The experience with the customer service was so unbelievably bad today I’m actually taking the time to post about it. And I usually have a decent tolerance for mediocrity.Nest learning thermostat of 5 months stopped working. Google warranty replacement sent out a refurbished unit within 4 days. In the interim, I purchased a unit from bestbuy until I got the new one (85 degrees and smoky on east coast so I needed environmental control in my home).New refurbished unit arrives and is inoperative. I contact google. They say I have to return the bad refurb before they will send me a brand new unit. I asked if I could show proof of purchase of this brand new unit from bestbuy that was working 100% fine. They say company policy prevents that with warranty returns. Ok, that’s your policy.But then the agent suggests in the interim to go out and purchase a non programmable thermostat to control my home in the interim and they would reimburse me. To that I replied, if you’re willing to reimburse me for an off brand companies thermostat, why not just reimburse me for this brand new GOOGLE identical unit that I just bought from Best Buy? She (Sandy) replied it was against company policy. I asked for a supervisor. She said she’d already provided me with the best resolution. Won’t let me get a word in. Hangs up! The things people do when they’re protected by distance and anonymity.Screw their customer service.
