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Nest Thermostat support is unrespoy

Phoibos
Community Member

I have posted about the Nest Learning Thermostat not performing the True Radiant pre-heat that it should even after doing a factory reset. 
I have filled out the support request form as requested. 
I received a useless stock answer with links to how True Radiant works and the comment that that will close the ticket (nice way to keep the day count of open tickets low). I was told that a reply to that email would reopen the ticket. 
I did reply, but nothing has happened since. 
Case ID [6-2916000033219]
If you experienced similarly bad customer support I’d like to hear from you. Google doesn’t seem to care about supporting the hardware products they acquired to collect even more data from us. 
I think we should not let them. 

7 REPLIES 7

Jhonleanmel
Community Specialist
Community Specialist

Hi Phoibos,

 

Thanks for posting and for your patience.

 

I checked your case and there is an ongoing email conversation with our senior support team. I also followed up with them so they can continue to help you further.

 

Best,

Mel

EmersonB
Community Specialist
Community Specialist

Hi everyone,

@Phoibos I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks for answering, Mel.

Regards,
Emerson

Phoibos
Community Member

Hi, thank you for following up! So far I have received 3 emails from support, one with a bunch of questions I answered, and 2 with links to online documentation and stock text that did not address my issues at all. 
So I stick with my assessment that customer support for the Nest thermostat is quite useless. 

Phoibos
Community Member

Still no resolution. Support has gone silent again. No follow up, no useful information. Just nothing. Way to go!

Markjosephp
Community Specialist
Community Specialist

Hello there,

 

I'm chiming in to make sure everything is covered here. I see that there's still an open discussion with our senior support. Please feel free to continue the conversation by email, as we will lock this thread in 24 hours so that we can better assist you with more choices.

 

Regards,

Mark

I’d prefer you don’t close this as there has been no resolution whatsoever.

There has been no acknowledgement of the issue, there has been no effort to find a resolution to the issue described, and all promises received that this would be elevated to engineering have been broken. 

So in order to have at least one option fir a resolution- another user who may have figured this out chiming in - it would be helpful if you did NOT lock a discussion that hasn’t been resolved. 
Thank you! 

I need help my thermostat won't turn on 

It started having issued with charing and now it won't even charge with usb