Anyone else struggle with Google Nest customer service? What did you do?

[rgaila]

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:  Inez McQueen 

My Nest is under warranty but struggling to get Google to initiate sending me a new one. First request was cancelled. They have me no reason. I live in Florida—a broken thermostat is killer in the summer.  The Nest thermostat caused my capacitor to have issues. The HVAC tech was able to fix it but stated if I continued to use the faulty Nest thermostat, it would ruin my system. I had to pay 121 dollars to fix an issue that a bad Nest thermostat created.  I could deal with this if Google would honor my thermostat warranty and get me a new one sent in a timely manner.  However. It’s been nothing but misleading and empty phone calls and hold times.  Can anyone help? Thank you.

[rgaila]

Hello Inez,

Apologies for the delayed response, and especially sorry to hear about your negative experience with our customer service. We want you to be happy with your thermostat, so let's see how we can expedite this.

Do you have a case number related to any of the support agents you've interacted with? We can look it up and try to work from there.

I look forward to hearing from you so that we can figure this out. 

-From Garrett DS, Community Specialist.

[AJBCARS]

Did you think that they cared? I spent 4 hours on the phone and got no where. The links they sent did not work and they keep having me do the same thing. When I asked to talk to some one above their level they told me (Alex) he was as high as it gets. I would never buy another google product again. The worst customer service ever experienced. In fact, I don't think the nest is that good of a product. It was a gift that I would not buy for anyone I care for. 

[Swensonhouse]

We had the same problem with our thermostat. I think its their thermostat. Pretty s*itty

[AJBCARS]

By the way, Nest support is so bad. 

[AJBCARS]

 I went to Google Nest Help and clicked the get a call. When it asked you what the problem is just click next. Do not click on the recommendations. Just click on next and you will see, give me a call, call us and chat.Click the give me a call and make sure you explain the situation. They called and I explained all the steps I went thru with Nest Support. This gentleman took care of the situation and I am just waiting for the new Nest to arrive.