I purchased a Nest Learning Thermostat 3rd Generation from the Google Store on December 22, 2022. It was installed on January 2, 2023 by an OnTech installer arranged by Google. At the beginning of February the Wifi stopped functioning on the Nest Thermostat. After several attempts at troubleshooting a replacement unit was shipped, even though Nest clearly stated it would be a new unit as the displays were not in stock they only sent me a display. I put it on the wall plate and it goes into a perpetual remove the display from the base, and then reconnect the display to the base. I go through the troubleshooting steps again, meanwhile everytime you do this they put a hold on your credit card for the entire purchase price. Finally it is agreed the replacement device is defective and I have to return it to Google. It's received by Google so I reach out for a replacement unit, and go through the entire process all over again just to be told to wait 2-5 business days while they inspect the device. The hold is removed from my credit card and another chat and phone call to Google and they replace the device again. It arrives today and starts doing the exact same thing the original replacement did, stuck in a perpetual remove the device from the wall plate and plug it back in over and over again.
Google tells me they have to send yet another replacement unit, at this point I request a refund and paperwork to return the original unit, and the replacement unit. I'm told this is not possible and that I have to go through this replacement process again, at this point I'm no longer interested in having the Google Nest Thermostat. I had to request arbitration today and will be filing a complaint with the PA Consumer Protection division of the Attorney General's office. I will never purchase another Google Nest product, Google took a great product by Nest bought them up and then trashed the customer service, products etc.
Google customer service is not located in the United States, you get call takers and chat persons from another country, it's difficult to understand them on the phone, and you get nothing but canned responses and run arounds. I'm disappointed in Google and will look at purchasing another unit from another company with better customer service.
