He stated that he would get approval for a free year nest aware subscription and ensure that I could get my nest hub replaced as it was still under warranty. I was then passed onto a 2nd line support engineer who was providing me with the same troubleshooting steps as the first agent I had spoken too. Still I kindly provided all the answers to the questions provided. I have noticed since my nest aware trial expired my nest hub is now displaying the camera feed anytime someone rings the doorbell, though I was promised by multiple support agents that they will escalate the complaint and still got nothing from Google. I have to constantly call and ring up Google referring to my existing Case ID and I am just shocked that I have received such terrible support.

I would say to others that if you are looking for a trustworthy product do not go to Google because the products are beginning to be as bad as the customer service!

Case ID:  0-3826000033643

[Muddi]

Hey bjani,

Thanks for bringing this up, and I'm sorry you had such an unpleasant experience with our customer support. Upon checking, your case is now being reviewed by the team. I'll make sure to monitor the progress of the case, and will keep the thread open until we get a resolution.

I'll make sure to get back on this thread once I have more information to share.

Cheers,
Muddi

[bjani]

Hello Muddi,

How long does this case take to review? Everytime I've asked for an update or to speak to a manager I've just been given ridiculous emails by just apologising for the delay in responses but I'm seeing nothing happen. I would expect someone to contact me regarding this complaint and honestly just feel totally shocked at the poor level of service from Google. Could you please let me know when I will get a response back?

Regards,

Biren

[Muddi]

Hey bjani,

We apologize for the inconvenience. We send you an email and one of our team is waiting for your response. Please check your inbox to confirm if you have received it.

Cheers,

Muddi

[bjani]

Hi Muddi,

I have received an email from your customer care team. They are reviewing my case and that's all I've gotten from these lousy emails. I would like to state that this reviewing stage is taking ages and all I'm getting is my case beingl passed from team to team. Its taking a very long time and this is just completely ridiculous, the waiting and the difficulty speaking with someone and getting a resolution. Please can you chase and ensure this case is prioritised.

Regards,

Biren

[Muddi]

Hey folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Cheers,

Muddi 

[Steve_M]

Ever since Google took over Nest the service has been going down hill. I refuse to buy any more of their Products.  My cameras are very unreliable, often they show as offline.  I have associated Google = Death to any Company they consume.

[Muddi]

Hey bjani,

Please note that your case is being handled by one of our supervisors. I already follow up with the team and rest assured that I'll monitor the case to make sure that someone is on it. I'll leave the thread open so we can also update you here.

@Steve_M: We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

Cheers,
Muddi

[Muddi]

Hi bjani,

A quick update. Your case has been forwarded to our Product Specialist team. They are just checking some additional information and you should receive another email again soon. I'll still monitor the case and update the thread for more information.

Cheers,

Muddi

[Muddi]

Hey bjani,

We sent you an email and one of our team is waiting for your response. Please check your inbox and let us know if you are able to send feedback as instructed on email.

Cheers,

Muddi

[Muddi]

Hi bjani,

I just wanted to follow up on this. One of our team is still waiting for your response on email.

Cheers,

Muddi

[EW2]

From 4 weeks ago!!😡

[Muddi]

Hey EW2,

Thanks for reaching out, and sorry if you feel that way. Can you tell us more about your concern so I can help you properly. You can also provide the case ID if you've contacted us via phone/chat, so I can further check what happened.

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hey bjani,

Perfect! I'm happy to know that the issue is now resolved. Your feedback is highly appreciated and this will help us to make our product and services even better. Should you have additional concerns or questions about your device, please do not hesitate to update the thread.

@EW2: I just wanted to check if you still need help with your device.

Cheers,

Muddi

[Muddi]

Hey EW2,

We haven’t heard back, so I'll be locking this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

[bjani]

Hi Muddi,

I followed through the instructions. For some very strange reason after I had cancelled my nest aware subscription after the trial and then purchased it less than a month ago my hub is now working as expected. I also sent the feedback as discussed by your engineers. I really don't know what has happened in the back end but it seems to be resolved now.

I am still really disappointed in the service and delays having to go through this all via email and waiting a long time for responses. I was told from various different people I have spoken to when I've had a chance that they would escalate my complaint and would provide compensation for all my troubles. Yet as always I've heard nothing from Google other than sending feedback and doing some troubleshooting steps.

Please could you escalate this matter.

Regards,

Biren

[EW2]

I agree! Their customer service sucks!