I have a Nest learning thermostat that is out of warranty. The clips on the back have broken off, as they are 1mm thick and if you should ever have to rewrite due to a new furnace or just the weight of the heavy metal thermostat has strained them, they fail.
I tried to contact customer service. The first agent told me that the device was out of warranty and to " buy another device."
Shocked by this response, I escalated to a senior member of the help desk who also offered zero options for resolution. They kept repeating "sorry for the inconvenience" as if being unable to use your thermostat in winter is a mere inconvenience and the failure of these tiny clips does not represent a material weakness in the design of this product that can render it unusable.
This is not how you treat a customer with 2 nest cameras, a doorbell, 3 protects, a google cloud subscription and who has owned 3 thermostats across multiple addresses. You do not abdicate responsibility entirely despite your weak warranty.
Recognizing that the device is unusable, you offer SOME solution that respects the customer. A replacement, a credit, a refund, AN OPTION.
More evidence of just how far Nest has fallen since joining Google. Nest is supposed to be a premium device with best in class support. I could get better support from Honeywell or another competitor and am seriously considering the value of my relationship with Nest products.
