Why will I never purchase another NEST product?

[JohnF]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: 1 Boomer Sooner 

I've been a big fan of NEST for several years.  Although they are not the best, nor the most cost effective option out there, products like the thermostat and the cameras were cutting edge when they were first introduced.  As the family of products grew, we continued to add more over time.  Then, Google got involved and everything changed.  Completely different experience now in terms of keeping all of the products working properly and in sync with each other on the same platform.  And then there is the subject of customer service - ugh!

Although we've adapted, or rather tolerated the Google effect with our NEST family of gadgets over time, we stayed loyal to the products.  That is, up until our most recent experience with the NEST doorbell.  We purchased this product almost exactly 2 years ago.  It went down after about a year in service during 2020.  I had installed it at another property that we own.  With Covid, it was difficult to get in and diagnose the issue but when I finally established that the NEST doorbell itself was the problem and not the wiring, transformer, or the wall chime, the device was 11 days out of warranty.  Now, that's not Google / NEST's fault.  However, when we inquired about repair or replacement options with a "live" person on Google NEST Help on 2 occasions, we were told that there was nothing that could be done.  No option for repair.  No option to maybe purchase a remanufactured doorbell, not even an option to perhaps allow us to purchase a new doorbell camera for a reduced amount.   Something as simple offering me $20 off for new one (they retail for $229) would have done the trick.  There was nothing offered, however.  That was it.  Game over.

Over time, I've purchased a lot of NEST products.  (12) of their Smoke Alarm / Carbon Monxide detectors @ $119 ea, (4) Outdoor Cams @ $199 ea, (1) Doorbell camera @ $229, (9) Indoor Cameras @ $129 ea, (3) Thermostats @ $249 ea.  That's just over $4K.  If I was a marketer for Google NEST,  I would look at someone like myself as a valued customer that I'd want to keep.  Their customer service reps should be able to able to see all that you have purchased by the number of gadgets that you have added and / or are active on your Google NEST account.  We don't have all of the products mentioned above connected at the moment but most of them are there.  The customer service reps would have known.  They have to get into your account for security reasons when they troubleshoot with you.

We would have continued to be an advocate for Google NEST and continued to purchase their products even with some of the quirks mentioned above if they had just worked with us on the doorbell.  Just a simple remedy would have worked.  They need to empower their customer service team with options that might entice customers like my wife and I to stick around given a situation like ours.

Hope this perspective helps some of you out there!

[mdr2]

Hi JohnF, thank you for posting this.  I can't agree with  you more.  By the way, was does a community "specialist" mean?

[S86]

I'm with you. 

I committed myself to Nest and wanted to buy wired outdoor cameras to go with my doorbell. I got rid of the brand I was using when I went with the Nest doorbell. Now it seems I have to buy the new wireless ones, buy power cables for them and they won't use the Nest app?  WTF? 

So....if I have to use two apps why give Google the $$$$? Finding product information from them is like pulling teeth. Now I'm right back to Square One. I'm now thinking of getting rid of the wired doorbell and replacing it.  All the hard work has been done, no thanks to Google on that.

[mdr2]

Hi S86.   I completely agree with you.  I have been doing a lot of reading and I think I am switching to ARLO.   They appear to be as good or better than the NEST cams with the exception of the 24/7 recording.

[S86]

FYI....I went with the new Pro 4 Arlos and could not get them to be discovered on my iPhone. I tried a zillion times. They connected first shot on my wife's Samsung.

I returned them and Arlo's doorbell since I was prepared to remove our Nest Hello wired DB and replace it with the Arlo wired DB to run only the one app.

Just today I bought the pair of Google Nest battery cams only to find out Google s*** the bed and they won't work on the Nest app that we just renewed a subscription to. It better cover the new cameras without requiring a 2nd subscription or they'll be going back.

Frankly, the Nest DB is essentially unusable without the Aware subscription and I suspect the cameras will be useless without it too. If I am forced to pay twice I will go elsewhere. (again) I am OK with using the two apps since there is a quick switch over to the DB on the Home app. The DB is great now and I EXPECT the cameras to be as well. I will be willing to wait a bit for Google to get their act together as long as I'm not stuck with subscriptions for both.  86

[writernienie]

I purchased the wired doorbell and installed it yesterday. It worked great (apart from the Talk option failing) for about twelve hours. Now the app keeps lagging out, and none of the Google devices (including the Hub) will alert when the doorbell is pressed. Also, the camera lags so badly that I can't respond or see who's there.

I was just in a live chat with Google for three hours, for them to offer menial remedies. For instance, they established that the issue is a hardware issue. It's faulty. BUT when they offered to exchange it, they would only provide a refurbished one (worth $30) and WOULD NOT REFUND THE DIFFERENCE. I paid nearly $200. Talk about screwing customers!

I can't believe how sketchy and downright AWFUL they're being. I called the agent out on it, and he disconnected from chat. I did not swear at him or become rude. I simply told him that it isn't right that Google can screw customers so badly. And the son of a b**ch bailed.

I am disgusted with Google. All of my house smart devices are Google, AND THIS IS HOW THEY TREAT LOYAL CUSTOMERS?!

[Tony60Jr]

I couldn’t agree more. I bought everything Nest and was very satisfied with the products. Then Google bought Nest and the Nest family of products has gone to crap. If you buy a company to rid your competition, then you better have a product equal or better than what you just bought. I get why the execs of Nest sold their company……..the money. But it sure would be nice for all the original Nest execs, IT, etc to form another company and come out with another family of products. Hint: Don’t let Google buy your company unless you are willing to see it destroyed.