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Google Customer Support Trolled Me

As an avid Google user, the Home was such a great addition. I really saw potential in it. Until had to deal with their customer support. All I wanted to do was find a song I favorited that my Google Home played. Instead I got trolled.

Full transcript:

Nikka
5:30 PM
Thanks for contacting us! My name is Nikka. I’m happy to answer any questions you have about Google Home.
Nikka
5:30 PM
Hi.
vlad kraven
5:31 PM
Hi, thanks for your time!
vlad kraven
5:31 PM
quick question
Nikka
5:31 PM
Am I chatting with Vlad today?
vlad kraven
5:31 PM
yes, Vlad here
vlad kraven
5:31 PM
I have Google home, and when I play a station, I tell it to add to my favorites
Nikka
5:31 PM
No worries, Vlad. I’m happy to assist you.
vlad kraven
5:31 PM
she does, but where can I access them?
Nikka
5:32 PM
This is for which music provider, if I may ask?
vlad kraven
5:32 PM
youtube red
Nikka
5:33 PM
I see. I actually had a similar issue before.
Nikka
5:34 PM
We did some testing on our end and we arrived at a conclusion that Google Home does not support playing music using the Favorites List, as of now.
vlad kraven
5:34 PM
I’m actually trying to do the opposite, sorry I was unclear
Nikka
5:35 PM
Music can be streamed using the main playlist on YouTube.
vlad kraven
5:35 PM
if I’m listening to a radio station on Google Home
vlad kraven
5:35 PM
and I hear a song I like
vlad kraven
5:35 PM
I tell the Home device to add to favorites
vlad kraven
5:35 PM
she confirms that she did
vlad kraven
5:35 PM
but then I don’t know where to access those favorites
vlad kraven
5:35 PM
so I’m trying to get to my favorites from the Home device, not the other way around
Nikka
5:36 PM
That’s exactly the issue which my previous customer had.
Nikka
5:36 PM
We also double checked with a YouTube specialist on how to do this, and we were informed the same thing.
vlad kraven
5:37 PM
sorry, can you repeat what you were informed?
Nikka
5:38 PM
As per YouTube, music can be streamed using the main playlist on YouTube.
Nikka
5:39 PM
Google Home does not support playing music using the Favorites List, as of now.
Nikka
5:41 PM
We are still trying our best to look for a workaround so we can help you regarding this issue.
vlad kraven
5:42 PM
but am I able to access what she saved into favorites? From Home or Youtube app?
vlad kraven
5:42 PM
even though she can’t play it?
Nikka
5:43 PM
Yes, you can do that if you stream the music content using the app however, since it’s not among the supported features of Google Home it will not be easily read by the device.
vlad kraven
5:44 PM
My apologies, I’m still not following. Let’s break this down so that we’re on the same page.
vlad kraven
5:44 PM
Let’s say I’m sitting on my couch and I say, “Hey Google, play some music” she says alright and plays a random playlist
Nikka
5:44 PM
Okay.
vlad kraven
5:45 PM
five minutes later I hear a song I like, and I said, “Hey Google, add to favorites”
vlad kraven
5:45 PM
she says “alright, added to favorites”
vlad kraven
5:45 PM
where is this favorites? It’s not in my youtube account
vlad kraven
5:45 PM
or app
vlad kraven
5:45 PM
where does the Home actually save it after she says “alright, added to favorites”
vlad kraven
5:45 PM
?
Nikka
5:46 PM
That’s among the information that we are currently investigating regarding this issue.
vlad kraven
5:46 PM
so you’re saying you don’t know?
Nikka
5:49 PM
What I was driving at is that, we are certain that this isn’t supported as of now however, since we want to help you more on how to play from the Favorites List in the future, the team is trying to look further into this issue and look for the best workaround for our customers like you.
Nikka
5:49 PM
What you can try to do for now, is to add your favorite songs to a playlist and name it a unique title.
Nikka
5:50 PM
The Favorites List is like a sub-playlist which Google Home is not able to read clearly, as of now.
Nikka
5:50 PM
Currently, Google Home can read the main playlists on YouTube.
vlad kraven
5:51 PM
The reason I’m asking is because I was trying to save a few songs that I liked, but never heard before
vlad kraven
5:51 PM
I don’t know what they are
vlad kraven
5:52 PM
can I access this sub playlist through another device to see what those songs I requested to save are?
vlad kraven
5:52 PM
I’m not trying to build a playlist, I want to see what the songs were
Nikka
5:52 PM
I understand where you’re coming from, Vlad.
Nikka
5:53 PM
No worries, we are also trying to help you get the right information as to why this is the case with the Favorites List.
Nikka
5:55 PM
May I ask if you’re able to see the Favorites List using your YouTube account?
vlad kraven
5:55 PM
yes, I see an old favorites list
vlad kraven
5:55 PM
but none of those songs
vlad kraven
5:56 PM
that’s why i’m asking, how can I access that favorites list. From my computer, or youtube app. I don’t need to access it from Home
Nikka
5:58 PM
Do you have a subscription with YouTube Red, if I may ask?
vlad kraven
5:58 PM
yes
Nikka
5:58 PM
Alright, to walk you through navigating the YouTube account, it would be best that I let you speak with a YouTube specialist.
Nikka
5:59 PM
Is there anything else that I can assist with before I transfer you to a YouTube expert?
vlad kraven
5:59 PM
Yes. Will they be able to help me track down favorites added by google Home (Assistant) to youtube?
vlad kraven
6:00 PM
I just wasted 15 minutes having not my question answered only to be transferred
Nikka
6:00 PM
I’m sorry to hear that.
vlad kraven
6:00 PM
yes or no, is it possible to track down a saved song?
vlad kraven
6:00 PM
if no, that’s okay, I just want to know yes or no
Nikka
6:01 PM
I believe yes however, it’s best to consult a YouTube expert for navigating their accounts.
vlad kraven
6:02 PM
okay, as long as they don’t send me back here saying that all google home questions must be asked with google home support
Nikka
6:03 PM
Kindly stay on the line. Thanks, Vlad.
Roy
6:07 PM
Hi! This is Roy with the YouTube Support Team. I’m reading over your request now.
Nikka
6:08 PM
Hi Roy.
Nikka
6:08 PM
I have Vlad here.
Nikka
6:08 PM
Vlad needs assistance to track down a song he saved on his Favorites List.
Previously, customer was informed that Google Home does not support playing music from his Favorites List (as of now) and was advised that he can play/cast YouTube music directly from his YouTube account instead from the Home app.
Kindly assist.
Roy
6:10 PM
Hi Vlad. Please give me a few minutes so that I can go through the previous interaction.
vlad kraven
6:11 PM
no problem. Thank you
Roy
6:13 PM
Vlad, as you are unable to play music on your Google Home device, I will forward the issue to the Google Home team so that they can help you better.
vlad kraven
6:13 PM
NO!
vlad kraven
6:14 PM
this has nothing to do with not playing music
vlad kraven
6:14 PM
the music works fine
vlad kraven
6:14 PM
are you guys trolling?
Roy
6:15 PM
From what you mentioned, I understand that you you are unable to play music from your Favorites List on the Google Home device.
vlad kraven
6:15 PM
that’s not at all the issue
vlad kraven
6:16 PM
so I’m listening to a playlist on Google home
vlad kraven
6:16 PM
and a song comes on that I like, but don’t know
vlad kraven
6:16 PM
I tell Google Home, “Hey Google, add to favorites”
vlad kraven
6:16 PM
she says “alright, added to favorites”
vlad kraven
6:16 PM
but then, it’s not anywhere in favorites
vlad kraven
6:16 PM
not on youtube red, not in google home
vlad kraven
6:17 PM
the Google Home person says it’s a youtube issue
vlad kraven
6:17 PM
my last words to Nikka @ Google Home were, “Don’t transfer me to youtube support if they’re gonna trasnfer me right back”
vlad kraven
6:17 PM
#trolledbygoogle
Roy
6:19 PM
Vlad, I am a YouTube Paid content specialist and we don’t deal with Google Home device issues.
vlad kraven
6:19 PM
I’ll simplify the question – if I tell Google Assistant, playing a youtube playlist, to save a song I like, does she save it on Youtube, and where?
Roy
6:22 PM
I am sorry for all the hassle caused but being a paid content specialist I won’t be able to help you with Google Home device issues.
vlad kraven
6:22 PM
but I’m using Youtube Red to play the music, is this a youtube issue or a home issue?
Roy
6:22 PM
I will route the issue to the Google Home and they will get in touch with you via. email in the next 24 hours.
vlad kraven
6:22 PM
can you transfer back to Home chat please and explain to them directly?
vlad kraven
6:23 PM
they transferred to you, just transfer me back
Roy
6:23 PM
It’s an issue with Google Home. If there were any issues with YouTube Red features, I’d have been glad to help.
vlad kraven
6:23 PM
and explain to them that they made a mistake
vlad kraven
6:23 PM
you see the chat record of them telling me it’s a youtube issue, right?
Roy
6:24 PM
Correct.
vlad kraven
6:24 PM
5:58 pm
vlad kraven
6:24 PM
so please, transfer me back to them
vlad kraven
6:24 PM
and explain that they shouldn’t forward any google home questions to you
vlad kraven
6:25 PM
if you don’t close the loop, they’ll bounce me right back to youtube support
Roy
6:26 PM
We don’t have the option to contact them via chat but yes I will mention my comments so that they can help you when they contact you via. email.
vlad kraven
6:26 PM
but you do, because they just transferred me to you
Roy
6:26 PM
They have the access but we don’t.
Roy
6:27 PM
We can only contact them via. email.
vlad kraven
6:27 PM
this is textbook awful customer support. The internets shall hear of this.
Roy
6:29 PM
Vlad, I am really sorry about this. I really wish I could help you but I really hope you understand my limitation on this issue.
Roy
6:31 PM
That said, I will let the Google Home team know about this when I route the issue to them.
Roy
6:35 PM
Hi, are you still there?
vlad kraven
6:36 PM
yes
Roy
6:36 PM
I have routed the issue to the Google Home team with all the information provided and the Google Home team will get back to you in the next 24 hours via. email.
Roy
6:37 PM
Is there anything else apart from this that I can help you with?
vlad kraven
6:38 PM
can you please copy me on the email, or forward it to me? So I have some record of a claim?
Roy
6:39 PM
The team will contact you via. email as we have routed the issue to them. I have mentioned in my case notes about your issue.
vlad kraven
6:39 PM
Is there a confirmation or place I can follow up on 24 hours?
Roy
6:41 PM
They will contact you in the next 24 hours.
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