Screen burn in and horrible experience with customer service

[RSank]

Just had a horrible experience with Nest customer support. I have a Nest hub that I had bought about 18 months ago. The screen has burned in over that period, showing lines across the display. The first customer service rep I called acknowledged this is a known issue and cannot be fixed by a factory reset. He advised me that I would be receiving an email with an RMA code for a replacement. Never received the email. 

I called a week later, and was told the device was out of warranty and they could do nothing about the screen burn in. I have used the device exactly as it is intended to be used, and the screen has burned in in 18 months. Google will not stand behind their devices and customer service apparently gives you the runaround if you try calling in about it.

[JillG]

Hi RSank,

That does sound like it was an awful experience. I wouldn't want to waste my time like that either.

This community is mostly a user to user forum so not much I can do to help. It really unusual that you had a screen burn issue. My devices are past warranty but no screen issues what so ever.

I appreciate you posting about this experience and I can let the Nest team about your experience.

Jill

[frances]

Hi All,

First, thank you JillG for helping on this thread!

Hello RSank, thank you for your message. I definitely understand your frustration. Is there anything else we can help with in the meantime? Thanks again.

[RSank]

I have been unable to get Google to assist with this. Apparently, standing behind the quality of their products and customer satisfaction is not high on their list. I keep getting the runaround every time I call. The standard "someone will call you back" response, with no call back. 

Any other recourse? 

[frances]

Hi RSank,

Thanks for your reply back. I am so sorry to hear that you still have not been helped yet. That is definitely frustrating. 

To contact the support team, you can fill out this form. It will give you the option to contact them via live chat or email.

Please let me know if you have any other questions, thank you. 

[rgreeleyrn]

If you are expecting a call back from google hell will frees over first. Google customer service and there products sucks.

[frances]

Hi there,

It's been a few days since we have heard from you. Just checking to see if you were able to see my response above. I look forward to your reply back, we're here to help!

[frances]

Hi All,

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.