How do I make a formal complaint about Nest Thermostat Customer care?

[Alexandra1667]

I have had to contact Nest Thermostat customer care because my thermostat has been behaving strangely the last few days. It has been switching my boiler on and off over and over again. The customer rep was dreadful and has left me with no solution other than to switch off the home away assist function and just not use it. That is not a fix. Where do I go to now?

[Alexandra1667]

Why? 

[Alexandra1667]

 

[Houptee]

Is it keeping the house at the temperature you want it to be?

I'm confused about what you mean when you say it's turning the boiler on and off. That is normal for any system to run until it gets the house to whatever you ask the temperature to be then it turns off the system until it drops below the set temperature then it turns it on again.

I thought you meant it was rapidly turning off and on and not heating your house.

If you can explain what exactly you are experiencing someone should be able to help you.

[Alexandra1667]

No, look at the nest log for yesterday. After 1pm it keeps switching between home away assist back and forth. It did the same in the middle of the night. I have home away assist set up. When the thermostat recognises no one is home it switches to eco mode. If someone come home it turns the heating on to the scheduled temperature. It shouldn’t do this every 20 minutes . 

[Alexandra1667]

Regardless of that, how do i complain about Nest customer service. They are absolutely dreadful.

[Alexandra1667]

I don’t have auto schedule switched on. 

[Houptee]

This video shows how to make it work like a simple basic manual thermostat that won't turn on Eco mode anymore.

https://youtu.be/iKcSKpR9KAM

[Alexandra1667]

Dear Houptee

Is what you are telling me to do going to fix the problem? Why would I pay over £200 for a Nest thermostat if all I can use it for is as a simple basic manual thermostat? The whole point of having a Nest is to benefit from the additional features that are meant to work om a product I have paid good money for.

[OannaCG]

Hi there @Alexandra1667! I'm sorry that you encountered issues with the thermostat, but I'll do my best to assist you sort this out. In order to understand better and to isolate the issue, I'll need a screenshot with the schedule and to let me know exactly when the Home/Away Assist is not following it. Also, could you please let me know what you see when going to "What decides if you're home" (on the main screen, not on the thermostat's screen in the app, access "Settings" => Home/Away assist => What decides if you're home).

[UanaC]

Hi there! Just checking, did you see the message from above?

Thanks in advance, Oana.

[Alexandra1667]

I have a schedule set and then home away assist set so that when noone is as home it switches to Eco mode. 

The issue I have is in the screen shot above on 23rd jan the thermostat kept switching between home and away every 20 mins. I have the setting set so that the thermostst recognises that someone is home by movement in the house. It does not use mobile phone location because i cant use that function and do not need to use it because it has worked fine for years like this. 

[UanaC]

I see. Can you please let me know if the thermostat is on a stand or mounted on a wall?

[Alexandra1667]

On the wall

[OannaCG]

Thanks for letting me know! Could you please send me a screenshot with the activity history for the last few days? You should go to the Nest App > Settings > Home/Away Assist > Activity History.

[Alexandra1667]

 

[OannaCG]

Thanks for sharing the screenshot with me! Let's check the senors and see if they're working properly. Please go on the thermostat's display to Settings > Tech info > Sensors > Activity > Long and wave the hand approx. 1 metre from the sensor. The value changes between 0 and 1 based on movement.
• “0” without movement
• “1” with movement

Please let me know if the value changes.

[Paul_R]

Hi there! Have you managed to try the steps provided by my colleague?

[OannaCG]

Hey there, since we haven't heard from you for a couple of days, we'll close this thread for now. If you still need help, let us know so we can continue. Thanks!