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Nest Learning Thermostat (Gen 3) Heating instead of Cooling - Poor Customer Service Response

2techie
Community Member

I am having the same symptoms as the user in this forum.

Answered: Nest thermostat heats when it’s supposed to cool. - Google Nest Community

I have tried all of the recommended repair steps and setting changes.  I have reached out to Google support, and I was told to buy a new one.  The warranty has recently expired.  Customer service would not even offer a store credit demonstrating they are concerned about my poor experience with the product.  Clearly, Google is not concerned with retaining me as a customer.

What is worse, I requested that Google send me a shipping label so that I can return the defective device for a postmortem in order to determine if there is a design flaw.  They refused.  Google is not interested in solving the problem nor are they too concerned about their reputation.  Why fix the problem when customers are willing to buy a replacement?

I am interested to know how many others have had this same issue and/or experience.

3 REPLIES 3

Jenelyn_O
Community Specialist
Community Specialist

Hi 2techie,

 

Thanks for reaching out. I'm sorry for the delay and for the trouble this has caused you. You can visit the Google Store for special offers. Please let us know if you still have questions or concerns, as I'll be willing to assist you further. 

 

Best,

Jenelyn

Thank you, do you have any recommendations besides the Google store and encouraging me to purchase another defective product?  I have attempted to rectify the issue through customer support.  They to suggested that I buy another defective product.  I don’t mind as long as I am purchasing with a store credit for the current defective thermostat that simply stopped working properly shortly after the warranty expired.  Can you help?

Jenelyn_O
Community Specialist
Community Specialist

Hi there 2techie,

 

I'm sorry for the delay. I know it's been a while already. We appreciate you for attempting to fix the issue with our support team. However, same as they suggest, the best option for now is to go to the Google Store to check for promotions or discounts on purchasing a Nest Thermostat. 

 

Regards,

Jenelyn