Hung up on by supervisor. Lost a good customer today

[IronMike8]

I had the issue that I’ve read about online with WiFi suddenly being unable to connect. I was told that the replacement would only be covered by the remaining warranty on my current nest, about 6-7 months. I asked to speak to a supervisor. He was rude and hung up on me. This was one of several nest products I’ve purchased in the past. I’m very disappointed that I could not be given the chance to get a different product, refund, or a full warranty on the new product. I was mostly disappointed that the supervisor repeated the same talking points and then hung up on me.

[SoriaD_]

Hello @IronMike8 

Thanks for bringing this to our attention, and I'm sorry to hear about your frustrating experience with our support. I understand that despite your efforts and follow-up, there has been no resolution or communication from our team. I'd like to further investigate this and try to check for options.

Can you share with us your support ID numbers from your previous contact with us? With this information we can work to find a solution for you.

I'll look forward to your response.

Regards,

Douglas.

[IronMike8]

This still hasn't been resolved, and it keeps getting worse. The wrong color replacement was sent to me. I was told to send it back and a replacement in the correct color would be sent back to me. I mailed my thermostat on October 26, it was received by Google on October 28 according to the tracking number. A correct replacement was never sent to me. Today, November 11th, I was just charge for not sending back a replacement. Google has messed up every step of this process. Now, I'm being told that they will email me with a solution because its needs to be escalated. Currently, Google owes me a refund and I still have a broken thermostat on my wall. RMA83832664.