Poor Customer Support

[Phosis]

I want to start and say I love my Pixel and both of my nest thermostats!  That being said, I will not purchase another item from Google until the customer service problems are resolved.  I had issues with my Pixel 2 and problems with delivery of my Pixel 5a.  In both cases I was run in circles by "customer support".  Today I contacted, "Martin" at 7:44 about one of the thermostats in my home and he abruptly ended the conversation at 9:50 with nothing resolved.  

The thermostat in question was faulty and was finally replaced, see Case ID [4-4307000033103].  This new thermostat has started to click out of the base when I push the bottom of it.  Since the replacement only included a display with no base, I assume it was a refurbished thermostat and now it is not fitting correctly. 

When I opened this case (Case ID [9-2712000033622]) I was told by, "Violet" I needed to make a video of the problem and email it.  I made the video and linked it to the email and no one did anything.  Then I reached out to "Martin"  (case ID is 0-8752000033751) and was talked in circles from 7:44 PM to 9:50 PM with no resolution. Martin abruptly ended our conversation saying I will get an email in 24 hours from his team after trying to refer me to a, "Senior Team Member" who was unavailable.  At one point he implied I had broken the thermostat after saying he had watched the video and then made me take photos of the base plate and the back of the thermostat.  This is clearly not the case as the video shows the thermostat is slipping off the base! 

This is the second replacement for the same thermostat, the other thermostat in my house works great!  I love the Nest products but I am taking the doorbell and smart lock off my Christmas list this year because I do not feel confident that my problems will get resolved in a timely manner.  Will someone from Google please replace my faulty thermostat for the second time?  Also please hold these customer service representatives and their management accountable for failing to give customer support.  I am confident this representative was acting this way due to the coaching of senior management.  Having worked in customer service for ages, I am deeply disappointed that I cannot buy Google Nest products without the confidence of knowing there will be support for these complicated smart devices.

[Jhonleanmel]

Hi Phosis,

Thanks for bringing this to our attention.

We’ve reviewed your case IDs, and our team has sent you an email. Please continue your conversation there to avoid confusion. Also, we’ll keep this thread open in case you have other questions or concerns.

Best,
Mel
 

[Phosis]

Thank you Mel,

I received an email from Christian case ID:#0-8752000033751.  Christian stated that I would receive an email from the replacement team two days ago.  How long should I expect to wait for the replacement team to arrange a swap?  Thank you for the quick response on Google forums and Google nest support.

[Jhonleanmel]

Hi Phosis,

Thanks for getting back to us. I suggest you send a follow up email with Christian so they can reply to you as soon as possible. I have followed up the case ID you provided so they can get back to you shortly.

Best,

Mel

[Jhonleanmel]

Hey Phosis,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[Jhonleanmel · Accepted solution]

Hi Phosis,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel