Issues with Google Nest Customer Service

[DavidEH]

How do we escalate issues when the normal Nest Support staff don’t respond?

We’ve had WiFi connection issues and error codes on our new Nest Thermostat and its replacement.

Who can I email at Google Nest Support when the regular customer service can’t help?

David 

[AxelD]

Hi DavidEH,

Thanks for reaching out to the Community! I’m sorry to hear you're experiencing WiFi issues with your Nest Thermostat and its replacement. To help you troubleshoot this further, please fill out this form. An agent will contact you shortly with next steps.

Please let us know once you've submitted the form.

Regards,
Axel.
 

[DavidEH]

Hi Axel,

I’ve filled out this form 5 times. Google Nest Technical Support has troubleshooted my two devices (the new original and replacement) and I’ve provided pictures of the error code. I get a new case # each time I speak to someone, I am up to about 7 now.

What does filling out this form for the 6th time achieve? Did you read my opening message sharing the backstory and asking for a new contact to escalate this deeply frustrating experience to?

David

[AxelD]

Hi DavidEH,

I understand your frustration. Repeatedly filling out forms without resolution is unacceptable. I’ll escalate your case and we’re going to look for what else can be done to get this situation solved. 

Please provide me with the most recent case number you have, and I’ll investigate the issue further.
 

Keep me posted. 
 

Regards,
Axel
 

[DavidEH]

Thank you. We’ve been given lots of case numbers; each time we speak to someone they give us a new one. Here are some recent case numbers: 87019000036847 or : 7-3689000036535. We’ve also been given reference number #144676638.

David Hewitt

[DavidEH]

Hi Axel,

What have you found out? And, how do we escalate to someone higher at Google Nest?

David

[aperezdeleon]

Hello DavidEH,

Thanks for your reply.

Your request is currently being handled by a team different from the one that gave you the original case numbers. We're doing our best to give you a resolution as soon as possible. It seems you're already interacting with them, so please keep an eye on your email for any other replies from our side.

I appreciate your patience.

Regards,
Angel.