topic Re: Absolutely not competent customer support staff in Nest Thermostats

Absolutely not competent customer support staff

Kirilenko — Sun, 06 Nov 2022 17:12:22 GMT

My name is Vitalijs Kirilenko.

Today I had a long conversation more than hour and the half over the phone with your technical support staff ( His name -Ray). Yesterday on my room thermostat appeared that it fail to connect to internet, after set time and date and low batteries. I set up time and date 3 times, wifi can not cach any network. This morning I requested call back from support team. We did all troubleshoot list and at the end Iwsa told to reset factory setting. After that room thermostat could do not connect to heat link.

My current room rhermostat only 6 mounth old ( replacement was sent in May 2022). Ray told me that it not on warranty any and I need to buy new one. I said that at least I had a heating before I contacted to support team.Ray could not help me to pair thermostat to heat link. He put me on a hold and after line disconnected.

I looked online how to pair room thermostat and heat link and manage to do it myself.

I really would like to do official complaint about tehnical support.

Kind Regards

Re: Absolutely not competent customer support staff

george_t — Wed, 16 Nov 2022 14:03:06 GMT

Hi @Kirilenko. Thanks for reaching out. I am sorry to hear about the situation, this is not the experience we are trying to offer. Can you tell me the case number from your interaction with our colleague? I would like to take a look over your case.

Re: Absolutely not competent customer support staff

NLK — Sat, 11 Mar 2023 19:43:32 GMT

I keep having repeated problems with my nest learning thermostat third generation, here is my case number: 6-9293000033900 or can I call you? I can’t seem to find a phone number to do so.

Re: Absolutely not competent customer support staff

wikydraun412 — Wed, 31 May 2023 04:29:07 GMT

Hello Vitalijs Kirilenko,

I'm sorry to hear about the frustrating experience you had with the technical support staff regarding your room thermostat. It's disappointing that you were told the thermostat is not covered under warranty and that you were unable to get the assistance you needed to pair it with the heat link. If you would like to make an official complaint, I recommend reaching out to the customer support team again or seeking Dentists alternative channels such as email or a feedback form to express your concerns. I hope the issue with your thermostat has been resolved and you are now able to enjoy the heating.