Sent wrong product - Refusing to refund - Customer service is appalling

[rhystjmorgan]

I am at the end of my patience with Google and their support team….

I am now on my 4th Nest Thermostat.  Google are refusing to take responsibility for messing up order after order, and are now refusing to arrange a refund.

Every WHITE Nest thermostat I have received has broken (either loss of Wi-Fi connection or connection to the Heat Link), and when the most recent replacement was sent I ended up with a Silver variant – that I didn’t ask for.

I have now concluded that the problem cannot be solved by the useless customer service team, and therefore has led me to request a refund - Google are refusing to do so, even though they have sent me an incorrect product.

Customer service have promised to escalate the issue over 5 times, and I have never received the phone call from a senior manager I have been promised

Worst customer service I have ever experienced

[aperezdeleon]

Hi there rhystjmorgan,

Thank you for reaching out and letting me know about the difficulties you've been facing with resolving your case. I understand how frustrating it can be to feel like you're going in circles.

This isn't the experience we want you to have with our products. To help us find a solution as quickly as possible, would you be able to share any numbers associated with your case? Once my team has that information, we'll investigate further and work towards a swift resolution for you.

I appreciate your understanding.

Regards,

Angel.

[rhystjmorgan]

Hello,

Case numbers are 8-4606000035823 & 5-7146000035453 & 0-2477000036318

thanks

[aperezdeleon]

Hi rhystjmorgan,
 
Thanks for getting back to me.
 
I've just had a chance to review your cases. A member of my team will reach out to you as soon as possible to get you a proper resolution.
 
If you have any further questions be sure to let me know.
 
Regards,
Angel.

[rhystjmorgan]

Still nothing from Google.

History repeats itself

[aperezdeleon]

Hi there rhystjmorgan,
 
Thanks for shedding light on this.
 
I understand that waiting for a response can be frustrating, and I truly appreciate your patience. I'm going to check with the team diligently once again to address your request as quickly as possible.
 
I apologize for the delay. Thank you for being so understanding.

Regards,

Angel.