I am so upset with Google and Yale with their inability to work as one company considering their products were sold in one package.
I have owned 3 Nest Yale locks in the past 4 years. The first one at my previous home was draining its batteries once every month or so. In my new home, I own two Nest Yale locks - one for the side door for everyday traffics and one for the front door which is rarely if ever used. All three locks were installed by references given on the Nest Yale website for my local pro. In my current home, the side door lock drains approx every 3 weeks in the past few months. Initially, when first installed - the batteries were draining about every 6 weeks. I tolerated this issue for about 18 months since installation. My lock is only manually unlocked with the keypad about 4 times per day. The nest connect is 3 ft away from this lock and the connect is about 15 ft away from the closest google wifi pod.
To add to the grievance, Google and Nest Yale play games with the customer (me) by bouncing me between the two organizations. Weird since they took my money with no problems. Google will say if the issue is the connect then it’s them but Google says the issue is with Yale because they think it’s the hardware. When I get to Yale, they say the opposite. This is what is called circular logic. Yale requires me to open unit panel and unscrew the inside panel so that I can reset the unit. I don’t feel comfortable doing that. To provide me with a replacement, I needed to provide proof of purchase. It is odd why they require that. With Apple and Sonos, when calling in for support, all they ask is your account name. When they open my account they can view the serial number, activation date, account used to activate the unit and etc. However, Google cannot share that information with Nest Yale so that the customer (me) doesn’t have to call my credit card company to locate where I purchased the locks as my old credit card expired. Then drive down to the Home Depot to ask them to print off a receipt about purchase made 18 months ago. This is what you call poor customer experience. What makes it unbearable and just **bleep**ty customer service is even if I jump through all those hoops - I will need to hire another locksmith to install it at a cost of about $200. So to properly install one lock it will cost me for hardware, 2-3 hrs of calling the cc company and driving around to get my reciept for proof of purchase. Plus who knows if Home Depot can go back 18 months and find my reciept. Regardless, because of the **bleep**ty product, the cost to me will be at minimum $700 to have a proper working Nest lock. Unless my good luck streak continues with another faulty lock and then this may be the most expensive experience to have a fully functioning lock installed.
I am disappointed with Google and Yale. This is suppose to be a premium product, it is actually the opposite. Piece of garbage.
Your lack of customer centric approach is brutal. No accountability. Diagnostics should be able to be performed remotely without customer fiddling around with screwdrivers. Confirmation or proof of purchase process is nonsensical crap. You have the serial number given I can see it on my Nest app which you know I own it and when it was activated as it connected to your network. This is the 21st century and ironically Google Yale behaves like it’s 1995.
This experience tells me I should have never purchased the other Google products as I have serious doubts you will stand by those.
