Hello Google Nest,
I have bought a google nest 3rd generation learning thermostat a couple of years back; It has been working very good and I was a happy customer until a couple of weeks back.; In fact, I was very impressed with the thermostat and I was going to continuously use Nest products going forward; However it is not the case as of now.
What happened 2 weeks back: Display unit came off the base when I tried to adjust the temperature and Display unit's charge was low; I have checked, adjusted the wiring and adjusted/made sure the wiring doesn't obstruct the display unit. After I have manually charged the display unit, display unit provided me a message "To use the thermostat, attach the display to the base"; The display unit was NOT getting fixed on top of the base; When I install It doesn't click and fit properly on the base; However it sits on top of the base and thermostat has been working through phone; I have stopped manually adjusting temperature through the thermostat directly. Couple of days back, display unit disconnected from wifi as it was low of charge and I had to manually charge the display unit again and fix it back. Bottom line: Nest Thermostat display unit doesn't click and fit properly on the base; There seems to be hardware defect with the thermostat.
What did I do: I have called Google Nest customer care and spoke with Poula Joy C case number:
7-############1933. After detailed discussion, she has agreed that all troubleshooting steps have been performed and that the hardware is defective and need to be replaced; She has checked the warranty status and has advised that the hardware is out of warranty and that she will not be able to provide me a free replacement; She has also mentioned that "Since it was a hardware defect and customer is not at fault, she has advised me that google store will be able to send me a replacement thermostat free of charge and advised me to call google store. I then called Google store, but was unable to reach them. I have again called nest customer care and spoke with Diego; He has checked the case notes, talked to his senior associate and advised me that "since the hardware is out of warranty, there is no way google store can provide me a free replacement thermostat. He has also mentioned that its not their process to route a out of warranty customer to google store to get free replacement. Note: Both the calls were made on Jan 02nd - First call @ ~ 12 PM ET and second call @ ~ 01 PM; Hope these calls were recorded and I would recommend to listen to the calls, especially the first call.
Questions as a customer:
* I have spent more than $ 300 and it broke after a couple of years. What's the average life time of a Nest thermostat? Is it expected to break after 2-3 years?If yes, its not worth the money.
* If a product is defective and if its out of warranty, its understood that it can't be replaced free of cost and that customer may need to repair or buy a new device; Why is your associate setting a wrong expectation that google store will be able to replace the hardware free of cost? Or am I missing anything. This is very disappointing.
Not sure if you care, but just thought of letting you know a customer's experience, especially about "setting a wrong expectation with the customer". Please feel free to reach me through my email or mobile phone if you have got any additional questions.
Regards
Srini
