01-19-2023 01:37 PM
Thermostat temperature display is 40 degrees warmer than ambient temperature. Spoke with a representative, Tamara, for an HOUR and she did not believe me. She kept asking for proof, but did not like any of the proof I provided, like pictures of outdoor temperature, temperature from another thermometer, and the temperature from a second Nest in my house. She tried convincing me it's actually 102 degrees in my house in the middle of winter. Complete waste of time and very disrespectful. Apparently this is a problem that can't be fixed. Still in shock Google thinks this is appropriate behavior. Just... wow.
01-20-2023 05:03 PM
Hey Krista33,
Oh no! I'm sorry to hear that. Could you give us the case ID from your interaction with our support team so I can take a closer look?
Thanks,
Archie
01-22-2023 03:28 AM
The case number is 2-8039000033664.
03-02-2023 08:36 AM
Hi there,
I saw your post and wanted to chime in — I'm sorry for the delay. I just want to follow up if you're still encountering the issue. Please let me know as I'll be willing to assist you from here.
I appreciate your help, Archie.
Best,
Jenelyn
03-05-2023 08:58 AM
Hi there,
I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.
Best,
Jenelyn
03-08-2023 07:19 PM
Hey everyone,
We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.
Regards,
Abi
03-09-2023 03:05 AM
It seems this is a default message, as it clearly shows a case manager had already reached out to me. However, for those who may happen upon a similar experience:
After speaking with a Google representative for about two hours and sharing multiple images of multiple thermometers (they have to be next to each other in the image), I was finally told they would send me a replacement and that I needed to return the defective one in order not the be charged about $140. It was very annoying and stressful and I know it could have been handled better. If you feel you are speaking with a person who hates their job and life and they are taking it out on you, request to speak to someone else or just hang up and call back. The second person I spoke to was much better, especially considering how irritated I had become.
04-12-2023 11:26 AM - edited 04-12-2023 11:28 AM
Hi Krista33,
I appreciate you sharing your thoughts with the support. I'm sorry for that. It isn’t the experience we want you to encounter. I hope we can make it up to you in the future. Rest assured that we will take this feedback. Please let us know if there's anything else we can help you with. Otherwise, I'll be locking this thread after 24 hours.
Thanks,
Jenelyn