Customer Service Problems

[Problems3]

Google Nest’s customer service is absolutely horrific. As a general i have purchased many Nest products.  I purchased thermostats early in anticipation of using them on a project. As it worked out the thermostats were not compatible with the existing HVAC system. Fifteen emails later and 7 or 8 - 30 minute phone calls and nothing is resolved. NO REFUND  Even though on the first call I submitted all the paperwork they required and was told I will receive an email within 24 hours.  In today’s world you need to have good customer service.  What are the executives of Google Nest thinking?  ARE YOU AWAKE?  Don’t you see or hear about the frustration of your customer.  I love the product BUT after this experience I am going to think LONG and HARD when I have to choose my next thermostat!

The other issue that doesn’t make sense to me is that every time you call you get a different case number.  It seems ridiculous and confusing to handle customer service complains this way BUT I guess it works for them. 

I have recommended Nest for years to all my customers and have not had problems in the past, but this just has turned me off to NEST.

THE GOOGLE NEST EXECUTIVE NEED TO WAKE UP AND SMELL THE COFFEE!!!!

[Houptee]

I am a HVAC contractor.  Just curious what systems you found were not compatible with the Nest thermostats. A specific brand of system or was it various brands? They seem to be compatible with majority of forced air heating and cooling systems but when the system is a dual transformer system with a hot water boiler for heat and a separate ac system is where they start to have problems. You can make them work on dual transformer systems by using a relay for heating system and only get the power and common from the ac air handler.  Other non compatible systems are the brands that have a proprietary thermostat such as Trane uses on some systems. 

If you can explain the systems that would not work with Nest I would be interested for my own knowledge. 

Thanks 

[Problems3]

This was a 4 pipe wall mounted system in a large apartment house with multiply fan speeds.  Nest tech support told us it will not support multiply  fan speeds.

[Jeff]

Hi Problems3,

Sorry for the frustrating experience you've had. I would love to help you find some resolution on this. Would you be able to share with me the case ID you received when you spoke with support? Once I have that, I can look into things deeper and help you out more.

Thanks,

Jeff

[Jeff]

Hi Problems3,

I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.

Thanks,
Jeff

[Jeff]

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Jeff