Terrible Support

[scorcher24]

I got the Nest Speaker in February. From the moment I got it, it always lost connection with WiFi and Bluetooth every few hours. A reboot fixes it. I have first tried to resolve the issue myself. I have separated 2.4 and 5 Ghz WiFi from each other with different SSID, I have tried making sure it does not connect to my mesh, but the router directly, etc pp. Nothing helps.  No other device in my network has this issue. Not even my Phillips Robot. 

So begins my journey with Google Support. It is always the same. I have to jump through all the hoopsof troubleshooting, I am supposed to take videos of the issue, even though it is random etc. I have sent feedback with codes in the feedback description etc. 

Now they are just ghosting and gaslighting me, telling me someone will call back about my issue. No one ever calls back. What kind of business are you running here Google? At this point I am entitled to a refund according to German law, but neither Google Store Support nor your Nest Support are willing to give instructions on how to get a refund or at the very basic effing least, a replacement device. 

This is my last ditch effort of trying to reach someone who can actually resolve this loop I am stuck in.  Otherwise I will stop buying Google Products and turn to Apple. I am done and fed up with your support agents gaslighting me.  I have spent several thousand Euros on your store and you refuse to replace a faulty device for 100€ and lose a customer in the process.

[MplsCustomer]

@scorcher24 

Have you tried temporarily relocating your Nest speaker somewhere else in your home, just to determine whether or not it's a Wi-Fi signal strength issue at the speaker's current location?

(I'm just another Google Nest customer.)

[scorcher24]

Hi, I live in an apartment of 60m². My Fritzbox 7590 AX is sufficient for the whole apartment. I have full strength in every corner of my apartment.  The cut of the apartment is like a rectangle with an open floor plan.  My computer in the same room (bedroom) never loses WiFi, nor does my Pixel Tablet on the other end of the apartment, etc. 

[MplsCustomer]

@scorcher24 

If you have any case numbers, it might be worth posting them, in hopes that a Google Nest Community Specialist will step in here to get a resolution (a replacement speaker).

[ByronP]

Hi scorcher24,

Thank you for posting. I really appreciate the help, @MplsCustomer. I`m sorry that your device doesn`t work, and you tried to contact us, but the support couldn`t help either. But not to worry; let me check other options.

For your concern, if you already tried all the steps and they didn`t work, please fill out this form. Our specialist will reach out to you for further assistance on this issue.

Let me know once you`re done.

Regards,

Byron

[scorcher24]

I was in contact with someone and I thought there is finally movement in the issue, but once again, it is going in circles. They keep asking the same question, giving me the same runaround, opening new cases all the time etc. 

It is the same name of the Agent, but for some reason they cannot remember the information I have a few days ago. I have prooven that the issue even exists when using the hotspot on my phone and yet, they will not proceed with a refund or exchange.  I have been jumping through all the hoops, I have explained this issue more than ten times to agents. I have changed my home network, tried different frequencies, used my phone as WiFi access point, factory reset multiple times.  When is Google Support going to be satisfied and finally proceed? 

• 3-9066000035644
• 6-5141000036113
• 9-7226000036345

I am done. Not worth it anymore, I am just going to put it on Ebay and never touch anything Google again. When my phone/tablet are due for replacement, I am going to look elsewhere. And I will be voicing my user story with Google publicly of course.

[ByronP]

Hi scorcher24,

Thank you for posting. I'm sorry that the previous agent didn't assist. I'm happy to help. This could be frustrating

I got your case number. I will check about the cases and further investigate on this. Our specialist team will reach out to you for further assistance on this issue.

Regards,

Byron

[scorcher24]

You got to be kidding me. It is starting all over again. 

[ByronP]

Hi scorcher24,

Thank you for posting. I understand that this could be frustrating; however, we need to check all the information to fully investigate and further assist you with your concern.

Please keep me posted if any updates are coming.

Regards,

Byron

[scorcher24 · Accepted solution]

I've told support to close the tickets today, add we are going in circles and they want the same information over and over. They are also asking information Google has. Like the purchase date. 

I'm disappointed about the support received, but it's not worth it anymore.