Customer Service is a complete failure

[WaltonWife]

I was a happy Nest Thermostat user until in May 2022. Thermostat was searching non-stop for a Wi-Fi signal that was definitely there. I researched on the website and troubleshooted on my own and finally opened a ticket. I troubleshooted again with the representative for over an hour and found it was a problem with the software. The Nest was replaced and not 30 days later the same exact problem occurred again! I replied to the prior email to reopen the ticket and the response was install a C-wire (for power), clearly they didn't even look at the case to see that installing a C-wire was not the issue. So giving them the benefit of the doubt I had my husband rewire my AC unit to the thermostat in over 100 degree heat in the attic. I waited to call customer service until it had all day to look for the wi-fi signal with a power source (product doesn't need that btw). I spent 1 1/2 hrs with the customer service agent trying to troubleshoot all over again and finally asked for a supervisor and never got one, was told to call back in the a.m. I called back and waited nearly 40 minutes for a supervisor for the agent to tell me someone would have to call me back. Finally talked to a supervisor and my only option was to get another device destined to have the same problem and waste all my time dealing with this for the 3rd time, no thanks. Then offered $100 credit at their store, not even a refund! I was hung up on by the supervisor and am now on hold with corporate for an hour now not having spoken to one single human all so I can file a formal complaint. When did the customer service turn into customers time being ignorantly wasted and jumping through hoops to operate an incompetent system? 

[ThatoneJessie]

Oh no. I am about to get a replacement for the same issue.  I hope I have better luck. Thank you for sharing your experience! 

[MelbaDT]

Hey folks, 

WaltonWife, sorry to hear about your experience and I completely understand how you feel. I've found the case id of your interaction with our support team and I've reached out to our higher tier of support for assistance. Please hang in there — I'll loop back in as soon as I have something to share. 

ThatoneJessie, I understand your hesitation. Rest assured that our replacement devices undergo a comprehensive process to ensure the highest standard of quality before they are shipped.

Best, 

Melba

[MelbaDT]

Hey WaltonWife, 

Sorry for the delay but someone from our higher level of support had sent you an email. Please respond with the requested information as soon as you're able to so that they can call you back. 

Also, I'll go ahead and lock this thread after a day. Let's continue the conversation on your existing case id. 

Best, 

Melba