Nest Heatlink

[Martin-John]

I am yet another one of the many unfortunate people who have bought a Nest 3rd Generation Learning Thermostat for which the Heat Link failed. Given the seemingly number of comments on this product I would have thought a recall or a more painless replacement procedure would be implemented. But no, getting a replacement via the service section which I believe to be in Romania or Poland has been worse than pulling teeth. Many emails from them asking for more information and for copies of invoices etc which had already been sent. It is almost as if the service desk wants you to give up. I have never had such an appalling and painful after sales service in my life. I will not be recommending any Nest products not indeed buying any in the future. Hopeless, in my opinion  both the product and after sales service leaves a lot to be desired. 

[Frustratedddd]

Looks like this is still going well, and you are no further forward!

Perhaps AndaPanda, you can carry on with my investigation, after all my issue only started last year, so early days!

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Att-AndaPanda/td-p/165414

[AndaD]

@Frustratedddd, hi there again

I've tried multiple times to look into your cases but couldn't find anything relevant to help me continue the process. Since the last response was from our colleagues from the Senior Support, they're more like a decisive factor and without them considering that there's more to be done we're unable to find updates and to carry one. That's everything we can do at the moment. I am sorry for this, but as I mentioned before, I would rather not make any promises, especially if there are no news about your case. 

[Frustratedddd]

Here endeth the saga of the Doorbell !!!

Google = 1 - Me = 0

I now have no doorbell, but Google does!

Good luck Martin-John in your challenge ahead!

[Martin-John]

Same score for me, I’ve given up as well. No doubt there are better products with better back up support around.

[AndaD]

@Martin-John, we totally understand that this situation is frustrating for you, but since you didn't reply to our Senior colleague with the requested documentation I'm unable to add any updates on your case. As your case is being handled via email by a higher department, I encourage you to follow the instructions and provide them a diagnostic report. Thanks for understanding. 

[Martin-John]

And I wonder what documentation it is that your senior colleague has said they requested which I did not send? I have sent 5 items of documentation, which included a photo and the diagnostic report you mentioned. Indeed I have had a few request to repeat these items singularly as for some strange reason they seemed unable to process more than one document in a email. It is things like this when dealing with your service desk which caused my added frustration. It also seems, given that I indeed sent a diagnostic report that you are not getting the full picture from your own service desk. I think the time has come now to just agree to differ on this matter and give closure to the whole sad affair. 

[AndaD]

@Martin-John as I really want to try to help you, at least with some updates, please allow me to contact the team who's managing your case to see what else can be done. I'm really sorry, once again for this uncomfortable situation. I will also check closely what else is missing and either will get back to you here or leave a note for them to contact you regarding the situation. 

[Martin-John]

Please don’t bother we seem to just be going round and round in circles with incorrect information being provided and no real outcome. As I said we must now agree to differ on the matter and bring closure to it.  

[AndaD]

@Martin-John, In order to avoid any confusion, I'll still try to find an end to this so we can get back on the track. Thanks for bearing with me in the meanwhile.

[AndaD]

@Martin-John I'm back with some news. After doing some researches, I managed to get in touch with my colleagues and your case was brought to our attention again and I forward it and someone will contact you via email in the next 24h. I can only imagine what you're going through, but as I said, I'll try everything up to my powers to find a resolution. Thanks for patiently waiting.

[Martin-John]

Thank you, I await their email. I’ve had no joy so far with them so we shall see I guess.

[DragosC]

From what I can see here there is a reply to your email. Please check on it. 

[Martin-John]

From what I can see there isnt

[AndaD]

@Martin-John I just had a look and it seems that our colleague sent you an email. Please have a look and reply there, Many thanks.

[Martin-John]

He has indeed, but an hour after you email saying ‘From what I can see here there is a reply to your email. Please check on it.’  

Oh by the way is it really necessary to have a rather horrid looking skull as your name icon, rather distracts from professionalism don’t you think?

[AnaM]

@Martin-John,

I also checked your case and I can see that you replied to the agent handling your case, so now the best thing to do is wait for his reply. If you need anything else in the meantime, feel free to let me know.
 

[AndaD]

@Martin-John, since your case is already with our Senior Support Team, I'm going to lock this thread. Don't hesitate to reach back and start a new one if you're gonna encounter any issues and we'll be more than happy to assist you. Take care and stay safe. 

[Martin-John]

I certainly won’t rethink my decision and from the number of posts in this group I am far from being alone in my opinion of the standard of Nest products and the ability and/or the willingness of the service desk or ‘official responders’ in this group to resolve. As you say your colleagues and yourself are happy to assist, unfortunately this has not been what I have experienced to date. 

[Frustratedddd]

You have to laugh, one week gone, and where are we? Back to the start!