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Nest thermostat wifi issue with horrible customer service

Community Member

I ordered my replacement unit back on November 2nd. I waited a few days to received any shipping info and did not so I called Google and Google screwed up and never created a RMA and I am not sure how this is my fault but the replacement unit was to be delivered between November 8-10th. (Now I have no idea when the hell I am getting my 3rd device and if this one may be defective also.) I asked to speak to a supervisor and am told that one would call me back in a hour. I am still waiting for the call. I called back the next day and ask to speak to a supervisor and told it will be an hour call back and I told the representative that I am still waiting for the call back from the previous day. After him trying for 30+ minutes to find a supervisor I said ok have one call me. I am still waiting for that call back. I called back later in the day and finally got a supervisor by the name of Jun to call me back at 3 pm he has been the only one to call me back. However he really was not able to do nothing to help me. Google's Customer service is awful actually it sucks. This is my 2nd defective device and google has screwed up the shipping on both deliveries. Google supervisors should be able to ship out customers devices faster. You ship your return devices 2 days air. Then you should be able to help an inconvenienced customer with a faster shipment.


Community Specialist
Community Specialist

Hi everyone,

In an effort to keep content fresh on the forums here and prioritize current issues, I'm going to go ahead and close up this thread. If you have any outstanding issues from this post or any other problems, please feel free to open up a new discussion. rgreeleyrn, I'm sorry you had a bad customer service experience. I hope as we go forward we can do a better job addressing your concerns and needs.