I am on my fourth heatlink replacement now. The last replacement that was sent was even immediately faulty, discovered by the nest engineer that installed it and had to come back several hours later as it left our heating on at full and you couldn’t turn it off or reduce the temperature.
Google will say they will refund you the cost of the engineer, which requires at least two visits. One to fix a temporary switch so you can have heating and hot water, the other to then install the replacement heat link.
It takes way longer to receive the refund. About 4 months and it takes a lot of chasing by email with disappointment and promise breaking each time by Google.
They ignore you. Pass the blame on other departments. Send templated email responses saying it’s a gesture of goodwill, suggesting that they’ll pay it whenever they want. Forget that you are out of pocket. Google are doing you a favour that they correctly pay the costs for what is publicly now a faulty product.
my current email chain is about 78 emails back and forth. My last 5 emails over 3 weeks are being ignored and not responded to. No one will call you. No one will take ownership and attempt to have your money refunded to you. They will lie to you about when your money will come through.
Beware.
I don’t post items like this online. I’ve kept my frustrations in the emails back and forth but the public post admitting there is a fault will mean more people in the same position as me.
Shame on you Google and nowhere near a level of customer service you should be providing your customers.
