google thermostat

[sidneyamaral]

I would like to know if somebody had the same problem as me

I use NEST for more than 5 years with no problem, but i moved to new house and purchase 2 new ones.

One of them stopped to work and do not see more the internet and I called google and they send me a replacement refurbished . As soon as I install the replacement it is also defective . I call again google and they check everything with me and decided that the replacement is also with defect. They asked to send back the replacement and stay with my original until I receive a new replacement. They asked to use the QR code I receive to send back the original with the replacement , I did and they receive the replacement back as the track number from FEDEX shows. I call more 3 times to google and each operator ( RIcardo, Bryand , etc ) send me an email and asked to explain everything again and told they will answer. Nobody answer and this is taking now about 2 weeks without AC . Today I receive an email stating if I do not return my thermostat they will charge me and I do not have yet the new replacement . I call back today explained everything for the 4th time and same thing the operator told me that this time they will solve my issue and will send me an email in 24 hours. THe operators are extremally polite and outstanding but the process for NEST GOOGLE is very difficult and they don't have control in what they receive and what they send . I'm completely frustrate with this process. 

[Markjosephp]

Hello sidneyamaral,

Oh no! I'm sorry to hear about the experience you've had with your Nest Thermostats. It's clear that you've put in a lot of effort trying to resolve this issue, from multiple phone calls to returning the defective units as instructed. I'd like to investigate this further and try to make things right.

Can you share with us your support ID number? 

I'll look forward to your response.

Best regards,
Mark

[sidneyamaral]

Thanks Mark

I have e ID number since I call several times and they give each time one'

9-3582000036365

4-6340000035869

2-0173000036153

[sidneyamaral]

I RECEIVED TODAY 2 MORE ID CASE NUMBERS 

 6-4539000035728

 8-1622000036035

[sidneyamaral]

I WOULD LIKE TO UNDERSTAN WHY YOU HAVE THIS COMMUNITY SERVICE AND SPECIALIST IF NOTHING IS DONE AND I'M WITHOUT AC FOR A MONTH . THIS IS THE WORST CUSTOMER SERVICE I HAVE SEEN IN USA

[sidneyamaral]

THIS IS ABOUT A MONTH AND I CONTINUE WITHOUT AC DUE TO OF INCOMPENTENCE OF GOOGLE CUSTOMER SERVICE. I CONTINUE WITH MY ORIGINAL THERMOSTAT THAT IS NOT WORKING AND STILL IN WARRANTY BUT GOOGLE ARE DOING NOTHING TO SEND ME A REPLACEMENT THAT WORKS. I REALLY OPEN TO START A SEVERAL COMPLAINS AGAISNT GOOGLE AND ALL CONSUMER PROTECTION AND ALSO IN ALL MIDIAS. I CANNOT BELIEVE THAT A BIG COMPANY LIKE GOOGLE DO NOT HAVE CONTROL OF THEIR ACTIONS WITH CUSTOMERS AND 4 OPERATORS FROM CUSTOMER SERVICE TOLD ME THE SAME THING AND ALL OF THEM DID NOT SOLVE THE ISSUE AS THE SAME ONE IN THE COMMUNITY ( MARKJOSEPHP ) THIS IS COMPLETE A LACK OF REPONSIBILITY .

[aperezdeleon]

Hi Sidneyamaral,

I'm reaching out because I wanted to double check on your previous cases. I understand the delay on this matter wasn't ideal. However, it seems that you were able to get a resolution, which is fantastic news.

If there are any additional concerns you might have or if any new questions popped up, please don't hesitate to let us know.

Regards,

Angel

[sidneyamaral]

Another issue I see today all 3 persons I talked with in Google customer services told me in 24 hours they will send me an email with the resolution . For the first person it already passed more than a week , for the second more than 4 days and the third is 72 hours and nothing received.