BAD CUSTOMER SERVICE

[mustafasherif]

I contacted customer service to resolve a persistent issue with my Wi-Fi after using this thermostat for four months. It simply won't connect to Wi-Fi, despite my thoroughly attempting every suggested troubleshooting step. Instead of addressing my concern, they recommended replacing my current thermostat with a different model, sending me a silver one in exchange for my gold model, which has a price difference that they refuse to acknowledge. They offered a take-it-or-leave-it approach: either I accept this inferior product and live without Wi-Fi or continue using what I have.

When I requested a refund, they informed me that it wasn’t possible and abruptly ended the call. Frustrated, I called back multiple times, only to have them hang up on me each time. I asked to speak with a manager, but the same dismissive treatment continued. I am extremely dissatisfied with this company's lack of respect and support, and I will not be conducting any further business with them

[Frustratedddd]

Nothing new here I'm afraid! Hear this time and time again from them.

Where are you located, USA - UK?

Are you saying the thermostat is just 4 months old, where did you purchase from? ie: Google themselves, retailer etc.?

[mustafasherif]

I bought it brand new directly from Amazon, straight from the Nest store.

[mustafasherif]

here in the US. 

[gmelanymelissa]

Hi there!

Thanks for posting here in the community. I apologize for the customer service experience. I understand how frustrating it can be when your Nest Thermostat didn't connect to Wi-Fi network and the inconvenience of receiving a silver Nest Thermostat instead of a gold one. I appreciate all the efforts you've been making to resolve this inconvenience. I'm happy to help!

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Let me know if you have any other questions.

Regards,

Melany

[mustafasherif]

Thank you for reaching out! I’m looking forward to discussing my concerns with a manager. After not-so-great experiences with four customer service employees, I’m eager to share my thoughts and avoid repeating myself. I really hope that connecting with a manager will lead to a better resolution.

[gmelanymelissa]

Hi @mustafasherif,

Thanks for the update.
To help us effectively address your situation, please complete the form provided. This will help us find the best solution for you.
Let me know if you have any questions.

Regards,
Melany

[gmelanymelissa]

Hello again!

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!
Let me know if you have any other questions.

Best regards,
Melany