topic How to make a complaint? in Nest Thermostats

How to make a complaint?

GavinHuss — Mon, 13 Sep 2021 08:48:39 GMT

I had my Thermostat replaced back in May, and have been waiting for the installation fee refund since then. I've had a case open (4-5026000031112) for a while, and keep being told that it's been escalated, but nothing happens. I contact support most days just to be told that it's not possible to communicate with the team this has been escalated to, so no one knows what's going on. Eventually after six weeks of chasing, a cheque finally arrived, I lodged it in the bank, but Google cancelled it, so I am back to square one. Daily messages, no one can tell me what's going on. Is there any way to complain, or for anyone to find out what's happening? Its a very poor system, where no one is able to tell the customer any information.

Re: How to make a complaint?

GarrettDS — Wed, 15 Sep 2021 16:06:06 GMT

Hey there GavinHuss,

I was able to send your case and this information over to our Escalations team and they should be reaching out to you if they have not already.

Please let me know if you have any further questions.

Best regards,

Garrett DS

Re: How to make a complaint?

GavinHuss — Wed, 15 Sep 2021 17:35:50 GMT

Thank you.

Someone called me today. Although still no update when I'll get my refund.

Currently the wait has been 112 days. I wonder if Google would be happy to wait this long if I owed them money?

Re: How to make a complaint?

GarrettDS — Wed, 15 Sep 2021 17:46:17 GMT

I can totally understand your frustrations and apologize that it has taken this long. Since someone from that team called you today, I'm going to go ahead and lock this thread.

If you have any further questions or concerns, feel free to create a new thread.

Best regards,

Garrett DS