I had a new Lennox HVAC installed. Before buying a Nest 2020 thermostat, I called to make sure it was compatible with my system and was told yes. I purchased the therm. and had a professional install, but after discovered that when set to cold, it blew hot air. I removed the therm, then a few weeks later called Nest support and tried to install myself and the same issue happened, set to cool and blew hot air. Google thought there may be a defect and sent me a refurb unit. I tried installing again with google support help and same issue happened. Google told me to get a professional to install, and I explained I already had and wasn't willing to pay a second time unless Google would cover the cost if it was determined the unit is incompatible. This senario of me trying to install with google support has happened 3 or 4 times and should all be documented in the notes.
I have 2 other nest therms installed ( that I installed myself) and they were working perfectly, gen 1 and 2 . I replaced both last week with gen 4 and again installed myself. I decided to give the 2020 a try again with google support. We could not get it to work , at that point support offered no options, told me it may not be compatible and to get a pro installer even though I had one for original installation. I explained I called google first and never would have purchased if I was told it was not compatible and would not pay an installer a second time. I asked for a credit toward a gen 3 or gen 4 and was told no,now out of warranty but this is not a warranty issue. All I have written should be documented in google notes.
This unit was only purchased because google confirmed it was compatible. The unit was originally installed in colder weather. Once we switched to AC and discovered it blew hot air it has not been used. If it were heavier I could use as a boat anchor. Very disappointed in Google's lack of problem-solving and unwillingness to accept responsibility for providing wrong compatibility information. They may have saved on issuing a credit but have lost a good customer.
