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Nest thermostat wifi issue with horrible customer service

Koyo
Community Member

I purchased nest thermostat 2 years back and I was happy with it. However, all of sudden it stop working with wifi and it cannot find any wifi. I have tried all to fix the issue but nothing worked (restarting, factory reset, charging, router reset etc). So I had a chat with the customer service. Someone called Ava, told me, “buy a new one. It is better. Otherwise, use it without owifi” and cut the chat off. He/she didn’t even suggest anything else.

So I take his/her message that wifi nest thermostat doesn’t last a few years. It looks good and works fine for a while, but it will be garbage, the traditional thermostat which cannot be controlled with app. Also, I want to emphasize that the customer support is horrible. They don’t even suggest anything. 
I have some other nest products but now I’m not sure if they last long neither. Cannot trust them anymore.
I will release all the info on SNS and tell people ecobee is way reliable and worth the price.

1 ACCEPTED SOLUTION

Koyo
Community Member

Update:

I called the tech support this time instead of chat. This time the the tech support person was very nice and reasonable. Also, they offered me a new one.

if you have the same issue with the wifi, try to contact them by phone. It would be faster and you get more reliable answer. 

View solution in original post

6 REPLIES 6

Koyo
Community Member

Update:

I called the tech support this time instead of chat. This time the the tech support person was very nice and reasonable. Also, they offered me a new one.

if you have the same issue with the wifi, try to contact them by phone. It would be faster and you get more reliable answer. 

View solution in original post

SueLew
Community Member

Care to share the phone number you used? I can't seem to find one. Thank you.

Koyo
Community Member

1-855-469-6378

this is the number I called. But please note this is a Canadian number.

you may get the number in nest app(open app, tap 3 lines icons at top left corner, and go to support.

SueLew
Community Member

Thank you!

Jeff
Community Specialist
Community Specialist

Hi,
I just wanted to check in real fast to see if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

SueLew
Community Member

Thanks for checking in. It's been horrible trying to get a replacement. It took three phone calls to three different people who had three different solutions but none of them worked. Finally on my fourth call I found someone who realized the problem wasn't with 1) the battery 2) my internet provider 3) my router and that I had tried everything but to no avail. It was clearly my Nest thermostat. I just got my replacement and have it all set up and it works fine. I only hope it lasts longer than 13 months.