Before I address your constant requests for the same information, I’ll say that, as a c...

GetHuman-damlaw's customer service issue with Nest from August 2018

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The issue in GetHuman-damlaw's own words
Before I address your constant requests for the same information, I’ll say that, as a customer who’s referred at least five different families to use Nest products before, I am severely disappointed with Nest’s customer service department. So, to begin:* *I’m asking you to supply me with your director in charge of customer support, his or her name, title, and direct email address. **I suspect that they have no idea how difficult it is to resolve problems with a customer service department that sits on requests for days without acknowledgement, and repeats the same questions, undoubtably as a delay tactic to not really do anything to help customers. I’ve spent no less than six contiunous hours in one day working through the Nest online troubleshooting tool, as I’ve already told you, only to come full circle with your questions. If you fail to respond with the information that I, as a highly frustrated customer, request, perhaps I should begin with the office of your relatively new CEO, Marwan Farwaz, and work my way down to the last person whose written me with the same request, "Ionut S., II," illustrating the problems I’ve been having.**To begin, again, the Nest unit went dead overnight. *I tested the furnace, the air conditioning unit, the circuit breaker panel, and every GFI outlet that might possibly have triggered the failure. *I followed the smartphone troubleshooting prompts that are related to Nest product failure.*I went online with your customer forum and read every related help issue and re-tested every aspect of the Nest installation, including*straightening out every connected wire, redoing the entire installation process*switching the red wire from Rc to Rh*disconnecting the C wire* After painstakingly going through every electrical connection both indoors and out with a friend, I re-tested everything.*When I concluded the problem wasn’t with my home, I resorted to using my old Honeywell unit. The Honeywell product worked instantly, fine, and without flaw. It is currently connected and I’m beginning to find Honeywell to be a superior product. The only problem is that my family and I liked Nest’s smartphone app better, and have used it while traveling all over the world. We saw the unit demonstrated on the PBS program THIS OLD HOUSE and decided to invest in Nest. Friends both here and overseas were impressed…but I’ll have to tell them the problems they’ll have with customer support if they buy your products.***That brings me to now. I also would like to use Nest again, but after this negative, disappointing, and dilatory experience on the part of Nest’s customer support team, I’m rethinking my options. I’ll advise your consumer relations person (or customer support manager) about how I’ve been kicked around by Nest. Meanwhile, find the fastest way for me to get this Nest product working again in my home, and please don’t keep asking inane questions from someone who has done so much to promote your product to others. **I’ll expect an answer to all of my above questions, and a remedy, before the end of today.**D.A. Morris*Nest item: T******* SN **AA**AC****A*N******@***.com*case* ********
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Customer service issue
Reported by GetHuman-damlaw
Aug 14th, 2018 - a yr ago
I have an issue with Nest too
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Aug 14th, 2018 5:25am
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Aug 14th, 2018 5:26am