Issue with refund under warranty with Google Nest

[MikeNestHome]

Back in January the heat link failed on Google Nest. The day it failed I was abroad and the tennant living in the property reported the forecast was -5 for that evening. Given the special circumstances with the weather we organised the Google Nest approved engineer to give a fix around temporarily until the new heat link part arrived. Google agreed to cover the cost for this and the cost for fitting the replacement unit when it arrived.  Since submitting the invoices for the refund since January 2024 we have been in a never ending loop where the first line customer service agents email to say they have escalated the refund claim to a higher department and someone from this higher department will be in touch. No one bet gets in touch, we even had a promise within 48 hours within one of the cycles of chasing this.  Despite around 9 requests for refund since January not refund has been given. There is no way to speak to the higher department and the coms between the first line customer service and the higher department is on an internal messaging system, no matter what communication you have with Google nest support there is no way off the endless loop of being told by the first level service department that they are sorry that a refund will be processed but it needs to done by the higher department and that someone from the higher department will be in touch. It’s crazy that a company can be allowed to continue to operate a service in the UK in this way. Appreciate anyone who has any solution to this. 

[alejandom]

This sounds frustrating! Here are some steps you can take to try and break out of the loop and get your refund for the Nest heat link repair:

1. Gather Documentation:

   • Make sure you have copies of all the invoices for the repairs, emails from Google agreeing to cover the costs, and any communication with customer service about the refund requests.

2. Contact Google Nest Support Again:

   • Explain the situation calmly and clearly. Briefly reiterate the urgency due to the failing heat link in cold weather and the previous agreements for a refund.
   • Ask to speak to a supervisor or manager who can escalate the issue beyond the first-line representatives.

3. Request a Reference Number:

   • When contacting support, ask for a reference number for your case. This helps track the issue internally.

4. Consider Alternative Communication Channels:

   • Check the Google Nest website or app for a "Contact Us" section that might offer options beyond email.
   • Explore social media platforms like Twitter. Sometimes companies are more responsive on public platforms.

5. Mention Consumer Protection:

   • If all else fails, politely inform Google Nest that you might consider filing a complaint with your local consumer protection agency if the issue isn't resolved.

Here are some resources that might be helpful:

• Google Nest Support: https://support.google.com/googlenest/gethelp?hl=en
• UK Consumer Rights: https://www.citizensadvice.org.uk/consumer/

By being persistent and documenting everything, you should be able to get your refund processed.

Regards, 

Mario. 

[MikeNestHome]

Thank you for taking the time to offer the suggestions Mario.  It seems they wish to refund via Payoneer which is for businesses.  I have written back to google to let them know the first question asked upon sign up is about your business and they really go into the weeds about what kind of business etc.  This refund is purely a domestic refund to me as a residential customer with no link to refunding a business.  All very strange and not well thought out at all by Google.  What is going on here?

[alejandom]

Hi @MikeNestHome 

I'm really sorry that you are having this type of issue. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Regards, 

Mario. 

[MikeNestHome]

[MikeNestHome]

Zero progress they told me it is escalated to some management team and the wait continues.  This is where I was at before, just going round in a never ending loop.  Why are Google only giving an option to pay the refund via Payoneer, a payment carrier for businesses not for personal expense as is the case with my outgoings for their faulty heat link.  What is going on at Google ???