Google Nest Thermostat developed a fault and couldn’t find any wireless networks. Thermostat works, but the inability to connect it to app vastly reduces functionality. This appears to be a common fault. The returns policy of Google is quite simply disgraceful. You are given 2 choices; pay a refundable £135 via the Google play store, for an immediately despatched replacement, or return the thermostat and await a replacement. Therefore, through no fault of your own, you are either completely without a thermostat, with no ability to control heating or hot water, or you have to be without £135 (a not insignificant amount in this cost of living crisis) until they process your return. It is quite simply the most ridiculous returns policy I have ever come across. Not only have you had the inconvenience of a faulty product, but the process to have the faulty product replaced is punitive to the customer. I expected better of Google. I actually had to check that it wasn’t a scam as the ‘pay us via the Google play store’ sounded awfully suspicious. Customer service was poor and extremely wooden. The agent was clearly working from a script and seemed to get stuck in a loop. I have written a letter of complaint which has, so far, been ignored. Avoid this product purely on customer service and returns policy.
