How do I raise a complaint about the absence of customer care?

[Badrogh]

I have been forced a Google Nest device upon my landlord changing the combi boiler. Would not have chosen this tech considering the number of bad reviews.

Anyway, started having Wi-Fi and Bluetooth connection issues after just 3 months of using this 3rd generation Thermostat device. Got in touch with support who send me RMA details. It took me about a week to send the device back as I had to be inventive to print the stickers only provided by email (no, I don't own a printer). RMA sent, and came back to my house 2 days later as carrier refused it despite masking all labels and using the hard card box received with the replacement device. I contacted customer care service immediately, explaining that the RMA was obviously expired and that I needed a new set of stickers fast before they charge me £139. No answers. Sent an email daily, only had an answer after 5 days still without details about new RMA.

Now I have been charged £139, for a device that ironically still have Bluetooth connectivity issues (at least Wi-Fi works so I guess that's a win for them?). I have sent several emails since chasing them to get refunded as they clearly failed communicating details to me in time, but the are continuously ghosting me.

Does someone know how to raise a formal complaint so I can get my refund? At this stage I am not even looking at fixing connectivity issues, and will much likely buy myself another Thermostat solution as this Google Nest devices are the worst piece of crap I have seen in a long time.

[Frustratedddd]

Why did you not just use the thermostat as a simple manual one? No tech involved just turn the dial up or down!

Why have you got involved with replacing a thermostat which belongs to the Landlord?

The warranty where your Landlord purchased from is now void. Are they aware of the replacement?

Sorry if I hvae missunderstood your issue, but sounds a strange thing to do.

[Badrogh]

Your comment seems even stranger to me.
Without connectivity to the boiler via the Nest unit, using the thermostat manually or on schedule does not make any differences. Only giving me choice to manually set the boiler on or off.
From your concerns about guarantee, I am guessing you don't now what RMA is. I have contacted Nest Support to replace their non functioning device, that of course does not void the guarantee, and yes my landlords is aware of this.

Anyone else would like to answer the original question about how to raise a complaint about customer care?

[Frustratedddd]

RMA I am fully aware, but from your actions you are unaware of Consumer Law, which now does indeed void your guarantee with the retailer/Installer!

Regarding making a complaint, good luck with that one. Search the forum, and that answer will be clearly answered!

[Badrogh]

Now you got my attention, can you please point me to evidence of me breaking any law or voiding any guarantee by contacting vendor of a non-functioning device and them offering a replacement via RMA?

[Frustratedddd]

I did not say anything about you breaking any law, I stated Consumer Law!

I will not explain Consumer Law, as common sense can work that out with a little searching if you know nothing about it!

Where did you purchase the set, Retailer, Installer supplied and fitted, Google supplied etc., etc.? Not a company name, but from which source?