Horrible Customer Service from NEST

[AngryCstmer]

I have a NEST 2nd Gen thermostat and it stop working on 10/28 with the app. I call customer service and i was told that they would not support their equipment anymore and i asked if there was a discount code since i had to buy a new thermostat ($300 plus) and was told that that expired on 10/25 and they would "see" if they could recreate a discount code and i would have a response within 48 hours. It has been 48 hours and i called back and was told by Johnathan (Supervisor) that there was nothing he could do and i would just have to wait for "higher level" support to respond. They could do nothing until they responded there is a "process" that they have to follow. I how long to i have to wait, a week, a month, or a year before they can escalate the issue and gave a vague answer of another 48 hours. This is horrible customer service and this is not a way to treat customers and obvious this company does not care about customer service and only cares about "the process". There are other companies that provide the same service and hopefully they have better customer service and a better "process" when there is an issue. 

[RAJH48]

Wasn't this what apple was sued for ? I believe it is called "planned obsolescence " This needs a class action suit. If Google wants to cut these perfectly good thermostats down, they should provide a replacement - for FREE. I will never purchase another Nest product. If I have to buy a new thermostat, it will be another brand. One that stands by their customers

[AngryCstmer]

There are posted online that talk about a class action lawsuit against nest (google) concerning this matter

[AngryCstmer]

Ecobee, and Honeywell are the main thermostat companies 

[moralesvicente]

Hello @AngryCstmer, 

Thank you for reaching out to the Google Nest Community Forum. I sincerely apologize for the trouble you're experiencing trying to get your discount code related to the ending support of your Nest Learning Thermostat (2nd gen). I understand this is frustrating, and it is absolutely not the assistance we want to provide.

To resolve this quickly, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards, 

Daniel