I have Nest thermostats and Doorbells in multiple homes (I also have endpoints and other "stuff"). Certain products work on the Nest App (Loved the Nest App), certain products only work on the Google App (not a fan). My complaint is about the thermostat itself. I travel a great deal and loved the idea of coming home to a warm/cool home. The thermostat in my Chicago home lost connectivity to the networks. This apparently is a known problem and the "fix" is to send a refurbished product. I installed the refurbished product last fall and it too lost its connectivity to the network. As part of Google's "process" we went through the troubleshooting exercise and came to the same conclusion - I need a replacement. However, I was only in Chicago for the day, and would not be able to (i) receive the replacement; (ii) install the replacement; and (iii) return the defective unit within the 30 days - again a requirement of Google's "process." A case was established on January 17 - 5-1789000035713.
I've returned to Chicago and tried to re-engage on getting the thermostat replaced. I called Customer Service four time today. In every single instance, after explaining the situation, getting verified the phone disconnects. Have to start over.
So here are my observations...
- The Nest products purchased prior to Google's acquisition were awesome. The products developed under Google's ownership - not so much.
- There is a known problem with the specific version of the Thermostat. Google should stand up and take responsibility.
- Replacing flawed products with "refurbished" products isn't solving the issue. The Product is flawed.
- Customer Service sucks.
- Customer's are required to jump thru hoops just to get an agent.
- The Agents are located in load areas (even they suggested that its congested), making conversations impossible
- Agents are not equipment with any tools to serve customers other than it's Google "process."
- The phone system seems to have a features where calls "time out" before the call is finished. I still don't know where I stand on my case.
I've spent 40+ minutes on the phone trying to resolve Google's poor products, and I don't know where I stand on my case. I will suggest that the last agent (Christian) claimed that I might get a response in 4-5 days (before the call was disconnected). 4-4715000036704
Here is the rub.... I'm the CFO of a publicly traded technology company. I'm so frustrated, I'm about to tell my IT department to "pull" all Google enabled technology from our technology stack. If I don't have the patience to deal with a disrespectful vendor, no doubt my IT department doesn't have the time to deal with that same disrespectful vendor.
As I have no confidence that anyone will get back to me on this issue, I wish you the best of luck.
