Nest made faulty by support

[Flyboy46]

I recently had a problem with my hot water. During the process of finding the fault I contacted Google nest support. After asking for some photos of the nest thermostat and the hub wiring , I was talked through the resetting of both the stat and the hub. Subsequent to this I noticed that the thermostat looked different, as it now referred to a humidifier. The support engineer (In Romania) consulted senior support and advised me that my thermostat was now running on American software and was no longer talking to the hub as the US version did not have a hub.  He asked for my patience and said he would contact me. I duly received an email informing me that the solution now would be a replacement unit  but that as my warranty expired in 2018  the onus was on me to replace it.

Despite my saying that this latest problem was actually caused by my following the instruction of support,  and therefore they have a responsibility  all I have been advised to do is to see if I can get one secondhand!

To make matters worse I found a faulty valve (The 3 way valve in the S plan), which I have now replaced so it is looking very likely that the actual nest was not faulty before I did the reset.

I am not happy at all that your own support caused the problem and now have washed their hands on the matter.

The Google support reference is Case ID is 4-4203000032987.

I consider this to be a tort of negligence and would like to know how I escalate the matter.

[Frustratedddd]

The problem you are having now, are you saying the screen information relates to humidifier and NOT the standard UK system you had originally?

Oh, and are you wired to the thermostat base ring or USB connection?

[Flyboy46]

ThHi Frustratedd.

That's it exactly  it was only after the reset that the US software downloaded. And my installation is fully wired so it can support both wired and USB between base and hub but I use (or since that reset used to use) the hub to power the stat.

I am so upset over this I took legal advice hence the "Tort of negligence".

[Frustratedddd]

OK, well the software is not USA, you still have the UK software.

Your issue is the base ring, I'm 99% sure that will solve the problem!

I have come across this many times, and whatever you do all the settings show as humidifier. I also expect when you look at the main dial the reaction is oposite to normal function, and working like a air con unit? What I mean by that, the dial works at low readings, ie below 10.

Sound about right?

What software version is running on the stat?

[DragosC]

Hi there  @Flyboy46,

Thanks for reaching out and I'm sorry for the inconvenience our product has caused. I've checked on your case and the best course of action would be to reply to the senior support agent's email with a formal complaint that we'll flag it for review. You won't get better help here on a community thread than directly with the senior support team. 

[AlexD]

Hi, I wanted to check in. Is there anything else I can try and assist with? If so, make sure to let me know.

[Vladut]

Hi there, as you haven't replied I'm goona go and close this thread. If you need anything else please feel free to start a new one. Have a great day ahead!