Refund delays for replacement heat link

[Bodz]

Has anyone successfully recieved a refund for the instalation of a replacement heat link due to a fault?  Seen loads of posts where delays have been experienced but not the outcome. Been waiting since January now and the customer service is a nightmare. Emails ignored and chat disconnected. Any tips would be great

[DragosC]

Hi there @Bodz,

Could you tell me please if you have a case number that we can take a look at? 

[Bodz]

Its 3-8037000032225. I am getting no answers from customer sevice or your complaints area.

[DragosC]

Thank you, @Bodz. I've checked on the case and it seems the case is assigned to the live support's engineering team. For now, they're waiting for a reply from them before replying to you. Even though, since the case has been escalated, the best would be to keep the conversation on the email with them as we can't do much from here in this case. Thanks for understanding. 

[Bodz]

Thanks for your reply, however how can it possibly take so long to refund MY Money!!!! Any update on timescale??

[DragosC]

I'm sorry but that's not something that I know the answer to at the moment. We need to wait for the case to return from the engineering team in order to be able to give you some information. Thanks. 

[Peterwardhome]

They’re absolutely useless - I was told my reimbursement had been processed and added to the list for 17 Jan 22 and I should receive the money 4-5 weeks from then.   Goes without saying I’m still waiting! Just keep getting the same pointless responses to my emails - be surprised if I ever get my money back.  PLEASE DON’T BUY NEST THERMOSTATS - THE CUSTOMER SERVICE IS TERRIBLE!

[Bodz]

Ive been waiting for 3 months now and just get fobbed off everytime.. cant get an answer from anyone other than its being processed!! How are they getting away with this?!

[george_t]

Hi @Bodz,

I'm sorry to hear it's taking so long. I have taken another look at your case, and it looks like our senior colleagues are actively working on it, but there are no updates yet. I'm sure you'll hear from them soon.

[Bodz]

Yes, this is what i was told months ago. Clearly looking at the amount of poor reviews and comments relating to this, you are treating customers like this in the hope they will go away and give up!

[george_t]

I see your point and again, I'm sorry. I assure you that our colleagues will do their best to resolve each situation for each of our customers in the shortest possible time.

[Peterwardhome]

If only that was true! They clearly don’t care at all about customers.  They’re a tech company for goodness sake - how difficult can it be to process refunds that are supposedly already approved! 

[george_t]

Hi @Peterwardhome. I understand the situation and I know it was a long process. Since your case is handled by a higher department, there's not much we can do but to wait for their response. I'm sure they'll update you as soon as possible.

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? How's it going with the case? Keep us posted. 
 

[Bodz]

Hi. I am still waiting!!! And getting no info at all! Nearly 4 months now!

[DragosC]

Thanks for letting me know. From what I've seen it seems the case is already assigned to one of the senior agents. From now on it would be great to keep the conversation on the email with them as they're the only ones that can help you from where you are now.