topic Re: BEWARE: Do NOT send your equipment to Google Nest! in Nest Thermostats

BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Sat, 27 Nov 2021 14:11:59 GMT

Anyone reading this post, please be very aware when sending your items back to Nest/Google.

I have found out today, that my thermostat which I sent back to Nest on the 3rd November 2021 will NEVER be seen again! They say the parcel has arrived, but NOTHING in it, that's what they say, but hard to digest at present.

I sent the thermostat back using the the option where I send back first, and they send the replacement to me after they check th eitem out. Reason I chose that option, I do not want to use GPay where they hold an amount, as I have read so many issues getting the money refunded. Well here is another twist into Google's devious ways, they now say nothing was in the parcel. Do they really know how stupid that sounds, when they have ALL my details, and contact information. WHY would I be stupid enough to send a parcel with nothing in it?

The trouble now is, I do not have any proof of anything. I can't prove what was in the parcel, I can't prove what they received. This is very disturbing, how their warehouse works, but everyone just be fully aware when sending items back to devious Google.

Please also look at the original post I asked help with - Below link

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Why-has-an-advisor-not-stepped-in-to-help-me-No-WiFi-connection/td-p/47230

Re: BEWARE: Do NOT send your equipment to Google Nest!

laurentbourg — Sat, 27 Nov 2021 14:54:35 GMT

Did you try filing a claim with the shipping carrier?

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Sat, 27 Nov 2021 15:05:39 GMT

There is nothing to claim from the shipping carrier, the parcel arrived safe, and signed for in Poland.

Google are saying there was nothing in the parcel

The carrier has done their job, and IF the parcel was damaged or looking suspicious, Google should never have accepted the parcel, just refused and sent back to me.

The other problem obviously is, Google are the postage purchaser, as they supplied the labels. I have nothing to claim against, not being the purchaser.

Get's better the more you look at it.

Re: BEWARE: Do NOT send your equipment to Google Nest!

laurentbourg — Sat, 27 Nov 2021 15:36:07 GMT

I would still explore the shipping carrier further. If google claims there was nothing in the package, they need to transfer liability to the carrier and you need to request Google to exercise the insurance they purchased when shipping your buying the labels for shipping your product. I agree with you that it is a bit tricky, but try.

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Sat, 27 Nov 2021 15:58:38 GMT

You make a very strong point there.

However, Google are now ignoring my messages, and just say they have closed the case.

Very odd attitude to take for a company that want's feedback and REACH out to everyone!!!

Obviously I will not just leave it there, but they hold all the cards, and this is really a warning for others to make sure they are very carefull when sending anything to a dishonest company like Google.

I have looked a Trustpilot, and that speaks volumes from this company. I don't much hope.

Re: BEWARE: Do NOT send your equipment to Google Nest!

laurentbourg — Sat, 27 Nov 2021 17:48:21 GMT

Is there a community specialist that can help out the OP with his issue?

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Mon, 29 Nov 2021 14:59:34 GMT

Like Google support I am being ignored on here! I am only asking a simple question, Where has my thermostat gone, while in your possession?

Re: BEWARE: Do NOT send your equipment to Google Nest!

CristianC — Wed, 01 Dec 2021 11:16:57 GMT

Hey @Nestuser21,

I'm sorry to hear about what happened. Let me look into it. I'll do my best to get this resolved for you. Do you have a case number for your interaction with Google Nest support?

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Wed, 01 Dec 2021 11:28:21 GMT

Thank you Cristian.

I have had the confirmation that the parcel arrived on the date to Poland, and the DHL delivery confirms that on the 5th.

The worrying comment from the advisor, was: ''There was nothing in the parcel, the warehouse cannot confirm''

I am sure you will agree, anyone sending an item FIRST for a replacement, would be very stupid to send an empty package!

Like laurentbourg Says , DHL are responsible for the delivery, they should be held to account for a missing item.

Re: BEWARE: Do NOT send your equipment to Google Nest!

CristianC — Wed, 01 Dec 2021 11:40:00 GMT

Got it. Thanks for the details. I'll look into the issue and see what I can do. Do you have a case number or a confirmation number for your replacement? Is the email address from your community account linked to your Nest account?

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Thu, 02 Dec 2021 11:12:25 GMT

Thank you Cristian, I have put the case number into the first page on the forum, where one of your team was going to look into the issue, but sadly that did not go anywhere. Link on my first post here.

This is the number I have been given 8-4352000031781

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Mon, 06 Dec 2021 13:31:38 GMT

Another week gone by, and still nothing.

Google have received my thermostat a month ago, and no support or help from them!

How sad this company has become.

Re: BEWARE: Do NOT send your equipment to Google Nest!

laurentbourg — Mon, 06 Dec 2021 13:57:27 GMT

ChristianC, is anybody still looking into helping Nestuser21, any update?

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Mon, 06 Dec 2021 18:03:39 GMT

I think the answer will be no!

Re: BEWARE: Do NOT send your equipment to Google Nest!

AnaM — Thu, 09 Dec 2021 15:04:09 GMT

Hey there,

Yes, I've taken over the case and it's currently being investigated, I'll let you know as soon as there's an update.

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Thu, 09 Dec 2021 16:05:10 GMT

I do not want to be negative, but after all these weeks and so many people looking into this case, I have given up.

Anyone who is sensible would walk into the warehouse, look for a Copper coloured thermostat with the serial number, and ask what is this one?

The person who signed for the delivery on the 5th November at 13.50, should be asked what have you done with the contents?

You cannot loose a thermostat in that colour on a regular basis.

Anyone sending a thermostat first for a replacement, you would be very foolish to send an empty box. Well that's what I have been told by Rares the Nest advisor has happened!

Hard to believe I know, but we will see, as I have now had enough.

Re: BEWARE: Do NOT send your equipment to Google Nest!

laurentbourg — Thu, 09 Dec 2021 16:26:33 GMT

Ana, Cristian - I would have given up as well, why is it that you can’t help Nestuser21? He is clearly not a malicious user, he is just trying to get his situation resolved but nobody is listening to him and everybody is paying him lip service.

What is the point of this community? I have been spending countless hours helping users, if community specialists can’t step up when needed it is not right.

Please escalate and help him resolve this issue.

Re: BEWARE: Do NOT send your equipment to Google Nest!

AnaM — Thu, 09 Dec 2021 17:01:43 GMT

Hey @Nestuser21 and @laurentbourg,

I understand that this situation is frustrating, but me and my colleagues will do everything to get it resolved. I'm sorry that it takes so long but trust me, we're actively looking into this.

Re: BEWARE: Do NOT send your equipment to Google Nest!

laurentbourg — Thu, 09 Dec 2021 17:04:45 GMT

Thanks Ana, is there an ETA on where do we stand in the process and what are the next steps?

Re: BEWARE: Do NOT send your equipment to Google Nest!

Nestuser21 — Fri, 10 Dec 2021 10:26:50 GMT

Thank you laurentbourg, I feel very humbled with your concerns for me.

I think the problem also could be, I am a she, not a he, and Google thought I would go away, but I did not. Having said that, after all these weeks and no help from the best part of 10 advisors and false promises, they can keep the thermostat, I am sure their need is greater.

Thank you again laurentbourg, for fighting my case.