Nest Learning Thermostat replacement BROKEN & horrible customer service experience

[Rockywwf]

I had switched from the gen 1 to gen 3 Nest learning thermostat about 4 months ago. After 4 months the unit had the infamous “no wifi networks detected” issue. I then went through the painful trouble shooting steps with customer service and was sent a refurbished replacement unit for which I had to put a hold on my charge card for $260. The replacement came in yesterday and immediately said the battery was dead so I charged it over night.  I then tried install again and get the following message: “.Please remove the thermostat from its base, then reattach it.“ Mind you the original broken WiFi unit still works fine besides the WiFi issue.  I call Google/Nest and get the “India” call center and they said all they can do is have me send the BROKEN replacement back and I will get my credit card hold released, then I have to call to start the entire process over again!!!  I immediately asked for a supervisor or someone in the US that can help expedite this and was told no. They claim that there is no escalation and no supervisor that can help. After this horrendous customer service experience, I think it’s time to count my losses and move to the top ecobee thermostat. Google your customer service has destroyed a once great product!!

[TRSullivan]

Same here so far.    Replacement unit goes through the remove/replace cycle…..charging overnight but not hoping for much 

[Jenelyn_O]

Hi folks,

Thanks for reaching out. I'm sorry for the delay and for the trouble this has caused you. This is not the experience we want you to encounter. Let us investigate your case. Could you please share with us your case ID? You may find your case ID to the email you received from your last interaction with the support. 

Regards,

Jenelyn

[Rockywwf]

6-5704000034959
This is the absolute worst customer service I have ever experienced anywhere! Your product broke after 4 months then I was sent a broken USED replacement and now I have to start the process all over again, by me calling back in?!?! Google should be ashamed of itself for treating paying customers like absolute garbage!! And I have been a Nest Aware customer for many many years. I want a brand new Nest Learning thermostat sent to me immediately! I deserve no less for the way I have been treated.

[Rockywwf]

You asked for information I provided days ago, yet I have heard nothing. Now I get an automated email from Google telling me to ship back the product they RECEIVED on August 18th (today's the 24th) or I will be charged! How is a multi-billion-dollar company this screwed up????  Can anyone on here answer me that?  I'm so done with Google at this point.

[Jenelyn_O]

Hi Rockywwf,

I understand the frustrations. I checked your case, and our team processed a replacement for you. Please continue the conversation there, and let us know if you have further questions. 

Best regards,

Jenelyn

[Rockywwf]

This is the icing on the cake. Sent my unit out for a replacement as you instructed. I just received my replacement unit via FedEx while I was at work. I open the box only to discover that there is no base included like there was with the last replacement which arrived DOA. Now I have no way to hook up the new replacement to even see if it works. Is it me or is this the most incompetent operation going????  A loyal customer for years and I’m treated like a lame horse. Beyond done with Google! Beyond done!!

[Markjosephp]

Hello everyone,

I wanted to ensure that everything was covered here.

I appreciate you looking into this, Jenelyn.

@Rockywwf, I'm sorry you have to experience this, and we hope you can have a better time. I investigated this further and tried to make things right.

To proceed with sending a thermostat base unit. Please continue the conversation through email as I made a follow-up with the support to complete the process. Also, we'll leave this thread open a little longer for follow-up questions and concerns.

Regards,
Mark

[Rockywwf]

I did another chat yesterday with Google and they were unable to send me a base. They said they have to submit the issue to “higher ups” to make a decision which could take up to a week. In the meantime, they suggested I go out and spend money on a cheap thermostat just so I have air conditioning as it is going to be around 90 degrees for the next 3-4 days. This is just so unbelievable how bad the customer service is at Google. I’m not sure what I am going to do, but I know that Google should be doing something very special for me to make up for weeks of poor customer service.  Oh and to add, I get an email yesterday saying my Nest Aware subscription is going up $30. You can’t make this stuff up. If you get anywhere that would be great but anything besides having a base at my house tomorrow morning is unacceptable.

[Markjosephp]

Hello Rockywwf,

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. I followed up on your case with our team for the process, and I'll keep you posted.

Best regards,

Mark

[Markjosephp]

Hi Rockywwf,

Let me know if you need anything from me, but I am just seeing how the conversation is going. You should have received an update from the team that the thermostat base has been sent. For future questions or concerns, don't hesitate to give us a shout if you need help by creating a new post.

Best regards,

Mark

[swcray]

Hello, I am having the exact same issue. Please assist.

[Markjosephp]

Hey there swcray,

I appreciate you posting on this thread. I'd be happy to shed some light on your situation here.

Please tell me more about what happened. Are you having an issue with the replacement? Also, you can share with us any of your support ID numbers so I can check the status for you.

I'll look forward to your response.

Regards,
Mark

[Rockywwf]

Good luck.  It was almost a month ordeal for me to get a working replacement. I am so put off by Nest/Google I sold the replacement and went with ecobee platinum. I suggest you do the same especially if you use HomeKit as your smarthome hub. The people on here try and help, which I appreciated, but they have no control over the horrible customer service at Google. Never again!

[Markjosephp]

Hello Rockywwf,

I'm sorry for the trouble this may have caused you—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.

Best regards,
Mark

[TonyCheese]

I am dealing with the exact same situation. My thermostat stopped working on wifi and the unit i was sent gave me the "Please remove the thermostat from its base, then reattach it" message. I returned it immediately and am now told I have to wait 2 to 3 days for them to inspect it. To inspect what? We have established it is broken, why would I put myself through all of this otherwise? 

[Rockywwf]

I hear you. Their customer service is one of the worst ever. When Nest was Nest it was top notch, now with Google, it is reprehensible. They treat you like it’s your fault their products fail. I mentioned earlier I ended up getting an ecobee system while I was waiting for my second USED replacement for my 4 month old thermostat that failed with the way too common WiFi issue.  I’m waiting for another company to make cameras at least as good as the old Nest cameras (not the new ones as they are horrible) so I can dump this company once and for all. Good luck to you.  Keep me posted on how you make out with your exchange.

[TonyCheese]

Amazingly, they won't let me know when they've "inspected" the return unit, they won't even release the hold on my credit card. For some reason it is up to me to contact them. I just left my first ever Amazon review I am so pissed off.

I didn't even like the thing when it "worked", if the next replacement is broken (as I am anticipating) I will happily move on.

[swcray]

I did an online chat where the rep took me through all of the steps that I had already tried (which had been posted online, e.g., checking wires). My Nest is outside of warranty period so rep just tried to sell me a new one. Oh well. 

[Markjosephp]

Hey everyone,

@TonyCheese, I take your point, and I can assure you that a thorough inspection and testing to identify problematic parts or operating software issues are part of the process. Can you share with me your support ID number so I can check the status for you?

@swcray and @Rockywwf, I apologize for the inconvenience you're experiencing with your out-of-warranty device. I understand that this is frustrating, and I see we tried to do everything we could to help and check for options. Please have a look at our Hardware Warranty Center and Warranty Checker to check its eligibility for coverage.

Best regards,

Mark

[Rockywwf]

Mark, with all due respect, less than 4 months from the purchase date is out of warranty?  If that is true, that’s a crime. Appreciate your input but I’m done with Google Nest as a company. Like I said I have some original cameras before Google bought and destroyed Nest and 2 Google Nest cams but as soon as I find a brand that makes cameras that operate as the original Nest cam do, I’m completely out. Google did me wrong and I’m a pretty patient and understanding person. There is zero excuse for the way I was treated through the entire warranty debacle. It’s pretty clear from just this thread not to mention the dozens of others on how their products are failing and how bad customer service is.

[TonyCheese]

Actually, Mark, the second unit I received was defective as I assumed it would be. I don't want a third and am done with this garbage product. I contacted customer support and am returning the second defective unit.

5-7845000035282

[Markjosephp]

Hi there,

We take customer feedback very seriously, and we appreciate your time in reporting it to us. We will take it into account as we continue to improve our services, so please let our product team know about it through Share feedback about Google Nest.

Thanks,

Mark

[jacquelynabrams]

I'm dealing with the same exact issue. I'm done with google products. Where is the lawsuit because I want in

[Rockywwf]

I couldn’t agree more.  Bring it on!