Google Nest — Not able to resolve the problem

Nest Labs did not reimburse me for my installation of Nest Thermostats claiming that they didn’t route my call correctly even though I have a case #. I installed 2 Nest E Thermostats as part of my utility company’s energy saving program. They worked correctly initially but then the next day (on a very hot day), they started to show erratic behavior – the HVAC would come on and then go off and other unusual symptoms. I tried lowering the temperature, but the behavior continued. So, I called Nest Support and the Service Tech, after confirming the compatibility of the device with my HVAC and the correctness of the wiring connections, made me go through a few steps. Meanwhile the temperature in the house kept rising (in parts of the house it had reached 90 degrees), and I was seriously concerned that this erratic behavior would damage the HVAC units, so I told him that I would have to swap back the old thermostats. He told me that he would email me the contact for a Nest Professional to help solve the problem. Unfortunately, they didn’t write down my email address correctly, so his email did not reach me. Meanwhile, I selected ******************** (from Nest’s own listing), the highest rated (5-stars with over 100 reviews) ‘Elite’ Nest Professional (Nest Pro) in the region. The Nest Pro asked for the Nest case number for the call, as without it, I would be responsible for the payment. I contacted Nest Service again, they corrected my email address & gave me the case number ******** for the original call. During the same call, I also informed them that I had called a Nest Pro to help. The Pro determined that an additional wire (“the C wire”) needed to be connected even though the Nest’s own instructions don’t say that. Without the “C” wire connection, the thermostat doesn’t charge adequately, and it leads to the anomalous results that I was getting. He said this is a common issue with the thermostats not working. I am glad that the Pro was taking care of it because it would have been risky for me to be changing connections to the HVAC unit system board. I paid the Pro with the assumption that Nest would reimburse me given that I had a case number and the Nest Service Techs were not able to resolve the problem over the phone. I subsequently confirmed that this was the right fix with a service technician from another company (Welsch Heating and Cooling) as part of a routine inspection of my HVAC two days later. According to him, “their Nest’s instructions don’t say it, but you do need the C wire”. The thermostats have worked fine since then for more than a month. Afterwards, I submitted my invoices ($299 for each thermostat) for reimbursement. After routing my calls and keeping me on hold for almost two hours, the Senior Tech **** said I appeared to have legitimate case and he would file a request for reimbursement. A few days later, he informed me that my claim was denied because the Nest Service Tech who took my original call did not handle it correctly, as he should have transferred me to a Senior Tech (like ****) who then would have decided whether a C wire was needed and then they would have called in the Nest Pro. He asked me to submit the diagnostic information that the Nest Pro used to make the determination that the C wire was needed. I submitted the information that the Pro provided but it was again denied using the same bogus excuse that the original call was not routed correctly. Let me add: after my experience, I did some research and turns out the problem I experienced is apparently a well-known issue. Nest’s own position appears to be that you install it only as needed. However, given the widespread nature of the problem, and the non-trivial nature of the solution, it can leave homeowners like me stranded on a really hot or cold day. Or worse, their misbehaving thermostat can damage or reduce the life of an HVAC (imagine if this happens when a customer is out for an extended period), leading to thousands of dollars in repair costs. My position on this is simple: their own tech told me he was sending me the contact information of a Nest Pro. I took that as a license for me to contact a Nest Pro. If he was supposed to transfer the call to a Senior Tech and didn’t do so, then that is their fault and I cannot be held responsible for his inability to follow their own Standard Operating Procedure. Secondly, I have supplied all supporting documentation to back my case, including information supplied by their TOP RANKED, “Elite” professional. I also have a valid case number. I have also kept them informed throughout the process, including the fact that I had contacted the Nest Pro. I therefore expect Nest to reimburse me for my cost of installation and accept that they did not handle my call properly. Saying that they didn’t make the determination that the C wire was needed is a cop out because it was obvious that the C wire was needed. Their own highly rated Pro diagnosed the problem, it was independently confirmed by another HVAC technician, and subsequently reconfirmed by online reviews (which they don’t appear to want to acknowledge). And if their own service technician didn’t route the initial call properly, then that reflects their own incompetence and I shouldn’t have to account for that.