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

[andrewdclark11]

I received a Nest thermostat as a gift last year and was looking forward to installing after moving into my home this week. The product was brand new, never opened, and straight out of the box. After removing my current wall thermostat and installing the Nest Thermostat I was disappointed to see that my device would not turn on and had a flickering screen. 

I reached out to google nest support 4 different times to help resolve this issue to no avail. In one phone call with a customer representative named Frank, (Case ID: 8-3163000035215) I was told that the device was definitely defective and not my fault that it wasn't working as my HVAC system was compatible. However, since this gift was purchased over a year ago there was nothing they could do and there would be no replacement or credit. What kind of company doesn't back up their products unopened out of the box? 

To add to the fiasco, after I requested to speak to a senior representative/supervisor, Frank told me that he could not find one. He said he would keep pushing to find a manager and then proceeded to put me on hold for over 1.5 hours!! It was clear to me that these reps will avoid at all costs to transfer your call to senior members. Likely to prevent internal dings against their support record. I was put in an endless hold while my house was freezing with no heat.

I will be sharing this story with other friends, family and across social media so future buyers are aware of Google's extremely poor customer service. Buyer beware when selecting your future smart home devices. I was severely disappointed to have zero support for a product that was broken straight out of the box. @Markjosephp  @Borban @JillG @MelbaDT 

Andrew

[Markjosephp · Accepted solution]

Hello again,

I know it has been a while, and I wanted to ensure that everything was covered here. 

We've checked the details of your Google Nest Thermostat, and it shows here that your device is no longer within the warranty period. Our Warranty, safety and regulatory information policy is designed to protect our customers from unexpected costs, and we understand that it can be frustrating when a device breaks down outside of the warranty period. However, we're unable to replace devices that are out of warranty. You may visit https://goo.gle/2NXcnMq to see if there are on-going promotions for Google Nest devices in your country.

I hope you understand.

Best regards,
Mark

[Markjosephp]

Hello Andrew,

I came across your post here in the Google Nest Community about your Nest Thermostat that won't turn on. I'm sorry you have to experience this, and we hope you can have a better time. We would want to look into this more thoroughly and work to put things right for you.

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

Keep me posted once you're done.

Regards,
Mark

[andrewdclark11]

@Markjosephp I just filled out the form.

[Markjosephp]

Hey there,

Thank you for your patience with us. We've created a case for you. Your issue has been escalated to our senior support team. Please keep an eye out for an email from us in your inbox soon. Also, don't hesitate to give us a shout if you have additional questions or concerns — we're here to help!

Regards,
Mark

[andrewdclark11]

Thanks Mark, I’ll be on the lookout.

[Markjosephp]

Hi andrewdclark11,

Sounds great! In the meantime, if you come across other information you'd like to pass along or have further questions, feel free to reply.

Best regards
Mark

[andrewdclark11]

Hi Mark,

I still haven't heard back from anyone at Google...

[Markjosephp]

Hello Andrew,

We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; I'll get back to you as soon as I have something to share.

Thanks,

Mark

[andrewdclark11]

Thanks

[Markjosephp · Accepted solution]

Hello again,

I know it has been a while, and I wanted to ensure that everything was covered here. 

We've checked the details of your Google Nest Thermostat, and it shows here that your device is no longer within the warranty period. Our Warranty, safety and regulatory information policy is designed to protect our customers from unexpected costs, and we understand that it can be frustrating when a device breaks down outside of the warranty period. However, we're unable to replace devices that are out of warranty. You may visit https://goo.gle/2NXcnMq to see if there are on-going promotions for Google Nest devices in your country.

I hope you understand.

Best regards,
Mark

[andrewdclark11 · Accepted solution]

If any potential google nest customer is reading this, don’t buy their products. I have found much more success using SimpliSafe. Avoid Nest as per the example above.

[Markjosephp]

Hi there,

Thank you for taking the time to share your experience and perspective with us. We appreciate your feedback, and your input is essential in helping us look for more ways to improve our products and services.

For any future inquiries you have about the Nest Thermostat, feel free to start a new thread. We're here to help!

Warm regards,
Mark

[Randyp10]

I tend to agree with this comment. When my nest thermostat is working, it’s great, when it needs help, there’s no help.  Customer Service is awful. 

[GTobin]

I cannot believe how poor customer service is at Google Nest Support. There is an ongoing issue with Nest Learning 3rd Ed not only here but also in Europe - see the multiple YouTube reports from existing Nest customers & it wold appear that both here in the US and in the UK people’s request for assistance & replacement of faulty 3rd Gen are not benn looked after by Google - Nest. SHAME ON YOU GOOGLE, for such a large company how can you continue to refuse to address the global issues. You should do a total recall of Ann Nest Learning 3rd Gen & replace them. All the complaints are the same “The inability of the Nest Lear to establish & maintain a WiFi connection no matter who the WiFi company or routers used. What makes this an even greater embarrassment for Google is that all other Google appliances with the home are working & functioning with ongoing established WiFi connections. This is providing the evidence that it is not the WiFo or router but the Nest Learn 3rd Gen that has a fault. Despite tracking out to customer support here in the US multiple times since September 2003 and today is January 2nd 2024. They have not reached back or resolved my issue. I have called the customer support and EVERY TIME I get through press option 1 as instructed to do & have been automatically disconnected every time & I am

talking about multiple called  ever week for the past 4 months/ 122 days and have been unable to get pass the option 1 to speak with a real person. 
people out there DO NOT PURCHASE A NEST LEARNING 3rd GEN THERMOSTAT & this coming from someone who has a device in every room and lights in every room - all

whic continue to connect to the same WiFi with no difficulty & yet the Nest cannot. 

[Markjosephp]

Hi GTobin,

Thank you for taking the time to share your feedback regarding your experience with our support. We're sorry for the challenges you have faced and the frustration caused by the ongoing issues with your Nest Learning Thermostat. Your detailed account of the difficulties you've encountered, including the inability to establish and maintain a WiFi connection, is deeply concerning, and I understand the impact this has on your daily life and appreciate your patience in attempting to resolve the matter through multiple calls and attempts to contact our support.

We would like to assure you that your feedback has been received, and we are committed to investigating and addressing issues associated with the thermostat. You can try to fill out this form and reach out to other support channels.

Best regards,
Mark