Google customer service is less than adequate

[JoeKing]

Purchased a Nest thermostat 6 months ago and it started dropping wifi connectivity and after going through all the troubleshooting steps I decided to contact customer service. Well after them also going through troubleshooting steps they decided to send me a replacement. Received the replacement and it ended up being defective, so I sent it back thinking I would just get sent out another one however they wanted me to give them all the information that I had already gave them when I was sent the first replacement, telling me that they don't keep customer information such a name address etc.. They would not send me another replacement until I provided all that information again including a credit card number. All I know is they sent me the defective replacement and a company as big as Google to make a customer happy they would send out another replacement overnight. I guess the figure they are too big to fail so one less customer is not going to hurt. I have been a big proponent of Google products but this really soured me.

[Markjosephp]

Hello JoeKing,

I'm sorry you have to experience this, and we hope you can have a better time. For your benefit, I'd like to investigate this further and try to make things right.

Could you please share with us your support ID number related to your replacement? I'll look forward to your response.

Regards,
Mark

[JoeKing]

4-0083000035360, 8-3816000034774

[Markjosephp]

Hey there,

Thanks for sharing your support ID numbers. It appears that you're having power issues with your replacement Nest Thermostat display.

To be sure, check that the battery level is above 3.7 volts in the Technical Info settings. If the battery drops, charge it for an hour using a micro USB charger. Then, ensure that all wires are still properly connected and tabs are pushed down. If you have a C wire installed, remove it and leave it disconnected until the thermostat stays on.

Note: Turn off the power from your HVAC system at the breaker box before touching the wires.

Let me know how it goes.

Regards.
Mark

[JoeKing]

The issue was with my original thermostat dropping wifi and it had nothing to do with battery level as that was checked as part of the troubleshooting. The issue then was when I was sent a replacement it not only had a low battery message once that was solved it then would tell me to disconnect it from the wall, then when I did that it would tell me to put it back and that went on over and over again. What I am having an issue with now is that after I sent the replacement back I would like a new replacement that is not defective which seems to be a difficult process to complete. Thus the issue I am reporting with less than adequate customer service.  

[Jenelyn_O]

Hi folks,

Thanks for keeping us in the loop. Inspect your Nest Thermostat display. Remove your thermostat display from its base and check if any connector pins are bent. Also, check if your thermostat wires are secured in their terminals and all the buttons are down.

I appreciate the help, Mark.

Best,

Jenelyn

[JoeKing]

Everything is where it should be which was checked when I spoke to customer service which is why they sent me a replacement that was defective. I am still waiting for another replacement that isn't defective.

[Jenelyn_O]

Hey JoeKing,

Got it. I'm sorry for the trouble. Please feel free to let us know if you need help once you receive the replacement unit.

Kind regards,

Jenelyn

[JoeKing]

I need a replacement unit to be sent, I do not think one is on its way.

[Jenelyn_O]

Hi there,

I'm sorry for the trouble. Let me take a closer look at it. Please bear with us.

Cheers,

Jenelyn

[Jenelyn_O]

Hi there,

You mentioned that you received a defective Nest Thermostat after you returned your original device. To confirm, were you able to send us your replacement device as well? If so, when and how did you return it? 

Kind regards,

Jenelyn

[JoeKing]

I did send the replacement back, it was shown to be delivered by Fedex on 9/13/23 at 10:16 AM

[Jenelyn_O]

Hello there JoeKing,

I checked your case, and there's a replacement already processed and waiting for it to deliver. Again, thanks for patiently waiting and taking the time to provide needed information. Please let us know if you still have questions or concerns, as we'll be willing to help. 

Cheers,

Jenelyn