My nest thermostat device is not working. I had to make several calls to customer service before they finally admitted it was the device that is faulty - and I had to pay £114 to a plumber to come out and check something before they would admit that. And now the response is "buy a new one".
The device is admittedly out of warranty but it started to malfunction when it was in warranty - it stopped connecting to the internet, I have written proof of that. I believe I did try and report this at the time but got nowhere so given the device was still working the boiler I decided I could live with the inconvenience of not being able to use the app.
When I had the email advising me to buy a new one it said I could reply to the email to reopen the case. (which is reference 9-9377000036875). I replied to the email saying how disappointed I was with the customer service. I asked if they would buy a new device if the first one had started to malfunction within 2 years and completely broke in about 3 and a half years. Especially if you'd already had to pay £114 before the company who made it would admit it had gone wrong. Is that the sort of organisation you'd recommend to others? My email was completely ignored and now when I try to use the instant chat feature to escalate this no-one is replying there either. Can anyone help?
