Last week my Nest system heat link broke. Google verified that this was the issue and offered to send a new one as long as I returned the old one to them and stated they would pay to have it installed.
In the meantime I instructed my electrician to install a new unit that I purchased in order that I wasn't left without heat for 5-10 business days while the new unit was sent out. As expensive as this was, I thought I could keep the new heatlink as a spare in case it broke again (they don't seem super robust).
All was well until I tried to get reimbursed the money for the install. Google replied stating that because the invoice didn't say "replaced heat link with one sent out by google" they could not install it. The invoice said "replace broken nest with new" so the fact that they want an oddly specific wording is very strange.
I find this absolutely outrageous as this was never told to me as a term and condition.
Upon complaining to "senior support" I was met with deflections and outright lies. As soon as I mentioned consumer rights they just say " can't comment on legal matters" and "this is a good will gesture so we can retract it for any reason"
I am absolutely disgusted with how I have been treated by google and want to know if there's a way of getting to a level of support beyond "senior support". This is classic tech company nonsense but I have had enough of being treated like I am stupid and lied to in a way that no in person retailer ever could or would.
Anybody got any ideas how I can resolve this?
