Google Nest Community

Tgreen · ‎11-03-2021

How do I log a complaint about your customer support staff?

GarrettDS · ‎11-03-2021

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

Tgreen · ‎11-03-2021

I would really appreciate that. The service received so far is poor at best, having to explain over and over only to be told they are not going to help is infuriating. My current case id is 2-3665000032036.

My nest thermostat has been installed for approximately 6 months, all working fine until Saturday when the house just started getting hotter and hotter and hotter. I’m a heating engineer, I picked up my multimeter and set about finding the fault. I quickly found that the heatlink had a permanent 240v output to the heating on connection despite the heating being switched off. So I have a faulty heat link. I’ve now contacted technical 3 times, the first was before work and I had to end the chat as I had to go to work. The second was with Diana, she went through testing over a 2 hour online chat to tell me there’s no fault and she ended the chat and promised me an email response, I’ve not received an email. Then a chat this evening with Ladislau who once again got me testing all the things that Diana asked me to test. Another 2 hour chat ended with him ending the chat saying he will email me, at this point my blood is boiling!

I know the fault is with the heat link, I have isolated the heatlink from the heating system and still have a permanent 240v on connection 3 or the heatlink (heating on) when it should only be one live when there is a heating demand.

All I am asking for is a new heatlink to be sent to me so I can restore my heating. We are currently having to turn the boiler on and off at the fuse spur to start and stop the heat, something I fear is going to damage the boiler.

You need to look at the way your support is run, at the moment it’s a terrible terrible service that causes anger to the end user. The two agents I have dealt with didn’t want to help or didn’t have the knowledge to help, it was clear they went through a tick box checklist and when there wasn’t a box to tick they ended the chat.

Nest thermostats are almost £200, that’s a premium product at a premium price that is currently coming with budget customer service.

As an installer I’ve recommended and installed 100’s of nest thermostats, I can assure you on the current experience I will not be recommending them anymore.

At a guess a heatlink costs around £20? All this hassle for a £20 part.

I look forward to your response

GarrettDS · ‎11-04-2021

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

Tgreen · ‎11-05-2021

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

DragosC · ‎02-11-2022

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!

JMH · ‎12-30-2021

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.

JMH · ‎01-27-2022

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.

DragosC · ‎02-10-2022

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.

disappointed_ · ‎02-10-2022

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-...

disappointed_ · ‎11-16-2021

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.

leecollings · ‎01-27-2022

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.

disappointed_ · ‎02-10-2022

https://europa.eu/youreurope/business/dealing-with-customers/solving-disputes/european-small-claims-...

DragosC · ‎02-11-2022

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!