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How do I log a complaint against Nest

millou
Community Member

I had to get a new heating system 2 years ago and they gave me a nest thermostat. 2 weeks ago, it stopped connecting to the internet, I tried to troubleshoot, but was forced to call. They said there’s an error message and the thermostat is faulty. They will get me a new one! They explained a couple of options, obviously not good enough because they sent me an email with the return labels. I waited a week and a half for the new one to get here so I could send the old one back…I called again. They said that I picked the standard method, which is to send my old one back first and when they received it, they would send me the new one. I could of picked the “expedited” method that is that if I gave them my credit card, they would authorize $220 and send me the new one then would give the money back when they got the old one. I decided to send the old one back, and finger crossed that it wouldn’t get below freezing here in Massachusetts. I sent it back on Monday, 11/1..then received it 11/3…I contacted support on 11/5 they said that I would receive an email with tracking info within 24-48 hours. Ok….now it’s 11/7…no email and I reached out yet again and now they tell me that I will receive an email with the next steps. I asked what does that mean, she repeated the same line.  I am so freaking cold in my house!! I will never ever buy anything that has a G next to it again!! 

19 REPLIES 19

Frustratedddd
Bronze
Bronze

When you have found this answer out, PLEASE post on this forum.

Logging a complaint on the feedback is pointless, emails are pointless, phonecalls are pointless, Google just HIDE, and hope the problem goes away.

I have had this issue for about 6 weeks now, and ALL of the Google staff are ignoring my emails, will not explain why they will not return my item, and when on the phone, will NOT put me through to a senior staff member. This forum is useless, as not one single Google person can help. or won't. I have asked help from a Google member on here, and now he NEVER replies, do you Brad?

Good luck, and I hope you get what you are looking for.

I need help, I am currently going through the same thing and it’s been like three months, who can I talk 2.. 

EdwardT
Community Specialist
Community Specialist

HI JosephG,

 

Thanks for posting. I'm sorry to hear about your experience. Could you share the case number of your interaction with our team so we could investigate further?

 

Thanks,

Edward
 

@JosephG- Good luck, I have been waiting a year now, and still nothing!

Google will deal with it if they feel they want to, or if not your out of luck.

You cannot complain because they make the rules, and getting hold of anyone who can help is a joke.

Keep trying you may get lucky.

EdwardT
Community Specialist
Community Specialist

Hi Frustratedddd,

 

Thanks for letting us know. Do you also have a case number from our support team? I'd love to know more about this.

 

Thanks,

Edward

@ EdwardT, with the greatest respect you will never change Googles way they treat users, and by looking into my case like many others have, and FAILED, sadly I would expect the same answer from yourself!

After so many months, I still to this day have not received my item back, and have given up. Google have my doorbell, and I will never see it again. Over a year now I sent the item back for repair.

Below is ONE of the posts I started, and that was looked into by one of your colleagues who didn't even bother to reply. Have a read, you may be surprised by their attitude.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Brave-Google-Senior-Support-Needed/td-p...

How we getting on Edward with your investigation to return my doorbell from Google?????

Surley your not going to let me down, and just hide away like the others???

Hello Edward!!!!!!

CAN YOU HEAR ME??????

NOTHING!!!!

GarrettDS
Community Specialist
Community Specialist

Hi there, 

I'm so sorry to hear about the negative experience that you have had with customer service and with Google in general as that is not what we want for our customers. 

 

If you can provide me with the case ID that you have, I'm happy to escalate this to our highest tier of customer service to have them reach out to you. 

I look forward to hearing from you. 


Best regards, 

Garrett DS

millou
Community Member

 8-785000032028

7-2171000032443

 

 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thank you so much for providing that information. I have sent this to our highest tier of support and they should be reaching out to you soon. Again, I apologize for the frustrations as this is not the experience that we want for our customers. 

Please let me know if you have any other questions. 

Best regards, 
Garrett DS

millou
Community Member

There are probably more. It’s been 6 days since they received the damaged one and still no confirmation that they even received it 

I take it your comments are not aimed at me?

I have been waiting for a honest answer for 7 weeks now, as my replacement promised on the 24th September 2021

How you can write the following: ''negative experience that you have had with customer service and with Google in general as that is not what we want for our customers''

I find that an insult, as after contacting about 14 agents including one senior agent ''Karen'', NONE have given a reason why they have not returned my item. NONE of the agents will answer emails, or return calls. They have just shut the doors, and will not explain what has happened.

This is the reply from one of the Specialist on here:

After looking into this further with the team, it seems we've provided as much help as we can here to address your case in question.

What sort of answer is that?

Meanwhile Google have my doorbell, and I have nothing, is that right as a customer experience?

Tish
Community Member

We are in the process of taking out all of our nest products and posting our story to face book and all our social media platforms.  I have never seen such terrible customer support. Worst company EVER!!!

I don't know what you mean, Google bad???

Just look at Trustpilot, they managed to get 1 star there, having said that you can't give minus!!!

https://uk.trustpilot.com/review/nest.com

Posting on either platforms will be pretty pointless, just look how long the Trustpilot reviews have been going on, people are still buying Google.

Skos007
Community Member

Nest Tech Support is horrible. I just bought my 3rd nest thermostat and I'm trying to install it with a text support agent. I asked to speak to a different person because I couldn't understand her and she started yelling at me. 

 

Where can I lodge a formal complaint?

JosephG
Community Member

3 months waiting for a thermostat, with air conditioner because I sent my google nest thermostat in to get a replacement, who can I talk to..

Finnerty
Community Member

I also would love to complain to google about their customer service, I have a brand new thermostat gen 3, and I have a google engineer installing my thermostat, after doing numerous continuity tests we found that the heat link is failing to provide low voltage power to the thermostat. speaking to customer service with the engineer, he did not want to know the engineer's thoughts or his google info so we went through 30 mins of troubleshooting and photos for him to belittle the engineer and me, then hang up and then 3 hours of conversation and a sarcastic lady saying what's wrong you have heating so what problem. I have expensive pre-installed wiring coming out my walls with no thermostat connected to it due to a faulty heatlink.

power is provided, T1 + T2 show zero 

My engineer had to leave as he was getting nowhere with them, sad because he is £150 an hour trying to rectify a £200 product.

case number, 6810000032836

Keithdukes
Community Member

I agree when you find an answer please advise. Dealing with poor customer service now. See below. 

On March 25th I had my thermostats replace under warranty. I received the new thermostat on March 28 and used the label emailed to return on March 29th. I took the package in to FedEx location in Hoover, Al. The representative had an issue scanning the label. She called over her manager and he keyed something in and a labor printed. She placed the label over my label. Another label printed and she placed that one over the one the manager printed 2 weeks later I received an email from Google stating they had not received my thermostat. I contacted Google and was told I needed to contact FedEx. I was told by FedEx that I could not create a claim Google needed to. I was told by the manager at the FedEx location they were not responsible once packages are dropped off. As of today

Per FedEx, Google has not contacted them. 

Each time I call in to Google Nest and keep getting the run around. 
I ask to speak with a manager and every time the managers are busy. (Ex Randy and Frolan)

Can anyone assist me on getting a contact email, address, or number to corporate so I can get some assistance?

This has been going on since March 2023