The Worst Customer Service I Have Ever Experienced (Avoid Nest Products) - Brand New Nest Thermo

[kooldoa]

Its been almost 4-weeks now, I am still awaiting confirmation from Google after supposedly been escalated to a Senior Manager within Google Nest to send a replacement Nest Thermostat for faulty one but nothing has happened and theres been no further communication from Google despite 4 follow up emails .   On 14 December 2023  a member of their support team in Guatemala, performed troubleshooting, she found that the my Nest 3rd generation Thermostat was faulty because it was not connecting to the wifi like the 6 other nest thermostats in the house were connected. I was informed on the call that even though the fauly thermostat is under warranty Google are unable to ship a replacement Nest Thermostat to my country. This being a Google process problem, I was assured that the problem will be escalated for Senior Management intervention on the 14th of December 2023. Today is the 11th of January 2024, I have not heard back from Google Nest support and 4 follow up emails have gone unanswered. The poor level of customer service from Google is unacceptable and unbelievable. The problem with the Nest Thermostat not connecting to wifi was reported to Google beginning of November last year and it took almost four weeks to get a member if Google Nest Support team to actually troubleshoot the unit, after several attempts I ended up calling Google Nest Support Centre as they never responded to all previous attempts making a long international call which was very costly. From the beginning it was clear that the unit was faulty as the 6 other Nest 3rd generation thermostats in the house were connected to the wifi and were working. These are the first products I have purchased from Google, if I knew their customer service was this poor I would have opted for other thermostats. From the other posts on this thread it appears that other customers are experiencing the same poor level of service from Google.  

[Markjosephp]

Hello kooldoa,

Thanks for bringing this to our attention, and I'm sorry to hear about your frustrating experience with our support. I understand that despite your efforts and follow-up, there has been no resolution or communication from our team. I'd like to further investigate this and try to check for options.

Can you share with us your support ID numbers from your previous contact with us? Also, to confirm, from what country are you posting?

I'll look forward to your response.

Regards,
Mark

[kooldoa]

Hello Mark,

Thanks for your reply, it is helpful to finally get a response. For your reference the case number is 5-8000000035769 and I am based in Dubai, in the United Arab Emirates. 

Thanks 

Kooldoa

[Markjosephp]

Hi kooldoa,

I understand that you are currently in Saudi Arabia and facing challenges with the replacement process. I apologize for any inconvenience you may be experiencing. Our support for Nest Thermostat replacements is currently limited to specific countries due to logistical and regulatory considerations. Unfortunately, Saudi Arabia is not currently within the supported regions for replacements.

However, while we may not be able to process a direct replacement at the moment, I suggest exploring alternative options. You can consider reaching out to local retailers or authorized distributors in any supported countries, such as the United States (except Puerto Rico), Mexico, Canada, Belgium, France, Ireland, Italy, the Netherlands, Spain, and the United Kingdom. But the cost of shipping to Saudi Arabia will be shouldered by you.

If you have any further questions or if there's anything else we can assist you with, please don't hesitate to let us know. We appreciate your understanding and patience in this matter.

Best regards,
Mark

[kooldoa]

Hi Markjosephp, I am in the United Arab Emirates not Saudi Arabia.

I have been informed by Google Nest support that the faulty unit can be replaced since it is under warranty. So I do not understand your statement about not being able to process a direct replacement. 

The problem was that the Google support staff member was unable to ship the replacement to my address in the United Arab Emirates. So as far as I was concerned this is a Google Nest problem which needs to be resolved as I was informed that the issue will be escalated to Senior management within Google. I have been waiting for a formal response since 14th December 2023.

With the problem originally reported in October 2023, I am not going to contact any distributor as you have suggested. 

Until I receive a formal response, I cannot suggest alternative options such as the replacement being shipped to my US, UK or even offering to pay for the shipment on behalf on a company like Google which will be unbelievable. 

Thanks

Kooldoa

[kooldoa]

Hi Mark, I am still waiting for a reply confirming the replacement of the faulty which is still under warranty. I have been waiting since October last year for the faulty nest 3rd generation thermostat to be replaced. Of the 7 nest 3rd generation thermostats we have this one only worked for three months, since October last year when the problem was reported to Nest support there's been no resolution.

Thanks Kooldoa

[Markjosephp]

Hi there,

I appreciate your clarification about your location in the United Arab Emirates. I understand the frustration regarding the shipping issue to your address, and it's indeed a matter that needs resolution.

Waiting since October for a replacement is undoubtedly a long time. Unfortunately, the UAE is not covered for the warranty replacement process. Please check out our Hardware warranty centre for the information, and I'd suggest continuing the conversation via email with our support team for a possible arrangement or options available.

Best regards,
Mark

[kooldoa]

Hi Mark, 

At some point I hope that common sense will prevail so someone within Google will take responsibility and actually help to resolve this problem. Repeating the problem back to me which I escalated for management intervention does not resolve situation.

Also, perhaps you can explain how I can continue the conversation with your support team via email when emails are not answered? All five emails which I have since 14th December 2023 have gone unanswered, all emails reference the last conversation with Google support when they promised to escalate the issue for management intervention. The reason why I raised the query here is because the emails are not being answered.

I would reiterate the offer I made in my message above, if Google is unwilling to honour its warranty obligation to ship a replacement for the faulty thermostat to my address in the UAE, I can provide my address in the US, UK or even pay for the shipment to the UAE. I hope this offer allows Google to honour its obligation?

Thanks

Kooldoa

[kooldoa]

Hi Mark, 

Its been two weeks with no response, how is this okay?  At some point I hope that common sense will prevail so someone within Google will take responsibility and actually help to resolve this problem. Repeating the problem back to me which I escalated for management intervention does not resolve situation. The thermostats were purchased from Amazon.com and they asked me to contact Google Nest support for warranty related services. 

Also, perhaps you can explain how I can continue the conversation with your support team via email when emails are not answered? All five emails which I have since 14th December 2023 have gone unanswered, all emails reference the last conversation with Google support when they promised to escalate the issue for management intervention. The reason why I raised the query here is because the emails are not being answered.

I would reiterate the offer I made in my message above, if Google is unwilling to honour its warranty obligation to ship a replacement for the faulty thermostat to my address in the UAE, I can provide my address in the US, UK or even pay for the shipment to the UAE. I hope this offer allows Google to honour its obligation?

Thanks

Kooldoa

[kooldoa]

I have just read this HBR article which is a true depiction of the poor customer service Google is providing to its Nest product customers.

https://hbr.org/2014/01/nest-and-googles-customer-service-problem

[Markjosephp]

Hi kooldoa,

I'm sorry for the late reply. I have escalated your case internally, and we are actively investigating the issue to ensure that it is addressed appropriately. I understand that the repeated mention of the problem without resolution has been frustrating, and we're looking for possible options for you. Regarding the email communication, I'm sorry for the lack of response. This is not the level of service we aim to provide. I have notified our support team about this issue.

With your generous offer to provide alternative addresses for shipping or cover the shipment costs, we can consider shipping the replacement to your US address to expedite the replacement process. However, we need to check first about the return of the faulty unit since it would be an international shipment.

Please be assured that we are actively working to resolve your concerns, and I will personally follow up on your case to ensure that the appropriate steps are taken to address the warranty-related issues with your Nest Thermostat. I'll keep you in the loop once I receive an update.

Warm regards,
Mark

[kooldoa]

Hi Fellow Google nest thermostat owners, given the challenging and unbelievable experience I am still going through trying to get customer service support for a brand new Nest third generation thermostat from Google, I have created this thread for other customer's to share their experiences either good or bad. I have just read a HBR article (see link below) which pretty much describes what I am going through with Google Nest support.

https://hbr.org/2014/01/nest-and-googles-customer-service-problem

In May last year we bought and installed 7 nest third generation thermostats. In October one of the units stopped connecting to our wifi, after weeks of troubleshooting and reaching out to Amazon, I was advised to contact Google support. From October last year it took an inordinate amount of emails (most likely being answered by bots) and online requests for a Google Nest support team member to contact me. By 14th December 2023, I was feed up, so I made an international call from Dubai to Google support team, I spoke to a nice lady in Guatemala who took about an hour to complete troubleshooting and came to the conclusion that the unit needed to be replaced. I provided my address for the replacement unit to be sent, only to be informed that the unit cannot be shipped to me because I do not reside in a country that the unit can be sent. I was assured that the problem will be escalated and that I will be contacted with a resolution. Today is 3rd February 2024, after several unanswered emails and an on going supoort thread with google nest support, there is still no resolution. I have offered to pay for the shipment and provided alternative addresses in the US ans UK for the replacement unit to be shipped but there has been no response from the support team on email since 14th December 2023, I have sent at least 10 emails. On the Google support forum the last reply was 3-weeks ago, I have posted at least 4 messages with no reply. Rather than characterise my experience, I wanted to share it and get others to share their experiences good or bad. I look forward to hearing your feedback as well.

[kooldoa]

Hi Mark, I can see what you are doing with my new post requesting for others to provide there experiences. Can you please reverse the merging of my new post with this post as you can clearly see that it has nothing to do with this post, it is addressed to Nest thermostat owners and it is unrelated to this post. Thanks Kooldoa