How do I file a Formal Complaint

[Davy14850]

How do I go about filing a formal complaint regarding a faulty thermostat and the subsequent customer support (or lack of customer support) that I've experienced?

My Nest Learning Thermostat is sending a false signal to my AC's unit's thermal reversing valve, causing it to click on and off continuously which is damaging the AC unit. If left on, the reversing value to wear out. After spending money and getting an AC technitian to come out and diagnose the issue, it was confirmed it's the Nest thermostat that's causing the issue. I have a second thermostat with another AC unit at home, and we can swap the units and it would do the same thing to the other AC unit. The unit is out of warranty, but because it's actually causing damage to my AC, the first Google customer support agent agreed to replace the unit and asked me to provide proof of the diagnosis from my AC technitian, which I did but there was no follow up. I've called back two more time to follow up on the case, and each time the Google customer support gives me the same run around and wanted to trouble shoot the unit all over again.

I would think Google would want this bad thermostat back so they can study the issue so it doesn't cause any damages to their customer's AC unit. But their Customer Support doesn't seem to care and give me the same run around every time.

So frustrated with what Google Nest has become. 

[Markjosephp]

Hello Davy14850,

Thank you for bringing your concerns regarding the faulty Nest Learning Thermostat and the challenges you've encountered with our customer support to our attention. I'm sorry for the inconvenience and frustration this has caused you.

I understand the importance of a reliable thermostat and the impact it can have on your HVAC system. I'd like to check for more details about your situation and will investigate the matter thoroughly to identify and address the root cause of the problem. Please share with us any of your support ID numbers related to your concern.

I'll look forward to your response.

Best regards,
Mark

[Davy14850]

Hi Mark,

Thank you for reaching out. My support ID is: 8-3136000035612

Here's more background on what happened. There was no follow-up from the first support agent even after I've submitted the proof (at the agent's request) from my AC technitian that the thermalstat is at fault. I called in a second time and each time the agent wants me to go through the entire diagnostic process over again, and I had to explain to him the case. He was quick to pass it back to "the first agent will have to follow-up. Give me a few days." I called in a third time to follow up on the case, and that last agent was the worst. She's completely tonedef to my frustration and just repeats her standardized response. 

I have two separate AC units for my house. The upstairs own is the one with the bad Nest thermostat. That AC unit is brand new, only a little over 1-year old. The second unit is for downstairs, and it's about 7 years old and the Nest thermostat is good. I can swap the two thermostats and replicate the fault, and when the faulty unit is used it's actually sending a bad signal to the thermo reversing valve on the AC, making the solenoid click back and forth every 0.5 sec or so. If the thermostat is left connected, it'll burn out the thermal reversing value on the AC unit and I'd have to replace the AC. I would think Google would want this bad thermostat to run studies, but the support agents don't seem to care about improving Nest products and cared less about the frustrations I went through.

Hoping you can help.

Dave

[Sophiaee]

Can you help me please? 

I am writing to express my profound disappointment with the handling of my recent interactions with your company regarding a defective device and the utterly unacceptable customer service I have endured.

As evidenced by our previous correspondence (9-2452000035234), the device I purchased has consistently malfunctioned, resulting in significantly higher gas bills due to its erroneous activation of the heating system even when ostensibly turned off. This persistent issue has caused considerable inconvenience and financial strain.

My frustration peaked during a two-hour phone call with one of your customer service representatives, during which it became abundantly clear that the individual lacked the requisite knowledge and competence to address my concerns. I was appalled by the lack of professionalism and felt as though my time was grossly undervalued. I was assured that the call was recorded, and I implore you to review it to fully appreciate the distressing ordeal I endured (19/1/24).

Subsequently, I was transferred to a technical support agent who callously informed me that I was ineligible for any assistance due to the device being out of warranty. This response was not only unhelpful but also dismissive, further exacerbating my frustration.

Following an internal review, an exception was purportedly made, and a replacement device was dispatched. However, due to the protracted nature of this process and the lack of confidence instilled in me by your company, I made the decision to switch to another service provider. Consequently, I returned the device within the specified timeframe to avoid any charges.

To my dismay, I discovered that I have been unjustly charged for the device despite adhering to the stipulated return conditions. This blatant disregard for our agreed-upon terms is wholly unacceptable and reflects poorly on the integrity and efficiency of your organisation.

The entirety of this experience has been nothing short of appalling, and I insist that it be thoroughly reviewed. Additionally, I demand a full refund for the original device and compensation for the inconvenience, financial losses, and emotional distress I have endured as a result of this ordeal.

Failure to promptly address these grievances will compel me to pursue alternative avenues for resolution, including but not limited to lodging formal complaints with relevant consumer protection authorities and seeking legal recourse.

I expect a swift and comprehensive response outlining the steps you will take to rectify this situation and restore my faith in your company.

Sincerely,