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Original Poster: Genevieve Blanche Imperatore
I had the worst customer service ever with my nest thermostat. Was out of the country only to get a notice from nest the inside temp of my house was 40 degrees. Called an HVAC guy to come over right away so we didn’t have frozen water pipes. He checked the furnace, which was fine and replaced the nest with a standard Honeywell. Furnace ran and worked fine. BTW, the nest has been working for the past 1 1/2 years until now. He charged it, thinking that may be the problem. Reinstalled and again the furnace shut down in 10 minutes. Now it was40 degrees in the house and he set the temp at 72 and the furnace would not keep running. He put the standard Honeywell on and plugged the nest in to charge until we got home last night. He came back today and nest still not working. We called nest support. The man we spoke to had a hard time understanding me or my HVAC guy and we had a hard time understanding him. After reading off canned responses to our questions and attempting to troubleshoot, he said it could be returned for a reburbished one but would take 2-7 business days. Now, my husband and I leave for the winter in 4 days so asked if it could be expedited. He didn’t understand the term so we explained 2 day shipping. He said no.Go buy a cheap thermostat until we can get a replacement from them. I explained it will not help as we will not be here to receive the replacement and no way to monitor our home from afar with a cheap standard thermostat. After more than an hour on the phone and repeated requests for a supervisor who he finally said we could talk to, he came back on the phone and said no. This is all we can do. I have many google products and an extensive smart home. Google has lost my business. I will find other products with better customer service. I don’t need this grief.