10-15-2021 04:01 AM
How do I got about filing a formal complaint, what is the process please? Our nest heat Link has stopped working, the customer service is absolutely disgraceful. We have not had heat for 3 days and waiting for a call back within 24-48hrs. Its now hour 36! After chasing, I'm told its being escalated and yet here we are, 24hrs later, still no heating due to a faulty part
We have had the same issue as most others, the heatlink unit has failed. Seems like a flawed item with a short shelf life. You can't get through to anyone who is able to help, our treatment has been disgusting. It's 8°c outside and waiting on a phone call is shocking. I want to make a formal complaint, what is the process please. The case number is 8-0336000032013
10-15-2021 04:09 AM
Good luck making a complaint, as I can predict the words you will recieve from Google.
Nest are usually good, and believe you me currently I am not a fan of Google, but Nest is the original team, who are good.
The Heat Link is a nightmare if you have the Nest words on the button, I have had about 50 duff ones so far.
How old is your thermostat, and I assume your UK?
I would ring again, and ask to speak to a senior person, no luck ring again and again again!
11-09-2021 05:06 AM
Hey @cozzie121,
I'm sorry for the late reply. I checked your case and I noticed that our team contacted you and sent a replacement. Is everything ok with your replacement? Let me know if there's anything I can do to help.
11-11-2021 05:14 AM
Hello again. Just checking in. How's it going with your Heat Link?
11-25-2021 02:27 AM
I got a problem with mine they are useless worst company I have ever felt with
11-25-2021 08:45 AM
Yes, its hilarious. It is partially resolved now, Google have done well in this regard but still waiting to see if they uphold their offer. Credit where its due. No-one will advertise what the complaints process is, I presume they would be terrified they are suddenly inundated. It's a bit hit or miss.
11-26-2021 04:26 AM
Sadly since Google have been involved the support team have become very ignorant. Shame, as they are having their strings pulled by this selfish company.
You would have thought a company like Google would help customers, but just look at Trustpilot, I think that speaks volumes. I hope the owners are very proud of the reviews!
12-13-2021 09:12 AM
Hey there, since the issue is resolved an no further assistance needed, I'll lock this thread.
12-10-2021 08:47 AM
Hi @cozzie121 . I am happy to hear that things got set back on track. If you require assistance with anything else, make sure to let me know.