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Senior support ignoring me, no complaints procedure!

Und3adShr3d
Community Member

Over the last 3 weeks I have been trying to get an issue resolved with my Nest Hub. The device continually reboots itself when you put any kind of load on it like play music or ask for a timer etc. As the device is under warranty I thought I'd get this sorted with Nest support.

This is where the issues started, I spoke to chat originally who logged a ticket and told me that their senior support would be in touch. I have since then spoke to chat at least 5 times who keep advising the same. After 3 weeks of not being able to use my device or get a meaningful update from Nest support I then requested the details to be able to complain only to be told "We'll update you as soon as possible"

 

Can anyone please advise how I get my lack of support flagged to someone in the management team? I'm 3 weeks into chasing this and I'm just being robbed off. The device is clearly faulty and I just want the promised warranty honouring.

 

I'm absolutely amazed how bad Best support are.

4 REPLIES 4

davidking
Gold Product Expert
Gold Product Expert

Hi Und3adShr3d,

I can appreciate this will be frustrating. If you'd like, please share your case ID number(s) and I'd be happy to pass this to the Google Nest community team for review.

frances
Community Specialist
Community Specialist

Hi Und3adShr3d,

 

Thank you for reaching out. I am sorry to hear about your negative support experience. I understand your frustration.

 

I looked into your case and can confirm that someone is working on it. The support team should reach out to you as soon as possible.

 

I apologize for the inconvenience caused and appreciate your patience. Please keep me updated, let's get this issue resolved! 

Rebeccashinn
Community Member

I am also trying to find a complaints process. I asked several times on chat and no response. Very poor. 

GarrettDS
Community Specialist
Community Specialist

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS