I'm surprised that you still monitor the community.
I've had my Nest system for about 5 years and believe that I will never understand it.
Your whole support environment is not fit-for-purpose, and always has been.
I've managed an IT Consultants for about 40 years and your site is one of the worst I've experienced.
It starts with what I will call the 'Welcome' screen. This contains Nest, Support, Store in the top LH corner.
No clues what to do next.
I look for my cursor to change shape, and I eventually get a page with lots of links on it.
I click a link and get another page full of links.
I click another link, and get another.
How do I get back? What is the structure? You make the classic mistake that so many people make - you assume that people immediately understand what you are talking about. You don't consider that they are here to learn new things. And every new thing needs to be described in simple, everyday language. Why do you talk in your internal language before talking in my language or teaching me yours?
Where is an introductory section? How do I get back where I started? Where was I? What was I looking for?
Where is the overview? Where is the summary? Where is the Glossay and Index? They might all be there, somewhere. But, if so, your first obligation is to tell me where they are.
If I was a manager in your company I would immediately start a project to completely re-write your whole website. Most of the topics would remain. But in different words, with direction signs, in a macro-to-micro structure etc. Allowing me a simple route, without having to steer around cameras, door bells, smoke alarms etc - when I'm only interested in thermostats.
Meanwhile, I will return to my habits of the past 5 years, and accept that 'trial-and-error' is the best I will ever get out of you.
I will never go near Nest again.
Hope that helps.
