cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Google Nest support concerns

Dr_yn
Community Member

Hi all,

Not sure if this is the right place, but I’m at a loss with the lack of competent support and issue resolution I have experienced over the last two weeks. We have a Google nest learning thermostat included in our new home that we moved into in September. It stopped connecting to the internet in early January (w5 error I believe). A Google nest representative processed a replacement for me on January 5. I had to give my credit card information for them to ship me a replacement before I shipped the defective version back, noting that they would charge me in a few weeks if I did not send the defective unit back.

The week after I still had not received so I check the tracking and it says ‘delivered Jan 9 at 8:33am’. I check my Google doorbell cam and there’s nobody at all. Camera is working fine as it recognize an Amazon delivery later that day. 

Since then I have had to call Google support 4 times, each time being on the phone longer than the previous — 1.5 hours yesterday. Each time was told it had been escalated to the ‘senior dispute team’ (or some such) and that I would get a call back within 24 hours. I have not received any call backs. I had requested that we defer the CC charge as I can’t send my themostat control back without receiving the replacement. The last fellow I spoke to informed me that they would still charge me and all I had to do was send back the defective unit (???) 

Today, got charged for not sending the back despite never receiving the replacement. I would call google nest support back but am trying here first for my blood pressure’s sake. Utterly disappointed in the level of service and support provided by GoogleNest. Wondering if anyone knows how to speak with a reasonable individual who can address this? 

6 REPLIES 6

David_K
Diamond Product Expert
Diamond Product Expert

I've asked a specialist to review this topic and advise on next steps so you can get this resolved. Just so you know, it may take a short while for them to do that.

Markjosephp
Community Specialist
Community Specialist

Hello folks,

Thanks for escalating this, David_K.

@Dr_yn, we value your continued patience and understanding as we work to resolve this matter promptly. I understand your frustration and disappointment with the support experience you've encountered regarding your Nest Thermostat replacement and the urgency of your situation. I'd be happy to take a look into this.

To address the shipping and billing discrepancies, could you share with us your support ID number from your previous contact?

I'll look forward to your response.

Best regards,
Mark

Thanks Mark 

It’s 4-4138000035800

Hi Mark,

Any update? If you could give me a call today that would be great!  The current thermostat needing replacement is now saying ‘low battery’ so I’m concerned that it will actually stop working shortly 

Markjosephp
Community Specialist
Community Specialist

Hi there,

 

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. I followed up on your case with our team, and I'll get back to you as soon as I receive an update.

 

Regards,

Mark

Hello Darryn,

Good news! You should fully receive the refund request. Technically, the refund will take 3–7 business days; however, if you still see a hold on your account after 14 days, please contact your banking institution.

Let me know if you need anything from me, but you are welcome to start a new thread for any future questions or concerns—we're always here to help!

Warm regards,
Mark