I made the mistake of buying a nest thermostat for the $129.99 before first reading online reviews.
I’ve learned my lesson, for good this time, I like the browser as I us Duck Duck Go for searches.
Products however are a totally different world.
After buying the Nest, took it home and installed it myself, the installation finished without any issues, saw it on my Google home app, I don’t know why it does not work with Google’s Nest app, it was great!
Google sent me an email saying that there was unrepairable issue with the Nest, that could not be fixed at the unit nor could it be repaired remotely. What I should have done at that point is packed it p and return it to the store that I bought it from. I would have chosen another brand if I knew what a severe headache customer service was going to be.
The store bought one lasted for about 6 weeks and the day that I received that email, the unit stopped working, it refused to see any of the wires hooked into it and refused to show up in the Google home app.
I the called the number in the email and it took about 10 minutes all totaled to get an RMA.
After that I received another unit in about 4-5 days.
I removed the older unit that I had put back on, (had too, it was 102 degrees here), and quickly installed the back plate and the “New” unit, found out that the unit also would not see any of my wiring.
I called Google customer service back, they gave me a code for having On Tech to install the unit for free, they also stated at that time that Google only exchanges your new equipment for a refurbish fully checked or repaired unit. (But I had already paid for a new one, why would I want a refurb that was already sent back?)
Well today the tech shows up and checks my wiring and said that nothing was wrong with the wires, he then climbed on the roof to my HVAC unit, remove the service panels and tested all of my wires and said the correct voltage was coming through. Then he came back down and tested all of the wires in the wall, they were also testing clean & with the correct voltage. He then went out to his truck and got a new one that he was supposed to have for a person that cancelled their appointment. It also stated that the wires were all not detected. So back again on the phone to customer service, this time I got another CS on the line while the tech was still there and he was going to make us go back through all of the troubleshooting that I had already performed the day before. The Tech then took over the call and stated all of the troubleshooting that we had already completed. The CS said when I complained about getting a refurbished unit, that, they were instructed to only send the refurbished ones when they had a non-functioning unit, even if the unit was purchased new in store. He offered to send another refurb, this time I said no. The tech had to leave at this point to go to another customer. I called the CS back, got a different person, who listened to my woeful story and said let her get a supervisor, I was on hold for about 40 minutes and then was hung up on. Called back and told my story again and again was put on hold for almost an hour. I called back again and was put on hold, with horrible hold music, for another hour and a half, CA saying that she would get her supervisor. As f today, I had not really gotten through to anyone that can remedy this issue. I guess I will take this loss and write a lot of really bad review util customers realize that the hardware is mostly rubbish, they have it your agreement that they can address any issues at their choice, not yours.
