I am very upset.
I bought a Nest Thermostat on the 18th December 2020 and had it installed a few days after.
In May 2022 the thermostat broke and won't connect to any network or to the heatlink. I contacted google nest support and after a couple of hours of testing, they decided I needed a replacement. I had to pay again for this replacement and they guaranteed that they would reimburse me after receiving back the broken one. So I paid 139£ again and got the replacement. I also sent back immediately, as instructed, the broken one. The tracking showed that it was safely delivered to Google, however I didn't receive any reimbursement.
Anyway, I had the new thermostat connected to the heatlink and seemed to be working fine
In December 2022 it stopped connecting to the WIFI with a W5 error message. I was leaving for the holidays so I started dealing with it when I was back. On the 12th of January I contacted Nest support and after two hours of new testing, during which I was also asked to do a factory reset, the operator told me that needed to escalate with seniors both for the missing reimbursement and for the malfunctioning of the replacement. They would have been in touch.
The thermostat after the reset just keeps searching for networks and doesn't find any network even though I live in a crowded city and I have in my home more than 25 wifi networks, excluding my own.
After more than a month, I didn't receive anything. So I contacted Nest support again. Now they told me that the thermostat is OOW and that for the reimbursement they really need more investigations.
Quick recap: in two years I paid 278£ for two broken thermostats, I've been without a thermostat for weeks, and I have lost countless hours in chat with Nest Support.
