Google Nest Wifi - Home Wi-Fi System - Wi-Fi Extender - Mesh Router for Wireless Internet - 2 Pack (Open Box)

Just an FYI for anyone considering purchasing Google Nest Wifi. I understand COVID-19 and people working from home. However, I think most Wifi Support Specialist already work from home. So when I submit a support ticket about my Google Nest Wifi dropping all my LAN connections at once several times a week, first they tell me it's the dash in my network name (SSID). Well, I've been using that same name for years with my previous two routers with no problems. Actually, the only thing that has changed is replacing my old Linksys Velop mesh routers with new Google Nest Wifi routers...period. So I got a bad one out of the two. I mean bad hardware, so it can't be fixed with programming. They have to open it up and fix the parts inside. I had ordered a 2-Pack of Google Nest Wifi routers (not just a Router and a Point like the one sold on the Google Store). So both of them could be used as a Router or an Access Point. I purchased them on June 13th, 2020, and installed it on June 15th, 2020...the day I received them. I noticed the problem the first week I received them but didn't realize it was a problem with the router until later. Support was aware the problem was with the first router/node I set up because they had me swap them and use the other router/node about five weeks into troubleshooting for a couple of days with no problems, and then swap them back. I was asked, "So why not leave the one that does not work as a router as the point and use the other one as the router?". Simple! Because I paid full price for two routers that are supposed to do both jobs. If I had purchased them separately, I would have paid the same price. Would I have been expected to keep a router that only worked as an access point then? Example: Buy 2 new cars. The AC doesn't work in one of them, so why don't you just drive the other one during the hot months? I submitted my first support ticket on June 28th, 2020. Also, I kept asking Google Wifi Support if I should just ask Amazon for a replacement or refund. The answer was always "no, if you send it back to Amazon, then they send it back to us, and we haven't finished troubleshooting it, we will send it back to you". So I missed my refund/exchange date of July 14th, 2020 with Amazon. Now, finally, after chatting with over 20 Google Wifi Support Specialist, about 10 ticket numbers (one of which I was told was created and escalated to Tier 2 out 3 tiers of support, never got created) and over two months later...after a supervisor got involved...I got an email asking for all my information to process a replacement. I replied to the email exactly as instructed and provided all the information as requested. After four days and not hearing anything, I contacted Google Wifi Support again to find out about the status. Guess what? It had not even been processed and I had gotten put in a chat session with a Google Support Specialist I had chatted with and spoken with on the phone about two weeks before. She remembered me. So she sent me another email requesting all the information again. So I replied to her new email, copied and pasted everything from the first email where I had replied before into the new email she sent, attached the photo of the bottom of my router as requested, and attached a copy of my invoice from Amazon as requested, and clicked Send. Now I am awaiting an email where I will be billed on my Google Pay account while they ship me a replacement, and I will be credited back when they receive the bad router from me. This is called Advanced Shipment. There's also Standard Shipment where I can ship my bad router to them and wait (and hope) for them to ship a replacement router to me at no charge. But since I don't know what I will get from them at this point, I decided to go with the Advanced Shipment, and if it isn't the same product or doesn't work, I can send it back until they get it right. UPDATE: AUGUST 19, 2020... On July 26, I sent information to process replacement first time. On July 31, After sending in all the information the second time and waiting while the support specialist received said she received my email and processed my replacement, I never got anything else...no emails, no RMA, no order information, nothing. I contacted support a week later. That specialist contacted the one that said she had processed it. Again, I was told I would receive an email with an update. I waited again and received nothing. On August 17, at 11:00PM EST, I chatted with them again. I was told again that I would receive an email from her within 24 hours. On August 18, I chatted with them again at 10:20PM EST. I told them the person that I spoke with the night before told me I would receive an email within 24 hours and there was only 40 minutes left. GUESS WHAT! SHE HAD TO PROCESS MY REPLACEMENT ORDER AGAIN! THE SERIAL NUMBER OF MY BAD ROUTER WAS NOT IN THIER SYSTEM BECAUSE IT WAS PURCHASED FROM AMAZON. SO IT TOOK HER A WHILE TO PROCESS THE ORDER! BUT IN END, IT FINALLY GOT AN EMAIL WITH AN RMA AND AN ORDER NUMBER! I HAD TO CHANGE THE DELIVERY ADDRESS BECAUSE THEY HAD THAT WRONG, BUT I HAD AN ORDER! A-M-A-Z-I-N-G! So, an uphill battle indeed... There is no follow-up on the support case IDs/tickets. You have to keep contacting them to find out what next step is, or what the status is of some information they asked for and you supplied them several days ago. Each time you get a different person that says "no worries" and promises they will help resolve your problem. You are asked to repeat troubleshooting steps you have already performed, and in my case, have nothing to do with the issue you are experiencing. I just happen to work in IT and know a lot about networks. Several days go by with nothing happening. You are asked to compromise. Nobody wants to step up and take responsibility for an issue that isn't typical and can't be fixed by what's already been seen and rehearsed. There are some "lemons" on the assembly line still today. I hope no one else has to go through this!