Google Home

This problem continued for the next three months, until mid September when back in Greensboro we asked “Nest” for technical help and discovered that the fan setting in “Nest” was set (certainly not by us) for 24/7. This abnormal setting was then re-set to normal, immediately bringing down our electricity bill to former normal values. Conclusions: for the period June - September we landed up with an electricity bill of $ 550, four times higher of what we had been paying the previous five years. Such mishap can only be ascribed to a defective functioning of the “Nest” thermostat.

The day of the meeting came and we set up my campaign. Within 24 hours of launching it, I received countless wrong number calls to my cell (which is also my business phone). The calls came as early as 6am and as late as midnight. I did not receive one single call that was actually meant for me, but rather people looking for other businesses. I reached out to Alex, who suggested we eliminate the word "massage" from keywords. I wrote back explaining that I was getting calls for many different businesses, so eliminating "massage" would not help. The response? Crickets... The wrong number calls continued, and once again I reached out to Alex as well as Pooja, with whom I had spoken initially. Once again...CRICKETS. I promptly deactivated my ad campaign after only 10 days, and immediately the wrong number calls stopped.

Lo and Behold, my bill for the 10 days shows up on my credit card statement...$350. For various "clicks" on my ad. By whom, I have no clue since nobody that wanted to use my business was clicking and calling! I attempted to reach out to Google Ads to complain and was told my case was being escalated to a supervisor. I was PROMISED someone (and NOT Alex) would reach out to me to discuss this within 48h and...you guessed it. CRICKETS. Oh, I did finally get an email...from Alex. Now I am counting on AmEx to resolve this for me. SCAM SCAM SCAM! Google ads will steal your money. DO NOT USE THEM!!

Google sent me an email saying that there was unrepairable issue with the Nest, that could not be fixed at the unit nor could it be repaired remotely. What I should have done at that point is packed it p and return it to the store that I bought it from. I would have chosen another brand if I knew what a severe headache customer service was going to be.

The store-bought one lasted for about 6 weeks and the day that I received that email, the unit stopped working, it refused to see any of the wires hooked into it and refused to show up in the Google home app. I the called the number in the email and it took about 10 minutes all totaled to get an RMA. After that I received another unit in about 4-5 days. I removed the older unit that I had put back on, (had to, it was 102 degrees here), and quickly installed the back plate and the “New” unit, found out that the unit also would not see any of my wiring.

I called Google customer service back, they gave me a code for having On Tech to install the unit for free, they also stated at that time that Google only exchanges your new equipment for a refurbish fully checked or repaired unit. (But I had already paid for a new one, why would I want a refurb that was already sent back?)

Well today the tech shows up and checks my wiring and said that nothing was wrong with the wires, he then climbed on the roof to my HVAC unit, remove the service panels and tested all of my wires and said the correct voltage was coming through. Then he came back down and tested all of the wires in the wall, they were also testing clean & with the correct voltage. He then went out to his truck and got a new one that he was supposed to have for a person that cancelled their appointment. It also stated that the wires were all not detected.

So back again on the phone to customer service, this time I got another CS on the line while the tech was still there and he was going to make us go back through all of the troubleshooting that I had already performed the day before. The Tech then took over the call and stated all of the troubleshooting that we had already completed. The CS said when I complained about getting a refurbished unit, that, they were instructed to only send the refurbished ones when they had a non-functioning unit, even if the unit was purchased new in store. He offered to send another refurb, this time I said no.

The tech had to leave at this point to go to another customer. I called the CS back, got a different person, who listened to my woeful story and said let her get a supervisor, I was on hold for about 40 minutes and then was hung up on. Called back and told my story again and again was put on hold for almost an hour. I called back again and was put on hold, with horrible hold music, for another hour and a half, CA saying that she would get her supervisor. As f today, I had not really gotten through to anyone that can remedy this issue. I guess I will take this loss and write a lot of really bad review until customers realize that the hardware is mostly rubbish, they have it your agreement that they can address any issues at their choice, not yours.

I had to send images of the receipts a second time which I did and now the person has disappeared. They were quick to ask me to do things to resolve their defective card issue but now that I've provided everything they need they haven't responded. All they need to do is provide access codes so I can get $20 redeemed to my google account. Very frustrating experience and sad that google can't resolve a very simple problem with some level of efficiency. For $20 they lost any possibility of future purchases from my friend and I and hopefully everyone we tell this story to.