topic Re: Formal Complaint in Nest Thermostats

Formal Complaint

cozzie121 — Fri, 15 Oct 2021 11:01:39 GMT

How do I got about filing a formal complaint, what is the process please? Our nest heat Link has stopped working, the customer service is absolutely disgraceful. We have not had heat for 3 days and waiting for a call back within 24-48hrs. Its now hour 36! After chasing, I'm told its being escalated and yet here we are, 24hrs later, still no heating due to a faulty part

We have had the same issue as most others, the heatlink unit has failed. Seems like a flawed item with a short shelf life. You can't get through to anyone who is able to help, our treatment has been disgusting. It's 8°c outside and waiting on a phone call is shocking. I want to make a formal complaint, what is the process please. The case number is 8-0336000032013

Re: Formal Complaint

Frustratedddd — Fri, 15 Oct 2021 11:09:54 GMT

Good luck making a complaint, as I can predict the words you will recieve from Google.

Nest are usually good, and believe you me currently I am not a fan of Google, but Nest is the original team, who are good.

The Heat Link is a nightmare if you have the Nest words on the button, I have had about 50 duff ones so far.

How old is your thermostat, and I assume your UK?

I would ring again, and ask to speak to a senior person, no luck ring again and again again!

Re: Formal Complaint

CristianC — Tue, 09 Nov 2021 13:06:33 GMT

Hey @cozzie121,

I'm sorry for the late reply. I checked your case and I noticed that our team contacted you and sent a replacement. Is everything ok with your replacement? Let me know if there's anything I can do to help.

Re: Formal Complaint

CristianC — Thu, 11 Nov 2021 13:14:12 GMT

Hello again. Just checking in. How's it going with your Heat Link?

Re: Formal Complaint

David5 — Thu, 25 Nov 2021 10:27:22 GMT

I got a problem with mine they are useless worst company I have ever felt with

Re: Formal Complaint

cozzie121 — Thu, 25 Nov 2021 16:45:13 GMT

Yes, its hilarious. It is partially resolved now, Google have done well in this regard but still waiting to see if they uphold their offer. Credit where its due. No-one will advertise what the complaints process is, I presume they would be terrified they are suddenly inundated. It's a bit hit or miss.

Re: Formal Complaint

Frustratedddd — Fri, 26 Nov 2021 12:26:33 GMT

Sadly since Google have been involved the support team have become very ignorant. Shame, as they are having their strings pulled by this selfish company.

You would have thought a company like Google would help customers, but just look at Trustpilot, I think that speaks volumes. I hope the owners are very proud of the reviews!

Re: Formal Complaint

AlexD — Fri, 10 Dec 2021 16:47:45 GMT

Hi @cozzie121 . I am happy to hear that things got set back on track. If you require assistance with anything else, make sure to let me know.

Re: Formal Complaint

AnaM — Mon, 13 Dec 2021 17:12:01 GMT

Hey there, since the issue is resolved an no further assistance needed, I'll lock this thread.