Case: 3-0240000034935
I have contacted google support over 4 weeks ago in mid December 2023 and reported faulty Thermostat. We went through the troubleshooting and decided that i will receive a new Thermostat and I will send old one back. My card details were taken, in case they don't receive old one and i will be charged which is fair. I was told package has been sent out but i never received any QR code for collection. I called google support who said package has been sent and i should receive it from a location, where i visited so many times upon so many calls to google support. I called DPD who said package has been lost and google should do investigation and i have made so many calls to google again. I hear same story and it takes at least an hour on each call but i am given same answer that i should collect from this location. It's winter and i have kids which made worst to live without heating. I have also been charged £140 and still have no new thermostat and it's -6 today. The support team has told me that google is doing investigation in last 2 weeks ago and i called today and nothing has been done. I am told again that i should collect package from this location again. I have been told same story and given same answer that google will do investigation and i will hear back. This was told to me last time and nothing happened. I spent 2 hours today again. I don't know what to do as i am going in loop. This is big scam run by google and have taken £140 from me with not working thermostat. I don't know how long, i will be keep calling like this. Can anyone please help? what should do here for next step?
Thank you
