Is my system compatible with Nest?
Most heating systems are compatible with Nest Thermostats, if you have an unconventional system or underfloor heating please contact us before purchasing online as some of these systems we would need to confirm whether it is compatible before we could book an installation. Google also has its own compatibility checker we you can use!
How long will the installation take?
Straight swaps of existing wired thermostats to the Nest Thermostat as well as installations on Nest Stands take 30 - 40 minutes and we would need 10 minutes to run through app set up with you on the day.
The other Google Nest devices can take up to an hour per device depending on the complexity of the installation.
I'm working from home will be electricity be turned off during the install?
No. Most of the time we do not need to turn off your electricity to carry out an installation if for any reason we do need to then we will let you know before starting the install.
I'm working from home will there be much disruption to my work day?
No, we try to keep all installs quick, tidy and as quiet as possible. We will need to run through the install with you when we arrive and also set up the app on your phone or tablet and show you have to use it once the installation is complete, so if you have meetings or calls please bare in mind we will need 10-15 minutes with you. But other than that we will crack on without causing any disruption.
Do you charge call out fees?
Our call out fee is £80.00 inc VAT. If you require a call out because there is an issue with a Google Nest Device that we have installed and you fall under our warranty period then we will not charge you for the call out. If we arrive and the issue isn’t with your Nest and is actually a problem with WiFi connection or your boiler for example we reserve the right to charge our call out fee for the engineers time.
What is your cancellation / no show policy?
If you cancel or reschedule within 48 hours of the appointment we will not charge you a fee. If you cancel on the day of the install or we cannot get access to the property we will charge a £80.00 fee for our engineers time and to reschedule the appointment at a later date.
If you request to cancel an online purchase before an appointment is scheduled we will give you a full refund.
How do I get a refund?
If you order online and change your mind then please send an email to bookings@nestprofessional.co.uk and the team will cancel the order for you. Stripe process the refunds and these can take 5-10 working days.
What is your warranty period?
We match Google's warranty on the devices with our own installation warranty. You are covered for 2 years with our installations.
I have a faulty unit or error code, what do I do?
Most faults require a replacement device through the warranty scheme. However as the device warranties are with Google directly. You should call Google Nest Support on 0808 169 2307 so they can confirm the fault.
If they do not believe the device is faulty please then contact our team as we can send an engineer to check the installation. As a Nest Pro we have to follow Googles guidelines in regards to their warranty scheme so we always recommend giving them a call first.
Will you cover my area?
We have changed our coverage area - we are now covering Essex and surrounding counties. If you are outside of this radius please use the enquiry form before purchasing online as we would need to confirm if we can send someone to your location. Sometimes we are able to go further afield so definitely drop us an email or enquiry message to check.
If you order online and we can’t cover your area we will cancel the order ASAP and Stripe will then process the refund.
What is your lead time on installations?
Our lead times change frequently depending on different factors such as time of year and when energy companies declare price hikes! We have an announcement bar at the top of the website which details when we are taking bookings from. This is updated frequently. In busy periods we ask for your patience and understanding, if you are looking for an urgent installation please contact us before buying online.
Do I need to buy online?
No, you can book via email with our bookings team and the engineers can take payment on the day by cash or card if you’d prefer.
Do you install second hand units?
We will never supply a second hand unit if you purchase from us. We will bring a sealed brand new device with us and unseal in front of you.
If you source the unit yourself please be aware that we do not cover second hand units under our installation warranty as we cannot guarantee their condition and cannot take responsibility for any faults with them. If we arrive on site to find the unit is faulty and cannot be installed we reserve the right to charge you our call out fee. Please advise us when purchasing “installation only” if your unit is second hand as the engineer will be able to tell on the day if it has been installed elsewhere previously.
I’ve booked an install for one device but now I want extras can I have them installed on the same day?
We run a tight schedule on installation days and we fill the days very quickly and very far in advanced. It is unlikely that we would be able to carry out an installation for more than one device unless this was purchased or specified on booking the original appointment as we can only allow a certain amount of time at each job. Please contact us if you would like extra devices installed and we will always try to accommodate but it isn’t always possible.
Do you offer any discounts or run any offers?
We may offer a discount on some large orders however this is at our discretion and not automatically applied to every purchase of multiple devices.
Our prices are fixed rates per item to give the best and most fair price to every customer. However this means we are often offering the best rate we can in order to still make a profit but not over charge the customer. Please contact us if you have a large order (5 items or more) and we will discuss discounts.
I have another question who can I ask?
For appointment queries please contact bookings@nestprofessional.co.uk and for any technical questions please contact hello@nestprofessional.co.uk and a member of our team will get back to you ASAP.
