topic Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate? in Nest Thermostats

Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Jdubs — Tue, 04 Jan 2022 21:24:29 GMT

I have a 3rd gen nest thermostat. Stopped working after 1 year. No hot water or heating, had to get emergency plumber to replace at cost of £300 as no response from google. They finally agreed to reimburse me up to £100, this was 2.5 months ago. They keep saying my gpay account has expired (it hasn’t). They will call me (they don’t). I’m sending many emails and getting back no replies. I want to escalate this much higher now. Google’s lack of customer service is shameful.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Frustratedddd — Thu, 06 Jan 2022 17:01:09 GMT

Why not just ring them, and ask to refund you while on the phone? They may say they cannot, but then ask to speak to a senior advisor. Emails just sit in a PC until someone answers them

Sadly Google are pretty useless when it comes to giving things back, I have been there!

Worth a try I would think?

Good luck with trying to get higher in the UK, as that is a challenge I can tell you. The complaint line is a joke, that just sends you back to the internet.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Jdubs — Fri, 07 Jan 2022 09:43:24 GMT

Thanks. I finally got through to a senior agent on chat. The finance team have said they’ll make the reimbursement but it’ll take 4-5 weeks! (I’ve already been waiting that long). I asked to speak to someone on the phone but got no where. I’ve given up now as it’s too painful.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Leevespa — Thu, 05 May 2022 08:33:18 GMT

same here, been waiting for 5 months for my refund, they just lie constantly

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

AnaM — Fri, 06 May 2022 12:21:18 GMT

Hey @Jdubs,

I'm glad t hear you've managed to get through to our Customer Support. Let me know if you need anything else.

Hey @Leevespa,

I've replied to you on another thread, so we'll keep the conversation there.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Frustratedddd — Sat, 07 May 2022 10:18:16 GMT

@JdubsI had a similar situation with a faulty doorbell, Google were very happy to let me send the item, and I had all the tracking to prove it arrived their end. Sadly Google never returned my doorbell, that was last year. They still have it.

I gave up also, as they hold ALL the cards, and ONLY do what they want to do!!

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

AndaD — Sat, 07 May 2022 10:44:13 GMT

Hey there @Frustratedddd

I am terrible sorry to hear about your experience with our services, but rest assured that I'm here and I'll personally try to check all the details for you, maybe we can find a way of sorting out the things. Is there any chance to help me out with a case ID from your previous interaction with us? I'd like to have a look and see what happened. Keep me posted.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Frustratedddd — Sat, 07 May 2022 12:17:49 GMT

AndaPanda

Sadly anything you do will be a complete waste of time, as Google decided, and that's that!!

Below is a post I asked for help, and the outcome is as you read!!

None of the advisors on here could exactly explain the issue, hence I wrote the £200 doorbell off!!!

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Brave-Google-Senior-Support-Needed/td-p/25780

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

AndaD — Sat, 07 May 2022 12:40:23 GMT

@Frustratedddd

Thanks for your reply, I appreciate it. As far as I can see, the issue is ongoing since last autumn. I'll be looking into your case and if possible consult with my colleagues, perhaps I can come back with a resolution or at least an answer. Thanks for understanding.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

Frustratedddd — Sat, 07 May 2022 14:47:27 GMT

@AndaD

I know what you are saying, but sadly I know the answer before you start.

The case is as far as we can go!!!

Shame, as a REAL explanation would be good, as all the other people hid behind that phrase!

Thanks for your help, but holding my breath will not be the best option.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

AndaD — Sat, 07 May 2022 15:07:07 GMT

@Frustratedddd

I totally get you and no wonder why you're upset, it's definitely reasonable. I'll dig a little bit to find more details about it and hopefully I'll be able to comeback with something positive. I can't promise anything big, but I'll try my best, at least to keep you updated if there are going to be news about this.

Thanks as well for sticking around in the meantime.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

DragosC — Tue, 10 May 2022 07:27:44 GMT

Hi there @Leevespa

I've had a look over your case and it looks like you are in touch with the Senior agents via email. I'm sorry about the delay, but you can rest assured that it will get resolved. It would be best to discuss with the Senior agents as they are the ones in contact with the Finance Team and also the ones handling your case. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

AlexD — Thu, 12 May 2022 10:51:11 GMT

Hi, I wanted to check in. Is there anything else I can try and assist with? if so, make sure to let me know.

Re: Customer service purposely not reimbursing faulty heatlink cost. How to escalate?

AlexD — Fri, 13 May 2022 11:02:45 GMT

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.