Google technical support broke my device and are now refusing to help. Leaving me with no heating for Christmas. Purchased Nest thermostat 4 years ago. It had stopped connecting to the app so I couldn’t amend the heating schedule easily / turn heating on remotely.Called customer service today, asking for help followed all their steps and have now been told my device is defective (it was working before their technician asked me to do a factory reset on the thermostat - to which I actually asked before hand, if I do this are you sure this will work as I won’t be able to control / access my heating and hot water. She said all would be fine and to go ahead and do it) Needless to say after “trouble shooting” for 1hour and 23 minutes I now have no heating or hot water on the 19th December. My thermostat was working before following their guidance and steps to fix! It was not defective before following their advice. Awful customer service from Google and terrible impact on family and Christmas. Having explained this to 2 customer service agents there now. It is as though they don’t understand the problem their engineer has caused. Sincerely unhappy.
