I logged a fault over 6 weeks ago for a faulty doorbell. After several hours of troubleshooting it was deemed faulty. Google intiated the RMA process explaining that i must return the faulty item within 14 days. The details in the RMA form were incorrect. I chatted with support and asked them to change the address, they then suggested i use the quick replacement method where i could have a new doorbell sent out imidiately but a hold would be put on my credit card for $329.00 AUD and would be refunded when the faulty doorbell arrived with in 21 days to the repair place quoted in the rma. Anyway, durring the following 3 weeks, twice i recieved emails saying the item had not arrived. Each time i checked the traking it was in transit, for the first 2 weeks but had arrived before the 21 days. I took a screen shot and replied to both emails with screenshots. Finally i recieved an email saying they had debted my account for the $329. I rang support and provided the tracking details etc. of the faulty doorbell and support said it was my fault as i did not send it with in the 14 days. I showed the client services officer that i had 21 days and i showed him the tracking information showing that it had arrived. He continued to be quite rude and i believe he hung up but he did call back several minutes latter. I showed him the emails showing the tracking and he replied with 'these are not montored emails addresses to which i said it does not say that anywhere in the email. I explained that i had spent many hours troubleshooting this issue and had also spent considerable time trying to follow google rma process. I had not been able to resolve the issue over the phone and explained it is very late and i would appreciate an email update.....i have not recieved anything. I tried to log a chat support request through the facebook option and the chat basically said it was not part of their issue but it has been escalated......it has serously been 6 weeks and the worlds top tech company can not handle a simple RMA process. Very disapointing!!!!! If support read this, please make an effort and look at your processes. Apple are very good at dealing with issues, both my sons use Apple and they continuely say 'it just works' , if you walk into an apple shop, they help you out and you leave with a solution then and there. I can holnestly say, i have not enjoyed this service with any of googles products and would move to apple if i hadn't been so invested in google with respect to hardware and time. Google home devices struggle to work through CGNAT, it can't be that hard!! You get the impression, google bang stuff together and sell the google brand but don't do any real testing of devices. Then they just shut the offering down. With all the talk about AI, i think google is falling behind the market quickly and apple haven't even thrown there hat in the AI game yet. Google support are not comptent at there jobs and do not take ownership of issues...i guess they have become to big to care and don't know what the left hand is doing or how the right hand should do it. tkt 2-1321000036032 and 7-9214000036171 and i'm sure there are more but i have lost track.
