Complaint

[Dee2]

I contacted Nest Support as my heat link needed replacing and thus an engineer was booked in to complete the installation.

The engineer, Robert completed the installation and left without checking whether the heating was working. When I tried to turn the heating on no heat permeated from the radiators. I called the engineer and explained the problem and he asked when my ‘fella’ would be home so he could fix it as he was now on another job. I explained that this was not possible and he said he would return later that evening. He returned and claimed nothing was wrong with his wiring and stressed the problem lay with the boiler and I needed a plumber to come out and fix it.

The call out cost for the plumber was £100. The plumber explained the boiler was fine and the problem was with the nest. I called nest support again and sent a picture of the wiring as advised and it was found that one of the wires (green and yellow) was loose. I was instructed to push this in and the heating was restored.

My complaint is regarding the negligence of the engineer who did not connect the wires properly and wrongly told me to get a plumber causing me to spend £100 unnecessarily!

[DragosC]

Hi there, @Dee2

Thanks for reaching out and I'm sorry for the inconvenience caused. Thanks for the details, they are very helpful. In order to be able to do something about this situation, we'll need to gather some details to escalate the case to our Nest Pro/Partners department . In order to be able to do that, we'll need the details below filled out:

Reference number for Boxt visit: 

Your contact number: 

Date and time of appointment: 

BOXT Installer name(if you recall it): 

Did you contact BOXT about your experience - if yes what did they say about this issue 

Your statement relating to what happened: > This one is completed in the initial message, there is no need to fill this out again. 

[AlexD]

Hi, I wanted to check in. Did you see the message from my colleague? Keep us posted.

[Vladut]

Hi there, as you haven't replied I'm goona go and close this thread. If you need anything else please feel free to start a new one. Have a great day ahead!