I would like to formally escalate an issue with my Nest Learning Thermostat Gen 2. Ya'll recently discontinued all remote and app functionality for this product, effectively removing core “smart” features that were advertised and integral to the product’s purpose. The thermostat still functions manually, but the removal of these features constitutes a material degradation of the product I purchased. This forced obsolescence has left me, a paying customer, with a device that no longer delivers the functionality I reasonably expected. I view this as an unfair business practice and a disruption of my consumer rights. Additionally, while attempting to seek support, I was directed to a phone number that turned out to be a scam. I nearly provided personal information to unknown parties, highlighting the difficulty of accessing legitimate Google support and the risk posed by unreliable guidance.
Given these circumstances, I am requesting immediate resolution, including:
Restoration of functionality, or a replacement with a supported model of equivalent value.
Verified, secure support channels to prevent further exposure to fraudulent services.
I trust that Google will treat this escalation seriously and provide a fair and timely resolution, as the current situation represents a significant disruption to the product experience promised at purchase.
