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Refund process is

Vinny1
Community Member

When the Heat link gone down on June , its was replaced by Nest with a refurbished one, installed by qualified technician recommended by Nest. In a month its gone faulty. The process is I need pay for the installation and nest will refund, sound easy ( !!!But its really not). for this first installation it was some how ok after few follow ups, I received the check in couple of months. Now they replaced the refurbished one with new one on August, obviously refurbished wasn't great. 

Now the problem starts, many emails, chat , calls to the customer care ( min 30 minutes) to get the installation money back is still not happened. They changed to process to so called easiest in the alien world to use the google pay, and was setup by the customer care person while I was in phone call. After couple of months it didn't happen, follow up again--- promised this will be for sure dealt immediately, not happened, followed up again in December. another checking for 30 minutes, and promised!!!, nothing happened again. I am still fighting to get my money back from ( in my proper expression) useless, incapable customer support , just says the default word and nothing happens. Now I lost any hope in this customer support. I am taking this to any consumer front that can help me like ombudsman or what ever. Wondering if there are more people like me and the nest is holding the money for a long period!!!!!!!!! that's not a fair business at all.

Case ID [5-############1573] if at all seen by any Nest support Team.

11 REPLIES 11

Frustratedddd
Bronze
Bronze

Good luck with Google, as they are a rule to themselves!!!!

I have been waiting since September 2021 for them to return my doorbell. Still waiting, now given up, and they have the bell still. The Google connections on here are as good as useless, as they just follow like sheep.

By the way it's not really the normal support people, it's the clowns above them - ''Senior Support''

Sad, but Google hold the cards!!!

CristianC
Community Specialist
Community Specialist

Hi there,

Thanks for reaching out. I'd like to look over your case and see what happened. Can you tell me your case number?

Vinny1
Community Member

An Update!!!

Reply from customer care " 

"""but unfortunately, there's nothing we can do until your request is processed, as there is a queue on the refund lists due to the very high volumes at this time. 

The reimbursement in the amount has been processed on the 27th of December and should be confirmed received in ############ business days not counting bank holidays.""

well its 6 months already and this is the typical 4th promise and want me to believe it???. Clear mistake at their end don't have sympathy to even apologies. 

Can the google support team tell us the maximum refund time with in which if hey don't pay, what will the consequences written in the policies. If the customer don't pay the money  we are legally made to pay the penalty for it for sure. Clever and shame. 

 

 

 

Now you have Cristian on the case, you must feel really at ease now!

CristianC
Community Specialist
Community Specialist

Hey @Vinny1. I'll look into it and make sure we get this resolved for you. I cannot see the case number on your original post. Can you post it again?

Hey CristianC, let’s hope this time there was something in the box!!!!! Remember the last time you looked into a problem , and the user was accused of sending an empty box???  That user lost their thermostat.

Hey @Frustratedddd. The answer to your question is no. There was nothing in the box. You don't have to return your faulty Heat Link with the current replacement process. 

Vinny1
Community Member

Hi Cristian Case ID is 5-############1573

Vinny1
Community Member

Hi Cristian, what happened with your magic wand, its still the same. Now its February it means 6th month. 

Are the Nest paying their employees to hold the customers money so they can pay them, sure they are doing the job right.

DragosC
Community Specialist
Community Specialist

Hi there, @Vinny1

 

Should you need any detailed help, please contact our live support team and provide them with the case number so they can check on it for you. 

 

DragosC
Community Specialist
Community Specialist

We're going to close this thread. Should anything else come up, please open a new thread. Have a good one!