Customer Service

[Brian747]

Google Customer Service continues to be unsupportive.  I have an inoperable thermostat, google sent out a replace, and it does not work.  I called back to inform this, and I have been told that is impossible and hung up on twice. I have been waiting a call back from a supervisor for four days now and still nothing...

[JillG]

Hi @Brian747 

Do you have a case number? I can send your post over to our Community Specialists from Nest.

[Brian747]

Case ID 1-9493000034944

[JillG]

Thanks! One of the specialists should reply here. They have the resources to best help.

[Brian747]

Still just looking for the call from the supervisor not looking to chat online.  I was promised a call on thursday.

[JillG]

So annoying and looks like phone support has dropped the ball.  Hoping a nudge from  this side will help you out.

[Brian747]

Thank you.

[Muddi]

Hello Brian747,

Thanks for bringing this up and I'm sorry you had such an unpleasant experience with our customer support. I already forwarded your case to the team, and requested one of our supervisors to call you.

@JillG: I appreciate your help here!

Cheers,

Muddi

[Brian747]

Still waiting.....

[Markjosephp]

Hello Brian747,

We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team, so please keep your lines open and check your email from time to time for additional updates.

Regards,

Mark

[Brian747]

And still waiting… how long does it really take to call back? On a week now…

[Brian747]

Two weeks now

[Brian747]

Three weeks now… solid customer service here 

[Markjosephp]

Hey there,

I know it has been a while, but I wanted to ensure that everything was covered here.

I see a movement with the returned device, and we have received it. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Regards,
Mark