My Nest second generation learning thermostat was installed at the end of November 2019 and worked fine until a month ago when it stopped working with no warning. Luckily this means it is in warranty. Unfortunately Nest insist on replacing the thermostat piecemeal and being as difficult and drawn out as they can at every stage. I am filled with regret that we ever bought this thing. Update 2nd November: The replacement thermostat turned out to be a “refurbished” unit that had been “refurbished” so thoroughly that it hadn’t even been factory reset from the previous owners. Who I assume sent it back because it was faulty. Lucky us. I have spent hours talking to their customer “service”. They have a super efficient system whereby they create a new case ID every time you have a conversation, duplicating work every time. Currently we have been authorised a new unit but they cannot release it until our previous unit has been received by them. It was only received by them 5 days ago, poor old Google can’t be expected to have the technology to track something that happened a mere 5 days ago though.Update 10 November. Despite being promised a new thermostat two weeks ago, and finally being allowed to order it a week ago, it is “delayed”. They don’t know when it will stop being “delayed”. As someone else here said, I feel like they are gaslighting me. I have wasted hours and hours trying to get this resolved. Next steps: sue for breach of contract, submit a DSAR request and try and persuade a journalist to investigate why a company that was bought for $3bn has the worst (claimed) TrustPilot score I have ever seen.Update 27 April 2022:Congrats to the Customer Service team on responding to my negative review months later. No-one ever responded to my DSAR so I have already submitted a complaint to the ICO for breach of GDPR. Good news: they confirmed that Nest as part of Google are subject to full investigations. You are very welcome.
