How do you actually get ahold of anyone @ Nest/Google?

[wgoodrch]

I tried the online chat**, which gave me a number, which then said Nest support at the number no longer existed! and to try the online website. Worst support loop ever! I then tried to get through on the pre-sales option and it was closed even before 3:00pm PDT on a Friday! WTF?! Thus gave up...

That online chat person had indicated they could make an exception for the discount coupon limit of (3) and extend it to the (7) Gen2 thermostats I need to replace in a single home. It was a completely empty promise. There's no way to get ahold of anyone in person that I can find to verify this. 

But it's irrelevant, from what I'm reading here, since many people like myself are pissed. I will most likely ditch a total of (9) Nest Thermostats that I have across 2 homes as well as the (6) Nest Protects along with them. The Google Home App is also crap, so Google is making it easier to get ride of even more Google products. 

** which only worked in Chrome

[David_K · Accepted solution]

Hi @wgoodrch 

To confirm, these are the steps you followed?

1. Go to Contact Us - Google Nest Help
2. Select an appropriate product or category, type a brief description of the issue, then click Next.
3. Click Other, then click Next step.
4. In the Resources section, click Next step.
5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

[wgoodrch]

Haha! Worthless. I did these steps 3 times and it's an endless loop. Every time the person I speak with recommends the Nest phone number that is no longer valid! They themselves can do nothing but assure you that Google cares... when it doesn't.

[David_K]

That's certainly not what I'd expect. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[jenniffert]

Hi @wgoodrch,

Thanks for reaching out here in the community! I'm truly sorry to hear about the difficulty you experienced trying to contact our support team via phone and the pre-sales option on our website closing early. I understand how frustrating it must have been to be in a support loop while trying to resolve the coupon discount for your Nest thermostats. I'd be happy to help with this!

Given that you mentioned that an online chat representative promised to make an exception for a discount coupon limit but failed to follow through. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

I appreciate your input, @David_K.

Please keep me posted.

Best regards,

Jenniffer

[wgoodrch]

Thank you Jenniffer,

I looked into replacing all 9 of my Nest Thermostats with another brand, but that was even more costly & inconvenient. Given I still like the Nest App over the Google Home App for both my Nest Thermostats & Protects (I have 6, which are not yet supported on the Google Home App) it made more sense to replace the 7 Gen2 Nest Thermostats (2 are Gen3) with refurbished & Pro ones found online (Woot & eBay). That was way less costly and I am able to push the can down the road until you stop supporting the Gen3's. Which, given they are still sold at retail, should be at least a few years I hope. I would also assume that the Gen3 are more capable to at least retain remote connectivity even if firmware updates stop. At least Google should consider that given the bad publicity that was received by obsoleting the Gen1 & Gen2 thermostats. 

ww