I like another user whose post I read (Samantha). both have had similar frustrations regarding the nest thermostat. We both had the wifi fail on it during our warranty period…which calls into question the quality of the product.
After going back and forth MANY times with customer service, I was told I was to receive a call from a supervisor “Ryan” after he “got out of a meeting” (yeah right)…I never received that call.
I was made promises regarding the replacement of my Nest thermostat which TWICE members of the customer service team went back on those assurances. The customer service I have received is absolutely unacceptable and I’m certain others would have received similar experiences. It is quite apparent that the agents are fed scripted flow charts in which to answer questions as it’s easy to detect the pattern in their answers. They act with zero flexibility and zero understanding of customer service and that not every case is the same situation. I have sent them some final requests for my expectations and to be responded in a way that respects all the time I’ve wasted chatting, calling, waiting, emailing, etc with them. If they don’t finally take the appropriate action to rectify my situation, I will be taking whatever other action is necessary to stand up for my rights and principles in this situation.
Google is a multi-billion dollar organization that’s success was built upon the users and people that support it…if they don’t realize this and alienate their customers, less people will invest in their products and I can only see them losing more and more market share over time.
I suggest if you want to invest your money in products that care about its customers and have good customer service that treat people like people and not like dehumanized “cases”…I would reflect on where you want to invest your money.
