BEWARE: Do NOT send your equipment to Google Nest!

[Nestuser21]

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...

[laurentbourg]

Did you try filing a claim with the shipping carrier?

[Nestuser21]

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.

[laurentbourg]

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. 

[Nestuser21]

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.

[laurentbourg]

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

[Nestuser21]

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?

[CristianC]

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?

[Nestuser21]

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.

[CristianC]

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?

[Nestuser21]

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

[Nestuser21]

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.

[laurentbourg]

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

[Nestuser21]

I think the answer will be no!

[AnaM]

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. 

[Nestuser21]

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.

[laurentbourg]

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. 

[AnaM]

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.

[laurentbourg]

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

[Nestuser21]

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.

[laurentbourg]

Hi Nestuser21, I will be escalating this on my end, will you posted. 

[Nestuser21]

Thank you 'laurentbourg'

[AnaM]

Hey @Nestuser21,

As promised, your case is still under investigation. There is no such thing as discrimination as far as we're concerned and I can assure you, we're doing our best to help you out. I've sent you an email right now as we have to verify your account, please check your inbox.

[Nestuser21]

I have just received the message, and heading for the email now.

I understand where you are coming from, but after such a long time, and the amount of times I have been told it's under investigation by the senior team, I don't really know what to say anymore.

Tom the 5th advisor gave me the same comments, and ended up with the following final email. I replied, and have never heard again from him!! That was back in 18th November.

Hello Susan,

Thanks for reaching out to the Google Nest Customer Care Team. This is Tom.

I've checked with the logistics team once again.

They cannot confirm receiving the device needed.

We cannot process the replacement.

I will need to close this case now.

[Nestuser21]

I have clicked the verify, and the screen shows the message, with my email underneath, and a tick on the top.

Google verified your account

I don't know if this is any relevance at all, but please remember the reason for contacting the Google help advisors in the first place, was the thermostat would not connect to the wifi. My notes here say, the advisor stated the thermostat had a fault known as nest.com/w5.

The first advisor called Alex talked me into replacing the thermostat. I sent back first to avoid Google holding onto a payment or something from what I remember. That was my mistake, I should have just got in touch with the installer, but moving into the house in July this was all new to us.

Oh well, we learn by our mistakes.

[CristianC]

Hello there,

I'm back with updates. Because you didn't return your devices, we're no longer able to send out replacements for your account. Please reach out to the retailer or place of purchase for any further replacement requests.

[Nestuser21]

Oh dear, oh dear oh dear!!! CristianC, 2 WEEKS for that answer!!!

What a pathetic response!!!!

That just about sums this issue up!!!

Doesn't anyone actually read and listen to my original statement??

What on earth are you specialist actually trying to do helping people.

Your ridiculous comment was the reason I came here.

READ THE ORIGINAL POST!!!

laurentbourg, does this really explain my previous comments?

I GIVE UP!!!!

[Nestuser21]

CristianC, Why do you bother in posting such pointless remarks without reading the full story?

Just to humour me!

What was in the parcel I sent back, the one I have had confirmed arrived at the Google warehouse???

CristianC --- REALLY!!!!

[CristianC]

I can tell how this must feel for you, but we haven't received your return and I'm unable to proceed further. If you need technical assistance, I'm more than happy to help. 

[laurentbourg]

Nestuser21, do you have weight information on your printed shipping receipt that proves you did not send an empty box?

CristianC - does the mailing carrier used by Google in this transaction provide any insurance for shipped items that get lost?

[Nestuser21]

CristianC, you do NOT know how I feel, as I just keep repeating the same story, over and over again.

laurentbourg, That is the problem, Google hold ALL the cards, hence the post title BEWARE!!!

Google sent me the shipping label, I attached it to the parcel, and DHL delivered.

The user has NO input or claim at all, as we are NOT the official account holder, Google is.

The user is an inocent party, and can only TRUST Google warehouse staff.

One thing that could be of use, the serial number if ever activated will prove the thermostat is in use, then perhaps that can be traced?? I can assure you if it ever does get activated the date will be after 5th November 2021

I GIVE UP, and have now had enough!

[Nestuser21]

Google staff.....I will just add one more comment!

WHY would I send an empty box with my return details, and expect a replacement?

Think about it.

......also READ the first post, that explains everything.

[CristianC]

I wish I could do more to help. I'm going to lock this thread, but if you need technical assistance, feel free to open a new one. Have a great day.