I have the Nest thermostat and after receiving an error message, I called in and began the process for a replacement device since I was still under warranty. The replacement device was never delivered to me although FedEx claims it was delivered. I called in to explain the situation. That was at the end of October. It is now the first week of December and I am still without a working thermostat in the middle of winter on the northeast. After speaking to countless customer reps who are not in a position to approve another replacement device, not a single manager or supervisor has been available to speak to me on this matter or help to advance it from it's "in progress" state. I have wasted hours of time at this point sitting on the phone to get another replacement for a product I purchased that is still under warranty. And to make matters worse, they have CHARGED ME for the replacement item although I NEVER RECEIVED IT. I will be traveling next week and with no new device, I am worried that the temps will drop while I am away and burst pipes since I have no way of monitoring the temps inside my apartment remotely. I am literally 48 mins into a call with what has got to be my twelfth customer rep---going through the EXACT spiel I've had to go through with the 11 before. This is how you not only lose customers, but aggravate them so egregiously that I am now looking into what kind of formal complaint I can make . To say I am livid is a complete understatement. I am so resigned, that I may have to just go and purchase another thermostat although I really don't have the money to spend. Google's customer service is a complete joke and waste of time.
