complaint urgent

[18vicaragelane]

How do I escalate an issue that I am having with nest customer services? I have called up several times to chase but so far no progress. I currently have no heating or control of my hot water.  I was advised by the customer services team to get a Nest pro installer to come out and diagnose my problem which they have done and sent a detailed report. Since receiving the report, I am getting nowhere with receiving the replacement heat links and thermostats. And have been told the cost of the diagnostic callout will not be covered, having previously told it would. Im extremely unhappy with the service i have received so far, i call up most days for an update but am getting no where. 

[AlexD]

Thanks for reaching out to us here @18vicaragelane. I am sorry to hear you are having difficulties with the thermostat and the support process. Would you be able to provide me with a case number, so I can check what's going on with it?

[18vicaragelane]

Hi. Multiple cases. 

7-0175000033314

2-0323000033198

1-2938000033374

Many thanks

[18vicaragelane]

It might be easier for you to give me a call 07912849686. Thanks

[AlexD]

Thank you for the case number. I won't be able to reach out but should you wish to get in touch with my colleagues you can reach back out to us and reference 7-0175000033314, as this is your current main case that I see has been escalated to my senior colleagues already, as I see you asked about reimbursements for the visit. Only my senior colleagues can handle and review such requests. 

I will add a note on the case to let my colleague know that you reached out looking for an update on your case. They will get back to you as soon as they are able. My colleague that is handling the case is away for a few days, that is why you have not heard back from them yet, but they will be back soon. 

[Paul_R]

Hi there @18vicaragelane! Since you haven't replied in a while, I'll need to close this thread for the moment. If anything else comes up, feel free to reach out. Have a great day!

[18vicaragelane]

Hi. I have still not heard back from the senior technician. I still do not have functioning heating  I believe that Google nest are not supporting me with this issue in a timely manner. Is there nobody senior or who has a remote possibility of helping me

[UanaC]

Hello there! I'm so sorry for any inconvenience. We still don't have a reply from our senior colleagues, please bear with us.

[18vicaragelane]

We still have not heard back from a senior person. Still no heating. This is a disgrace. Please can someone assist me to fix our a

faulty heating control. Many thanks and hope

[AlexD]

I made sure to make a note on your case but it seems my colleague was not able to get in touch just yet. They will make sure to do so as soon as possible. 

[AlexD]

Hi. I saw my senior colleague managed to reach out. Make sure to let me know if there is anything else I can try and assist with.