Formal complaint

[Horribletstat]

I have had nothing but problems with this product failing 3 times in one year. The most recent time I was sent the wrong product three times before they got it right. I was then told they would work on a refund and now not only am I being blamed for keeping my family warm and getting a different thermostat the new agent is nothing but rude and condescending. It takes days to answer and the answers are degrading and designed to blame me. I want all of them reported and I want to return all of my products. I have lost all faith in the product and expected Google to provide better support. It’s clear they don’t care and look to blame the customer.  

[sicsacol]

Hi Horribletstat,

I'm so sorry to hear you had a bad experience with Nest support. That's definitely not the standard we strive for, and I want to help turn things around.

To get a better understanding of your situation and work towards a swift resolution, could you please share your case numbers with me? Having this information will allow me to access your support history and get right to work on finding a solution for you.

In the meantime, if you'd like to share any specific feedback about our products and services, you can use this form: Send feedback

Keep me updated.

Sincerely,

Jonathan

[Horribletstat]

0-4747000036019

6-1636000035685

4-5571000035952

5-8482000036298

5-0673000035176

[sicsacol]

Hi Horribletstat,

Thanks for posting. I really appreciate the information you shared with me.

I have reviewed your case numbers and my team is working on this case 6-1636000035685. Please keep an eye on your email, as someone from my team will contact you shortly to help.

If you have any questions or concerns in the future, feel free to reply to this post.

Sincerely,

Jonathan

[Frustratedddd]

Where are you located, UK?

[Horribletstat]

I’m in the US

[Frustratedddd]

Oh that's a shame, as I'm in the UK, and we have Consumer Law that covers things like this. Sadly people here are unaware of this, perhaps you might have something in the US similar?

[Horribletstat]

Thank you! I will look into this.