Support is beyond a joke.

[Lets]

I raised a case online only to find that the only actual support communication channels are Facebook and X? I’m then told by the agent not to put my email/serial numbers on social media. I wouldn’t have if I could have continued on a secure website! (like the one I started on before being forced to use social media)

My nest heat link has broken so I can’t get heating or hot water on a schedule. I need it fixed. They give me a form to fill in- back on a webpage, and tell me to put a reference number in the description box. They advise that someone will reach out to me now via email. No one has contacted me via email. I have messaged again on Messenger asking to expedite and had no response. 

It’s abysmal customer service and support. 

Website>Facebook Messenger>website>Facebook Messenger> email. Hardly efficient and breaks at the vital step, when I might actually get some support. 

Who dreamed up this support structure? It beggars belief 

[virnab]

Hi Lets,

Thanks for reaching out to our community.

Thank you for reaching out and sharing your experience. I apologize for the difficult situation you've faced trying to get a working Nest Heat Link. This is not the standard of service we aim to provide, and I want to help you get this sorted out.

I can confirm that a reply to your email was sent on October 7th, 2025. Please check your inbox for a message from us. If you can't find it, please check your spam or junk folder, and feel free to let me know if you are still unable to locate it.

Best regards,

Virna

[Lets]

Yes they responded  by email after being bounced around websites and Facebook messenger. But they are based in the US not Europe and mails were sent at 1am, so it’s a full 24 hours with the time delay before I get the response. Then another 24 hours before I get the next email with the Google reference number. It’s pathetic, and all this time I have no heating or hot water. 
As soon as I get the reference number, I can contact Boxt via their website and am able to book a next day appointment to swap out the unit. Amazing service, Boxt put Google to shame on support and service. Think about outsourcing all UK Nest support to Boxt, they are simply better than Google. 
the Google side of the equation is just pointless delay. Google know the gen 3 nest heatlink has a faulty diode as there was a replacement program, so just let Boxt diagnose the issue and supply the Google reference number as soon as a customer contacts Google. 

[virnab]

Hi Lets,

I apologize that you've been left without heating and hot water for so long due to a slow support process. This is not the kind of experience we want you to have.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Virna

[Lets]

I clicked on the form and it seems you want me to log it in a different system? 😂 This just highlights exactly how bad Google support is. 
I’ve told you what the issues are in detail on this community post as it’s nigh on impossible to contact Google support. There is no phone number. The chat function I tried never worked- I got an error message every time saying something had gone wrong and to refresh the page. 

So the only option to tell you how bad Google support is was to post this thread. I’ve told you the issues, if you wish you can copy and paste them into your form. Be my guest.  I can tell you how to fix your nest support as well- subcontract it entirely to Boxt. Remove the requirement for a google reference number and let Boxt diagnose and then fix the issue. Their support was flawless after I’d got what I needed from Google.