Offensive customer service

[EL01]

Had an issue with a nest thermostat.   

After 35 minutes on the phone, the agent ( Daniel) told me he couldn't help as he was in the USA and i was in the UK.   

1. why did the app provide the US as a support option if they cant support the UK

2. when the agent asked for the serial number,  why didnt he check my llocation if he cn only help usa customers. 

he was rude,  evasive, and unhelpful.  Not the behavior i expect from NEST.  

[Jenelyn_O]

Hi EL01, 

Thanks for reaching out. I'm sorry for the trouble this may have caused you. This is not the experience we want you to encounter. Could you please share your case number? It will help us to investigate the case. 

Best,

Jenelyn

[EL01]

7-6965000033851

[Markjosephp]

Hi there,

I appreciate your assistance here, Jenelyn.

@EL01, thanks for sharing the support ID. I'll discuss this with our team so they can take a look at what's happening and help us come up with a resolution. In the meantime, if you come across other information you'd like to pass along or have further questions, feel free to reply to this thread.

Regards,

Mark