Google no longer replacing thermostats with bad wi fi chip

[rdaufan]

I spent an hour chatting with support since my thermostat Gen 3 cannot locate any wifi networks.  After going through all the troubleshooting,  they advised me I should replace it.  I advised that Google issued a statement saying they would replace these units.  Did not say anything about warranty.  I even sent them a link to this.  I elevated to a "senior" support specialist who would only say that they could not do anything for me.  I asked if Google is not standing by what they said.  He would simply respond with jibberish and not even acknowledge what I was telling him.  So apparently Google either picks and chooses who they will send a replacement to, or they no longer are honoring what they said.

[CoolingWizard]

Out of curiosity, when did you purchase your Nest Learning Thermostat Gen 3? It comes with a 2-year warranty. However, if you used a Nest Pro installation, it is increased to a 5 year warranty.  

Ken, The AC Cooling Wizard

[rdaufan]

I installed myself.  I’ve installed 2 previously (which still work perfectly- Gen 1 and Gen 3).  I have the entire Nest eco-system in 2 houses….therms, cams, security, smoke detectors, door locks and Nest Aware subscriptions.  Been a long time customer and thought Google would not want to lose me over this.  But appears they don’t value it.  Not a money issue, just the principle of it might be a factor in cancellation of my subscriptions and conversion to other options.  

[Jeff]

Hi rdaufan,

I wanted to reach out real fast and see if you could share your case ID with me from support. I could look more into the situation. If you have that, feel free to share it here.

Thanks,

Jeff

[rdaufan]

That would be awesome!  Case id is 6-3082000033184.

I have a transcript of my chat if you would like.  Thank you for your assistance!

Ryan

[Jeff]

Thanks for providing that, rdaufan. I'll be able to access the conversation. I'll let you know if there's anything else I'll need. For now I'll see what I can do to help and I'll be in touch soon.

Thanks,

Jeff

[CoolingWizard]

Do you know that many companies lose the sight and ignore the value of what they have spent in the lifetime of obtianing great customers like yourself. What would be the cost of getting a replacement customer if they lose a great customer like you far exceeds and therefore is a pure demonstration that whomever is in customer service does not understand this.  The relationship of and the value of doing everything within their power to keep a customer versus trying to spend money marketing to get a new one.  

[rdaufan]

I understand these front line CS folks are hourly employees and have no authority. It would be nice to actually talk to someone at these big corporations (I am employed by one) who actually does understand retaining a customer by sending them something that cost them little to nothing, in order to retain them is far more valuable. Thanks.

[EmersonB]

Hi everyone,

@rdaufan just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

I appreciate the help, Ken, Jeff and Mel.
 
Thanks,
Emerson

[rdaufan]

retaining existing customers is far cheaper than obtaining new ones!

[Jhonleanmel]

Hi everyone,

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future. 

I also wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hey there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel