COMPLAINT about Customer Service

[TeeGeeS]

I have and am still having the WORST experience with customer services regarding this appalling device.  It's just over 4months old and just stopped working.

• First it stopped connecting to the WiFi, 
• Then is stopped giving the correct temp,
• Now it is totally dead.

I contacted customer support and requested a refund as I've been told that Nest tends to send out refurbs as replacements (honestly who in their right mind is going to accept a previously faulty device as a replacement for a currently faulty device?????). 

I'm in the U.K. and underSection 23(3) of the Consumer Rights Act 2015 mandates that 'where the consumer requires the trader to repair or replace the goods, the trader must—(a) do so at no cost to the consumer, (b) do so within a reasonable time and without causing significant inconvenience to the consumer, and (c) bear any costs incurred in doing so, including, in particular, the cost of postage, carriage, labour and materials.' Furthermore, under the principle of 'satisfactory quality' outlined in Section 9 of the same Act, a refurbished unit, particularly after such a short period of use, would not be considered a satisfactory replacement for a new, failed product.

All I receive back are generic responses pushing to get me to fill in details and PAY (yes temporarily) for a replacement!

To say that I'm shocked at this is a gross understatement.  I have always been a Google advocate to everyone I know.  Suffice to say, due to this poor customer service, I've gotten rid of my Pixel for an iPhone and i'll be getting rid of all my other Google Nest Devices.

I am a disabled person with two young kids and a disabled partner who suffers with chronic fibromyalgia of which sensitivity to cold can be extremely painful.  I saved up for this device and now we're left in a house that is freezing as we can't leave the boiler on constantly (the cost would be astronomical).

Does anyone in this forum know how to make official complaints or light a fire under someone to actually get proper action?  Google seem to be very good at keeping these things well hidden.

Hugely disappointed customer.

[LakeStreet113]

I was promised a call from management to approve a replacement on a thermostat under guaranty.  No heat for 24h and I am still waiting.  I am on hold with circus music.  They just cut the music and hung up on me.

[Frustratedddd]

Where did you purchase the thermostat from? ie Google direct, Retailer or the Installer?

[LakeStreet113]

Amazon.   I know, I should have. 

[Frustratedddd]

Tricky one now, as you will be fully aware!

I go on and on about Consumer Law on here, but people just ignore and go direct to Google.

Sadly you have quoted Consumer Law, and you will be fully aware Google is not the retailer to complain, least of all to ask for a refund. Amazon is your port of call as I guess you are fully aware. Why did you not go to them straight away rather than Google? The item is not 4 months old you say?

Having said that, under UK Consumer Law, you have about five years for a faulty item of that value. Amazon is your retailer to complain to, so long as you have not had any part replaced by Google yet.

Why not just contact Amazon and tell them the issue, when they say it's to late for a refund, just say..............Either you replace the deivice, repair the device or give me a full refund due to the item being - Not fit For Purpose, did Not Last a reasonable Length Of Time or Be of Reasonable Quality.

Should they say hard luck, then you say no problem I will now open a Small Claims against you. More people need to do this, I did it with Amazon and they paid up in full. Yes it was a battle, but they do not like the word ''Claim''. Obviously any cost that could been incurred is down to them if they ask you to prove it's faulty.

[LakeStreet113]

My installer told me my device was defective and should be under google guaranty.  The item is a month old.  Google confirmed the device is defective.  I bought another one as I need heat.  the second one was also defective.  

The issue is also support who told me after determining it was defective that they will process a reimbursement or replacement.  Then 24h later after 4 calls, they decided not to.  This added to the frustration.

I like the small claim idea.  Shame on me for not buying this from a local retailer that could switch it on the spot. 

There are too many issues with Google Nest (poor quality, lost features in the new version, inconsistent customer service).  I'd love to know why I should stick to this rather switching brand.

[Frustratedddd]

Your installer is totally wrong, the Consumer Law is with the Retailer NOT the manufacturer. You should know that as you quoted the law in your first post.

Yes Google have a 2 year warranty, BUT why would anyone go there when the UK law in on our side? Did the installer also supply the thermostat or did you buy and they fit?

I am by no means a Google fan, as they stole a doorbell from me some years ago. Had a faulty bell, did not buy myself, but they said a replacement would be fine. I sent the bell, NEVER seen it again!!! About 4 years ago now.

Which model thermostat do you have by the way?

Regarding why anyone would buy one of these thermostats, well I have repaired and sold hundreds of 3rd Gen thermostats, and very few have been faulty afterwards. I suppose it's luck of the draw, but a huge amount of issues with these thermostats is driver/installer error.

Just as a matter of interest which county are you in?

[LakeStreet113]

I am in the US.  I had both version 3 and 4, bought myself on amazon (first mistake) new in sealed boxes.  My installer was right to have me call google to confirm the thermostats were bad,  but Google, out of their front line worker's good heart, told me to send my amazon invoice they would either replace it or refund me.  But when it reached management I was directed to amazon.  This board is clarifying the issue for me.  

- No more purchase from amazon if I can buy from a local retailer.

- try another brand, too many issues with Nest

- Give up if it has to reach management.

[Frustratedddd]

This is the trouble when you hijack someone’s post!! Start your own and  I would not be misleading!! 

Mods sort this post out please!! 

[TeeGeeS]

Thanks Frustrated.  

I was getting a bit confused there. 

What I want here is an official Google response as it’s atrocious that a big corps think they can just ignore law, hide complaints procedures, tell support to simply ignore anything but running the scripted answers they’ve been provided with. Then try to push consumers into accepting shoddy replacements. 

I asked to speak to the line manager of the advisor I’m working with as I’m not trying to be a pain in the backside, I just didn’t feel he was equipped to discuss the matter further with me. He’s totally ignored me again and just said I can either send the faulty item back or pay for a replacement which will be refunded when I send the faulty one to them. 

[Frustratedddd]

Yes I am not suprised when people cannot start their own post, gets very confusing, so sorry about that.

I will try and start again, but hopefully you have read the thread?

Where did you purchase the thermostat from? ie Google direct, Retailer or the Installer?

[maedacortez]

Hi TeeGeeS,

Thank you for reaching out. I understand you wish to report your recent experience with our support team, and I want to assure you that I'm here to help. I sincerely apologize for the frustrating experience you had. Could you please provide your case number so that we can thoroughly investigate this matter and work towards a resolution?

I understand your time is valuable, and I look forward to your response so we can address this promptly.

Regards,

Manuel