Had a third generation thermostat installed less than a year ago. On the hottest night of the year it failed and turned on the (new Viessmann) boiler at about 3am taking bedroom temperatures to the high thirties. Unpleasant. Nest wouldn't respond so the whole system had to be turned off at the boiler.Went through all the frustrating and repetitive calls to Romania (polite staff and a much better experience than others I have had with centres across the world) so many other reviewers mention, and had to authorise the ridiculous card payment (which was never taken thankfully). The new thermostat arrived quickly from Poland and was fitted by our boiler engineer who wasn't going to charge but as he had travelled thirty miles to help us (twice, the first time to test and disconnect the failed unit) when the boiler he had fitted was working perfectly, I insisted and paid him a very reasonable £72 which Nest said (in yet more phone calls and texts) they would reimburse. As they should given their product's total failure.I think it is reasonable to ask why a multinational company which has such a big share of the UK market appears unwilling/ incapable of running a service to put right product failures under guarantee quickly and painlessly, but chooses to leave customers to do it themselves and fight their way through a tortuous customer care system which seems hellbent on making the process as difficult as possible.GoogleNest finally paid the £72 after six months. I didn't give up as a point of principle and ratted at them constantly. The Nest thermostat is a great addition to our home when it's working. After this if it failed again would I buy another Nest? Well, there's a question that won't take long to answer.
