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How do I log a complaint with nest?

MissClare
Community Member

I had a nest system installed by the house builders. I moved in my house in May 2019 and since that time every so often the thermostat would stop working and go offline. Flashing green or red. Each time I have followed the troubleshooting system which at first did not work, but eventually charging the unit manually would work. This has happened repeatedly since then to a point now where nothing works. 
The troubleshooting page never directed you to contact nest always to contact a local engineer where I would be charged. 

Eventually today I managed to contact nest after asking for details through Facebook. To which I was advised to charge my unit for 90 minutes, no more or less, which of course was not going to work. So my only other option was to buy a new unit as I’m out of warranty by 6 months. No option to fix or nothing. Looking through these pages this is a known issue and I think it’s shocking that you are expecting people to buy a new thermostat every 2 or so years. The person I spoke to on Facebook needs sacking the way she spoke to me. 
I’m sorry this is the worst customer service ever, I would never chose this system again. Only for the house builders installing it. 
I want this escalating and looking into as I think the response oh you need to buy a new one when it’s only 2.5 years old is not acceptable. 

9 REPLIES 9

MelbaDT
Community Specialist
Community Specialist

Hey MissClare, 

 

Sorry to hear about your support experience and also about your Nest thermostat. Could you provide the conversation id of your interaction with our support team so I can dig deeper into it?

 

Best, 

Melba

Google Support Enquiry: Case ID [6-############2415]

MelbaDT
Community Specialist
Community Specialist

Hi there, 

 

Sorry about this but it seems that the system automatically covered some digits of your case id. Could you try typing it again with spaces in between each numbers? 

 

Best, 

Melba

6-############2415

B22510EA-FC0F-46D1-B127-96D2D8F8C476.jpeg

AlexD
Community Specialist
Community Specialist

Should you wish to issue a complaint I can send you an email. You can reply to that email with all the exact details and I can have it marked for review. Alternativley you can also use this link: https://bit.ly/3vODvBH . Let me know should you wish me to send the email.

MissClare
Community Member

Yes if you could email me. 
thank you. 

AlexD
Community Specialist
Community Specialist

I sent an email your way. Reply to it when you are able and let me know here that you have so I know to check it. 

DragosC
Community Specialist
Community Specialist

Hi there, @MissClare

 

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