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Case ID [5-908700003 Very Dissatisfied - wifi no connection ... economically unviable product

Colinh2o
Community Member
Spoiler
 O response from. nest

 

Case ID [5-9087000031809]
 Hello below is an email I have sent to nest that has not been responded too
 
please can review and advise how I escalate this issue
 
thank you
Hi 
 
Thank you so much for your personal help and patience today in investigating our problem. It has been really truly appreciated
 
Unfortunately we do not have the receipt for this and the other Nest thermostat installed.  Also, as explained over the telephone , we have been stranded  overseas during the pandemic and have been unable to reach out for assistance with this defective thermostat until today, when my partner managed to return to the Uk. 
 
Nest may be able to help and verify duration in operation and the use cycles of this product as we receive regular energy use reports . I would also expect  that the Usage be reported not only be by geographical address but also by serial number. Is it possible to verify?
 
We are aware of the common failure of this product with regards to WiFi connection as it widely published in the internet and the Nest forum .
 
I am now extremely concerned  that the other thermostat will soon develop the same fault and that I will need to then replace both thermostats at significant cost. Clearly I am now concerned of the potential of planned obsolescence 
 
In addition, one of the selling points  of the thermostat is reduction in energy costs ; however the cost of reinvesting in a new thermostat will now clearly be far more more than any potential energy saving
 
I am sorry to have to express my dissatisfaction with the product and would kindly request that this issue be further escalated within the Nest management organisation 
 
I look forward to an update from Nest with regards to this issue
 
Best Regards
 
Colin Waters
4 REPLIES 4

GarrettDS
Community Specialist
Community Specialist

Hey there Colinh2o, 

I'm so sorry for the terrible experience as well as the issues that you're having with your thermostats as we never want our customers to have issues. I'm happy to take a look into this to see how we can help. 

I was able to escalate this case to our highest tier of support and they should be reaching out to you very soon. 

Please let me know if you have any further questions or concerns. 

 

Best regards, 
Garrett DS

Dear GarrettDS

Thank you so much for acknowledging my post and escalating this issue

i look forward to receiving a response

Best Regards

Hi 

Thank you so much … I have received a postive email from Clinton to which I have replied.

please can you confirm that the email reply is sufficient or whether I need to post here

thank you 

 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

You should be able to just finish up the case with that team as they will handle it from there. 

I'm going to go ahead and lock this thread now. 

If you have any further questions feel free to create a new thread. 

 

Best regards, 

Garrett DS