11-03-2021 12:26 PM
How do I log a complaint about your customer support staff?
11-03-2021 02:00 PM
Hi there,
So sorry to hear about the negative experience that you've had with customer support, as that is not what we want for our customers. I'm happy to help you with this though.
Would you mind providing me with a quick summary of what happened and any case ID's that you might have?
Looking forward to hearing from you.
Best regards,
Garrett DS
11-03-2021 03:04 PM
11-04-2021 03:14 PM
Hey there,
Thanks so much for providing me with that information and once again, I apologize that you have had such a negative experience. We have sent this over to the appropriate team to get this escalated so they will be reaching out to you very soon.
Best regards,
Garrett DS
11-05-2021 04:19 PM
Just to keep you updated, I received this response earlier today. Apparently my faulty heatlink is working perfectly even though it isn’t. I’m pretty sure your staff are doing this to deliberately stress people out. Just to be completely clear, I have disconnected everything attached to my heating system except for the nest heatlink, the voltage still remains on connection 3, there is still continuity between 2&3 when the heating is off, how can this be working correctly??? Tomorrow I am going to remove the nest altogether and fit an old Honeywell room stat and programmer to prove once and for all it’s your kit at fault. Again you really need to sort the support staff out.
Thanks for reaching out to the Google Nest Customer Care Team.
After a consultation with a senior agent, we concluded that the Heat Link is working properly.
The issue can be with the wiring/valve/boiler.
Have a great day.
For your reference your case number is 2-7211000032321. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.
Have a new question? There are lots of ways to get back in touch with us below.
Thank you,
Ladislau
02-11-2022 04:30 AM
Since these are escalated situations that exceed our scope of support on the forum here, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!
12-30-2021 11:15 AM
I have a similar complaint. I was on a chat with "Hazel" who kept asking me questions I had answered already, then would not answer my question on how a replacement would come if one was needed. I am without heat or air with a mid teens cold front on the way. I asked a couple of times for her to give me the details and when she wouldn't, she just quickly cut me off and ended the chat conversation.
I am currently doing what she asked, but am very disappointed she wouldn't answer my simple question.
01-27-2022 02:01 PM
Just a follow up, I finally received working parts, but now they're trying to charge me for the parts even though they received the return parts on time. Their excuse is that they received and "empty box," which is entirely not true, I packed the box myself and included the form they require inside the box. They say they have advanced it to senior folks, but my expectations are low.
02-10-2022 10:58 AM
Hi there all, I'm sorry for any inconvenience our products or agents have caused.
If you want to file any official complaints on our cases, it would be for the best to reply to our emails on the already existing cases with our teams so the complaints can be flagged for review. Based on this situations, we recommend continuing the conversation with our colleagues from the live support team, so as to have all the case information in one place, and reach a resolution faster.
Thank you for your patience and understanding.
02-10-2022 11:06 AM
Hey Dragos, i think its pretty clear we all replied and tried our best... for hours and weeks .
Google with all products they buy only care about implementing various spying devices in our homes. Nest now keeps all info and sends it to google. As for me it's the last google product I use and I'll keep away from it in the future.
for those in need : https://europa.eu/youreurope/business/dealing-with-customers/solving-disputes/european-small-claims-...
11-16-2021 09:06 PM
I have the same experience with the Google stuff at nest. I have a thermostat with 2 more years warranty ( confirmed by nest usa in an email ) . The Uk department , Andrew, refuses to replace it , even if the home / away sensor is never functioning and no reading is registered in the google home app. they even claimed this is a feature. very disappointed to have a google thermostat , looking into getting their uk legal address and go to small claims.
01-27-2022 05:01 AM
After reading this, I think I’m going to go down the small claims as well.
My case is is 3-############2348. I’ve had a dispute ongoing since last year about the Home Away not working properly, and support staff not replying anymore, ignoring questions and refusing to help.
they won’t admit any of their kit is at fault. Worth noting it worked fine before it became Google Nest though…
it’s clear the problem here is Google.
02-10-2022 11:04 AM
02-11-2022 04:31 AM
Since these are escalated situations that exceed our scope of support on the forum here, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!