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No more Google products – Google Nest Community

No more Google products – Google Nest Community


I'm interested in smart homes and love the idea, but Google Nest taught me a lesson I won't soon forget.

I finally had a chance to get a new thermostat, did all my research (furnace compatibility, wiring, etc.) and bought it (which, by the way, is no small expense compared to other products). It stopped working after less than a year. As I restarted it repeatedly, it basically booted up and restarted within a minute or two, so no heat was generated. It took forever to find support, but I finally found an online form to fill out and they called me. After 2 hours, the person on the phone agreed there was a problem and sent us a link to order a replacement. This was on a Sunday night. It was freezing cold Monday morning, so I bought a replacement thermostat because there was no confirmation email and I didn't have to take pets into consideration. (I guess this was my choice, but it's February in Canada). I didn't have a phone number to track, so I finally received the tracking information on Thursday and it said it was “on delivery” and it arrived on Friday without any notification.

So I found the online form again and requested a phone call. Someone called back and said they had a $203 hold on my credit card and to send back the defective unit. That's fine, but you don't need to replace it right away. I think that's another issue. I called USP to pick up the defective unit and to my surprise the waybill was not prepaid!!!! Seriously, what else does Google do besides take money from customers? Is it? And now I find out that Google doesn't release the hold when it's sent back. They will wait until they receive it, test it, and decide if it's right to replace it…and if it turns out not to be defective, they'll charge you. That means paying for the nest first, possibly paying again for a replacement, paying to have the defective one returned, and if it's winter, waiting for the replacement and turning on the thermostat so it doesn't freeze to death. You have to pay to have it done. This has to be the most expensive thermostat in the world with no consideration for customers or customer satisfaction.

Here are the lessons learned from this experience:

– Find out more about “What happens when it breaks?”

-Recognize that if it breaks, you could be throwing away more than $200

– Google doesn't trust support agents to properly diagnose issues

– Getting a replacement could cost you an additional $200 or more

– Support isn't the best and the time spent on the phone isn't worth the initial $200 cost

I work in customer relations and our company doesn't treat customers that way. We trust our support personnel to make the correct diagnosis. If the support person doesn't give the correct diagnosis, it's my company's fault, not the customer's.

With all of this in mind, I'm going to focus on new ways and companies that offer smart products, rather than world leaders, and that's going to be one of the top stories I share about horrible customer service.




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