Horrible customer service

[ayush1313]

I had a issue with my thermostat which I purchased three weeks back. Google sent me a replacement and technician confirmed that replacement is also defective. Not they have no solution but keep sending bad devices. So horrible experience. 

[JillG]

Hi @ayush1313 

I'll send your post over to the Community Specialist from Nest for help.

[Markjosephp]

Hello folks,

I'm chiming in to see how I can help.

Thanks for escalating this, @JillG.

@ayush1313, I'm sorry for the experience, and thanks for letting us know about the faulty replacement Nest Thermostat. I'd love to know more about this.

Can you share with us your previous support ID number? I'll look forward to your response.

Regards,
Mark

[ayush1313]

Thanks for replying.

My case number is 3-6320000034611

[Markjosephp]

Hi ayush1313,

Thanks for the speedy reply. I appreciate your effort in reaching out to our team about reporting your thermostat not activating the heat and for the steps you have taken.

A few questions to isolate: what's the HVAC technician's diagnosis? Were there any specific reasons why the replacement didn't work? Also, can you share with me a picture of your thermostat's wiring setup?

Keep me posted.

Best,
Mark

[ayush1313]

Hello @Markjosephp ,

My house has 2 thermostat for two floors. The first floor thermostat isn’t working, Technician switched  the second floor thermostat with first floor to prove that there is no issue with system. When second floor nest thermostat is switched at first floor it turns on heating and cooling perfectly. 
I tried to setup Replacement with best technician, initially it was not turning on heat but after 2/3 reset it didn’t even connect with phone. 
I purchased new thermostat three months back why Google is sending refurbished thermostat, I didn’t purchase refurbished. 

[ayush1313]

 

[Markjosephp]

Hey there,

I understand. All refurbished devices are thoroughly inspected to ensure they operate like new devices. They have been tested to make sure there are no mechanical or software issues. In the rare circumstances where you have a problem with your replacement device, we will do everything we can to make sure you have a device that works like new.

Before we had it replaced, did you try contacting the point of sale for a replacement?

Keep me posted.

Thanks,
Mark

[ayush1313]

I did ask them, but they told we only send replacement. 

[Markjosephp]

Hello ayush1313,

I see. Thanks for keeping me in the loop. If you wouldn't mind filling out this form, we'll get you the right level of help.

Regards,
Mark

[ayush1313]

Thanks, done. 

[Markjosephp]

Hey ayush1313,

Thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. So please keep an eye out for any updates in your inbox or junk folder. Also, let me know if you need anything from me, but I'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Mark