topic Re: Please check out TrustPilot before buying Nest Thermostat (91% 1 star rating for service) in Nest Thermostats

Please check out TrustPilot before buying Nest Thermostat (91% 1 star rating for service)

UnhappyNest2 — Sat, 06 Jan 2024 15:44:55 GMT

Had a nest thermostat, did work at some (unreliable) level for just about a year. Then controller failed to a completely unresponsive state. 3 long calls to help desk eventually got a replacement kit sent out. This failed with exactly the same problem resulting in another call lasting over 2 hours, in which I was moved between 3 departments ending up with a promise that I would be contacted by NEST higher level support within 24/48 hours. This never happened.

Got a HIVE installed which is fantastic, still waiting for a call from NEST

If you don't believe this just check out TRUSTPILOT

Re: Please check out TrustPilot before buying Nest Thermostat (91% 1 star rating for service)

Markjosephp — Sat, 06 Jan 2024 20:52:48 GMT

Hello UnhappyNest2,

I'm sorry to hear about your experience with the Nest Thermostat and for the lengthy process. Your feedback sheds light on the importance of reliable customer support and how it impacts the overall satisfaction of users.

I'd be happy to take a look at this for you. Can you share with us your support ID number from your previous contact? Also, from what country are you posting?

I'll look forward to your response.

Best regards,
Mark

Re: Please check out TrustPilot before buying Nest Thermostat (91% 1 star rating for service)

UnhappyNest2 — Tue, 09 Jan 2024 20:00:24 GMT

8-8190000034991

4-6529000035206 Rica

0-1078000035584

So 8-8190000034991 Took a couple of hours to work through the script to the point where your agent offered to replace item

4-6529000035206 Rica, received replacement, and called Google Support before I even opened box. Was told, yes just plug it in. Tried plugging it in and got to same unresponsive screen. So now had 2 systems that didn't work, and didn't do anything at all.

0-1078000035584 quite a few more hours on the phone, passed from area to area eventually told every avenue had been explored and call would have to be passed to a more senior/experienced level who would respond within 24/48 hours. To date have received no response. Have already replaced with HIVE.

Re: Please check out TrustPilot before buying Nest Thermostat (91% 1 star rating for service)

UnhappyNest2 — Tue, 09 Jan 2024 20:19:01 GMT

0-1078000035584

Just been offered another replacement, which would likely fail with same issue if I still had NEST

Glad to be rid of it

Re: Please check out TrustPilot before buying Nest Thermostat (91% 1 star rating for service)

Markjosephp — Sat, 03 Feb 2024 21:59:17 GMT

Hi there,

I know it has been a while, but I wanted to ensure that everything was covered here.

I reviewed your support ID numbers, and it appears to be a power-related issue causing the replacement to not hold its charge. How's your replacement thermostat going so far? Let us know if you need more help, but you can always start a new thread for any future questions or concerns.

Regards,
Mark