Deposit refund

[JRHunt]

I've returned my nest head as I was instructed. Your records indicate you have received it over two weeks ago, yet  I haven't received my deposit back. Why?

[Frustratedddd]

Total waste of time posting that on here, you will be waiting for an answer for ever!!!

Ring them!

[EBe]

I've been waiting for 10 weeks for my deposit now.

I've been informed 4 times it would be with me within 5-10 business days, and it still has not appeared.

This is the worst customer service experience I've ever had, and I wouldn't bother phoning, as a result of their thermostat failing on me, I have spent 7 hours on the phone in total to have it resolved, and I still don't have my refund.

[Frustratedddd]

The deposit, is that where Google hold the money until you return the faulty part?

UK -USA?

[EBe]

Sorry, I mistyped, I didn't mean deposit.
I paid up front for the work to be carried out to take out the old Heatlink and have the new one installed. I than sent on the invoice to Google and they have since promised me I'd have my money back in 5-10 business days, again and again, and still nothing.

[Frustratedddd]

Understood. I was going to say, if they had put the deposit on hold as is normal, and they have not released, just contact your bank,and tell them to stop the transaction.

Your one is an awkward one, I would use the chat, and see what happens there, then ask for the senior agent. good luck

[EBe]

Thank you.
I have had another reply, and another apology by email, so I'm not sure if anything else can be gained from their chat? Are they a little more responsive on there?

[Frustratedddd]

That's a catch 22 question. Yes and No.

Google come out with all this crap about helping this helping that - Rubbish, we want your money that's all.

I must say the chat has been pretty good, and I do use that a lot, but you need an original Nest agent, not one of the new Google people. All I can say is give it a go, but posting on here is an absolute JOKE!!!!!

Just see how long it takes for one of the Google muppets on here to help you, advice, don't hold your breath.

[Dee1]

I’m having the same problem. They are totally ignoring my request for a refund despite having all the requested documents 

[GarrettDS]

Hey there, 

I'm sorry to hear about the issues that you've been having with getting a refund, and I want to ensure that we get this taken care of. 

Would you mind providing me with the case ID that you should have? Once I receive that, I can escalate this to our highest tier of customer support to have them review and reach out to you.

I look forward to hearing back from you. 

Best regards, 

Garrett DS

[Frustratedddd]

Provoke them, and they come running!

[EBe]

Hi there, here's my case number is 3-6071000031585

I hope you can help.