Complaint regarding customer service

[Decccc]

Hello,

I would like to submit a format complaint regarding the service I have received and the problems I have encountered during my time trying to get the thermostat to work. I originally purchased the product in November 2023. The thermostat worked for roughly one week before it disconnected and I was sent a replacement, this replacement then worked for roughly 3-4 months until it disconnected from the WiFi.

I was then sent another replacement device which never connected to the heat link so I returned it for another with the same issue. During this time I have made a complaint over the phone to which I was told I’d hear back in 24 hours which I never did. The complaint was due to your customer service team being in contact and then after a few replies never replying again.

Following this the latest all you can do is offer me ANOTHER replacement which obviously isn’t working so I have requested a refund and apparently have been rejected by the customer service team. I have emailed to say this is unacceptable under the consumer rights law in the UK and have again been ignored. I require a response and expect a resolution to this as it’s absolutely despicable service and if I do not hear back I will be forced to take this further legally as I have paid for a product which does not work and you are actively refusing to refund the cost of the device.

[Frustratedddd]

Before you get to involved on this site, you are aware this is a community forum?

You state this... I have emailed to say this is unacceptable under the consumer rights law in the UK

You are fully aware this could not be true?

Where did you purchase the thermostat from? ie retailer, Google themselves, an installer supplied and fitted etc.?

By the way I'm on your side, I'm NO Google fan, but we need to start somewhere.

[Decccc]

Oh I thought I had seen replies from Google in this forum. I was searching for a place where I could file a complaint and this was the best I could find. Are you  aware of somewhere I can do this? Thanks for replying!

[Frustratedddd]

One of the mods might pick something up, but i don’t think you will have much luck in the end.

Before you go to far, what is the answer to the question above?

[Decccc]

I got the device from Google themselves and a Google nest engineer came to fit the device 

[Frustratedddd]

That’s a brilliant answer, as finally I have found someone who does know the 2015 UK Consumer Law! I go on about this time and time again, just read some of my replies to users. Having said that Google are a law to themselves, and are a VERY ignorant company when it comes to issues like this. You will have a battle with them, but as you know IF the item is faulty THEY the RETAILER are fully responsible. 

Again before you get to the avenue of small claims courts, are you saying your display will not pair with your Heat Link?  We must discover exactly what the issue is with your thermostat.

Oh, and did the Google Pro fit the replacement parts?

[Decccc]

Hello, so one of the devices no longer connects to my WiFi making it essentially a manual thermostat. They have then suggested replacement devices of which I have tried roughly 3 and none of these connect to my heat link yes you’re right!

regarding replacements I’ve only replaced the thermostat thus far rather than the heat link as that would incur further cost I’m not willing to risk considering the current refusal to refund me already! 

[Frustratedddd]

OK understood.

Your thermostat, is it hard wired or wireless or both to the Heat Link?? Important question.

Has anyone explained to you that by replacing any of the parts ie., Heat Link or Display the set losses it's matched pair status? This means you will probably end up with an H71 error on the screen where it will not find the Heat Link.

Does that make sense?

Reason for going down this avenue of questions, without proving the set is faulty you don't want egg on your face so to speak!!!

[Decccc]

Thank you so much for this information that’s really helpful! It’s wireless to the heat link. So if I want to replace it I should be replacing both the device and the heat link?

[Frustratedddd]

No is the simple answer to your question!

The system works out of the box as a matched pair, but as you have one of the major parts faulty, you now have a NONE matched pair. There is nothing wrong with doing this, and that's where you have to be very cautious when placing the blame.

You have a wireless setup, and that causes a little more issues when pairing with another part, ie in your case the display. I don't think there is anything wrong with your setup, you just have not paired correctly.

Do you see an error on the display H71?

[Decccc]

Yes this was the error code I received however it did work accurately for a few months before finally deciding to show this code!

[Frustratedddd]

I'm still 99% sure there is nothing wrong with your display or Heat Link. problems for not pairing can be interference from loads of things in the home, ie DECT phones, microwaves etc.

Have you paired your set with ''Replace Heat Link'' when you see the H71 screen?

I would suggest factory reset, and then hard reset when back to the setup screen. Update me exactly where you are with your thermostat, and what you see on the display and the Heat Link. ie blue pulse light, yellow light, green light etc.,

[Decccc]

Yeah I’ve done all the troubleshooting steps multiple times with all devices I’ve had. They’ve taken me through it on the phone and then after a while they suggest yet another replacement where I’ll no doubt have the same issues. I’ve factory reset the thermostat, reset pairing, waited for the blinking blue light on the heat link everytime.