Misleading Offer and Poor Support

[AshleyMat]

I received an email from Google Nest offering a discounted upgrade to the new Nest Learning Thermostat 4th Gen “per device.” The email clearly stated the offer applied based on the number of thermostats in my home — I have two. However, when I tried to upgrade both, the system only allowed one at the discounted price.

The fine print even says: “Limit of one coupon code redemption per home, for up to three (3) devices based on the number of Nest Learning Thermostats in the home.” Yet the checkout system doesn’t honor that.

Customer support provided no clear explanation or solution, leaving me frustrated and disappointed. After years of being a loyal customer, this experience has completely changed my opinion.

Google has officially lost my business — I’ll be switching to a different brand of smart thermostats altogether.

[virnab]

Hi AshleyMat,

Thanks for reaching out to our community.

I'm sorry to hear that you received an upgrade offer email that explicitly stated the discount would apply to the number of Nest Learning Thermostats you own (two). However, at checkout, the coupon only applied to one device, and despite the fine print clearly supporting a limit of up to three discounted devices, customer support was unable to provide a solution or clear explanation. This is not the kind of experience we want you to have, and I'm here to help you resolve this.

To get started, could you please provide me with the case number that was assigned to you through the Google support team?

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.

Please keep me posted.

Best regards,

Virna

[JJK2607]

Same happened to me.  BS Google support was zero help, won't buy any more 

[RiKx]

I urge you not to consider this as an option what's to say google don't do the same thing to the current gen in 2months or 2 years? I recommend looking at other solutions as google are not interested in your loyalty or confidence. 

Tado behaviour for those interested. They faked charging customers a sub to continue to have remote access as 'marketing'.