Problems with Nest Thermostat

subz

Hi
I bought a nest learning thermostat at the beginning of the year and have had no end of trouble with it and the company.


I originally bought it from B&Q but had to take the first one back for a refund as it was not working. I then bought another one from B&Q online. This one worked but the auto away feature never worked. This time I contacted Nest support who after a lot of back and fourth eventually sent me a replacement unit and an engineer (who they paid for) came round and replaced it with the one they sent.
Im now on my second nest thermostat with them and the auto away feature also doesn't work. They wanted to diagnose the issue from the beginning again which I initially done but they would not call me back or respond via email.
So I called them and asked for a refund but I would need them to send an engineer round to remove the product first as a qualified electrician needs to do this.
They have refused to do this and told me to do it myself.
As I said I would be taking legal action if they don't send an engineer they are now unwilling to speak to me to resolve the issue or email me back.
What should I do?
I cant remove the product as im not qualified to do this and don't believe I should pay for this.
Is my complaint with B&Q as I bought it from them or Nest as they replaced the faulty product?
I have tried emailing their legal team but receive no response and have tried to address the issues but they are unwilling to do anything. What is my nest recourse of action?
Thanks

takman

It's very easy to remove yourself just like changing a light switch or plug socket. Demanding an engineer to come and remove it is unreasonable unless you have some kind of disability that would prevent you from doing it.

Edit:

Here is a link showing exactly how easy it is to do:

http://www.homerepairtutor.com/the-nest-learning-thermostat-review-and-installation/

pulliptears

Agree with takman, it is easy to do these things. My DH managed to fit the full tado system and hot water control himself, it's not difficult.

Not sure how Nest works, but does the auto away rely on your phone? I had a few issues with Tado not recognising I'd left home to go to work, but that was because I work 300 yards away and it didn't realise I'd left. The Tado team had it fixed in half an hour.

dj1471

Have you been giving auto away time to learn? Have you enabled away assist which uses your phone location to improve accuracy? Thermostat location is also critical to it learning properly.

Is auto away really a critical feature for you? It didn't work very well for me so I just disabled it.

All of your rights are with B&Q, but it does not require a qualified electrician to install or remove, just somebody competent to do it.

angel_of_dartford

Who installed the first two units ?