Google Nest Customer Service Issues

I am very frustrated with the issue I am having with your company. I spent the entire weekend trying to contact someone for help, but after being on hold for over two hours, I had to hang up. I tried calling back multiple times, but each time the recording informed me of an unusually high volume of calls leading to extended wait times. On December 12th, I called and was informed that the office was closed. Living in Michigan, it is crucial for us, especially as older individuals, to have heat. My husband attempted to replace the battery this morning due to the lack of assistance. When I finally reached someone, all they could mention was that the warranty was voided, which seems absurd, considering the product worked correctly for almost two years. I have been waiting for a supervisor all day, only to be informed that they were busy. This entire situation over a $[redacted] piece of equipment is disappointing. My son bought Nest thermostats for his family members for Christmas, but I will not be purchasing anything from your company again. I simply wanted to inquire about sending it in for repair, but all I kept hearing was that the warranty had been voided. Therefore, I will be purchasing a different thermostat tonight after work, and it will not be a Nest. Thank you for your customer service.

I have been attempting to reach a representative since October. As a loyal customer of Nest for years, I recently received an email indicating that my Nest Aware subscription was terminated due to payment issues. I am seeking resolution for the billing inconsistency. Operating a daycare center, having access to my billing history is crucial for liability reasons, which is why I rely on your product. The current situation has left me extremely unsatisfied, and I believe it is not the appropriate way to treat a long-standing customer. I require an active contact number or an immediate phone call. My name is R. Behler, and you can reach me at [redacted] or [redacted].

I set my thermometer to 61 degrees, but it keeps going to 67-68 degrees, which was the old setting. How do I completely remove the 67 degrees? I added the 61 degrees to my weekly schedule, but I'm unsure if I need to do it differently. On the dial, I can see 61 degrees prominently, but in small numbers, there's 67 degrees in the background. I really want to eliminate the 67 degrees. Thank you!

I recently set up the newest Google Nest thermostat with the mirror face. Following the installation instructions, I accessed my Home app, but the app is unable to detect the new thermostat. I attempted troubleshooting steps like removing and reattaching the thermostat to the base and resetting my Google Pixel 3a's Wi-Fi, but none of these actions resolved the issue. I require assistance in getting my Home app to recognize the thermostat. Thank you.

I bought a Nest Hello doorbell for the second time after the first one was defective. I returned the first one and got a refund. However, the new one is also giving me trouble. I spent over $[redacted] on it, but it doesn't notify me when someone is at the door and frequently goes offline. I'm frustrated and seeking a solution for these issues.

I recently bought a Google Nest thermostat, but it has not been functioning properly. It seems to have an issue with draining the battery. I've reached out to their customer service three times and received contradictory advice from each representative. When it failed to heat my home, I had to reinstall my old thermostat. Google Nest informed me that I needed to contact my power company for a return since that's where I made the purchase. I am simply looking to get a refund for the faulty unit.

I encountered a problem while installing a Nest Thermostat. It seems to be related to the wiring since the device was blowing cold air while on the heat setting. My HVAC system has five wires: green, white, yellow, blue, and red. The existing thermostat has these wires plugged into G, W, C, Y, R (with a jumper wire to RC). I suspect the jumper wire might be the issue. The Nest thermostat has terminals for Y, C, W, G, R, and OB. I plugged the wires into Y, C, W, G, R as instructed, but it caused the system to blow hot air when I turned on the AC.

After only 13-14 months of owning a Nest 3rd generation thermostat, the heatlink suddenly stopped working. I have contacted Google Nest regarding this issue and was assured a new product would be sent out right away due to our urgent need for heating, especially with a young family in the middle of winter. However, I have not received the email confirmation as promised. It has been two nights without central heating, and the lack of communication is very disappointing. I explained the urgency of the situation, even mentioning the impact on our health and well-being. This situation needs to be addressed promptly.

I initially used my work email address ([redacted]) to create my Nest account, but since retiring, I no longer have access to that email. Consequently, I couldn't access my cameras and was charged $[redacted] by Nest for a year of recording. I have since created a new Gmail account ([redacted]) to transfer my Nest account. However, during login, Nest prompts me to complete the migration using my old login information, which now shows as incorrect. I'm eager to access my 2 cameras again. Interestingly, my wife can log in as a user on her Nest account which I set up some years ago. Earlier, phone support informed me that due to the unavailability of verifying my old work email, I would need to purchase new cameras as the existing ones could no longer be connected.

Purchased a 3rd-generation learning thermostat on December 8, [redacted], from Walmart.com. On March 5, [redacted], my air conditioning stopped working, prompting me to call a heating and air service for my new construction home purchased in December [redacted]. After 5 hours and 2 technicians, I learned that my Nest thermostat had malfunctioned, damaging my defrost board. The technicians mentioned they used to sell and install Nest thermostats but stopped due to numerous issues. When I tried to return the Nest thermostat to Walmart, I was told I couldn't because it was bought from a 3rd-party seller. The 3rd party seller advised me to contact Google since it's a factory problem. I am seeking a refund of $[redacted] for the Nest thermostat and $[redacted] for the repairs based on the invoice from the heating and air service. Thank you. - C. Y.

I am experiencing difficulty with the Google Nest Support team regarding the Nest App on my Apple iPhone. I need assistance with synchronizing the Nest App with my Nest Thermostat E. The support team has been unresponsive via phone, and online resources have been unhelpful. I am seeking professional help to ensure the app functions as intended. Google should be accountable for providing proper technical support to customers. I am considering further action if this issue is not resolved promptly. I just want to be able to use the app as advertised by Google Nest.

I recently contacted regarding my Nest thermostat issue after installing a new AC unit, which caused it to stop connecting to wifi. After being advised to install a C-common wire, my thermostat stopped working altogether. I spoke to Elmer today, but the call was disrupted by background noise. Google has had wifi problems with Nest, and I believe I need a replacement as troubleshooting didn't help. I can't afford to purchase a new one, especially since the issue only arose after the AC installation. As a loyal Nest user, I request a replacement to rectify this situation. Thank you for your help. - L. Rodriguez

Our Google Nest thermostat disconnected from the internet. After contacting customer service, they promptly sent a new thermostat and provided an email with a return label via DHL for the faulty one. Following the return instructions, we packaged the faulty thermostat in the box provided and DHL collected it. However, DHL returned the package to us with incorrect information on a form. Getting a new address label and waybill number proved challenging, resulting in receiving multiple emails with different waybill numbers. Despite using the first waybill number provided to return the parcel, tracking now shows it returning to us again. The issue arises as we are required to register a card with DHL, risking a charge of £[redacted].00 if the faulty item is not returned promptly. Our attempts to resolve the situation have been unsuccessful, with the added frustration of being unable to reach the Google Nest thermostat department by phone.

Case ID# [redacted] I own a Gen 3 Nest Learning Thermostat that stopped working properly after 9 months. The thermostat's wifi chip failed, preventing digital and manual control most of the time. Customer Service offered two options: remove and replace the thermostat or pay a $[redacted] deposit for a new one. Being unemployed, both options were not viable due to financial constraints and extreme heat. Requesting to speak to a supervisor resulted in a lengthy wait, only to receive a late-night call with alternate solutions involving purchasing a mechanical thermostat from Lowes. The recurring w5 error code, a common issue, remains unresolved. Google's lack of a recall and inadequate customer support, such as missed appointments and unsatisfactory solutions, are concerning. I simply seek a new, fault-free Nest thermostat without additional cost or inconvenience due to Google's product defect. If Google fails to address this issue appropriately, I will consider further actions to share my experience publicly.

I have been using NEST for a long time, even before Google's involvement. I own 3 thermostats - one in the Hallway, one in the Garage, and one in my Condo [redacted] miles away. The Hallway thermostat has two remote sensors (Gen3). Everything was working fine until yesterday when I couldn't control the Hallway thermostat through the iPhone app. I could still control the Garage and Condo thermostats, as well as view my cameras. After spending over an hour with support, they had me remove the Hallway thermostat from the app due to a server issue on their end. They mentioned waiting for the issue to be resolved and said someone would call me, which never happened. I later initiated a chat session to report the problems, but we couldn't add the thermostat back to the app. I'm worried about losing connection with the Condo thermostat, which is critical as I have renters there. I need help to fix this issue without disrupting the connection to the Condo.

I am receiving messages on my screen about someone at my door, but I cannot get the camera to work. I have tried entering my Google password, but it's not working, and there are mentions of medication which I am not sure about. I am feeling overwhelmed as I am recovering from spine surgery and need assistance with this issue. My phone number is [redacted]. I'm unsure if that's the number associated with my account. I appreciate any help as I am alone and struggling to make this technology work after investing a significant amount of money into it. Thank you for your understanding and support.

I've been struggling with two of your products since I purchased them. Despite numerous lengthy phone calls with your support team, each time I'm promised a replacement for the faulty units. Unfortunately, we always end up disconnected, requiring me to start the process over when I call back in. This feels like intentional deceit and a lack of commitment to support the products I bought from your company using my hard-earned money. I am deeply disappointed in Google's lack of integrity.

I recently had an issue with my Nest Camera and received a replacement. However, I faced difficulty downloading the RMA Label to return the faulty camera. Despite trying on different computers, including one at work, I couldn't access the label. When contacting customer support, I encountered challenges in communication due to what seemed like strict adherence to set protocols. After spending hours trying to resolve the issue, I eventually found assistance from a helpful representative named Clemente based in the Philippines. Although I requested to speak to an American supervisor, the initial representatives were unable to connect me. Clemente was knowledgeable and efficiently helped me solve my problem, highlighting the need for more skilled representatives like him in the customer service team.

I recently bought a Nest Cam Indoor camera, Model #: NC1102ES, which initially worked well. However, upon returning home one day, I noticed it had stopped working, despite the green light being on. When I tried to touch the camera, it was extremely hot, prompting me to unplug it immediately. After allowing it to cool down, I attempted to restart it, but the camera could not be detected by the app and showed a Bluetooth error. Given that I purchased the camera for $[redacted].99 on 9/8/21 and received it on 9/18/21, but it stopped working on 10/24/21, I believe something may have melted inside due to the excessive heat. Can you please assist me in getting a replacement camera?

I recently purchased a new thermostat and encountered difficulties setting it up. I used a Gmail account primarily for junk mail during the setup, but the thermostat won't connect properly to my phone because it's associated with a different business Google account. Whenever I try to log in during the setup process, it prompts me with Google Captcha and keeps referring to the other Google account, preventing a successful connection. I need assistance to resolve this issue and ensure the connection remains stable. Additionally, I would like to adjust the default schedule and temperatures on the Nest thermostat to align with my preferences, as I prefer the temperature to be around 70 degrees instead of the current 64 degrees.