Worst customer support I ever experienced with a Nest Product

[RayM]

Just installed my Seventh Nest Protect this time the Promise light would not come on even though it was on in the App.  Customer support was so bad at one point she wanted me to blow smoke into the unit.  She made turn off breaks because she thought there was no power.  I don’t she ever understood that the unit was working except for the promise light.  When I asked for a supervisor I was told it would be another 24 to 48 hours for a call back.   Nest support used to be outstanding but it has gone to the cutter now.  I must have asked four times just send me a new unit but she was going by the book.  After one hour on the phone going up and down the ladder to the breaker panel in the garage I had had enough.  So I’m just going to return the unit to Amazon and be done with this nonsense.  Google get your act together please!

[orellanaortiz]

Hi RayM, 

Thanks for letting me know about the situation with your Nest Protect. I apologize for the inconvenience. 

We take all feedback seriously and use it to improve. To help us address your concerns and inform the team in charge, we'd appreciate it if you could share more details through this feedback form: Submit your feedback here. 

In the meantime, I suggest trying a factory reset on the device and then setting it up again. You can refer to this article for both procedures: 
Set up Nest Protect.
Reset Nest Protect and erase all settings. 

Keep me posted. 

Kindly, 

Angel

[RayM]

I appreciate the reply back but after dealing with support I found it only took me less than ten minutes to remove the defective unit and put back in a box and send it back to Amazon.  Now I just need wait till Amazon sends another unit .   But my main concern is that if I keep buying products from Google will I be always subject to inexperienced tech support people?

[orellanaortiz]

Hi RayM,

Thanks for letting us know about your experience with Nest Protect. I understand it didn't meet your expectations, and I apologize for any shortcomings in the technical support you received.

I appreciate your feedback; it will help us improve the experience for future customers. We always strive to provide accurate and professional technical support.

Let us know if you have additional questions.

Regards,
 

Angel

[RayM]

My only wish was when i asked to speak to a supervisor i was told it would be at least 24 hours.  Now i sent the unit back to Amazon but I have to wait till May 29th to get a new unit.  My feeling is if I had talked with a supervisor I would have had a replacement much sooner and my home would have been protected.