Horrible experience since I've bought the product

[Cornelira]

Hi there,

I'm generally a big supporter of Google products so then I've moved I've decided to instal a Nest Thermostat. Little did I got the horrible experience ahead. 

I bought this only 1 year ago and the decide got damaged a few months later. It stoped connecting to the Heat Link. I spoke for hours with customer support and I got a replacement.

Then few days ago this happened again. I've written to customer support and after wasting more then 1 hour they said it's my problem as the device is out of warranty since Feb. How is that possible?

Thankfully I purchased this via John Lewis and not Google store and they offer two years warranty. Still, considering how crap the hardware is I'm dreading this having to happen again and then the 2 years will be over.

My advice is to avoid buying this product. It's very poor quality and you get no real support from Google.

[TudorL]

Hi there and thanks for reaching our community. I'm really sorry about the issues you faced, but I'll do my best to help you sort it out. Would it be okay if I'll send you an email on the address you provided in your Community profile? 

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[Cornelira]

Hi Alex - in the end I had to pay extra for a specialist who removed the Heat Link. It's was only 1 year old...super frustrating and costly experience. 

[AlexD]

I am sorry to hear that. The warranty will vary slightly by region but in the general EU region it should be 2 years, regardless of where it was purchased. You can read more about the warranty here. 

Do you happen to have a case number from your contact with my colleagues so I can check out the case to see what might have occurred? 

[AlexD]

Hi, I wanted to check in. Did you manage to locate any case number you can provide me? Keep me posted. 

[TudorL]

Since I haven't heard from you in a while, I'll close this thread, but no worries, you can always open a new one in case you need our assistance. Have a good one and stay safe!