Received email from Google our Nest Thermostat is defective & offer to replace -- Ph# is not

[avivite]

Hello EdmondB, we bought our Google Nest on Aug 2022 and a month ago it stopped working, cannot find wifi network, therefore, we cannot connect it to our phone and use it from upstairs. We are very, I repeat-VERY disappointed with Google Nest support, as there is no way to reach out to you and we are stuck with your defective product. We did reset, everything we could. Please help us to get a replacement and talk to someone that can help us. My email: #  phone number #####. I really hope to hear back from you. Thank you.

For the safety of our community members, this post was edited to remove personally identifiable information.

[Markjosephp]

Hello avivite,

I appreciate you posting in this thread, and I'm sorry if we let you down. I hope we can have a better time, and try to make things right.

Could you provide more details about the Wi-Fi connection issue? Is there a message code? What specific type of Nest Thermostat is this? Also, could you provide a rundown of all the steps you've tried?

I'll look forward to your response.

Regards,
Mark

[avivite]

Hello,

The nest device cannot connect to any wifi network. At the network configuration it keeps searching for networks but cannot find any. There are various local wifi networks that any other device in our house can detect. Entering our wifi name at the nest does not help. Resetting the nest with keeping the configuration does not help. It was detecting our wifi network before, but stops doing so a month ago. 

We are at this point of either remove this nest and never buy again or hoping to get from Google Nest a replacement so we can be back working with it and not being so disappointed with it. This a new product we purchased last Aug 2022. 

The product we bought was:

Google Nest Learning Thermostat - Programmable Smart Thermostat for Home - 3rd Generation Nest Thermostat

[Markjosephp · Accepted solution]

Hi there,

Oh no! Thanks for letting me know all this. I'd be happy to shed some light on your situation here.

To make sure everything is covered, could you give these steps a shot?

1. Perform an account connection reset in your thermostat's reset settings.
   1. This would unlink it from the account connected and disable the network configuration.
2. Once refreshed, check the network settings to see if a message code appears. If there is, let us know the code.
   1. If there's none, give it one last shot to search for any Wi-Fi networks, including enabling your phone's mobile hotspot.

Keep me posted on how it goes.

Regards,
Mark

[avivite]

We will try it and get back to you. I know we tried resetting it before and nothing worked, but I'll give it last shot and get back to you.

[avivite]

We tried the reset and all the process and nothing helped. We read that we're not the first that going through these issues and it's very disappointing. We do hope that a product like that that cost so much should not be good for a year and then trash. I'll add pictures if possible but we do appreciate a replacement to show us Google aware of these bugs. 

[avivite]

I have all the pictures to show you how it doesn't work, it doesn't recognize any WiFi network and keep saying error and won't work. Please advise 

[avivite]

Hello Mark,

I still didn't hear back from you. Not being able to use the product that we paid our best money for is very disappointing for us and we're waiting to hear on your response.

Thanks

[avivite]

Unfortunately, we cannot rely on Google and will have to dispose the best, never buy again and make sure others will be aware of this product. Total disappointment. Thank you for making sure we are being addressed 

[Markjosephp]

Hi avivite,

Sorry if you feel that way—we're trying to be as responsive as we can. But I appreciate your effort in trying all the possible steps and exhausting all the platforms available. Let's sort this out.

If you wouldn't mind filling out this form, we'll get you the right level of help.

Let me know once you're done.

Regards,
Mark

[avivite]

I'm done but honestly, after so long, we have no expectations whatsoever. We did and still do expect to get a replacement for such a defect product. 

[Markjosephp]

Hey there,

Please don't give up on us yet. I understand your frustration, and we definitely don't want you to have this experience. We're committed to looking into this more. By having the form submitted, we can check the options available for you.

Best,

Mark

[avivite]

This is far too much long of a drag. It is defective product known all over the Internet. The company must recall all these defective products and replace them. Instead, Google hassle customers with more and more responses that says nothing. This is a defective product, and now knowingly made and mishandled by a  Google Inc. Google must send a new device by the end of today or do not bother us ever again with much delayed and useless comments. We take all our business away from Google, hardware and software. And we are in the process of putting public reviews letting everyone know the real hypocritical face of Google. There are better compatitors and we and everyone move the business there. Google is a failing us as a company and we are very disappointed with it 

[Markjosephp]

Hello there,

I hear you. We're working hard to find a solution that meets your needs and to resolve this in a timely and satisfactory manner.

We are committed to providing our customers with the best possible service, and we take your feedback very seriously. I've made a follow-up with the team, and please keep an eye out in your inbox soon and continue the conversation there for any updates.

Regards,
Mark

[Nests]

Aquí te quedas no me molestas a mi ni a nadie

[Jenelyn_O]

Hi Nests,

Please feel free to let us know if you have any questions or concerns by creating a new thread, as we'll be willing to help you from there. 

Kind regards,

Jenelyn