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Faulty advice from Google Nest

Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Genevieve Blanche Imperatore 


In July 2020, I purchased 3 Thermostats. A Nest Pro installed all 3 in the same location. The 3rd Floor thermostat started malfunctioning within 4 months so I called Nest Support. They said to return the face to the original store and replace it. 
Starting in 2021, the thermostat was malfunctioning again. I called nest Support who refused to replace the device, and guided me to trouble shoot by charging off the base. Every month, they provided me the same instruction. 
By May 2021, I had a W5 issue and Nest finally replaced it, with the instruction that I only need to replace the face (not the base). 
In July 2021, the brand new thermostat failed and nest said it was my AC Unit. My HVAC inspected, and created a report saying that no, my AC was perfect, but the base was malfunctioning and needed replacement. I provided this proof to Google. However, even though the unit was replaced in August 2020 and again May 2021 (per instruction, only the face, and not the base)- it still remains faulty. 
Now- Google refuses to provide a new base, despite following their instructions of only replacing the face. Isn't this unethical, after their team misdiagnosed the issue, provided incorrect information, and now it's proven that the device is faulty that Google will not rectify the issue?

Community Specialist
Community Specialist
Hi Genevieve,

Apologies for the delayed response. We're sorry to hear about your frustrating customer service experience as we never want that for our customers. I'm happy to look into this issue for you to get it sorted out.
  • When talking to Google Support, did you receive any case numbers that were related to replacing your devices?
  • Were you able to return the device in July 2020, or have 3 currently?

I hope we can work this out together. I look forward to your reply.

-From Garrett DS, Community Specialist

Community Member

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.

Community Specialist
Community Specialist

Hey JBL,


Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. If you have additional questions, feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!

Best regards,