Refund

[MichaelW]

We are still waiting for are refund the 45 working days are up . After a number of calls still waiting ,just getting fobbed off

[MelbaDT]

Hey MichaelW, 

Sorry to hear that you've been waiting that long. I want to get into the bottom of this. 

Could you provide the case id of your interaction with our support team so I can have it reviewed? I'll look forward to your response. 

Best, 

Melba

[MichaelW]

No still waiting for are money been told another 3 weeks just fob off  will be a court action next 

[Peterwardhome]

I’ve just been advised they are currently dealing with requests from 20/12, see email below 

Thanks for reaching out to the Google Nest Customer Care Team,

Mike here with Google Nest Senior Support. Thank you for your email.

I can understand it's frustrating, however our Finance Department is the only team in charge for the refunds to be processed. These delays are due to higher than usual volumes of requests this time of the year.

The requests for technical visit reimbursement have to go through three stages of approval, as this is considered a goodwill gesture and offered by Google at the company's sole discretion, so we do not have the option or tools to reimburse the cost directly from our end. Since the reimbursement list applies for all Google products and there are higher volumes than normal at this time, it may take longer than expected.

Please note that we are trying our best to help you in this regard, and we are sorry that due to high demand we were not able to process the refund in a satisfactory time frame. 

You are still in the queue though, and the request is pending, no worries, but it may take a bit longer. The Order Management team confirmed for us that the reimbursement requests from the week of December 20th are being worked on as we speak, considering your request is present in the reimbursement list of January 17th, they should reach it soon. Once they manage to process it, it will take 3 to 10 business days for the amount to be visible on your account, depending on the banks' processing time 

We apologize for any inconvenience this delay may have caused, and assure you we are working on processing your request as soon as possible.

[DragosC]

Thanks for letting me know all,

I've checked the cases that are open to our live support team and it seems they've all been escalated to our senior support team for various review reasons and they're being worked on and investigated at the moment. There's nothing more we can do here more than what they already do. 

I apologize for the inconvenience that the situation has caused. Please check your emails and reply to their emails or wait for them to email you. 

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!

[Peterwardhome]

Same here - fed up of emails and pointless replies where Google unable to give a specific date for the refund.  How can it take so long - are their products so bad that they can’t cope with the volume of refunds? 

[MelbaDT]

Hey Peterwardhome,

I understand where you're coming from and I'm sorry if you feel that way. Could you also provide the case id of your interaction with our team so I can follow up if necessary?

Best, 

Melba 

[tristangbailey]

I have been waiting 4 months and still no idea what the issue is in getting a refund. The calling team are obliging and apologetic but they have no power and for some reason you can’t speak to management. I posted a post here yesterday morning and amazing to see you guys have had a response and I have not? Is it bad management or is it personal? During this time another heat link has failed so I wonder how many months it will take to get that refund back! They took the money out straight away for the heatlink funnily enough. 

[Peterwardhome]

Thank you for your reply - case I’d is 7-4513000031980. Hope you have more luck than me trying to get anywhere. Google are the worst company I have ever dealt with for customer service and I will never buy their nest thermostat products again!