I have been a long-time nest client. Recently I came home and my new Gen 3 nest unit that I bought at full retail less than 7 months ago was not working and my house was at almost 85° my dogs suffering and the device not responding or connecting to the network. I went through the warranty support, and after their troubleshooting, my unit stopped functioning, leaving me with no way to control the climate on my house. They then said I needed to go buy another unit in the meantime to run my house, as I waited for a warranty replacement to be sent to me. Also, they made me essentially pay for the unit , putting a hold on my card for the whole retail value of the unit. The new unit was not meant to arrive until the 26th-28th of the month. The representive even eluded to the fact that if I had purchased it directly from Google, there would be more they could offer me. They were absolutely unsympathetic and told me it was not their problem how I got my furnace and cooling system to run in the meantime. With incredible allergies, family, and dogs, as well as impending 80-90 degree weather, I knew I had to bite the bullet and get something temporary. I got a temporary solution with the help of Amazon, with whom I purchased the unit. I actually had the Amazon supervisor on the line while I spoke with the Nest representative. To say the least, he was appalled by the poor customer service and lack of any form of empathy. After hearing the way the nest rep treated me, he gave me a significant discount on the temporary unit. I had to rewire my thermostat and put more holes in my wall and an adapter, but I got it up and working. I returned home today from work to see a package on my steps. I was excited when I realized what it was. I immediately opened the box to find even more disappointment. The unit face had no protection, box labeled with a sticker, and very little protection it was hap hazzard job at best. The units face is covered in hairline scratches and black smudges and dirt all over the back and side of the unit. This was obvious as it is a white unit. I had been sent some other consumers problem, and that was now obvious. I immediately notified customer support, and they were quick to apologize but offer no solution other than they check the units when they send them out, and sometimes this happens. It was obvious they knew they had sent me a used unit. The solution again with no empathy was that I could send the unit back, and once they receive it, I can reach out again to them for another replacement. This means I have to do all the work, and this process can now take another 10 days. They will also be putting another charge on my card for the future replacement. This makes no sense, and as a consumer, I trusted this product to monitor and control my furnace and cooling system as well as air filtration. How can Google be such an innovative company and have so much market share and treat its clinets this way.
