Complaints procedure - Google Nest learning thermostat return

[SiUK]

Hi, 

Please can you direct me on the complaints procedure.

My Google Nest Thermostat Gen 3 failed within 6 months due to the common WiFi fault (W5). 

I contacted support via Twitter/X who promptly took details in order to confirm the fault and arrange a return. They provided two options, Advanced Exchange (involved a credit card hold transaction) or Standard Exchange where replacement device is sent once received. I opted for the latter Standard Exchange as I felt that I shouldn't have to make any payment for returning a product for a what i discovered was a common hardware fault/design fault The process wss supposed to take between 5-10 days. 

The process seemed to go smoothly (posted 5th Jan) up until the device was received at the RMA centre on the 8th Jan (verified using the DHL parcel tracker) 

After a few days (14th Jan), I did not get any update from Google Nest to confirm the replacement device was being dispatched so i chased this via Twitter/x. I was informed that they will look into this. 

On the 15th Jan they replied and kicked iff an investigation into it ans wss told they woukd gdt back to me ASAP. 

On the 18th I sent another chaser expressing my concern about the impact of delaysstating that whilst without a thermostat, I am having to manually toggle the heating system including disruption to sleep in having to get uo early to start the boiler to warm my house for wgem the family wake up. Energy bills l were also noticeably higher since it was harder to keep the house at a fixed temperature without the thermostat. I was a asked to extend my patience. 

I chase the status again on the 20thv ia Twitter - I was told it was being followed up. 

On the 22nd I had a reply with the suggestion that I click a link in the return email to order my replacement device - i was not willing to do this as this was not the Standard Exhange option that I specified and would cause a temporary hold payment om my card. 

On the 24th I complete a Google Nest return web form enquiring why it was so difficult to get the ststus of my return and get a replacement shipped . This raised an instant telephone from RMA support - i wss on the phone for over 30mins and put on hold several times. They confirmed my device was received but my return was incorrectly logged as an advanced exchange. It was escalated to the senior team to resolve (raise a new RMA due to admin error) and i woukd receive an email later that day. 

I did not receive any status update email so chased via Twitter on the 25th. I received a reply saying it has been escalated to the senior team. 

It is now the 29th - there have not been any more updates and I am sick of having to spend my time chasing to get my replacement issued  - surely its not that hard. I'm guessing the support team input error about the return type during the return process has sent me down an automated route and staff can't override and correct it without senior approval. 

It is frustrating that I am without a product I have paid for due to a known manufacturing/design fault issue in the depths of Winter. Each day I am paying out more on energy bills and loosing sleep until this is resolved. 

I am a huge Google/android fan and feel really let down by this process. 

[Markjosephp]

Hello SiUK,

Thanks for bringing this to our attention, and I'm sorry to hear about the challenges you've faced with your Nest Thermostat replacement process. I understand it is frustrating to experience delays and issues, especially during the winter months when a functioning thermostat is crucial.

Given the extensive efforts you've made to resolve the situation, I understand that it leads to a lengthy process, and I'd like to investigate this for you. To escalate your concerns further, could you share with us your support ID number? This is to check the status of your replacement. Additionally, consider reaching out directly to our support team for real-time help.

Best regards,
Mark

[SiUK]

Many thanks for the response Mark. 

The support ID reference is: RMA95935320

I chased the status again this morning (Twitter/x) but get the usual response that its been escalated and that I need to be patient and wait for an update. 

I just want a working/reliable thermostat. 

[Markjosephp]

Hi there,

Thank you for providing the reference number: RMA95935320. I understand your situation and the importance of having a reliable thermostat. I assure you that our team is actively working to resolve the issue with your thermostat, and it has been escalated for urgent attention. We appreciate your patience during this process.

If there are any further updates, we will ensure to communicate them to you promptly. In the meantime, we'll leave this thread open for status.

Best regards,
Mark

[jc88]

This has been torture and wasted countless hours of my time for TWO MONTHS, this week alone over 4+ hours.  I missed 4 hours of my work this week plus many hours other days trying to get a refund that I was promised and committed.

I have shared many case numbers plus 15+ calls to resolve my issues.  First, its started December 14th with no heat from a defective's thermostat, second a refurb that did not work, and thirdly a refund that was promised and committed, yet never completed.

On December 14th my new thermostat had a fatal error code. I was promised I was getting a NEW thermostat to ensure I would get my Heat working. I am in the electronics Industry and no the failure rate of refurbished units so they told me they were talking to the processing team to ensure I get a new unit. 

Of course the refurb you sent didn't work and I had to leave my home from the lack of heat. After hours of trouble shooting with your team. 

To make matters worse, you claimed you never received the refurbed unit back (which further delayed fuxing my heat issue) but I had an email confirmation verifying and my freight company documentation so the charge was released from my credit card.

Then December 23rd right before Christmas I needed to resolve my issue of no heat. Shipping another unit would have never made it to me for the holidays. Additionally i had family coming over for holidays, kids home from college and the worst case scenario of pipes bursting / freezing in my new home from no heat.

Your team received management approval to go buy a new thermostat and I received a confirmed commitment which I confirmed several times that I would receive 100% reimbursement. 

Your representative found a retail store and received authorization for me to purchase on December 23rd for the holiday and so my pipes in my house did not burst from the cold temperatures in New Jersey.  

Over the past TWO MONTHS I was told on all the case numbers and documentation that the refund would be completed. 

If I need to report this deception and poor customer service to your leadership team, social media and to the Better Business Bureau I will do so. The amount of documentation I have is a very bad look for Google. I will not drop this until I receive my full refund of $307.08.

If you are not empowered to make a decision please send this to your management / leadership team so they understand what I have been through and the means I'm going to take till I receive a refund.

This is egregious and the worst customer experience / deception I've ever had in my long career.  John

[jc88]

Latest case number. 4-6393000035511. John

[Anonymous]

I have wasted countless hours of my time for TWO MONTHS, this week alone over 4+ hours.  I missed 4 hours of my work plus many hours other days trying to get a refund that I was promised and committed. 

I have shared many case numbers  with you and others plus 15+ calls to resolve my issues.  First, its started December 14th with no heat from a defective's thermostat, second a refurb that did not work, and thirdly a refund that was promised and committed, yet never completed.

On December 14th my new thermostat had a fatal error code. I was promised I was getting a NEW thermostat to ensure I would get my Heat working. I am in the electronics Industry and no the failure rate of refurbished units so they told me they were talking to the processing team to ensure I get a new unit. 

Of course the refurb you sent didn't work and I had to leave my home from the lack of heat. After hours of trouble shooting with your team. 

To make matters worse, you claimed you never received the refurbed unit back (which further delayed fuxing my heat issue) but I had an email confirmation verifying and my freight company documentation so the charge was released from my credit card.

Then December 23rd right before Christmas I needed to resolve my issue of no heat. Shipping another unit would have never made it to me for the holidays. Additionally i had family coming over for holidays, kids home from college and the worst case scenario of pipes bursting / freezing in my new home from no heat.

Your team received management approval to go buy a new thermostat and I received a confirmed commitment which I confirmed several times that I would receive 100% reimbursement. 

Your representative found a retail store and received authorization for me to purchase on December 23rd for the holiday and so my pipes in my house did not burst from the cold temperatures in New Jersey.  

Over the past TWO MONTHS I was told on all the case numbers and documentation that the refund would be completed.  

 The amount of documentation I have is a very bad look for Google. I will not drop this until I receive my full refund.

If you are not empowered to make a decision as a supervisor you should send this to your management / leadership team so they understand what I have been through and the means I'm going to take till I receive a refund.

This is egregious and the worst customer experience / deception I've ever had.  John. 

[jc88]

This has wasted countless hours of my time for TWO MONTHS, this week alone over 4+ hours.  I missed 4 hours of my work plus many hours other days trying to get a refund that I was promised and committed. 

I have shared many case numbers  with CX including approximately 15+ calls to resolve my issue. 

First, its started December 14th with no heat from a defective's thermostat, second a refurb that did not work, and thirdly a refund that was promised and committed, yet never completed.

On December 14th my new thermostat had a fatal error code. I was promised I was getting a NEW thermostat to ensure I would get my Heat working. I am in the electronics Industry and know the failure rate of refurbished units so they told me they were talking to the processing team to ensure I get a new unit. 

Of course the refurb you sent didn't work and I had to leave my home from the lack of heat. After hours of trouble shooting with your team. 

To make matters worse, you claimed you never received the refurbed unit back (which further delayed fuxing my heat issue) but I had an email confirmation verifying and my freight company documentation so the charge was released from my credit card.

Then December 23rd right before Christmas I needed to resolve my issue of no heat. Shipping another unit would have never made it to me for the holidays. Additionally i had family coming over for holidays, kids home from college and the worst case scenario of pipes bursting / freezing in my new home from no heat.

Your team received management approval to go buy a new thermostat and I received a confirmed commitment which I confirmed several times that I would receive 100% reimbursement. 

Your representative found a retail store and received authorization for me to purchase on December 23rd for the holiday and so my pipes in my house did not burst from the cold temperatures in New Jersey.  

Over the past TWO MONTHS I was told on all the case numbers and documentation that the refund would be completed.  

The amount of documentation I have is a very bad look for Google. I will not drop this until I receive my full refund.

If you are not empowered to make a decision you should send this to your management / leadership team so they understand what I have been through.

This is egregious and the worst customer experience / deception I've ever had.  John

[Anonymous]

We are having similar issues. Our Nest has failed, not even a year old. We have returned it 3 times and they keep sending us a dud. Extremely stressful, time consuming and probably one of the most difficult returns process we have ever had to deal with.