My Nest thermostat developed a W5 error and Google asked me to send it back. They promised a replacement within 10 working days. Their warehouse acknowledged receipt of my return on 19 July, but since then I have heard nothing from them.
I have contacted customer support numerous times this week but each person lies (and admits the previous person lied). I have been told several times my replacement has been shipped and will be with me in 2 working days, only to then be told that it hasn't been shipped and no one knows when this will be!
I am now stuck. Customer service say they have no idea what is happening. They have escalated it 3 tiers up, and only the 'higher team' know anything. But it takes this higher team 24-48 hours to reply to emails from customer service. You could not make this up!
Right now I have no news, no replacement and no idea what is going on. And it's now over the 10 working days quoted. How can I escalate this beyond the USELESS and lying customer 'service' call centre in the Philippines? They won't help and I am going round in circles.
Also sick of having to turn the heating on when I want hot water in summer!
There must be someone higher up who can help.
