Re; re; thermostat locked

[Mulligan1]

So 9 weeks ago I posted that my thermostat was locked, I don’t know the code and had not installed the app. Various community specialists offered to help, I submitted a form to google nest help desk and was told I would be contacted by email. That never happened so I started a new thread, went through the same procedures and submitted another form to the help desk. When that was unsuccessful I submitted a third form with a gmail address. Still nothing. I have now opened a new profile under that gmail address to start this latest thread. 9 weeks after flagging the issue, I still cannot control my central heating. 
mulligan1

[Jenelyn_O]

Hi Mulligan1,

Thanks for letting us know about this. I'm sorry for the trouble this may have caused you. I'll make a follow up of your case to our support team and get back to you once I receive an update. 

Best,

Jenelyn

[Markjosephp]

Hi there,

I wanted to ensure that everything was covered here.

Thanks for assisting, Jenelyn.

@Mulligan1, we sent a follow-up to our team, and we're sorry if it took a while, as the initial email you used for the form wouldn't allow us to send an email. But no worries; please check your email from time to time for the next steps, and I'll leave this thread open until you get assisted.

Regards,

Mark

[Mulligan1]

Thank you both. I’m booked in for a phone call on Sunday to talk me through unlocking the thermostat via the pc. Will post again whatever the outcome.

M

[Markjosephp]

Hello Mulligan1,

Sounds great! I saw an email confirmation for a scheduled callback for you this Sunday. So please keep your lines open and check your email as well for any updates.

Best regards,

Mark

[Mulligan1]

Well, I’ve stayed in all day and the phone never rang. No emails, no communication of any kind. Week 10, still no further forward. Very disappointed, 

M

[Markjosephp]

Hi Mulligan1,

I'm sorry for the experience. A scheduled callback has been set for you with our upper team. So please keep your lines open, and I'll close the thread within 24 hours since a case has been created for you. Feel free to respond back to the email for any updates or requests.

Regards,

Mark