So all the the nastiness I hear about Google products and tech support came crashing down around my head of late. First, I own 6 Google Home devices and LOVE them all despite some of the quirks and the Google Play Services packet flooding issue that was/is driving people to go out and buy new routers and exchange Google devices to no fault of those devices. That's been fixed, thank goodness! But what's really got me in a tizzy is how I was treated by Google tech support when I called in about a "Broadcasting" snafu.
The way the GH Broadcasting feature works includes some commands that will be broadcast by your assistant's voice, not your own. Google even has a support page listing what you can broadcast in the assistant's voice, along with Delightful Sounds".
https://support.google.com/googlehome/answer/7531913?co=GENIE.Platform%3DAndroid&hl=en
Four out of four tech support people I chatted with and talked to had NO CLUE it worked this way. All told me it did not. The upper tier tech support that "Debbie" talked to on my behalf (Case ID [4-1757000020828] told me to "prove it. Prove what you're telling us you hear under these circumstances". Prove it??? They want ME to prove how THEIR product is supposed to work? In other words, they think I'm lying? I'm a liar?
I'm not but I'm also no longer a Google cheerleader!
Today, I called Google Corporate. Surely someone there will CARE what kind of buffoons are swimming in the Google tech pool (that needs drained and restocked with at least 6th grade educated people). No, there really wasn't anyone there that I could talk to or she could relay the message to. Asked if there was ANYone there that could listen to my concern and take action. "No, I'm sorry", she said, "the best place to get help is the Google Home product forum". Surely she didn't think I started at the top I explained to her that I've been on that forum for months and at a 6 star level and have earned at least 10 "Best Answers". I offer help and ask for help. I see no evidence that anyone there takes problems to a higher level. I also belong to the Reddit community (Everything Google Home) and have talked to them about this issue. I started with Google Chat and was told that's not the way Broadcasting works. Tried another chat person. They said the same thing. CALLED tech support. Debbie said the same thing. I convinced her she was wrong and asked to speak to a higher level tech support person. Apparently that's not an option but she talked to them to see if my problem was worthy of their, uh, "expertise". That's when the word came back that they needed PROOF that the feature actually was to work the way I was claiming it worked (sigh). Whatever happened to the days of "the customer is always right"?
What do I want? I want an apology. I want Google to step up their game and treat their customers with more respect. I want them to hire/train competent people with a good understanding of the product they are SUPPORTING. Is that too much to ask? I WANT GOOGLE TO BE THE COMPANY I THOUGHT THEY WERE! And while we're at it, I want my Fox News to work on my GH devices!!! Yet another issue they haven't been able to fix since last April!
Why am I posting this here? To spread the word!
The way the GH Broadcasting feature works includes some commands that will be broadcast by your assistant's voice, not your own. Google even has a support page listing what you can broadcast in the assistant's voice, along with Delightful Sounds".
https://support.google.com/googlehome/answer/7531913?co=GENIE.Platform%3DAndroid&hl=en
Four out of four tech support people I chatted with and talked to had NO CLUE it worked this way. All told me it did not. The upper tier tech support that "Debbie" talked to on my behalf (Case ID [4-1757000020828] told me to "prove it. Prove what you're telling us you hear under these circumstances". Prove it??? They want ME to prove how THEIR product is supposed to work? In other words, they think I'm lying? I'm a liar?
I'm not but I'm also no longer a Google cheerleader! Today, I called Google Corporate. Surely someone there will CARE what kind of buffoons are swimming in the Google tech pool (that needs drained and restocked with at least 6th grade educated people). No, there really wasn't anyone there that I could talk to or she could relay the message to. Asked if there was ANYone there that could listen to my concern and take action. "No, I'm sorry", she said, "the best place to get help is the Google Home product forum". Surely she didn't think I started at the top
I explained to her that I've been on that forum for months and at a 6 star level and have earned at least 10 "Best Answers". I offer help and ask for help. I see no evidence that anyone there takes problems to a higher level. I also belong to the Reddit community (Everything Google Home) and have talked to them about this issue. I started with Google Chat and was told that's not the way Broadcasting works. Tried another chat person. They said the same thing. CALLED tech support. Debbie said the same thing. I convinced her she was wrong and asked to speak to a higher level tech support person. Apparently that's not an option but she talked to them to see if my problem was worthy of their, uh, "expertise". That's when the word came back that they needed PROOF that the feature actually was to work the way I was claiming it worked (sigh). Whatever happened to the days of "the customer is always right"? What do I want? I want an apology. I want Google to step up their game and treat their customers with more respect. I want them to hire/train competent people with a good understanding of the product they are SUPPORTING. Is that too much to ask? I WANT GOOGLE TO BE THE COMPANY I THOUGHT THEY WERE! And while we're at it, I want my Fox News to work on my GH devices!!! Yet another issue they haven't been able to fix since last April!
Why am I posting this here? To spread the word!
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