Don’t buy A Nest thermostat

[Gmark]

Google has the worst customer service and warranty on their products. 

Soon after buying the Nest 3 I found it was not charging a known issue. It then just kept restarting and looking for WiFi another known issue. I finally gave up and returned it to the store. Second Nest worked the rest of the winter and I shut the heat off in the summer and went to turn it back on this fall … same issue not changing, not connecting or finding wifi. I called Google support which started over 14 hours wasted trying to replace the Nest and now get the charge taken off my credit card, because you have to buy a new one and send back the old one. As I feared they charged me and even with over a dozen emails showing proof of return I still have a $200 charge. Filed a complaint with the better business bureau. 

the support. Awful is too kind. All foreign call centers people are sarcastic and not helpful. 

just don’t buy it

[DGTK]

Yes, I have the same issue. I would suggest the same to all: DON'T Buy google products, not just the thermostat.

I have a google mini and after 7 months of use, it's dead. Spent hours on the phone call, and I finally received the replacement.

But for the google thermostat, I had the same charging issue. The thermostat was down 4 am in the morning, with outside temperature -20 Celsius. Spent the two hours over the phone and was told it was the backplate causing the issue. So, 4 days later, I received the replacement backplate and used the USB to recharge the display unit. It worked for 2 days and again, it was down at 2 am on friday morning!!! The airvent is blowing cold air!!

I needed to get up, manually charge the thermostat for 3 hours! While waiting, it's freezing cold in the house. I have two kids, one is 5 and the other one is 6 months old!!!!!

I called them again, and the lady over the phone tried to walkthrough the same troubleshooting process which I did a few days ago. I didn't bother and ask them to think, " ok, now, we know it's not backplate issue because I got the new one. Also, it's not the HVAC wire issue, because I installed my old thermostat back and it worked fine. So, the only issue seems now with the display unit, can you please just send me a replacement unit??"

That was finally agreed. but you know what, they can't send it now because they haven't recieved my old backplate yet. I then checked UPS tracking and told google unit was already received by google warehouse. 

After 10mins of hold, the customer service told me, yah, it's received but there is some information missing from their side, so, I have to wait for another 5 business days for the issue to resolve. 

I told them I want to talk to a supervisor, and the reply is, the supervisor is too busy and I will receive a call in 24 hours!!!!

Google might be a good search engine, but don't buy their products!!!

[Jeff]

Hi, everyone. 
In an effort to keep content fresh on the forums here and prioritize current issues, I'm going to go ahead and close up this thread. If you have any outstanding issues from this post or any other problems, please feel free to open up a new discussion.
Thanks,
- Jeff