Still awaiting reimbursement

[Alpha18]

Is anyone else fighting an uphill battle trying to get any reimbursement from Nest? 

My heatlink completely died in November (less than a year after purchase). I was told by support that they would send me a new one and they would cover the cost (up to £100) for an engineer to install a temporary unit until the new heatlink arrived, then a further £100 for installation of the new unit. 

I submitted claims in November and STILL haven't received any reimbursement. Ice had to chase support at every step and was eventually told before Christmas that I was on a 4-5 week waiting list to be processed.

The latest contact I've had, after again chasing them at the end of January, is that my reimbursement is still being considered and that any payment is a gesture of goodwill and was never guaranteed. If they had told me this at the start I would have just returned the unit to the retailer for a refund and used the money to buy a Hive.

[DragosC]

Hi there @Alpha18,

Thanks for letting me know. Could you provide me please with a case number so I can check on what happened? Keep us posted. 

[Alpha18]

Can I DM you rather than posting in an open thread?

[DragosC]

Unfortunately not, but, you can contact our live support team or social media team where you can send DMs for inquiries. 

[Alpha18]

I make regular contact with the support team to chase this up. I either get a rude response telling me to shut up and put up, or I get put through to the same "senior agent" who has been telling me I'm on a 4 week waiting list since December and has now decided that the reimbursement is a gesture of goodwill and they can decide not to pay it if they feel like. 

A shockingly poor level of service. 

[Frustratedddd]

Alpha18 Can I ask a silly question please, as this issue comes up time and time again on here?

You say the Nest was purchased less than a year ago, why did you not ask the retailer or installer to sort the problem out rather than Nest?

I am just shocked at the amount of problems people are having with this refund from Nest.

Sorry for your issue, as I have been in a similar position, and wondered why you chose this method.

[Alpha18]

As a system fault the first step is to contact support, who in this case offered a replacement and reimbursement for out of pocket expenses of having it fitted by a professional. 

The installer can't do anything with a dead unit. 

I wish I had gone to the retailer. Had Nest support said that they'll send a replacement but never actually reimburse me, then I would have gone to the retailer for a refund and purchased a different product. While I'd have been out of pocket for the installation of a Hive (or similar) system, at least I'd have confidence in the hardware and support. 

[DragosC]

I got that, but since it's been escalated already to them, there's nothing much I can do here on the forum, since the contact is already registered in our system. I'll kindly ask you to follow up on the emails or contact them as you would get a resolution in a more timely manner. 

[Frustratedddd]

Yes, and that's where most people are going wrong. The installer is responsible, as they should replace or repair the unit. Here in the UK we are very lucky with consumer law, and the installer/retailer are the first port of call not the manufacturer. Nest have a 2 year warranty agreed, but your rights here in the UK go much longer than 2 years.

You are correct, a dead unit may not be able to be repaired by that installer, but they have to replace for you in that case less than a year old.

[Alpha18]

The installer isn't responsible for replacing the unit. They are a third party, it wasn't purchased from the installer. And the retailer isn't responsible for covering out of pocket expenses causes by faulty hardware. 

[DragosC]

Since this is an already escalated situation, 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!