Cannot begin to explain how frustrated I am with Google Nest's level of support. Not only is it hard to actually raise any issues in the first place, but after a short email conversation I'm now in the positioning where I haven't received any reply from Google since the start of December.
I have a case number open 3-############2348 and I need to find out what's being done (or has been done) on Google's side relating to my enquiry. So far I've seen no update or anything that would suggest that anything has been done.
To summarise my issue, since Google have taken over Nest and forced me to use the Google Home app now, the Nest thermostat doesn't correctly going to Away when people leave (it doesn't always detect we've left), or if it does sometimes it will go to Away but not Eco (leaving the whole house being heated all day).
It's just completely 'unsmart' and useless now, I'm seriously considering getting rid of it on the basis of being mis-sold information when I got it. (It just doesn't work as advertised anymore).
Can someone from Google please get back to me before I consider taking this further?
Thanks for answering, Ashepherdson. I'll take it from here.
@leecollings, sorry to hear about your experience and thanks for the detailed description of your concern. Could you provide the full case id of your interaction with our support team so I can dig deeper into it?
I did put the case ID in my original post, but for some reason this seems to have been stripped out and made unreadable.
My case ID is 3-############2348.
Also just for a summary, the case was initially raised on 23 November 2021 by myself. Google sent me a list of diagnostic instructions to return the values with, which I did on 28th November 2021.
Then on the 29th November, they asked me to answer them again (to which I replied I already had).
On the 1st December 2021 I sent a follow up email with more evidence of the issue and asked what the next steps are.
They responded on 2nd December 2021 with an apology for the lateness but they were experiencing a large number of support requests.
On the 4th December 2021 I sent more evidence, and their reply was the exact same as the 2nd.
I sent a reply on 7th December 2021 stating that I was starting to get fed up with the lack of response, and again on 11th January 2022. Since the 4th December 2021 I haven't heard a word back from Google, and the issue is still there, I've had no help with this at all.
I'm now completely let down by Google (since it bought Nest), and has now ruined what was a great product. I am now considering boycotting Google and removing it from my home because it doesn't work as advertised.
Annoying, today is the latest is the last update of this not working properly. The presence detection correctly detected that both my wife and I left the house this morning, and went into ECO mode.
I returned after dropping the kids at school (which was at 8am). I've used my phone in the house and have been in and out of rooms. However, at 9:30 I noticed it was really cold, looked at the Nest and it was still in ECO.... it had NOT changed to Home, so I had to manually change it (which completely negates the point of the product and proves how this is just not working as advertised).
Starting to get very unhappy now that this issue is just not being looked at anymore. Google have basically just dropped me because they can't be bothered to work out what's going on.
I think I'm definitely going to start complaining elsewhere in the hope that someone listens.
Keeping in mind this is not a customer service forum but a forum for community members to interact, Product experts are not google employees but other users.
Have you double, triple, quadruple checked your locations permissions on your devices to ensure they ALWAYS allow location detects for Nest \ Google Home app? Be sure it's for both apps, as during the transition I am positive there is overlap which could cause issues.
At the moment there seems to be absolutely no way to talk with someone at Google about this issue. This is the reason I posted here, and it seems this can have some actions with Google too… which is what I’m hoping for.
the issue is not with app permission or location settings, the issue is with the nest itself. It senses when I’m gone, it’s ever since Google took it over it’s been crap.
I just need a response back from Google and for them to actually get their area in gear and do something and not just ignore me (which I take very offensively).
Can someone please direct me where I can lodge an official complaint with Google over their lack of service, mis advertisement and consumer rights?
im happy to take legal action if I need to.
You can contact google through the support page and ask for an update on your Case ID there, as well as provide feedback to Google, https://support.google.com/googlenest/gethelp?hl=en
As for presence sensing, yes the thermostat physically has a sensor, but it's used in combination with your phone's location as well, which is why I was asking about the permissions settings (the most common issue that users have with something like this).
@MelbaDT can you help Lee out at all? Case ID was responded too earlier today, 3 - 4 4 1 8 0 0 0 0 3 2 3 4 8
I’ve turned off the sensor on the nest itself, as when this was on, the thermostat would never switch to away and left the heating on all day long when no one was home.
since turning it off, it at least sometimes responds to mobile phones not being home now.. but only sometimes.
location settings on both phones seem to be fine, and sometimes it work. But then it will just randomly not work properly, not sense we’ve left or just doesn’t switch to eco when it goes to away.
it’s buggy and flaky as hell now and it’s pretty much a useless product as it’s not smart at all. I’d be better just having an analogue timer on there, which negates the point.
Also you mention about both apps but each app asks me to use its own sensing instead of the other, so which one do I use? I’ve tried both and the behaviour is the same… inconsistent and just broken.
right now I’ve come out and it’s sensed that and gone to Away… however the heat is still set and heating… it hasn’t gone to eco (seems there are loads of bugs with this).
this is what I mean, it’s lost alll if it’s smartness. I’m now resorting to have to manually put it in away when I leave, or setting it to and from eco when I come and go.
this is completely the opposite of what Nest is supposed to do!
so what can I do about it from here? How can I get these notes to Google? Someone asked for the ID but haven’t heard anything back yet, so can they actually get Google to do their job? Or am I wasting my time using this forum?
I tagged Melba in my last reply so that they can follow up with the google team and then get back to you. Were I in charge I would have an engineer call you directly to take a closer look, but this is a good step. Again you can contact google support directly through the portal I linked before if you want to request a call back, just be sure to put your case ID in the request so that they can review the history and get the right person.
Trust me, I get how hard it is these days, but google IS trying, they do hear the frustrations, and are trying to make it right, just not as quickly as we would all like of course.
Thanks for your help and for the tag Ashepherdson.
@leecollings, thanks for trying those steps and I understand how you feel about this. I've reached out to the team handling your case so they can ensure everything is covered and escalate it to our higher level of support if necessary. We'll keep you posted for updates.
Right well I'm back here again to ask what's taking so long, I still haven't had any replies, I've sent new messages everyday to the case ID thread.
Things are no better, in fact they're worse. Three days it's been now and Nest has detected NO ACTIVITY.
I'm totally unsure which app I should be use (Nest or Google Home (or both)). Both my wife and my phones show Nest settings to always use location, and location settings are on.
The Nest itself is completely broken. I'm having it ripped out this weekend and binned. I'm completely fed up with this now. Google are doing nothing to investigate or fix, not just for me but for anyone else. They are doing nothing at all.
I'm also going to start a write up article for a magazine to try to persuade potential buyers of Nest not to bother, unless they wish to be faced with the same on-going issues and getting no where with them.
I see the usual Google response of 'ignore it and hope it goes away' is evident even here too!
Today I've given Google the ultimatum as I have no reassurance anything is being done about this, and I'm not putting up with having a broken device in my house anymore.
I have given Google until the end of the week to resolve it, before I start demanding they compensate me for the heating I've wasted because of their broken product, disgusting customer support and lack of communication.
I shall also be going to the press about it.
This is what my response to their support thread goes like just now:
Still no change.
google is the most **bleep** service i ever had. This bad spreaking persons Just laugh at you at Google support and keep asking the same questions im so mad right now. I talked to this Guy 4 freaking hours on chat they Just play with you. I will never buy anything related to this **bleep**ing company!!! I Will spread this to anyone who willing to listen
I know it's been a while, and I’m sorry to hear about the situatuon.
@declamatoire, since this thread is about Nest Thermostat and your inquiry is about your Google Speakers, I highly suggest you raise your questions in the Speakers and Displays section here in Google Community, to update your own thread or to rather create a new one pertaining to your product, so that our Community Specialists can help you.
@Mehol, our Product Expert have tried to help, but we ask that you remain respectful when responding in the forum. As a reminder - bullying, profanity, and targeted negativity toward an individual are against our Community Guidelines (you can find them here). These guidelines apply to everyone and help keep community discussions on topic, safe, and helpful. If you continue to breach these guidelines, we will take action, such as restricting access to content and limiting your ability to post in the Nest Community. Thank you.
In the meantime, I'll go ahead and lock this thread within 24 hours. If you run into any more questions in the future, please feel free to create a new thread.
Thanks for all your help here, @Ashepherdson and Jeff.
All the best,