How do I make a complaint about the Nest Customer Support?

[Rossmit]

I had 3 Nest products purchased in May 2019 - 1 x doorbell, 2 x IQ outdoor cameras.

One IQ camera failed In Feb 2022 and we were offered a refund as the device was no longer available. The refund came after 3 months.

The doorbell failed in May 2022 and I was told it was out of warranty so there was nothing that could be done (no repair offered).

The 2nd IQ outdoor camera failed on 22nd September (6 weeks ago) and I assume is also out of warranty as they were purchased at the same time. No footage has been captured or recorded on any of the devices we purchased for the last 6 weeks - this can clearly be seen on the footage of my Nest account.

I purchased a Nest Aware subscription with these products. The only reason a person would purchase a Nest Aware subscription is to use with these products as far as I can tell.

All 3 devices (which were very expensive) have failed, meaning no footage has been recorded for the last 6 weeks.

I received an email saying my Nest Aware subscription had renewed on 17/10/22. On 18/10/22 I attempted several times to converse about a refund via chat but didn't get anywhere. The most recent communication with Customer Support has put me through (via email) to 3 different teams. 

I have been told that a refund will not be issued. This is extremely unjust and unfair given the failed Nest products are the only reason the subscription existed in the first place.

I would like to make a formal complaint and pursue a refund under the Consumer Rights Act 2015.

How do go about doing this?

[MplsCustomer]

@Rossmit 

I'm just another Google Nest customer, but what you describe is terrible.

Did your contact with Customer Support include "Nest Aware Premier Care" which is supposed to be reachable via the "Contact us" link on the page below in order to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159?hl=en

[janthadeus]

Hi folks,

I’m sorry that you’ve had to experience this. This isn’t the experience I want you to have. Checking in — were you able to speak to our Nest Aware Premier Care team as suggested by  MplsCustomer? If so, how did it go? Let me know if there’s anything else.

I appreciate your help here, MplsCustomer.
 

Thanks,

JT

[Rossmit · Accepted solution]

Hi,

Thanks both for the replies. I was emailed and managed to sort a refund.

Thanks

[Brad]

@Rossmit

We are relieved to hear that this has been sorted out and resolved for you. We'll leave this thread open for an additional 24 hours for follow-up questions and concerns.

Best regards,

Brad