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Google - worst customer service - stay away

jimmyjames12
Community Member

I can not begin to describe my disappointment with Google Nest products.  Entering the game of devices that are required to keep us safe and secure (thermostats, smoke detectors, cameras, etc), without standing by their products is sad - and should be a warning to anyone looking to install these devices.

I have (had) 3 Nest Thermostats for 3 different zones in my house.  The main floor thermostat randomly stopped serving heat this year.  I replaced that thermostat with another thermostat in my house and it worked fine.  The obvious problem is the Nest thermostat device.  Customer support was rude and clueless; having me provide erroneous information to string along the request and continuing at attempting to get out of the support. 

It isn't much more than 2 years old, but since it is out of warranty there is nothing Google will do.    I was told to contact an outside Nest service agent - again to waste more money on a product that would normally last longer than my house.

Google, your customer support is more than poor.
I am in the process of replacing all Nest devices (4 smoke detectors and 3 thermostats) in my house.

How can I trust a product if you don't.

4 REPLIES 4

tahodan
Community Member

How did you reach them to talk to them.

 

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@jimmyjames12, I'm sorry to hear about your experience. This is not the experience that we want to share with our customers. Could you share the case number of your interaction with our team so we could investigate further?

 

@tahodan, You can click on this link to reach out to our team.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

I 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 trouble from here, as I would be happy to take a closer look and assist you further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Thanks,

Edward