Poor support for the Nest obsolescence promotion.

[JJK2607]

Have a gen 2 Nest thermostat.  Received Nest email notifying end of support, with a promotion to purchase a 4th gen at discounted rate from Google store. When I follow the email link for the promotion it does not reflect the promotional price.  Chatted with Google Store support for over an hr.  They keep telling me someone in my household must have already used the promotion.  I indicate no one else in house, and I still have the old Nest, haven't purchased a new one yet (what I'm trying to do, even though there was never any indication when purchasing 2nd gen -10 yrs ago that the remote control support would cease in future).  They elevate the support ticket and 48 hrs later tell me the same thing, someone must have already used the promotion.  I tell them something is incorr cr as I have t purchased one yet (why would I need 2??).   No response.  

[myemail876]

I am having the same issue. Expect, I ordered and they cancelled my order....

[Middle-Road]

Why would anyone buy a new Google Nest Thermostat (or any Google device) knowing Google REMOVES smartphone functionality (Turns into a Pumpkin)  when support upgrades end.   

I can understand stopping software upgrades,  but nobody should buy one of these expensive thermostats knowing how Google removing functionality at end of support. 

[EduardoN]

Hi @JJK2607,

Thanks for contacting this community! I understand that you received an email promoting the Nest Learning Thermostat (4th gen), but when you tried to redeem it, you had an issue where the discount was not applied (or not showing up). I appreciate the time you took to chat with our (Google) technical support, but they only told you that someone had already redeemed it, even though you are the only one at home. Don't worry, I'm here to help you!

Regarding the situation where your case was escalated and you were given the same resolution, I would like to ask you a few questions to be able to give you better follow-up:

• You mentioned that you chatted with technical support; could you please provide the case number?
• When you try to redeem the promotion, what is the exact error that appears? I'd appreciate it if you could send me a picture.

@myemail876, I would like to get the same information from those questions to verify what happened, and I apologize for the inconvenience regarding your cancelled item/order (or your lost item that was cancelled).

Please feel free to share any additional details you think might be relevant.

Best regards,
Eduardo

[JJK2607]

The case number is  [6-6824000040008]

When I tried to use the link from the promotion email, there is no 'error 'code', tmrather it simply does not apply the discount and only offers me to purchase at the full price without discount.  Pic attached.

 

[EduardoN]

Hi @JJK2607,

Thank you very much for the case number and the photo. I understand that a message has been generated which indicates that it has already been redeemed, and because of that, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards,
Eduardo

[JJK2607]

Form submitted

[JJK2607]

@EduardoN Hi, it's been 2 weeks since I submitted the form per your request.  I'm still not able to see the promotional price for the Nest as I should. 

[EduardoN]

Hi @JJK2607,

Thank you very much for confirming that you submitted the form two weeks ago. At the same time, I apologize if you have not received a response regarding the thermostat promotion. For this, I would like to check if you can fill out the form again so that I can give it a specific follow-up. Please let me know when you have completed it. As a recommendation, use the same email address that you have in the Nest app.

Keep me posted.

Best regards,
Eduardo

[JJK2607]

@EduardoN I have submitted the form a 2nd time. 

[EduardoN]

Hi @JJK2607,

Thank you very much for confirming that you have resubmitted the form. Therefore, I would like to ask you to keep an eye on your email inbox, as the appropriate team will be contacting you there.

Best regards,
Eduardo

[JJK2607]

@EduardoN @I've received the response from a 'senior customer rep'. Their  response is consistent with 12 other responses telling me the code has already been used. I am telling you NO ONE has used this code, I have the old Nest thermostat and have not purchased a new one. No one has access to this email so no one could have used the code.  The error is on your side.  You have lost a customer and I'll be happy to provide a ton of negative support reviews all over the web. As the title of this thread says, this is terrible support by a trillion dollar company.  Shame on Google. 

[JJK2607]

For those considering, Honeywell makes much more future proof products, I'll be switching to them vice Google and Nest BS.

[myemail876]

Where do I send this information because I’m tired of talking to persons and getting the same thing over and over saying oh it must be used. It must be used

[EduardoN]

Hi @myemail876,

Thank you very much for sharing this information. While I understand your point of view, I would appreciate it if you could send the information to me. This will allow me to verify or correct the details and offer you more options, as I know it can be tiring to receive the same thing repeatedly,

Keep me posted.

Best regards,
Eduardo