Warranty Process

[stephen512]

I have been waiting on the replacement process for a defective Nest Audio speaker.  (It doesn't power on anymore, and is less than 3 months old.)  I cannot get anyone to actually replace the speaker.  I continue to get apologies from the representative, and they continue to say that they are waiting on some specialist to approve the replacement.  I'm going on 5 days with no resolution from Google.  Is this the normal process?  It's highly inefficient, and no one can explain what they are waiting for.   Super frustrating.

[Muddi]

Hey stephen512,

Thanks for bringing this up, and sorry to hear about your experience. Upon reviewing your case, it was forwarded to our Product Team. I already made a follow-up and I'll ensure to keep an eye on it. Please hang in there — I'll loop back in as soon as I have additional information to share.

Cheers,

Muddi

[Jake]

 Hey stephen512,

I wanted to check in and see if you are still in need of any help? Please let me know if you are having any trouble hearing from our Team, as I would be happy to assist and review.

Best regards,
Jake

[stephen512]

Thanks for the follow up. After 4 days of following up, I finally got a response on Day 5.  Very bad experience with the warranty process.  It should not have taken that long to get definitive actions from Customer Care.  Seems like there is one person who "approves" the warranty process and that person was slow to respond.  This should have been a binary thing... I tell them that my speaker stopped working, they send me a new one while I send back the bad one.  I own 13 google devices in my home, all great, but the warranty process will have me rethinking buying more devices from Google in the future.  I expected more from Google.

Stephen

[Jake]

Hey stephen512,

I am truly sorry for the delay with our Team, and the process you have gone through. Having a defective device is never ideal, and waiting a few days for a reply can be frustrating. I will be sure to provide your feedback to the team, in hoping they review the process, and things improve. Please let me know if you run into any further delays, as I would be happy to assist. 

Best regards,

Jake

[Jake]

Hey stephen512,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake