topic Re: Absurd warranty policy in Nest Thermostats

Absurd warranty policy

Morfyn78 — Mon, 03 Oct 2022 23:32:51 GMT

After 5 months of using the thermostat (Gen2 learning) it stopped connecting and could not find any of my networks. After 1.5 painful hours on the phone with their "tech support" they determined it was a hardware failure and it needs to be replaced under warranty. I requested to speak to a manager and she refused and told me the manager will tell me the same thing. They give you 2 options: #1 Their "advanced replacement" which you have to give them a deposit and they will ship you a new and refund you when you return the defective thermostat. I was told this deposit "protects Google financially". #2. You send the defective thermostat to them and go without heating and air until they check the product and send you a replacement.

After many hours of searching online this hardware failure seems to be very common. I find both of these options to be unacceptable.

I personally will avoid all Google branded products in the future because of their warranty policy and horrific customer support.

Re: Absurd warranty policy

Taross — Thu, 06 Oct 2022 15:29:59 GMT

Similar situation @Morfyn78 Mine has stopped working within 3 years, so now out of warranty and they won't replace it, despite the failure to connect to WiFi being such a common issue. Their support have said a fault with the chipset has caused the failure to connect to the wifi. Now the unit won't connect at all. The only way for me to control my heating is via the button connected to the boiler. Completely unacceptable and useless, given the reasons we buy these expensive pieces of kit in the first place.

There is no chance I will be adding any Google home products to my home.

Re: Absurd warranty policy

EdwardT — Sat, 08 Oct 2022 16:01:24 GMT

Hi folks,

We appreciate people who are keen on sharing with us their thoughts. We're always looking for ways to improve and we'll take this as feedback. Let us know if you have any questions — we'd be happy to help.

Thanks,

Edward

Re: Absurd warranty policy

EdwardT — Tue, 11 Oct 2022 16:27:30 GMT

Hi folks,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do.

Thanks,

Edward

Re: Absurd warranty policy

EdwardT — Wed, 12 Oct 2022 16:37:40 GMT

Hi folks,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

Re: Absurd warranty policy

Morfyn78 — Thu, 13 Oct 2022 03:00:00 GMT

You're responses were not helpful and did not address a single issue that was posted.

Re: Absurd warranty policy

EdwardT — Thu, 13 Oct 2022 17:43:58 GMT

Hi Morfyn78,

Thanks for the response. I'm sorry if you feel that way. You mentioned that you reached out to our support team. Could you share the case number of your interaction?

Thanks,

Edward

Re: Absurd warranty policy

Morfyn78 — Thu, 13 Oct 2022 18:12:57 GMT

Yes I did. I spent a total of 2.5 painful hrs on 2 separate phone calls with someone reading from a script that I could barely understand or hear because of the 500 other people in the call center. I have already purchased a new (not a nest) thermostat and returned your defective product for warranty exchange. It will now be a $250 paperweight.

Re: Absurd warranty policy

EdwardT — Fri, 14 Oct 2022 16:48:08 GMT

Hi Morfyn78,

I'm sorry to hear about that. I understand this has been a frustrating experience. We'll make sure to learn from this and take it as an opportunity to improve.

Thanks,

Edward

Re: Absurd warranty policy

Jhonleanmel — Mon, 17 Oct 2022 17:00:05 GMT

Hey folks,

Thanks again for helping here, @EdwardT.
@Morfyn78, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

Re: Absurd warranty policy

Jhonleanmel — Tue, 18 Oct 2022 18:23:54 GMT

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel