Complaint About **bleep**ty Customer Service

[FnckCoogle]

I installed a Google nest thermostat in January and it has never worked correctly. I've tried getting help via the chat function but the support people are complete morons. They only answer with cut-and-pasted basic setup FAQs that don't actually address the issues I'm having. See the chat transcript for 8-1489000037040. This Nommie person I was chatting with has absolutely no idea what they are talking about. They need to be fired.

[keb61 · Accepted solution]

Same thing.  The lady was just reading out of a manual and wouldn't listen to what I was trying to tell her was wrong

[Frustratedddd]

Which country are you from?

Whats wrong with your setup?

[FnckCoogle]

USA. The schedule won't allow me to set a specific temperature. Instead it forces a dual heat/cool temperature range of 6 degrees so either I have to set it super low so the heat won't activate it super high so I don't freeze from the constant AC. I've already had another HVAC guy take a look and confirm the device is connected properly and working and that there's nothing wrong with the HVAC. Both he and the original installer think the Google Home app is to blame.

[AxelD]

Hi FnckCoogle,

Thanks for replying! and truly sorry to hear that the troubleshooting steps didn't work for you. Please use the next article to Share feedback about Google Nest to report this behavior on the app. We'd love to hear from you.

Regards,

Axel. 

[keb61 · Accepted solution]

Same thing.  The lady was just reading out of a manual and wouldn't listen to what I was trying to tell her was wrong

[AxelD]

Hi FnckCoogle,

Thanks for posting and sorry to hear about the experience you had. No worries, help's here! Checking your case, you own a Nest Thermostat. To create a Cooling Schedule, it needs to be done in the Google Home App. It'll show you Heating and Cooling, but you can only set a cooling schedule. Here are the instructions to set it:

1. Tap the touch bar to open the Menu view.
2. Slide your finger to Temperature mode, then tap to select.
3. Slide your finger to the Cooling mode.
4. Open the Google Home app.
5. Select your thermostat.
6. Tap Schedules.
7. Choose the day of the week you want to add a new temperature to.
8. Tap Add.
9. Select the temperature preset you want. You may want to edit an existing preset or create a new preset if the temperature you want is not there.
   Note: If you edit an existing temperature preset, it will update everywhere it's used in the thermostat schedule.
10. Select the time.
11. Touch and drag the numbers up and down to change the time.
    Only available times will be selectable to prevent time conflicts. Adjacent temperatures in your thermostat's schedule must be at least 60 minutes apart.
12. If you'd like, select other days of the week you'd like this temperature to occur (for example, Tuesdays and Thursdays).
13. Tap Done to save the changes.

Let me know how it goes.

@Frustratedddd Thanks for trying to help this member. 

Regards,

Axel. 

[FnckCoogle · Accepted solution]

The instructions you provided are the same instructions that customer support provided repeatedly even when I told them it wasn't working. The Google Home app is defective and the device itself doesn't have the necessary controls. How do I file an official complaint about this unacceptably **bleep**ty customer support?