How to make a complaint about Nest Customer Support.

[DanielLO]

Hi,

My Nest thermostat link broke, which I understand is a common issue known to Google, as the links are defective. The same installer recommended by Google, who initially installed the system, came to replace the link after I called him. He eventually replaced it with a Google replacement. The total cost for these services was £230.

Google customer service assured me that I would receive a refund. However, after months of useless conversations with various CS representatives, nothing has happened.

A customer service representative on the phone then instructed me to open a Payoneer account. I did so and submitted my account details, but still, five months later, no refund has been sent to me.

This is the worst and most misleading customer service experience I've ever faced. I am tired of the lies and false promises via phone, chat, or email. No one seems to know what to do, yet they continue to provide me with incorrect information.

For this reason, I would like to file a formal complaint against them. I hope someone can help me either get a refund or escalate this complaint properly.

Thank you.

[RAnson]

Gosh I have the same issue it seems. 😞

[jenniffert]

Hi there,

Thanks for reaching out to the community! I'm sorry to hear about your experience with your Nest thermostat and the Heat Link. I'd be happy to help you with your inquiries regarding the refund.

To better assist you, would you mind sharing your case number?

Please keep me posted.

Best regards,

Jenniffer

[DanielLO]

morning 

thanks for offering help.

here is my case number

8-5088000035545

I also have a Payoneer account. Yet the customer service does not even want to acknowledge it. 

regards

[jenniffert]

Hi @DanielLO,

Thanks for following up! I really appreciate you doing so. I see you've already opened your Payoneer account to go fast during the process.

I'm checking on your case number and want to confirm if you were able to register your account using the URL in your email. If not, please check for the instructions in your email and follow the steps provided.

Please let me know if you have any more questions.

Best regards, 

Jenniffer

[DanielLO]

morning, 

my account is linked to the email address that have had months of correspondence with you guys. 

here is the Customer ID: 79522639 as well. 

what else do you need?

regards

[jenniffert]

Hi @DanielLO,

Thanks for the information. I apologize for all the inconvenience caused during your Payoneer account registration.

After checking your case, I see that an agent is already handling it via email. I recommend keeping an eye on your inbox for their next instructions.

Please let me know if you have any other questions.

Best regards,

Jenniffer

[DanielLO]

good morning Jenniffert, 

The CS representative had the wrong amount, it has been now updated, 

Waiting for the funds to arrive to the Payoneer account....

will keep you updated. 

[DanielLO]

nothing 'upcoming' as per now....

[DanielLO]

Morning Jennifer,

The google customer service is sending me the correct amount, and in USD instead of GBP. 

Time and time again I've provided the invoices from the Google Nest representative (that first installed the device then repair it), yet Google customer service is refunding me a random amount instead of the amount show on the invoices. 

Why is this? 

How hard, annoying and frustrating dealing with Google can be?

[jenniffert]

Hey @DanielLO,

Thanks for letting me know. 

I understand how frustrating and inconvenient it can be. Unfortunately, I truly don't have the means to help with the billing issues here in the community. If you're noticing discrepancies in your case, please advise the agent you're working with via email; they'll be able to provide further assistance.

Let me know if you have any other questions; I'm here to help!

Sincerely,

Jenniffer