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Formal complaint under European Commission Small Claims Procedure

Disgraceful
Community Member

Please confirm how I can file a formal complaint with Google Nest for repeated faulty products and rude and disgraceful customer service?

 

My original Nest Learning thermostat began presenting fault codes only a few weeks into it's installation. Upon contacting customer service and spending hours on the line I finally was sent a replacement Thermostat head. This second thermostat immediately displayed error codes and would not connect to the Heatlink. After days and days and DAYS of phone calls with the customer help centre in the Philippines (who just read out blanket questions and didn't listen to any of the logical information I was providing) I was told i had to return the replacement thermostat to receive a new one that would actually work. A hold for the money for the second themostat was on my card and I was told once you had received the thermostat back the money would be released back onto my card. All of this and you holding onto my money despite the error being with your product!!!

 

I sent the product back to you with tracking and had confirmation it was received by Google Nest and the money hold on my card was released.

 

In the meantime the original Nest product we had decided to stop all together and is stuck in a restart cycle where i cannot even access an error code because it just turns off and on in the cycle over and over and over again.

 

I have reached my absolute limit with the customer service after my call tonight with someone called Lenie who wasted 45 mins of my time asking the same questions from the previous calls and asking for me to provide an error code THREE TIMES despite the fact I had explained the nest was stuck in a restart cycle and therefore no error code was even showing on the screen. I was put on hold repeatedly (even when i asked not to be put on hold) and told in between that you couldn't send a replacement out because "i had not returned the previous replacement" despite the fact I have emails from you confirming you have received it and the money has been returned. Lenie claimed there is nothing she can do to send a new one out and then went into the same questions about error messages again!

When I repeatedly asked for my support ID ( 8-5377000035812) she avoided giving it to me over and over again until I quoted the consumer regulation at her. After sending it via email she just hung up on me!!!

 

I cannot believe how poorly you treat consumers paying hundreds of pounds for one product and needing that product to actually control a basic need like heating in their home!! After calls over months and months I am left exactly where i started with no working thermostat and rude and unhelpful customer service.

 

I have now started a Small Claims Procedure with the European Commission and shared all of these details and communications with  The Times UK  - I wont hesitate to provide them proof of emails and recordings i have of the calls with your customer service agents.

 

 

 

 

1 REPLY 1

Frustratedddd
Community Member

Are you in the UK?