Bought a new nest thermostat that was non-functional right out of the box. After an obnoxiously long amount of time troubleshooting, the rep agreed to send a replacement.
I packed up the entire original product and sent it in, as instructed. The rep said I "didn't have to" send the mounting bracket that the wall mount plugs into to connect to my wires. But I sent the whole thing because I was getting a replacement.
The "replacement" was a refurbished product, which is a ripoff bc I paid for a brand new one. And secondly, the replacement didn't have a mounting bracket. So, unusable.
I called customer service and the guy I spoke with had a language or cognitive barrier, and insisted it was on its way. (He was referring to the already received thermostat.)
The second guy I called left me on hold for a half hour then accidentally hung up on me. No call back.
The third time I called customer support, the guy I spoke with actually understood my problem and assured me that I would receive a replacement. BUT it never came in the mail.
I sent emails reflecting this. Then today I get a call from a rep mansplaining to me that I have the piece in the box, even though I assured him that ive worked in IT and I know what i have and don't have. The guy said he would only talk to me when I'm at home and could visually confirm this with him and hung up on me!!!
Listen!! The piece is MISSING, and my Google Thermostat product, purchased over half a year ago STILL can't be used. Since we just had snow this week, I had to purchase and use a "Dumb" thermostat for a problem that should have been addressed a long time ago..
Google your products and especially your customer support is the absolute worst!!! What an embarrassment to your product and reputation. Would not recommend to anyone.
