Users be warned! Goggle your not doing enough to provide adequate customer service when devices break. After 1 hour on chat support, google finally confirmed that my Nest thermostat did not see or could connect to my wifi (after I told them that I had already done all of the recommended tests) I was given 2 options for a replacement: Standard or advanced replacement - what are those I asked and I hear you say?.......well standard means they send you a shipping label where i have to send the faulty part to them and then in around 10 days i get a new one - great what happens to my heating and hot water for 10 days!!!! solution i use the on off button on my heat link - are you kidding, this from the company that gave us Boolean searches and transformed the way we investigate and search for answers!
Or go advanced where they send you a new one (great) and send the old one back (taking around 2 to 5 days total). However, they need to take a pre payment of the cost of a new thermostat and will only cancel/refund the cost once they receive the default product - and the real kicker you "have" to have a google pay account. I'm sorry Sundar but not everyone in the galaxy wants to have a google pay account or in fact should need one to operate a return for one of your faulty devices, which by the way looks like a common issue when searched for on your own search engine. So why aren't you recognising this....surely you would know the manufacturing batch number of devices that had the faulty wireless chip? wont it be better to have a dedicated process for these returns to be handled and that didn't require the user to feel as though they are the ones picking up the tab for your poor product relatability?
So all thermostat users be warned. And for goggle this falls way short of the mark i would expect, you need to do a hell of a lot better, not only to change my reframed option about you and your whole nest range, but actually start making the customer your prime concern and making the returns process way easier. One that doesn't rely on having to use google only products! I really wonder if this infringes our consumer rights under the consumer good act, please someone tell me it does! Hope this helps and or strikes a cord?
