My Nest Learning thermostat failed less than two months after installation, it stopped activating cooling. Technician confirmed that the thermostat was failing to send a Y-1 call to the condenser while in cooling mode, so the fan ran continuously, but the temperature never cooled down, because the condense didn't know it was supposed to send cold air. He validated that the condenser was working correctly, and also verified that the cooling worked when using a different (non-Google) thermostat. Because we needed the AC to work immediately, we kept the other thermostat (also a smart wi-fi thermostat). The Nest is inoperable, and I would like a refund. I contacted Nest support and opened case number 9-9045000032441; after I sent them the information from the technician, the support person confirmed that the Nest was not working, but could only offer a replacement. I was told that if I wanted a refund, I had to contact the Google Store. So, I contacted the Google Store, who told me that the return period was past (the return period is 15 days), and that they couldn't initiate a refund, but that if I contacted the Nest support team, they could initiate the refund for me. I told them I'd already talked to Nest Support, but she assured me she would explain the situation and that Nest Support would be able to do the refund. So, she transferred me. But, when I talked again with Nest Support, I was told that in fact they can't initiate a refund, and all they can do is a replacement.
Everyone I talked to gave me instructions to go to the thermostat or my app and look things up. I don't know how many times I said: IT DOESN'T WORK. IT'S NOT ON THE WALL. I CAN'T TOUCH IT OR RESET IT.
This run around took over two hours of my time.
I will NEVER purchase anything directly from Google Store again. The customer support is horrendous, and the replacement time is ridiculous. I have to have a thermostat - I can't get heat or AC without one - so they want me to wait several days to get a replacement shipped to me? No one can wait for that. That's ludicrous to expect someone to wait for that.
I am really, really disappointed in how this went. I thought Google was "Do no evil," but this is bordering.
