Nest Thermostat multiple issues

[Scottw1975]

I have been experiencing multiple issues with my nest learning Thermostat

1. Will randomly go into ECO mode when I am home. 

2. Will not switch to away when I am miles away from home

3. Will not learn at all i have cleared reset the temps and it refuses to learn. I have it on heat/cool mode

4. My app will disconnect from the device randomly. 

I have tried everything except reset all factory settings.  I have a warranty claim started and it says for faster service contact customer support.

Google should not expect customers to wait 4 weeks for a warranty claim response. My device will be out of warranty in 30 days. 

[Markjosephp]

Hello Scottw1975,

I'm sorry to hear that you're having issues with your Nest Thermostat. I'd be happy to take a look at this for you.
 

Could you share with us your support ID from the claim you've submitted? I'll look forward to your response.

Regards,

Mark

[Scottw1975]

Here is my Warranty Support Case ID 1-8061000034348

[Markjosephp]

Hi there,

Thanks for sharing the support ID. I've followed up with our warranty claims team. Please expect an email update from them anytime soon. I'll leave this thread open, and let me know if you get assistance.

Regards,
Mark

[Markjosephp]

Hey Scottw1975,

Thank you for your patience. An email update has been sent to you. So please check your inbox, spam or junk folder and continue the conversation there, as this thread will be locked after 24 hours.

Regards,

Mark

[Scottw1975]

I have Checked inbox spam and junk email. No email has been received from Google except your email to tell me to be on the lookout

[Markjosephp]

Hi there,

Uh oh! We know that this has taken some time. I followed up with the person who's handling the case. Rest assured, we're not leaving you hanging. I'll get back to you as soon as I have something to share.

Regards,
Mark

[Markjosephp]

Hello Scottw1975,

Just one quick final check. It appears that our team has sent you an update. Please check your email updates and continue the conversation there, as this thread will be locked after 24 hours.

Best,
Mark

[Scottw1975]

I keep getting an email saying I should receive a call in 24-48 hours.. I have not received a phone call. 

[Markjosephp]

Hello Scottw1975,

I'm sorry for the incident. However, I see that you already discussed the replacement procedure with a member of our team. We only produce a limited quantity of new devices, but we can promise you that before shipping, all replacement devices go through a rigorous process to ensure the highest level of quality.

No worries; the case has been escalated to our Senior support, so please continue the conversation for any updates, as this thread will be locked in 24 hours.

Regards,
Mark

[Scottw1975]

I spoke with Support and Explained my issues. Was told there would be a replacement. Then Spoke with another support agent and said no there was not a replacement I have to wait 12-24 hours to help determine the issue. I am so confused as to why this is so difficult. Yes I want a new device I paid for a new device and should get a new device in return. The 2nd agent had me switch off location services. No My App says I am away when I am standing in my living room. I had to manually switch it to Home so the device would cool to the auto schedule and not the ECO mode. So Now I am home and it says I am Home when I leave the house. I have to manually switch the app to Away. I was told the learning feature is not really a learning feature. I need to have a set schedule. I could have bought the Google Nest Thermostat that does not have the learning feature for $100.00 Less. I am not a happy Customer right now. This process Has me so frustrated with Google.  Also, I could not understand half of what the tech support agent was saying. 

[Scottw1975]

3 weeks of Time wasted on this issue. Broken Promises of Callbacks. Hoop after hoop I have to jump through To get 1 warranty issue resolved. No resolution in sight. New product purchase for a reconditioned replacement. Google Customer service on a scale of 1-10 is a 1.  is Google's motto to make the warranty process so difficult that people will eventually just give up?

[Scottw1975]

Still having to switch my thermostat to away and Home no changes since we turned off the phone location services

[Scottw1975]

Do you know when a resolution will come regarding my defective Google Nest Thermostat. I have not hear from anyone in over a week. 

[Scottw1975]

The 12-24hr troubleshooting ended 4 days ago. No response from anyone regarding a resolution. When Im home i have to manually switch thermostat from away to Home at least 5 times a day. When I leave I have to manually switch the thermostat to away. 

[Scottw1975]

This is day 7 of no replies to my issue. The worst customer service experience ever.