topic Re: File a complaint for Nest Customer Service in Nest Thermostats

File a complaint for Nest Customer Service

Umbrellasumbrel — Sun, 05 May 2024 18:53:42 GMT

Had such a horrible experience with the Nest customer support team. Purchased my fourth thermostat from Google directly. Previous 3 purchases were from Home Depot directly. Thermostat would not connect to Wi-fi. Finally I was sent a replacement which for some reason was sent to the wrong address. I saw the notification and called Nest Support immediately. They said it will take 7-10 business days for the team to cancel my order. Waited that long and now my thermostat stopped working totally but I received a replacement which was in fact a refurbished thermostat. That item was not working either. So I sent the faulty one back. Had to spend hours waiting on hold and explaining the entire issue all over every single time. Definitely made me feel that I made a mistake buying this product from Google. Not sure what’s going to happen if all other items I bought from Google start to have issues. Made me re-think about my Google Workspace accounts as well. Probably one of the worst customer service experiences of my lifetime dealing with nest and getting a replacement. And I still don’t have a replacement thermostat that works. From April 11 to May 5. Unimaginable!!!! Worst customer service experience ever.

Re: File a complaint for Nest Customer Service

alejandom — Sun, 05 May 2024 20:53:26 GMT

Hi @Umbrellasumbrel,

It sounds like you're frustrated with your thermostat. I apologize for the trouble this is causing. To help me get a better understanding of what's happening and resolve this issue quickly, do you have a case number associated with your thermostat problem?

Regards,

Mario.

Re: File a complaint for Nest Customer Service

Umbrellasumbrel — Mon, 06 May 2024 01:33:51 GMT

Fed up of the thermostat and Nest Customer Service both. Too many case numbers have been issued. This is the most recent one - 2-1026000035742

Re: File a complaint for Nest Customer Service

alejandom — Tue, 07 May 2024 03:46:56 GMT

Hi @Umbrellasumbrel.

I apologize for the inconvenience. I checked our system, and your replacement will arrive tomorrow, on the 7th. If you have any other questions or concerns, please don't hesitate to let us know.

Regards,

Mario.

Re: File a complaint for Nest Customer Service

pereztzum — Thu, 09 May 2024 06:00:16 GMT

Hi @Umbrellasumbrel,

I am following up on your recent order (order number: RMA99048488). Have you already had the opportunity to receive your new device?

Best Regards,

Brandon.