topic Re: Getting Real help...How do you do it? in Nest Thermostats

Getting Real help...How do you do it?

dejerake — Sat, 08 Jan 2022 21:05:30 GMT

Just scanning down the LONG list of people having issues with Nest, and I'm curious based upon the seeming total lack of Replies to these postings....how does one go about getting REAL help from a real Nest/Google person? Anyone had any luck getting Google to address their problem and how did you accomplish that?

Re: Getting Real help...How do you do it?

johnCNA — Sat, 08 Jan 2022 22:31:45 GMT

Most of the questions or complaints here do not list enough information to allow any real diagnostic dialog.

This is a community of owners or potential owners.

Google's official support site is https://support.google.com/googlenest/topic/9361773?hl=en&ref_topic=9361189

Re: Getting Real help...How do you do it?

Ashepherdson — Sun, 09 Jan 2022 01:12:31 GMT

As above, this is a community forum, it is not meant for people to contact Google, but for people to communicate with other users and product experts. Many people post here with customer support questions so we try to direct them to the proper place, or when they post we ask questions and the OP does not answer so they get closed.

Saying all this, what is the issue you are having ?

Re: Getting Real help...How do you do it?

JoeS — Thu, 13 Jan 2022 04:57:03 GMT

Unfortunately, the Nest support website mostly points to the Community Forum. Like other vendors, they try to hide the real support numbers or email addresses to get support. I did finally find a support number for Google Nest by doing a search outside of the Nest website and I called the number and actually got someone to answer. I got a case number, but don't know how to follow up with results because the website doesn't seem to have that option.

Re: Getting Real help...How do you do it?

MelbaDT — Thu, 13 Jan 2022 06:01:07 GMT

Hey folks,

Thanks for taking the time to respond @johnCNA and Ashepherdson. I'll see what I can do from here.

Sorry to hear about your experiences with our support team @dejerake and @JoeS. I'll like to dig deeper into your concerns.

@dejerake, if you could provide more information about what you need help with, I would appreciate it. Give us a detailed description of what is going on and include a rundown of the steps you've already tried.

@JoeS, if you wish to get in touch with our support team, please reach out to them either via phone, chat or social media using this link: https://bit.ly/3adTfGB Depending on the country that you choose on that page, it should show you the phone number to call should you wish to talk over the phone. Also, when you need to follow up on an existing case id, you may call our support line. Alternatively, if the representative you've talked to before sent you an email, you could also reply to it asking for an update.

Best,

Melba

Re: Getting Real help...How do you do it?

MelbaDT — Sat, 15 Jan 2022 08:55:48 GMT

Hey there,

Just checking back in. Let me know if you still need or if you have more questions and I'll be glad to look into them.

Cheers,

Melba

Re: Getting Real help...How do you do it?

mrelmo — Sun, 16 Jan 2022 02:50:25 GMT

The link that johnCNA provided should be set as a sticky, that was the best help I found after looking at the 1st 20 pages of postings KUDOS John

Re: Getting Real help...How do you do it?

GarrettDS — Tue, 18 Jan 2022 19:16:05 GMT

Hey there,
Just checking in to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: Getting Real help...How do you do it?

GarrettDS — Wed, 19 Jan 2022 17:18:37 GMT

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