NEST is NOT for cold climate HEAT PUMP

[MrRad]

Hello, 

I am a very disappointed nest user and I am here to point out some of the issues I have had with the thermostat and the customer service I have received from the nest team. 

I am using a Napoleon heat pump and propane furnace. My main issue with nest is the fact that it doesn't allow me to set a lower temp than -12 C for the alt heat to kick in. This Canadian made heat pump can handle down to -30 C. I have alt heat set to never and I am not sure why i have to but a smart thermostat and have to manually change the setting. This is a simple software update that many people are asking for and Google is not listening to its customers.  Your competitors are already offering this. 

Another issue I have is the Home and Away function. I had to turn this off as Nest decided that we weren't home everything we went to bed. And no i don't want you to access my cellphone location to know if I am home or not because I am not the only person living here. 

My other issue with Nest is their untrained call centre agents. They had me change a setting in the app that fully drained the battery in the thermostat and we woke up to a frozen home. 

I really wanted Nest to work for me since I use a lot of the google home product but I guess they forgot about Canadians. 

I will be returning this thermostat and buying one of the competitors stats that take cold climate heat pumps into consideration and believes that there is a world north of the New York state line.  

[Jhonleanmel]

Hi MrRad,

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

Could you provide the case ID from when you reached out to our support team?

Best,

Mel

[MrRad]

I do not have a case ID as the agent was clueless when it came down to dealing with a heat pump and kept on putting me on hold and asking others for answers. I ended the call when he asked me to change the wiring on the thermostat and I am glad i didn't do it because when the HVAC people came to fix it told me if I flipped the wire without flipping the breaker, my board would have been fried. 

You guys need to update the app to allow the switch over point to cold climate heat pumps for Dual fuel systems. Heat pump now operate at a much lower temp and mine goes down to - 30 C and that option is not available. I am not sure why there was a need to cap this temp. Just update the app. 

[Markjosephp]

Hello folks,

I'm sorry for the late reply, and I know it's been a while, but I wanted to ensure that everything was covered here. 

Thanks for assisting, Mel.

@MrRad, I appreciate you sharing the additional information. In some cases, regardless of whether the temperature drops below the minimum temperature for the alternative heat to come on, there are situations where the heat pump will not trigger it as it can still maintain the heat and its target temperature, so it no longer needs to activate the alternative heat. But how's it going so far? Still need help? Let me know so I can assist you more.

Regards,

Mark

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Mark and Mel.

Thanks,

Archie

[aatienza]

Hello there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie