Thermostat learning next overheating and a fire risk

[Sjmrdeadman]

How do you contact the complaint team at google nest?

I have spent the last 28 hours with google customer care regarding our new nest thermostat which is over heating shutting down and becoming a fire risk. This urgent matter has been passed pillar to post promising that a specialist team will get in contact. We are still waiting after all this time. We have fully warranty and just need a new device to put the heating on however they seem reluctant to help us even with such a dangerous faulty device.

[Frustratedddd · Accepted solution]

OK, one good thing you are in the UK.

This is what I would do ....The installer is 100% responsible for the thermostat NOT Google, do not take any nonsense from the installer. They are just getting out of doing anything, and more to the point spending any money. THEY are responsible to fix the thermostat, and if THEY suggest it's dangerous, well tell them to get it sorted NOW.

Your rights in the UK are more than you know by the sounds of things, and you are covered under consumer law. [Look it up it covers everything you buy]

This forum is just a community one, and yes there are Google Reps, but your cover is far better than Googles 2 year warranty.

Please do not waste your time waiting for anyone on here to help, just get the installer to sort this issue out now. They rushed out when you mentioned a possible fire, they may have installed wrong!

You installer warranty will cover you up to about 5 years, but the first year is a no argument warranty they HAVE to repair or replace, NOT Google. They will not tell you that, but it's the law. The other thing people just will not grasp, if Google replaces the thermostat, the installer can say it's not the unit they installed.

UK Consumer Law

1. Fit for purpose

2. Last a reasonable length of time

3. Be of reasonable quality

Think about all that and I hope you make the right decision - Good luck

PS, I am not anything to do with Google, in fact I despise their attitude at times, so please do not think I am defending them, I am certainly not. I just hate installers passing the buck when they are responsible.

[Frustratedddd]

From what you are saying, I would demand the installer/purchaser to get this sorted out.

Why wait for Google for an item that is faulty dangerous?

The installer is the responsible person here.

[Sjmrdeadman]

Hello, we had the installation team over to check and they directed us to nest support team as we are within warranty and it’s a device fault. The Neat Thermostat overheats and shuts down off the wall mount. The installation company acted very fast and came out highlighting to tell google support the urgency to change the device under warranty they even gave us the google warranty link and and the forms to fill out but then we have hit a brick wall with google support. They keep saying someone will be with us in 24 hours and it’s now been 48 hours and still no contact?  We been passed around every department and everyone passes the issue on saying will be in contact ?Apparently we need the specialist team who can approve a replacement as everyone we speak to doesn’t have the authority to issue a replacement device? So frustrating … will keep trying.  Does anyone know of a complaint/concern team to contact at google support if this issue happens to anyone else perhaps in the future with a seriously risky device they have a channel/pathway to urgently to change the device. I am assuming google don’t want to recall a possible batch of Nests but this one has serious potential to combust. Please help! 

[Frustratedddd]

I think you need to step back a little here and look closer at the issue. You say you are in full warranty, which means I assume you are in the 2 year Nest warranty? You do not say where you are located ie UK or USA etc.

The installer who rushed out to see you will obviously point you in the direction of Google, they then don't have to do anything!!! The issue here is as you say a fire risk. WHY would any reputable company walk away from an install they did, and not repair the fault if it was a fire risk? They are responsible for the install regardless of warranty.

Where are you located as if in the UK, your rights go much further than a 2 year Google warranty. The installer who rushed out, probably does not realise they are responsible for that install for at least 5 years. Maybe they do, and if Google steps in, the installer walks away from their responsibilities. Where are you located?

[Sjmrdeadman]

Thank you for your reply… we getting more from you than google support has given us over these 48hours plus.

the installation team installs many products nest thermo / hive another company. At the moment we wish we would have gone with Hive which our neighbours have got they get through straight away to a support team when needed.

Our understand is from the documents and experts , Once we sign up to the device the warranty is in our name and the Instruction document says any fault with the device please google supply to get a replacement. This is what we have done even google support said we need a replacement but nobody can authorise this unless it’s a special team…. This team is nowhere to be seen.

the nest thermo device  is overheating significantly on our kitchen table not even connected to anything and then gets so hot it shuts down.

We really don’t want to put it back on the wall mount InCase it combusts.

The nest Thermo upstairs is working perfectly. 

48hours plus and counting no reply from google

support specialist team

[Frustratedddd]

I'm nothing to do with Google or Nest or anything, I just feel users need to know where they stand.

You say Hive would have been better, but look at the cosmetic issue, Hive, I don't think so. Why would you want such an ugly looking thing stuck on your wall?

The so called experts may tell you anything, but it's your rights that are important.

You didn't say where you are located - please say you are the UK?

[Sjmrdeadman]

We are based in the UK. Still nobody from google has been in touch who can authorise a replacement. I guess giving warranty on something doesn’t mean they will contact you to discuss options. Google support have said we can only hope that the specialist team will one day contact us. Maybe…

[Frustratedddd · Accepted solution]

OK, one good thing you are in the UK.

This is what I would do ....The installer is 100% responsible for the thermostat NOT Google, do not take any nonsense from the installer. They are just getting out of doing anything, and more to the point spending any money. THEY are responsible to fix the thermostat, and if THEY suggest it's dangerous, well tell them to get it sorted NOW.

Your rights in the UK are more than you know by the sounds of things, and you are covered under consumer law. [Look it up it covers everything you buy]

This forum is just a community one, and yes there are Google Reps, but your cover is far better than Googles 2 year warranty.

Please do not waste your time waiting for anyone on here to help, just get the installer to sort this issue out now. They rushed out when you mentioned a possible fire, they may have installed wrong!

You installer warranty will cover you up to about 5 years, but the first year is a no argument warranty they HAVE to repair or replace, NOT Google. They will not tell you that, but it's the law. The other thing people just will not grasp, if Google replaces the thermostat, the installer can say it's not the unit they installed.

UK Consumer Law

1. Fit for purpose

2. Last a reasonable length of time

3. Be of reasonable quality

Think about all that and I hope you make the right decision - Good luck

PS, I am not anything to do with Google, in fact I despise their attitude at times, so please do not think I am defending them, I am certainly not. I just hate installers passing the buck when they are responsible.

[Sjmrdeadman · Accepted solution]

I really just want a new device from google rather than the installation company taking this nest and doing what ever with it I don’t think it’s anything to do with the house wiring cause the one up straits works a dream and this nest did work but even with it not connected to anything its piping hot with nothing connected to the device maybe one day we will hear from google team maybe one day

[Frustratedddd]

OK good luck with your quest.

[TudorL]

Hi there @Sjmrdeadman and thanks for reaching our Community. I'm really sorry to hear about your issue, but I'll do my best to help you out. In order to move as quickly as possible, please let me know if you have any case reference number. If not, I will send you an email on the address associated to your Community account in order to create one in our system. 

[UanaC]

Hello there! Just checking in, did you see my colleagues previous message?

[UanaC]

If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community or continue the conversation over here.

 Thanks, Uana.